Return Policy

Returns

PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS; THERE ARE COSTS ASSOCIATED WITH RETURNING ITEMS.

Returning Items

Is it possible to return my order? Yes, it is possible.

Items purchased from Kathleen London can generally be returned within 30 days of receipt. To return a product, it must meet the following conditions:

Conditions:

The product must not be used;
The product must be returned in its original condition;
The product must not be damaged by the customer;
Hygiene products and underwear are considered non-returnable;
The package must have a Track & Trace code;
Return shipping costs are always the responsibility of the customer, regardless of location;
We have the right to charge shipping costs to the customer;
We must be informed of the return.

If you do not meet these conditions, we will not accept your return.

If your product arrives damaged, take a photo immediately to provide proof that the damage was not caused by you.

We reserve the right to refuse returned items if we suspect they have been used or damaged through no fault of our own.

Simple Returns in 3 Steps:

Step 1: Contact Us If you wish to return your order, you need to email us at info@kathleen-london.uk.

1a: Include your #ordernumber 2a: Provide the reason for the return request, and we will send you a return form. 3a: Include a photo of the product in case of breakage First name + last name of the customer Address of the customer

We will then contact you with the return address. Do not send the return to the sender; we will provide you with the correct address after you request it. You, the customer, are responsible for the shipping costs of returning the product.

Step 2: Ship Your Order Send the items along with the return form to the provided address. Ensure the package has a Track & Trace code. As the sender, you are responsible, and we want to avoid any misunderstandings. Please note that you must return the products within 14 days of informing us.

Step 3: Processing Your Return After we receive your return shipment, we will assess the returned items and process your refund. The money will be refunded using the original payment method you used during the purchase, unless otherwise agreed. The amount will be refunded within 14 days.

Note: The return shipping costs are the responsibility of the customer. This is due to our commitment to a sustainable shipping process. Additionally, the customer benefited from free shipping on their order.

As our warehouse is located in China, return costs can be high. Please contact our customer service to find a suitable solution. We are happy to assist you!

The consumer has a right of withdrawal in accordance with the following provision if the consumer is a natural person who enters into a legal transaction for purposes not predominantly related to his or her commercial or professional activity:

A. CANCELLATION TERMS Right of Withdrawal The cancellation period is 14 days from the day on which you or a third party named by you, who is not the carrier, receives or accepts the last goods.

Since we operate with a fully automated system, orders are processed as soon as they are placed. Therefore, we cannot interrupt the shipping process until delivery, so a refund is not possible after receipt of the goods.

To exercise your right of withdrawal, you must notify us at info@kathleen-london.uk with a clear statement (e.g., via email) of your decision to withdraw from this contract. The withdrawal is complete when we receive the goods. The cost of returning the goods is the responsibility of the buyer.

Registration for Shipments in Transit Since our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Wait until you receive the goods and then return them to us. You can, of course, inform us of your cancellation in advance.

To ensure the fastest possible return, we ask you to send us a shipping confirmation.

Consequences of Withdrawal If you withdraw from this contract, we must refund all payments received from you, excluding delivery costs (except for additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us), without undue delay and no later than fourteen days from the day we receive notification of your withdrawal from this contract and receipt of the goods. We will use the same payment method you used for the original transaction for this refund, unless expressly agreed otherwise with you; in any case, you will not incur any costs for this refund.

ALL RETURNS ARE AT THE CUSTOMER'S EXPENSE TO OUR CENTRAL WAREHOUSE IN ASIA.

Note: Before you return an item, you must first submit a return request via email to verify whether you are eligible for a return.

Damage and Issues Upon receiving your order, we recommend inspecting it thoroughly. If the item is defective, damaged, or if you received the wrong item by mistake, please contact us immediately. This way, we can assess the issue and quickly provide a suitable solution.

Exceptions / Non-Returnable Items Certain types of items cannot be returned, such as custom-made products (e.g., special orders or personalized items) and personal care products (e.g., beauty products). We also cannot accept returns for hazardous materials, flammable liquids, or gases. If you have doubts or questions about the return possibilities for a specific item, please contact us.

Please note that we cannot accept returns for sale items or gift cards.

Cancellations Our cancellation terms apply for cancellations within 12 hours due to processing time of the package.

Contact us immediately via info@kathleen-london.uk. If your order has already been shipped, cancellation is no longer possible. In that case, you can return the package after receipt for a full refund. Please always include your #order number.

Exchanges The quickest way to ensure you get the desired item is to return the original item. Once the return is approved, you can make a separate purchase for the new item.

Refunds After we receive and inspect your return, we will let you know if the refund is approved. If approved, the refund will be processed automatically using your original payment method. Please note that it may take up to 2 weeks for your bank or credit card company to process and post the refund.

Refunds via Klarna Refunds via Klarna are processed directly by us, but it may take a few business days for Klarna to process the refund and update your invoice. You do not need to do anything further.

Unclaimed Packages For packages that are available at a pickup point but not collected, costs will be deducted from the purchase amount. This is because the items in these packages are no longer reusable. Additionally, return shipping costs will be charged to the sender. If you decide not to pick up a package that is available at a pickup point, please be aware that you will not receive the full purchase amount of your order as this is your responsibility.