Returns and Exchanges
COVID-19 Update: You may now return your order from the comfort of your own home via DHL return service upon request. Please get in touch with our customer care team for further assistance.
Please read the following instructions carefully:
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 21 Days from receipt of goods on both UK and International orders. At this time we do not offer direct exchanges. If you are looking to exchange for a different size, colour, or style – please place a new order.
*Sale items however are considered final sale and are unable to be returned for a refund or credit.
Please follow the below steps when returning your purchase:
1. Obtain a Merchandise Return Form by contacting Customer Service Team at email@example.com clearly stating Name and Order Number, reason for the return and if you wish to return the item via our Return Service at the below mentioned rates or via your own preferred method
2. Fill in the Merchandise Returns Form print provided at your request, date, sign and place it inside the parcel
3. If you requested to use our own DHL return service we will email you return shipping labels and return invoice which we kindly ask you to print and affix to the outside of the parcel.
4. We will book a courier collection for the next business day and you will receive an email notification.
5. Seal your box and make sure all the labels are attached to the outside of the box as per our instructions in the email
Note: Return costs will be deducted from your refund for all returns made using our shipping method:
REGION RETURN COST DEDUCTED
United Kingdom £9
United States £25
Rest of the World £35
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 retain proof of postage as the liability remains with the shipper until we confirm receipt of the returned item and we can not accept any responsibility for packages lost in transit.
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.
The refund amount will be credited to the original payment method. Please note, refunds can take up to 14 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.
Whilst we are constantly striving to improve, we currently do not offer direct exchanges. If you are looking to exchange for a different size, colour, or style – please place a new order. And follow our returns procedure on the item you no longer want.
You may cancel your order within 24 hours of the date the order was placed by emailing our customer service at email@example.com. 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 receipt 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 firstname.lastname@example.org 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.