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How do I return items?Updated 6 months ago

We will gladly accept all returns made within 14 days of the purchase date, please note without our approval your return can be denied. The steps to processing a return are as follows: 

1. Submit the return form on our website or fill in the printable return form available below and enclose it with the item(s) you wish to return. Package the items with all original packaging and paperwork. Please remove or cover the original postage labels from the parcel if you are reusing the original postal box. If you are not using the original postage box, use the appropriate size box. Failure to do so may result in damages to the items which will void any return request placed. 

2. Please arrange and purchase your non-refundable shipping label from your courier of choice to return the item back to us. We will cover the cost of returns via shipping labels only if your item is faulty. 

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.

Please note – you only need to return the item(s) that you wish to return.

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.

Personalized Products 

Items that have been personalized using our monogramming or embroidery services cannot be returned unless faulty, due to the bespoke nature of these products.

Returning Faulty Items

Firstly, we are sorry that you may have received a faulty item. If you believe that your item purchased directly from www.katieloxton.com/us 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, in this instance we will issue return labels and we will refund you the full costs of the items. 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 accept returns of personalized items as faulty if the damage is a result of general wear and tear. Please contact us if you would like further information.

Katie Loxton items purchased in one of our retailers must be returned to the retailer where the item was purchased. Proof of purchase is required, and you will have to follow the retailer’s return policy.

Processing Your Refund

Refunds will be made within 10 days of the date of the cancellation notice. The refund will be applied to the Credit or Debit card used to place the initial order. Refunds may take up to 14 days to appear in your account. Delivery costs are only refunded for faulty goods.

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