- Will I have to pay for delivery again for an exchange?
- I have received my item but I need to exchange it for a different size. What do I do?
- What if the value of the item I wish to exchange is not the same as its replacement?
- Why can’t you just charge or refund the difference in price to my credit card?
- I have requested an exchange for an item that was in stock when I returned mine but now it is out of stock. How can I prevent this happening in the future?
- Can I exchange my online items in Kew stores?
Will I have to pay for delivery again for an exchange?
No, but you will have to cover the cost of returning the item that you have received and wish to return for an exchange.
I have received my item but I need to exchange it for a different size. What do I do?
If you have received an item that you need to exchange for a different size or colour in the same style, all you need to do is fill out the additional information section on your returns form clearly stating the code, colour and size of the item you would like. Please refer to the website or call 020 8487 2001 to check for availability in your chosen style/size/colour.
Once the returns team have received your item they will exchange as per your request and then dispatch your item to you at no additional cost. If we do not have that item in stock we will contact you and let you know.
What if the value of the item I wish to exchange is not the same as its replacement?
If you would like to exchange your item for something else we are more than happy to do this for you. However if the item that you wish to exchange it for is more or less expensive we will refund your returned item and then contact you to place your new order at no additional delivery cost to you.
Why can’t you just charge or refund the difference in price to my credit card?
We are unable to do this as for security reasons we do not store your credit card details.
I have requested an exchange for an item that was in stock when I returned mine but now it is out of stock. How can I prevent this happening in the future?
During busy periods, popular items may sell out quickly. In order to avoid disappointment when requesting an exchange, please call before returning your item to check that we have a sufficient amount of stock. We can then do one of two things; place a new order (excluding additional postage) or request that our returns team hold that item for you so that they can exchange it on receipt of your returned item.
Can I exchange my online items in Kew stores?
Yes you can (excluding Kew concessions based in Jigsaw stores or branches of John Lewis). Simply take the item that you wish to exchange to the branch along with your returns paperwork as the staff in the store will need to make a note of these details when they process your exchange.
