Refunds & Returns

What is your UK returns policy?

We gladly accept returns within 30 days of the order being delivered (unless stated otherwise during promotional periods/festive holidays). Returns will not be accepted if the original swing tag has been cut off. We aim to process all returns within 5-10 working days. Want to return your order? Click here to fill out our Returns Form.

To be eligible for a return, your item must be meet the following conditions on examination, then the return will be rejected and a refund will not be issued:

• The item has been purchased via the THEKYY website 
• The item is returned in its original packaging & condition, new, unworn and unwashed with tags
• The item is not soiled/impacted by products or odour
• The item is not damaged in any way
• Multiple orders are not combined and are returned using the correct unique return labels
• The item is safely packed to avoid damage in transit and details of the return request have been entered into our returns portal

Returns that are damaged, unsaleable or do not meet these conditions will be rejected, with the refund or exchange request denied.

Unfortunately, we do not offer free returns for all customers at this time, therefore, you are responsible for any return costs. We recommend using a service that can provide proof of postage and an appropriate level of tracking/insurance.

How do i return my order in UK and outside of the UK?

Want to return your order? Don't forget to fill out our Returns Form and follow the below instructions:

1. Using a mailing bag or box, pack up the items you wish to return, along with a note stating your order number and/or the return authorisation number you should have received via email. Please remember to keep a copy of the proof of postage clearly showing the destination address and weight on the off chance your return parcel is lost in transit.

 2. Visit the local post office, or by using another courier, return the parcel to the following address:

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please allow 5-10 working days for returns to be processed once we have received them. 

You must include the following details in your return parcel to ensure your return is identifiable and therefore processed as quickly as possible:

• Your Items in its original condition with tags
• Your full name
• Your email address
• The order number
• The original shipping address

Do you offer exchanges/replacements?

Unfortunately, we do not offer exchanges. Please return any unwanted items for a refund and re-purchase the item in the size/colour you would prefer.

Can I return more than one order in the same parcel?

At this time, we ask that multiple returns are not included in the same parcel so that our warehouse can process your return quickly and efficiently upon receipt. Please make sure you include a note inside your return with the order number.

I can't access the return centre?

We are sorry to hear this! 

Firstly, please double-check that you are inputting the correct email address that was used to place the order. If you are unsure, please feel free to contact our Customer Service team via our Contact Us page and we should be able to confirm this for you.

If the email and order number is correct and you are still unable to access the return centre, please send over a screenshot of the error message you have received to our Customer Service team via our Contact Us page.

I'm outside of the 30 day return period, can I still return my item?

If the order was received over 30 days ago, we would be unable to accept this for a refund or replacement. Our company policy states that all items should be returned within 30 days of purchase.

Have you received my return?

We aim to action your refund within 5-10 days of delivery. You should receive an email confirming when your return has been processed. If you believe we should have received your return, please contact our Customer Service team via our Contact Us page with your order number and proof of postage clearly displaying the tracking number with delivery address and we will be happy to look into this for you.

When will I receive a refund for my return?

Once you have returned your item(s) it should take no longer than 14 days for your return to be processed. Following the processing of your return, your request will be completed and you will receive a confirmation email of this. Please allow 5-10 working days for any refunds to be received from the date of confirmation. 

You will receive an email from us once your refund has been issued. If you believe your refund should have been processed, please contact our Customer Service team via our Contact Us page with your proof of postage showing the tracking number with delivery address so that we can look into this further for you.

If you are unable to provide us with the above, or you returned your parcel to us using a courier of your choice, we kindly ask for your patience while we process your return.

Refunds will be processed to the original payment method. When returning an order that has been partially paid with a gift card, the gift card will take priority in the refund process.