EXCHANGE AND RETURN POLICY FOR RETAIL ORDERS
Exchange and returns policy
We will happily offer an exchange or refund within 14 days of purchase. This includes all orders placed during our sale.
Items purchased online must be returned to us directly and cannot be exchanged or refunded in any Katie Loxton stockists. Katie Loxton items purchased in one of our stockists must be returned to the store where it was purchased. Proof of purchase is required. Katie Loxton items purchased online must be returned to us in perfect condition and must be unused.
Perfect Pouch Personalisation (Monogramming) - Unfortunately, due to the bespoke nature of the pouches, they cannot be returned or exchanged unless faulty.
All items must be returned to us in the original packaging and postal box for us to process an exchange or refund. Your return must include a completed exchange/returns form, all original paperwork, receipts and care cards so we are able to identify the return quickly and efficiently.
For gift returns or exchanges please ensure the name of the purchaser is quoted in all correspondences. Failure to do so will result in delays processing the return. Katie Loxton cannot accept responsibility for items returned to us without proof of postage. Please note – you only need to return the item(s) that you wish to exchange or return.
PLEASE ENSURE THE FOLLOWING GUIDELINES ARE OBSERVED:
1. Fill in your exchange/returns form and enclose it with the item(s) you wish to return with all original packaging and paperwork. Please remove or cover original postage labels from the parcel if you are reusing the original postal box.
2. Visit http://www.royalmail.com/track-my-return/create/3092 to create your free UK return delivery label. This notifies us of your intention to process a return. You must do this within 14 days of receiving your order.
3. You can print your return address label at home or in a Post Office branch, just bring in the Royal Mail email with your unique QR code. (Please note Katie Loxton cannot accept any liability for items returned to us via alternative couriers).
4. Return through your local Post Office branch or Royal Mail Customer Service Point in over 12,000 locations. Open 7 days a week, early until late. This must be completed within 14 days of you notifying us of your return.
PROCESSING YOUR REFUND
Refunds will be made within 10 days of the date of cancellation notice. We will refund the credit or debit card of the person who originally placed and paid for the order. Refunds may take up to 14 days to appear in your account. Delivery costs are only refunded for faulty goods. International customs duties and sales taxes are non-refundable for shipments outside of the European Community.
PROCESSING YOUR EXCHANGE
Subject to stock availability we will exchange eligible items that are returned to us within 14 days. In cases where we are unable to provide an exchange, we will first offer a refund. The new item will be delivered to you once we have received the returned item and it has undergone a quality control check. Return delivery costs are not refunded but the first replacement item will be sent out free of charge. Alternatively, if you see something you simply must have, please order online and we will refund your original item plus the original delivery cost when it is returned to us.
RETURNING FAULTY ITEMS
Firstly, we are sorry that you may have received a faulty item. If you believe that your item is faulty please send a clear image of the item with an explanation of the fault, plus proof of purchase, to email@example.com for review within 28 days of purchase. Once we have confirmed the item is faulty a new item will be sent to you free of charge or we can process a full refund if requested. We may require you to return the item to us, in this instance we will send you a free of charge returns label. Faulty items will only be accepted if the goods are delivered to a customer damaged or if there is a subsequent manufacturing fault within a period of 12 months after delivery. Any items displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty. Your statutory rights are not affected.