Returns & Exchanges

Last updated: 31 October 2025

We want you to love your Klerenhaus order. If something isn’t perfect, here’s how returns, exchanges and refunds work.

If anything here isn’t clear, email support@klerenhaus.com with your order number and we’ll help.

Return Window

UK & International: Return or exchange within 30 days of delivery.
Holiday period: Orders delivered 15 Nov–31 Dec may be returned until 15 Jan.
Items must be unused, unwashed, with all original tags/labels and in the original packaging (e.g., shoe boxes inside a protective outer carton). Keep any free gifts if specified as “yours to keep”; otherwise add them back to avoid partial-charge adjustments.

Your statutory rights are not affected.

What’s Returnable (and What’s Not)

Returnable: Most apparel, outerwear, accessories.

Not returnable for hygiene/safety reasons:

Underwear, hosiery, swimwear without the hygiene liner/seal intact
Earrings & body jewellery
Opened beauty/cosmetics
Face coverings
Perishables
Personalised / custom / made‑to‑order items (unless faulty)
Final Sale or Clearance items marked on the product page

If an item arrives damaged or faulty, it’s always eligible—see Faulty or Incorrect Items below.

Exchanges

We currently offer two easy options:

Instant Exchange: Re‑order the correct size/colour and return the original for a refund. This is the fastest way to secure stock.
Standard Exchange: Request an exchange in your return request (see How to Start a Return) and we’ll ship the replacement once we receive and check your return. Exchanges are like‑for‑like (same item, different size/colour) and subject to stock.

Fees & Return Shipping

UK returns: Create a return request to receive a pre‑paid label. A £3.95 return fee is deducted from your refund (exchanges are free for the first exchange on a given order).
International returns: You may use any tracked postal service. Return postage is paid by the customer. Please mark customs forms as “Return of Goods” to avoid import charges.
Original (outbound) shipping isn’t refundable unless the order is faulty/incorrect or you’re exercising your right to cancel for the entire order within the statutory cooling‑off period (see below). If a promotional Free Shipping threshold was used and your return drops the order below the threshold, the standard shipping cost may be deducted from your refund.
We don’t charge restocking fees.

Right to Cancel (UK & EU consumers)

For most online purchases you may cancel within 14 days of delivery without giving a reason. To exercise this right, contact us within 14 days of delivery and then send items back within 14 days after that. We’ll refund the item(s) and the standard outbound shipping cost (if you return the entire order). Upgraded/express delivery is not refunded. Exclusions apply to personalised and hygiene‑sensitive items. This is in addition to our 30‑day policy. Your statutory rights remain unaffected.

How to Start a Return

Email support@klerenhaus.com with subject “Return Request – [Order #]”.
Tell us: item(s) you’re returning, reason, and whether you want a refund or exchange (size/colour).
We’ll reply with a Return Authorisation and label (UK) or instructions (International).
Pack items securely. Include your order number inside the parcel.
Keep your proof of postage and tracking number until your refund/exchange is completed.

Multiple items may be returned in one parcel if authorised together.

Processing Times

Returns inspection: 1–3 working days from the day the parcel reaches our returns hub.
Refunds: Issued to your original payment method within 3–5 working days after inspection. Your bank/card provider may take 3–10 working days to post it.
Exchanges: Dispatched after your return passes inspection; you’ll receive a new tracking email.

Faulty or Incorrect Items

If your item is faulty, damaged in transit, or we sent the wrong item/size:

Email support@klerenhaus.com within 7 days of delivery (or as soon as reasonably possible) with photos showing the issue, plus your order number.
We’ll prioritise a replacement, repair, or refund as appropriate and cover any return shipping.

Normal wear & tear or damage caused by improper use, washing, or alteration isn’t considered a manufacturing fault.

Pre‑Order / “Sourced for You” Items

Some items are labelled Pre‑Order or Sourced for You and may have longer lead times. These are returnable under the same conditions as standard items unless stated otherwise on the product page (e.g., personalised items). Please allow an extra 1–2 working days for processing at our hub.

Bundles, Multi‑Buy & Gifts

If you return part of a bundle or multi‑buy offer (e.g., “Buy 2 save 10%”), your refund may be recalculated to reflect the items kept.
Gift returns: We can refund to the original payment method or provide store credit to the gift recipient (let us know which you prefer).

Return Address

We’ll provide the correct return address in your authorisation email. Do not send items back without authorisation as they may be delayed.

Packaging & Condition Checklist

All original tags/labels attached
Original packaging (e.g., branded boxes, dust bags) protected inside an outer carton
No signs of wear: deodorant marks, makeup, fragrance, pet hair, or tailoring
Footwear tried on indoors only

Returns that don’t meet these conditions may be refused or subject to partial refunds.

Cancellations & Order Changes

We aim to process orders quickly. If you need to cancel or edit your order, contact us immediately at support@klerenhaus.com. We can’t guarantee changes after dispatch.

Contact

Questions? Need help choosing a size before ordering? Email support@klerenhaus.com.

Quick Summary

Return window: 30 days from delivery (holiday returns to 15 Jan)
UK returns: Pre‑paid label; £3.95 deducted (exchanges free for first swap)
International returns: Use tracked post; customer pays return shipping
Refund timing: 3–5 working days after inspection (bank posting 3–10 days)
Not returnable: Hygiene items, personalised/custom, final sale, opened cosmetics
Faulty/incorrect: We cover shipping and prioritise a fix or refund
Statutory right to cancel: Notify within 14 days, return within 14 more; standard shipping refunded on full‑order returns