Refund policy

Returns & Exchanges

We want you to love what you’ve ordered. If something’s not quite right, we’ll do our best to put it right quickly and fairly.

Returns Overview

You can return your order within 30 days of receiving it for an exchange, store credit, or refund.

Under UK consumer law, you also have the right to cancel your order within 14 days of receipt. If you’d like to exercise this right, please complete our cancellation form.

If you’re slightly outside the 30-day window, it’s still worth getting in touch, we can often be flexible.

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UK Returns

We offer a simple returns process for UK customers:

  • Exchanges: Free returns label provided
  • Store Credit: Free returns label provided
  • Refunds:
    • Use our returns label with a £3.99 deduction from your refund, or
    • Arrange your own return shipping (no deduction)

This helps us keep things fair while still offering free options where possible.

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International Returns

If you’re outside the UK, you’re welcome to return items to us, but you will need to arrange and pay for your own return shipping.

Please ensure your parcel is clearly marked as a return on the outside and on any customs paperwork. It’s important that customs forms are completed accurately to avoid delays or additional charges.

We strongly recommend using a tracked service, as we can’t be responsible for items lost in transit.

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Return Conditions

To be eligible for a return, items must be:

  • Unused and in their original condition
  • Returned in their orginal garment bags or boxes

Please don’t stick labels or tape directly onto product packaging (especially shoe boxes) - pop it inside a bag or outer box instead.

If your order included a free gift that you’re no longer eligible for after returning items, this will also need to be returned.

Click here for special notes on returning items bought as part of a BOGOF sale.

Click here for special notes on returning items bought as part of a 3 for 2 sale.

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Non-Returnable Items

For hygiene and safety reasons, we can’t accept returns on:

  • Face coverings or masks
  • Gift cards
  • Tights, swimwear, underwear, and earrings
  • Some health and personal care items (including hair dye and makeup)

If you’re unsure, please check the product description or get in touch before ordering.

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Partial Refunds

In some situations, only a partial refund may be issued:

  • Items returned in a condition different from how they were sent
  • Items returned with missing parts (not due to our error)
  • Returns received outside of 30 days
  • Items that have been exchanged and then returned again

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Refunds

Once your return has been received and checked, we’ll email you to confirm your refund is being processed.

We aim to process returns within 5 working days of receipt. During busy periods, this may take a little longer, so we kindly ask you to allow up to 10 days before getting in touch.

In line with UK consumer law, refunds will always be issued within 14 days of us receiving your return (or proof of return, if sooner).

Refunds are issued to your original payment method. Processing times may vary depending on your bank or payment provider.

Please note:

  • If you use our returns label for a refund, £3.99 will be deducted from your refund (exchanges and store credit are free)

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Late or Missing Refunds

If you haven’t received your refund within 10 days of being notified, please:

  • Check your bank account
  • Contact your card provider
  • Contact your bank

If you’ve done all of the above and still haven’t received it, please contact us at hello@katesclothing.co.uk.

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Exchanges

We’re happy to exchange items for a different size,  just let us know what you'd like when you're arranging your return.

If you’d prefer a different item entirely, we’ll refund your return (or issue store credit) and you can place a new order.

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Gifts

If your item was marked as a gift and shipped directly to you, you’ll receive store credit for the value of the return.

If it wasn’t marked as a gift, the refund will be issued to the original purchaser.

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Using Our UK Returns Service

Our UK returns label service covers parcels up to 20kg and a maximum size of 46 x 61 x 46 cm (or tubes under 90cm).

Larger returns may need to be split into multiple parcels. Very large items may require you to arrange your own return shipping.

The service is offered at our discretion. Misuse (for example, repeatedly returning and reordering the same item) may result in charges or removal of access.

Start your return here:
https://www.katesclothing.co.uk/pages/free-uk-returns

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Important Notes for Returns

  • Please don’t send returns directly to the manufacturer
  • Clearly mark your parcel as a return on the outside and on any customs paperwork
  • Include all required information to avoid delays in processing

If you’re returning an item worth over £75, we recommend using a tracked service and/or purchasing insurance, as we can’t guarantee receipt of untracked returns.

Need help? Just drop us a message, we’re always happy to help, Just contact us