How do I return items?Updated 2 months ago
FREE AND SIMPLE UK RETURNS
We've gone paperless!* To create your return, simply log into your account, click into the order you want to return and select 'return', or if you checked out as a guest, use your guest link here to create your return request.
Once your return has been authorised, you will receive an email to our Royal Mail portal where you can enter your order number starting with ‘A1000’ to get your pre-paid returns label. Be sure to return your item(s) in its original packaging where possible. When on the Royal Mail Portal, you can choose from three return options;
Free Collection (No Printer Required):
Book a collection from your doorstep, office, or safeplace. Royal Mail will bring the label to you, meaning you won’t need to print.
Drop off your item (No Printer Required):
If you don’t have a printer, you can still drop off your parcel at your local Post Office or Royal Mail Delivery Office by generating a QR code.
Drop off your item (Printer Required):
If you do have a printer, you can generate a label attach it to your parcel and drop it off at your local Post Office, Royal Mail Delivery Office.
Returning Large Oxford Suitcases
Please note that the Large Oxford Suitcase can't be returned via Royal Mail. To return your suitcase, please request your return as above, and our team will be able to provide you with a TNT return label and collection. *Please note a printer is required for this service.
PERSONALISED PRODUCTS
Items that have been personalised using our monogramming or embroidery services cannot be returned unless faulty, due to the bespoke nature of these products.
RETURNS AND REFUNDS POLICY
We will happily offer a refund if something isn’t quite right. This includes all orders placed during our sale. Please note, any personalised items cannot be returned unless faulty - in this case, please contact us before attempting to return your item. All items must be returned to us in the original packaging where possible
For gift returns please ensure the name of the purchaser is quoted in all correspondences. Failure to do so will result in delays in processing the return. Katie Loxton cannot accept responsibility for items returned to us without proof of postage.
Proof of purchase is required. Katie Loxton items purchased online must be returned to us in perfect condition and must be unused.
Due to hygiene reasons, we are unable to accept any returns for earrings.
Unfortunately, due to the bespoke nature of our Personalised Products, we are unable to accept and returns unless faulty. Please contact us within 30 days if your item has arrived damaged.
Items purchased online must be returned to us directly and cannot be refunded in any Katie Loxton stockists. Katie Loxton items purchased in one of our stockists must be returned to the store where it was purchased.
PROCESSING YOUR REFUND
Please allow up to 5-10 working days for your return to be processed. You will receive a confirmation email of your refund once your return has been processed. All refunds will be issued back to the same payment method from which the transaction was made and will take approximately 5-10 business days to appear in your account.
RETURNING FAULTY ITEMS
Firstly, we are sorry that you may have received a faulty item. If you believe that your item is faulty please contact us and send a clear image of the item with an explanation of the fault, plus proof of purchase, within 30 days of purchase.
Once we have confirmed the item is faulty a new item will be sent to you free of charge or we can process a full refund if requested. We may require you to return the item to us. You can create your free return address label from our Royal Mail Portal and print at home or in a Post Office branch, just bring in the Royal Mail email with your unique QR code.
Faulty items will only be accepted if the goods are delivered to a customer damaged or if there is a subsequent manufacturing fault within a period of 12 months after delivery. Any items displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty. Your statutory rights are not affected.
Please note, we are unable to return Personalised Items as faulty if the damage is a result of general wear and tear. Please contact us if you would like further information.