Returns & Exchanges
RETURNS AND EXCHANGES
A note from our founder on a recent change to the returns process:
To our KITRI community,
Transparency has always been important to us, so I wanted to share an update on a change we are making to our returns policy.
Since our beginning in 2017, we have always wanted to make shopping on our website as easy as possible and have taken on the cost of shipping and processing returns, making it free of charge for all UK customers.
As an independent brand, we are tackling rising costs of goods and services in many areas of our small business.
Unfortunately, this means we have made a decision to apply a £3 charge for each parcel being returned to us for a refund. Any exchanges will remain free of charge.
This change will apply to all orders made on or after Tuesday 12th September.
To help you find the right size and fit the first time, we have published a new ‘how to measure’ guide, improved size guides on each product page and will continue to monitor all feedback and reviews to improve fit.
If you have any questions, you can always reach out to us directly at firstname.lastname@example.org where our dynamite customer service team will be on hand to help.
As always, we’re so grateful for our wonderful community and thank you for your understanding and support.
Founder & Creative Director
UK – We offer easy returns for UK orders within 28 days of purchase.
Please note that for all orders placed on or after Tuesday 12th September 2023, a £3 returns charge will be applied. Once your return has been received and processed, the returns charge will be deducted from the amount refunded to you. You will be refunded via your original payment method minus the cost of the return.
For all orders placed before Tuesday 12th September 2023, returns will be free of charge.
USA, Europe, and Australia – We offer easy and subsidised returns. We do not offer exchanges on international orders.
Rest of the World – for customers outside of the above regions, returns will be at the customers’ expense.
To be eligible for a return, your item must be received within 28 days of purchase, be unworn, in the same condition you received them, have their original tags attached and be in their original packaging.
Once your return has been received, please allow up to 14 working days for your return to be processed.
Pre-orders – you can cancel a pre-order at any time prior to shipping. Please contact customer service at email@example.com for assistance.
We offer tracked returns or exchanges via Royal Mail, within 28 days from the date you receive your order. Please follow the instructions below.
Complete the online returns/exchange form by visiting our portal here.
When completing the form, start by typing # followed by your order number and make sure to use the email address associated with the order.
Please note, a £3 returns charge will be applied to each parcel returned to us. Customers that make multiple returns from the same order will be charged per parcel not per order.
Complete the online returns form by visiting our portal here.
We offer subsidised, pre-paid returns for customers in the USA, Europe and Australia. If choosing this option, the following shipping costs with be deducted from your refund:
EU Returns UPS transit time 3 days: £10.00
USA Returns DHL transit time 3 days: £20.00
Australia DHL transit time 5 days: £29.00
ROW: prices will vary depending on location.
Exchanges – UK ONLY
You can process an exchange on our online portal here
You may exchange your item for any other product, print or size, up to 28 days after you receive your order.
If your exchanged item is more expensive – you can pay for the difference during the exchange process in the online portal.
If your exchanged item is cheaper – we will refund you the difference during the exchange process in the online portal.
A returns fee will not be applied to exchanges.
We now allow customers to choose store credit rather than a refund to their original payment method.
When selecting this option, you will receive a virtual gift card that retains its value for 12 months and can be used for new orders until the balance reaches 0.
As a thank you, we will add an extra 10% of the value of your order onto the gift card balance.
If you choose to send your return through a different method at your own cost, please follow the instructions below:
- On the returns note that came within the parcel, please indicate whether you would like a refund or store credit and your reason for return.
- Include the completed returns note in your parcel, seal securely and cover up any old shipping labels.
- Take your repackaged items to your preferred carrier. We strongly recommend that you use a recorded service and hold on to your proof of postage as we will not refund items lost in transit.
- Send to the below address:
KITRI Torque Logistics
Off Cutler Heights Lane
*N.B. Please Retain Receipt as Proof of Return*
Please allow up to 14 working days for your return to be processed. Once your return is processed, you will receive an email confirming your refund.
Once you receive a refund confirmation email, you can expect the money to arrive back via your chosen payment method within 2-3 working days.
Your refund will be issued via the same payment method and in the same currency as your original purchase minus the returns fee. Credit cards can take up to 10 days to post your refund to your credit card account.
Please try on garments with care
To be eligible for a return, your returned items must have their original tags attached, be unworn, in the same condition you received them, and in their original packaging.
Returned garments with damage caused from deodorant, make-up or perfume will not be accepted.
Please note items returned either damaged or without all the original tags attached will be sent back to you.
Please remember that financial responsibility for the return is yours until it reaches us, so we recommend that you only use our postage labels and delivery service in the UK and a tracked service outside of the UK.
We offer a flexible and free returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers and continued returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the closure of your future orders being refused and canceled.
Need help with your returns
If you need help with your returns or exchanges, please send us an email at firstname.lastname@example.org (Mon-Fri 9am-5pm GMT, excluding bank holidays)