Returns & Exchanges

PLEASE SEND ALL RETURNS TO:  

Kalayci London
Cuffley Place
Sopers Road
Cuffley
Hertfordshire
EN6 4SG

A Returns Form will be included with your order that you will need to complete and return with your items.  

We will gladly accept items returned in their original condition. Items must be unused, unworn, unaltered, fitted with the original tags and packaging and with no markings or any type of damage. All items are dispatched with a security tag attached. If the tag or seal is removed or altered, the item no longer qualifies for return. 

Please note, your return must be received by us within 28 days. Items received outside of the 28 days will not be accepted and will be returned to you. 

We reserve the right to deny a refund, credit note or exchange if the item does not meet our returns policy requirements once assessed. If a returned item is not accepted, the item will be returned to you.

We strongly recommend you send return parcels via a secure, insured and tracked delivery service, such as Royal Mail Special Delivery or equivalent, as we are not liable if your return is not received at our address. You are responsible for all shipping and handling charges for any returns, whether for refund or exchange.

If your parcel goes missing, you will be required to provide two pieces of documentation; a proof of delivery and a scanned image of the signature obtained upon delivery. If you cannot provide this information, we will not be held accountable for any losses.

A Returns Form will be included with your order that you will need to complete and return with your items.  

We will gladly accept items returned in their original condition. Items must be unused, unworn, unaltered, fitted with the original tags and packaging and with no markings or any type of damage. All items are dispatched with a security tag attached. If the tag or seal is removed or altered, the item no longer qualifies for return.

You have 14 days from date of receipt of your order to notify customerservice@kalaycilolndon.com of your request to return and receive your return authorisation code. Your parcel must be received by us within 14 days of the return authorisation. Items received outside of this period will not be accepted and will be returned to you. 

We reserve the right to deny a refund, credit note or exchange if the item does not meet our returns policy requirements once assessed. If a returned item is not accepted, the item will be returned to you. 

We strongly recommend you send return parcels via a secure, insured and tracked delivery service as we are not liable if your return is not received at our address. You are responsible for all shipping and handling charges for any returns, whether for refund or exchange.

If your parcel goes missing, you will be required to provide two pieces of documentation; a proof of delivery and a scanned image of the signature obtained upon delivery. If you cannot provide this information, we will not be held accountable for any losses.

Once your order has been received at our warehouse, you will be notified via email and your request will be processed. Please allow up to 14 days for your refund to be processed and for the funds to reach your account depending on your payment method.

Monies will be refunded back into the account used to make the original purchase. Shipping costs paid at the time of purchase are non-refundable.

Gift Cards/e-Vouchers are non-refundable. If an item is returned that was originally purchased using either of these methods, a reversal will be processed.

If you wish to exchange your purchase for another item, you need to return the original item with the returns form, clearly marked with ‘Exchange’.

Please ensure that you notify us that you are returning a faulty item and you have completed the returns form correctly.

We thoroughly inspect all items prior to dispatch.

If you wear an item even though it shows signs of 'fault', you will be deemed to have accepted the item in the condition it was received and the item is no longer eligible for refund or exchange.

Items that are returned as ‘faulty’ will be inspected and we will notify you of the outcome via e-mail.
Products are deemed faulty if:
(a) the goods are damaged when the customer receives them; or
(b) the goods show a distinct manufacturing fault. 

Please note, items that have been altered in any way or damaged as a result of wear and tear or while being tried on, will not be refunded or exchanged.

In the event that we find no fault with the returned item, you will be notified via e-mail that the returned item cannot be accepted and you may elect to have the item re-delivered to you. If you do not accept re-delivery, we reserve the right to retain the item and the purchase price.

Once an item has been confirmed by us as faulty via email notification, we will process your refund within 14 days. You will be refunded for the item and all delivery costs.