You have 14 days from receiving your order to request a return / exchange. Please get in touch herewith your full name, order number and reason for return. If you would like to exchange, please include the size you would like to exchange for.
We aim to respond to all requests within 3 working days. However during busy periods this may be up to 5 working days. Please try not to send further emails within this time frame, unless it is necessary, as this will move your email to the top of our inbox and delay us in getting back to you.
If your return request is approved, we will send you instructions on how and where to send your order back to us. Orders sent back to us without first requesting a return will not be accepted and will be returned to sender.
You are responsible for return postage costs and for ensuring that the parcel arrives back with us. K&R is not liable for orders that are lost or damaged in the post when being returned. Please make sure you use a reliable delivery service and keep a copy of the tracking number / proof of postage.
You must return your order within 14 days of us approving your return and order must be in the exact same condition that you received it in. Each item will be thoroughly checked once received. Any returns sent to us outside of the return period or found to be in an unsuitable condition will be rejected and returned to you.
Returns sent internationally must be correctly declared as 'RETURNED GOODS' in order to avoid any customs charges. We are not responsible for any charges incurred on returns.
As we are a small team returns & exchanges are processed weekly. If your return is approved we will process your refund to your original payment method within 10 working days of us receiving your return back, minus the shipping costs. Please be aware that it may also take some time for your bank to also process the refund on their end. If you have not heard from us or received a refund after 20 working days of us receiving your return back then please get in touch with us again and will happily sort it out for you.
For international exchanges there will be a charge to cover the cost of sending your exchange out to you - for Europe this is £10 and for Rest of the world this is £20. We will invoice this to you by email when your exchange is ready to be sent and it will not be sent until this is paid. If your original order incurred import charges you will not have to pay these again when receiving your exchange. UK exchanges are free. UK exchanges can be returned for a full refund minus a £4 processing fee to cover exchange shipping costs and admin.
