🛍️ Online Order Returns & Exchanges Policy (UK Customers)
At Kitty Darling, we’re committed to offering high-quality clothing with a generous dose of glamour. As a small independent retailer, our returns policy is designed to be fair to you while maintaining the sustainability of our business.
For In-Store exchange policy please check here.
✅ Eligibility for online order returns
You have the right to return items within 14 calendar days of receiving your order, in line with the Consumer Contracts Regulations 2013.
To be eligible for a return, items must:
- Be unworn and unwashed
- Have original tags fully attached and untampered with
- Be returned in their original packaging (e.g. garment bags, boxes, labels)
- Be free from odours (e.g. smoke, perfume) and unaltered (e.g. no tailoring)
Items not meeting these conditions will be rejected and returned to you at your expense.
🚫 Non-Returnable Items
The following items cannot be returned:
- Sale or clearance items, including pre-loved
- Underwear, swimwear, or pierced jewellery (for hygiene reasons)
- Custom or made-to-order items
💷 Return Shipping & Restocking Fee
- Return postage is the customer’s responsibility, unless the item is faulty or incorrect.
- Ensure you make us aware of the return via email @ [email protected]
- A £3.99 restocking fee will be deducted per return to cover handling and processing. This does not apply to faulty or incorrect items.
- We recommend using a tracked postal service, as we cannot accept responsibility for lost returns.
🕒 Refunds
- Refunds are processed within 7 working days of receiving and inspecting your return.
- Refunds are issued to your original payment method, minus shipping and any applicable restocking fees.
- We reserve the right to refuse a refund if your return does not meet our criteria.
🔁 Exchanges
We do not currently offer direct exchanges.
If you need a different size or item, please place a new order and return the original following the standard returns process.
🛠️ Faulty or Incorrect Items
If you receive a faulty or incorrect item, please contact us at [email protected] within 3 days of receipt. Include:
- Your order number
- Clear photos of the issue
We will resolve the matter promptly and fairly.
If your item is confirmed as faulty or incorrect, we will reimburse return shipping costs after inspection.
📌 Important Notes
- Returns received outside the 14-day window without prior agreement may be rejected.
- We reserve the right to blacklist accounts that repeatedly abuse our returns policy.
🏠 Return Address
Please send returns to:
Kitty Darling
46 Church Street
Bilston
Wolverhampton
WV14 0AH
United Kingdom
Ensure you make us aware of the return via email @ [email protected]
📝 Additional Information
- Include your invoice or sufficient information to identify your order.
- Without this, we may not be able to process your refund swiftly.
Typical postage costs:
- Second-class untracked: ~£3.00
- Second-class tracked: ~£4.50 (depending on weight)
For heavier items, we recommend using a courier comparison site to find the best price.
🗣️ Complaints Procedure
We aim to meet your expectations efficiently and fairly.
For complaints, contact [email protected].
- Complaints are handled confidentially
- We’ll acknowledge receipt within 5 working days
- You’ll receive an estimated resolution timeline and a designated contact
⚖️ Disclaimer
To the fullest extent permitted by law:
- Kitty Darling provides this website and its content “as is”
- We disclaim all warranties, express or implied, including but not limited to merchantability or fitness for a particular purpose
- We do not guarantee that website information is accurate, complete, or current — prices and availability may change without notice
We are not liable for damages arising from use of this website, including but not limited to:
- Loss of data, income, or profits
- Loss or damage to property
- Claims by third parties
This disclaimer does not exclude liability for death or personal injury caused by our negligence.
For all enquiries:
📧 [email protected]