COVID-19 Update: If you would like to return your order from the comfort of your own home, our DHL courier can do this for you. You will find the relevant instructions on your returns form, or you can be in touch with our customer care team for any assistance and we will be happy to help.
In light of the current situation we are temporarily extending our returns window to 30 days to make it easier for you to return your purchase should you choose to do so.
If you wish to return your purchased items for a refund, please read the following instructions. All products can be returned only if unworn (re-saleable) and unwashed with the correct invoice, packaging, garment tags, Do Not Remove tags intact, and any other items included in your purchase. Please note that we are not obliged to accept any returns that do not meet the above conditions and may refuse to refund. Returns that do not meet our policy will not be accepted and sent back to the customer at their own cost.
We Accept Returns 30 Days after You Have Received Your Item
Please follow the below steps when returning your purchase:
Before you return something you must obtain a Merchandise Return Form and request a Return Shipping Label by emailing us at email@example.com
Fill in the Merchandise Returns Form and include it in the parcel.
We will book a collection for you for the next day pick up and you will receive an email notification.
Seal your box and make sure all the labels are attached to the box as per our instructions in our email. We will provide all the information in the email.
Note: Return costs will be deducted from your refund for all returns sent using our shipping method:
REGION RETURN COST DEDUCTED
United Kingdom £9
United States £20
Middle East £30
We prefer that items are returned to us via our own service so that they are protected and insured. You can return using any secure means, but we will not accept liability. Please email firstname.lastname@example.org if you intend to do this and send your purchase to the following address:
KUKHAREVA London Returns, Unit 31, Townmead Business Centre, William Morris Way, London, SW6 2SZ.
Receiving your refund: Your refund will be credited to the original payment method. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
Any taxes, duties or any charges occurred when the products were delivered to you cannot be refunded by KUKHAREVA London. However, you may be able to claim those costs back by contacting your local customs directly. Please note that Shipping costs are not refundable. However, we may refund the delivery charges if the products have been returned for faulty reasons, once approved by our customer service. We recommend that you obtain a Certificate of Posting from your post office or courier as we will not accept responsibility for any packages lost in transit.
We will accommodate an exchange for items purchased on KUKHAREVA London for the same style or colour. For a different style, please return your original item(s) and place a new order online separately. Exchanges are only processed upon receipt of returned item(s) and are based on stock availability. Exchanged items are shipped free of charge on both domestic and international orders (orders being shipped to customers). A maximum of one exchange per item will be allowed.
Please write to email@example.com to request an exchange stating your invoice number.
Once the exchange item is received at KUKHAREVA London studio, we will send out your exchange request as soon as possible while notifying you with new tracking.
You may cancel your order within 14 days of the date the order was placed by emailing our customer service at firstname.lastname@example.org. If your order has been processed and shipped already, the return costs will still apply as per the returns policy above. The same conditions apply for a Cancellation request and a Return & Refund request. You must contact our customer service to obtain the Return Reference and complete the Merchandise Return Form, the purchased products need to be returned within 14 days of reception of the Return Reference. Once received by our customer service, you will be refunded within 14 days if your return has been accepted. If the purchased products have been shipped before we receive your Cancellation request, please note that shipping charges, taxes, duties and any other charges cannot be refunded by KUKHAREVA London. In the case where we would have received your Cancellation request prior your order is dispatched, we may refund the full amount of your order including the shipping costs.
If you have received faulty purchased products, please email our customer service at email@example.com with images and details of the product(s). If our customer service approves that we are liable for the faulty products for quality reasons, you may ask for a repair, reduction in the price, a voucher or a full refund including shipping charges (excluding any duty, taxes or charges occurred to import the products). Products are faulty if they do not conform to the implied terms under the United Kingdom Sale of Goods Act 1979 which require that our products sold must correspond to their description and be satisfactory quality. However please note that purchased products that are damaged due to normal wear and tear are not considered to be faulty. If you ask for a repair, we may agree on your request if feasible and will charge a repair fee. Please refer to our Care Instructions on how to treat your KUKHAREVA London product.