- 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?
- Can I return my online purchases to a Kew Concession 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 refund policy for goods bought in Sale?
- Can I return Sale items bought online to Kew stores?
- How do I cancel my order under the distant selling regulations?
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 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.
Can I return my online purchases to a Kew Concession for a refund?
You may return a your online purchase to a Kew concession held within a branch of Jigsaw, but you cannot return any Kew purchases to any branch of John Lewis or House of Fraser 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?
No. All purchases made online will only be refunded back on to the credit card used in the original transaction.
What is your refund policy for goods bought in Sale?
All sales items purchased online or by phone are refundable but must be returned within seven day of receipt, in an unworn ‘as new’ condition. All items will be refunded at the price actually paid. If you have any queries regarding returning sale items, please called Customer Services on 020 8487 2001
Can I return Sale items bought online to Kew stores?
Online/phone purchases can be returned to Kew stores as long it is within the 7 days of receipt. Such items returned to stores must be accompanied by their proof of purchase (original dispatch paperwork).
Please note that we are unable to refund or credit note sale items purchased in-store but can provide an exchange instead.
How do I cancel my order under the distant selling regulations?
Under the UK Distance Selling Regulations, you have 7 working days from the day after you receive your goods to cancel the contract for your order with Kew online.
In this case we will issue you with a full refund including any postage charges paid at time of order however you will need to return the entire order at your cost if you have already received it. In all cases, the goods must be in their original condition and unworn. Your refund will usually be processed within 14 days upon receipt but please allow up to 30 days during busy periods.
If you decide to cancel your order with Kew online you must let us know in writing by email or fax within 7 days from the day after you receive your goods and quote your order number and full name. Please contact us on the details below:
Email: returns@kew-online.com
Fax: 020 8487 2020
Faxes must be made for the attention of Kew Online.
The goods must then be returned to Kew’s distribution centre in Swindon based on the step process provided on the returns form dispatched with your order.top
