We will happily offer an exchange or refund within 14 days of purchase. This includes all orders placed during our sale.
- 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 packaging box.
- Please arrange and purchase shipping to return the item back to us – we will cover the cost of returns if your item is faulty.
Items purchased online must be returned to us directly and cannot be exchanged or refunded to any Katie Loxton stockists. Katie Loxton items purchased in one of our stockists locations 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.
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 returns form (if not filled out online), all original paperwork, receipts and care cards so we are able to identify the return quickly and efficiently. All returns must be sent back within 14 days of purchase.
For gift replacements 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. Only faulty items are eligible for replacements.
Katie Loxton is not responsible for any returns lost in transit. All claims will have to be made through the courier chosen by the customer.
MONOGRAMMING & EMBROIDERY
Due to the bespoke nature of these products, they cannot be returned or exchanged unless faulty.
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.
RETURNING FAULTY ITEMS
Firstly, we are sorry that you may have received a faulty item. If you believe that your item is faulty please fill out the return form on the website with a clear image of the item with an explanation of the fault, plus proof of purchase. If you are unable to fill out the form please email all of the information to [email protected] 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 issue return labels and we will refund you the full costs of the items. 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.