🛍️ Returns & Exchanges Policy (UK Customers)
At Kitty Darling, we are committed to providing high-quality clothing. As a small independent retailer, our returns policy is designed to be fair to our customers while ensuring the sustainability of our business.
✅ Eligibility for Returns
Right to return items within 14 calendar days of receiving your order, in accordance 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 (including garment bags, boxes, and labels).
Be free of odors (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.
A £3.99 restocking fee will be deducted per return to cover handling and processing costs. This fee does not apply to returns of faulty or incorrect items.
We recommend using a tracked service for returns, as we are not responsible for lost return parcels.
🕒 Refunds
Refunds will be processed within 7 working days of receiving and inspecting your return.
Refunds are issued to the original payment method, minus any shipping and restocking fees.
We reserve the right to refuse a refund if the return does not meet our criteria.
🔁 Exchanges
We do not currently offer direct exchanges. If you wish to order a different size or item, please place a new order and return the original item following the above process.
🛠️ Faulty or Incorrect Items
If you receive a faulty or incorrect item, please email us at support@kittydarling.co.uk within 3 days of receipt, including your order number and clear photos of the issue. We will resolve the matter swiftly and fairly.
In such cases, we will reimburse your return shipping costs upon receipt and inspection of the item.
📌 Important Notes
Returns that arrive 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 your returns to:
Kitty Darling
46 Church St
Bilston
Wolverhampton
WV14 0AH
United Kingdom
📝 Additional Information
Please include your invoice or sufficient information for us to identify your order. Without this, we cannot guarantee a swift refund.
Standard second-class untracked postage typically costs around £3.00, while second-class tracked is approximately £4.50 (depending on weight).
For heavier packages, we recommend using an online courier comparison website to find the best rates.
🗣️ Complaints Procedure
We strive to meet customer expectations efficiently. If an issue arises, we will resolve it as soon as possible.
For complaints, please email us at support@kittydarling.co.uk.
Complaints are handled confidentially. We will acknowledge receipt within 5 working days, provide an estimated resolution timeline, and assign a designated contact person to your case.
⚖️ Disclaimer
To the fullest extent permitted by law, Kitty Darling provides this website and its content “as is” and disclaims all warranties, express or implied, including but not limited to warranties of merchantability or fitness for a particular purpose.
We do not guarantee that website information is accurate, complete, or current. Price and availability are subject to change without notice.
We are not liable for damages arising from the use of this website, including but not limited to:
Loss of data, income, or profits.
Loss or damage to property.
Claims by third parties.
We do not exclude liability for death or personal injury arising from our negligence.
For inquiries, contact us at support@kittydarling.co.uk.