Return policy

Return Policy

We want you to be completely satisfied with your purchase. If for any reason you are not, you may return your items within 14 days of receipt, provided they are in their original, unused, and sellable condition. Once the return is approved, you will receive a full refund (excluding return shipping costs).

What Does “Original Condition” Mean?

You are welcome to open your package and try on items to check for fit and suitability. However, to qualify for a refund:

  • Items must be clean, unworn (beyond trying on), and free of any damage.
  • All original tags, packaging, and accessories (if any) must be included.
  • Items that show signs of wear, have been altered, or are missing original components may not qualify for a refund or may incur a restocking fee.

Responsibility for Sizing

If you have selected the wrong size, we ask that you refer to our size chart before placing your order. If you find that the size you chose is not suitable, you are responsible for selecting the correct size for any replacement. If you would like a different size, we will send it to you at the cost of the wholesale price, and you can keep the original item.

Return Process

  • Contact Us First: Before sending anything back, you must request a return authorization via our contact form or by emailing us at info@kehlani-london.com. Include your:

    • Order number.
    • Email address.
    • Reason for the return. Returns without prior approval may not be processed or refunded.

  • Prepare Your Return: Pack your items securely to prevent damage during transit. The return shipping costs are the responsibility of the customer, and these costs can vary and may be high due to international shipping.

  • Send to the Correct Address: All returns must be sent to our supplier’s factory in China. Please confirm rates with your chosen courier.

  • Receive Your Refund: Once your return has been received and inspected, we will process your refund within five working days. Refunds will be issued to your original payment method. Processing times may vary by bank or payment provider.

Special Conditions

  • Personalized Items: Customized or personalized products cannot be returned or exchanged unless:

    • They arrive defective.
    • The wrong item was sent.

  • Defective or Incorrect Items: If your order arrives damaged or incorrect, please contact us immediately at info@kehlani-london.com with photos of the issue for a resolution.

Important Guidelines for Returns

  • Approval Required: All returns must be approved in advance. Unapproved returns may be rejected or delayed.
  • Secure Packaging: Items must be packaged securely to avoid damage during shipping. Damaged items due to poor packaging may not be eligible for a full refund.
  • Trackable Shipping Required: We are not responsible for packages lost or damaged in transit. Using a trackable service ensures your return is accounted for.

Why Customers Cover Return Shipping Costs

We ask customers to cover the cost of return shipping for the following reasons:

  • To keep our product prices competitive and affordable.
  • To encourage mindful purchasing, reducing unnecessary returns and waste. This policy aligns with our commitment to sustainability and responsible business practices.

Need Assistance?

If you have any questions or concerns about your return, or if you’re unsure about eligibility, please reach out to us at info@kehlani-london.com. Our team is happy to assist you.