At Kate & Simon London, customer satisfaction is very important to us. However, we understand that in some cases you may wish to return an item. Please read our return policy carefully before initiating a return request.
By placing an order on our website, you agree to the terms outlined below.
Return Conditions
To be eligible for a return, the following conditions must be met:
- A return request may only be submitted after the item has been physically delivered to the customer.
- Return shipping costs are entirely the responsibility of the customer, including any international shipping fees, customs charges, duties, or import costs.
- Returned items must be unused, unworn, unwashed, undamaged, and returned in their original condition with all tags, labels, and packaging intact.
- Trying on items is permitted; however, products may not show any signs of wear or use.
- Orders intentionally placed in multiple sizes or variations with the purpose of partially returning items are not accepted under our return policy.
- We reserve the right to refuse returns that do not meet our return conditions.
Return Process
To initiate a return, please follow the steps below carefully:
Step 1 – Request Your Return
You must submit your return request within 14 days of receiving your order by contacting:
Please include your:
- Order number
- Full name
- Reason for return
Step 2 – Receive Return Instructions
Once your request has been reviewed and approved, you will receive the return address and detailed return instructions from our customer support team.
Step 3 – Ship the Item Back
Customers are responsible for arranging and paying for the complete return shipment themselves, including:
- Shipping costs
- International return costs
- Customs duties where applicable
- Carrier charges
We strongly recommend using a tracked shipping method with Track & Trace, as we cannot process returns that cannot be verified as delivered.
Refunds
Once the returned item has been received and inspected, we will process your refund if the product meets our return requirements.
Approved refunds will be issued within 14 days via the original payment method used during checkout.
Please note:
- Shipping costs are non-refundable.
- Refund processing times may vary depending on your payment provider or bank.
Liability & Delivery Responsibility
Kate & Simon London is not responsible for:
- Lost, delayed, or damaged return shipments
- Incorrect addresses provided by the customer
- Orders marked as delivered by the shipping carrier
If tracking information confirms successful delivery to the address entered during checkout, responsibility for the package transfers to the customer.
Customers must report address errors within 24 hours after placing an order. After this period, we cannot guarantee address modifications.
Contact Information
For all questions regarding returns, exchanges, or refunds, please contact:
Company Name: Kate & Simon London
Address: Spijkerboorweg 441
Email: contact@katesimonlondon.com