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Returns & Exchange

Please send all returns to:   

Kalayci London 
Gilmoora House 
57-61 Mortimer Street 
London 
W1W 8HS 
 

We will gladly accept return of unworn, unwashed, unmarked, unaltered and undamaged items within 14 calendar days of receipt. 

Please note, your return must be received by us within 14 days. Items received outside of the 14 days will not be accepted and will be returned to you. 

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

Items must be returned in their original condition. All items are dispatched with a security tag attached with a disposal seal. If the tag or seal is removed or altered, the item no longer qualifies for return. 

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.

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 calendar days for your refund to be processed and up to an additional 5 days for the funds to reach your account depending on your payment method.


Overseas customers must notify us via email at customerservice@kalaycilondon.com that they are returning their item within 14 days of receipt. The item must be received by us within 14 days from the day the return notification was emailed to us. 

If we are not notified of the return within 14 days or do not receive the item within 14 days of notification, the item will not be accepted and will be returned to you. 

Please note that if you are returning items to us from an international location a Customs Declaration form must be completed and placed on the package. It is also very important that you label the items as ‘returned goods - no commercial value’. Failure to do so will result in the package being held in customs with charges applied for customs duty. The parcel will not be released and forwarded to us unless you, the customer, pays these fees. In these circumstances, we will not process a refund. 

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.

We cannot exchange or refund items purchased through our stockists or other online retail stores. Items must be returned to the original place of purchase.

Gift Cards/e-Vouchers/Credit Notes are non refundable. If an item is returned that was originally purchased using either of these, a reversal will be processed. We do not refund against Gift Cards, Credit Notes or e-Vouchers.

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’. We will provide you with a credit note to be used against a new purchase. All credit notes have an expiry date of 12 months from the date they are generated. Any additional payment can be made by completing payment details as per a new order.

Please ensure that you have notified us that you are returning a faulty item and you have completed the Returns Form correctly.

If you need to return a faulty item, please contact us at customerservice@kalaycilondon.com and request authorisation first. We will not be liable for compensating you for the return postage cost if you have firstly not advised us of the issue/fault and received authorisation for the return.

We thoroughly inspect all items prior to dispatch and you must notify us within 14 calendar days of receipt if you suspect that an item may be faulty. If possible we also request that you send us an image of the 'fault' to customerservice@kalaycilondon.com

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 within 7 days. 

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 and recover our fees and expenses from you.

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

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