Returns and Exchanges

We want you to be happy with your purchase but if you’re not, we accept returns and exchanges for a different size and/or colour up to 28 days after you receive your order, provided we have the item in stock. Please follow the instructions below.

All exchanges are subject to stock availability. If an item is out of stock at the time of the exchange being processed, a full refund will be issued.

If you would like to exchange your purchase for a completely different style, we ask that you return the original purchase and place a new order for the new style.

 

Please Try on Garments with Care 

• All returned items must have their original tags attached, be unworn, unwashed, undamaged, (uneverything!) and in their original packaging.
• No deodorant, make-up or perfume on returned garments.
• 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.
• If a refund is required, we will process the refund using the same payment method and same currency that was used to make the original purchase.

 

Refund Processing

• We strive to process your refund up to 5-10 working days of receiving your return package.
• Once your return is processed, you will receive a notification confirming your refund by email.
• Your refund will be issued via the same payment method and in the same currency as your original purchase.
• Credit cards can take up to 10 days to post your refund to your credit card account.

 

Return Shipping Procedures

Using the Delivery/Return Note that came inside the shipment, please indicate the item(s) you would like to return and write in the return reason code. For an exchange, indicate your preferred size/colour. The Delivery/Return Note also serves as your official return notification. Insert the completed form inside the bag together with the item you are returning, reseal the original shipping bag using the second adhesive tape already on the bag and you’re good to go.

 

UK Free Returns:

(UK ONLY) Return any purchase within 28 days from the date you receive your order. We offer Royal Mail FREE 48H returns.  Please cover up any old shipping labels.

1. Royal Mail

Please go to http://www.royalmail.com/track-my-return/create/2858 and follow the instructions to create your free Royal Mail Return label.

 

What to do next

1. Package your item securely to avoid any damage.

2. Next, print your label. Either,

• Print the returns label at home.
• Your returns label is attached as a pdf file to this email. Print and apply the label to your item ensuring you do not place any tape over the barcode so it can be easily scanned.
• Drop off your item at a Post Office branch or Royal Mail Customer Service Point and then you’ll receive proof of posting.

• Or use our free label printing service,
• Simply show the ‘QR code’ below on your mobile phone at a Post Office branch or Royal Mail Customer Service Point. The QR code can be found at the bottom of the Royal Mail email.
• Royal Mail will scan the QR code and print a label for you.
• Finally, drop your item off at the same time and then you’ll receive proof of posting.

*N.B. Please Retain Receipt as Proof of Return*

 

Returns from the EU and USA:

ReBound Return Service

Please note that we have partnered with a service that consolidates returns in order to provide a low-cost and easy returns service to our customers. This means it may take up to 3 weeks for us to receive your return. Upon receipt, we will refund your item(s) within 48 hours.

To process your return/exchange with ReBound please find instructions below:

• Please click this LINK
• Enter your order number (including the # symbol) and zip code. Click here for an example.
• Select which item(s) you would like to return/exchange. Please be sure to select your 'return reason' and if exchange; replacement size. 
• Confirm your address and phone number.
• Choose a return method. There is a $10 processing fee (all shipping options).
• Print your shipping label and secure to package.

You will receive an email confirmation when your label is generated and will be able to track your package using the order number provided by ReBound.

We insure your package and we will refund you as quickly as possible upon receipt.

Returns costs: EU orders (€8) , US ($10)

 

International returns:

Unfortunately, we do not offer an international returns service outside of the USA and EU. 

The return costs for international orders and any associated charges are the customers responsibility (sorry!) We are working on offering a Worldwide returns service in the future.

To return an order:

1. Fill out the returns form and place in parcel
2. We only accept unused, unworn items with the tags attached
3. We strongly recommend that you use a recorded service as we will not refund items lost in transit.
4. Send to the below address:

KITRI
Torque Logistics
Challenge Way
Off Cutler Heights Lane
Bradford
BD4 8NG

  

Self-Post returns:

If you choose to send your return through a different method at your own cost, please use the following address:

KITRI
Torque Logistics
Challenge Way
Off Cutler Heights Lane
Bradford
BD4 8NG

*N.B. Please Retain Receipt as Proof of Return*

Repeated returns: 

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 cancelled.

 

Need help with your returns?

If you need help with your returns or exchanges, please send us an email at help@kitristudio.com  (Mon-Fri 9am-5pm GMT, excluding bank holidays)