- What is your returns policy?
- How do I return my order?
- How long will it take for you to process my return?
- Do you refund the initial delivery cost to me when I make a return?
- Most online companies offer free returns, why don’t you?
- Is the online Returns policy the same as the Returns policy in your stores?
- Can I return my online purchases to a branch of Kew for a refund?
- When my refund is processed at a Kew store can I get a cash refund even though I paid by credit card?
What is your returns policy?
We hope that you are happy with your purchases, but if for some reason you wish to return them, here are our guidelines:
- You have 14 days from the day you receive your order in which to return all or part of it for a full refund.
- All online Sale items are refundable, but these must be returned within 7 days of receipt.
- We are more than happy to process a full refund on all items so long as they are returned in an unworn and undamaged condition.
How do I return my order?
Your order will have enclosed paperwork that explains how and where to return your order.
You will need to fill out the enclosed Returns Form stating your reason for return. Please take the time to fill this in carefully as your feedback is extremely important to us.
Carefully wrap your items and if possible re-use the original packaging to return your goods.
Attach the supplied address label to your package and return to the following address using a trackable postage option:
- Returns Department
- Kew 159
- 10b Viscount Way
- South Marston Park
- Swindon
- Wilts
- SN3 4TN
We highly recommend using a Recorded or Special Delivery service as we will not be able to refund items lost in the post. Please retain your proof of postage as this lists your Track and Trace reference.
How long will it take for you to process my return?
We aim to refund your returns as quickly as we dispatch them, but during busy periods especially at the beginning of a new season this may not always be possible. We will make sure that all returns are refunded within or up to 30 days of receipt by us. Once your refund has been processed you will receive a confirmation by email.
Do you refund the initial delivery cost to me when I make a return?
No. We do not refund any delivery charges. We will only refund your postage costs if you are returning an item that is either deemed to be faulty or if we have mistakenly sent you the incorrect item.
Most online companies offer free returns, why don’t you?
Not all companies offer free returns for their customers and those that do have to increase the costs of their goods to accommodate this. At Kew we would rather keep the costs of our items down rather than increasing their value. If you are unable to return your goods to a store you will need to cover the cost of the return postage yourself.
Is the online Returns policy the same as the Returns policy in your stores?
Because our online service complies with the Distance Selling Regulations , items purchased in our branches are subject to a different Returns Policy and it is advisable ask about these prior to purchase in store.
Can I return my online purchases to a branch of Kew for a refund?
Yes you can. You can return any of your items to any branch of Kew (excluding Kew concessions in Jigsaw/>John Lewis stores) for a full refund as long as it is within 14 days of receipt of the order on full priced items and 7 days for Sale goods. You will need to take the paperwork that accompanied your order with you to the store as proof of purchase. We will also ask you to fill out the ‘reason for return’ form on the Returns note as this essential feedback helps us improve our service to you.
When my refund is processed at a Kew store can I get a cash refund even though I paid by credit card?
No. All purchases made online will only be refunded back on to the credit card used in the original transaction.
