- What is your returns policy?
- How do I return my order?
- How long will it take for you to process my return?
- Do you refund the initial delivery cost to me when I make a return?
- Is the online returns policy the same as the returns policy in your stores?
- Can I take my online purchases to a branch of kew.159 for a refund?
- Can I return my online purchases to a kew.159 concession for a refund?
- When my refund is processed at a kew.159 store can I get a cash refund even though I paid by credit card?
- What is your refund policy for goods bought in the sale?
- Can I return sale items bought online to kew.159 stores?
- How do I cancel my order under the distance selling regulations?
What is your returns policy?
We have a free returns policy. We hope that you are happy with your purchases but, if for some reason you would like to return them we try to make the process as easy as possible. You will find with your order a free returns label - please follow our guidelines below to make a return:
- You have 14 days from the day you receive your order in which to return all or part of it for a full refund.
- All online Sale items are refundable, but these must be returned within seven days of receipt.
- We are more than happy to process a full refund on all items so long as they are returned in an unworn and undamaged condition.
How do I return my order?
Your order will have paperwork enclosed with it that explains how and where to return your order.
You will need to complete the enclosed Returns Form stating your reason for return. Please take the time to fill this in carefully as your feedback is extremely important to us.
Carefully wrap your items and (if possible) re-use the original packaging to return your goods.
Attach the pre-paid label enclosed in the order and take the package to a Post Office where it will be stamped and posted to us free of charge.
Please retain your proof of postage.
Our returns address is:
- Returns Department
- kew.159
- 10b Viscount Way
- South Marston Park
- Swindon
- Wiltshire
- SN3 4TN
How long will it take for you to process my return?
We aim to refund your returns as quickly as we dispatch them but, during busy periods - especially at the beginning of a new season and during the sale - this may not always be possible. We will make sure that all returns are refunded within 30 days of receipt by us. Once your refund has been processed you will receive a confirmation by email.
Do you refund the initial delivery cost to me when I make a return?
No. We do not refund any delivery charges. We will only refund your postage costs if you are returning an item that is either deemed to be faulty or if we have mistakenly sent you the incorrect item.
Is the online returns policy the same as the returns policy in your stores?
Because our online service complies with the Distance Selling Regulations, items purchased in our branches are subject to a different Returns Policy and it is advisable ask about these prior to purchase in store.
Can I return my online purchases to a branch of kew.159 for a refund?
Yes you can. You can return any of your items to any branch of kew.159 for a full refund as long as it is within 14 days of receipt of the order on full priced items and seven days for Sale goods. You will need to take the paperwork that accompanied your order with you to the store as proof of purchase. We will also ask you to fill out the ‘reason for return’ form on the Returns note as this essential feedback helps us improve our service to you.
Can I take my online purchases to a kew.159 Concession for a refund?
You can return your online purchase to a kew.159 concession held within a branch of Jigsaw, but you cannot return any kew.159 purchases to any branch of John Lewis for a refund.
When my refund is processed at a kew.159 store can I get a cash refund even though I paid by credit card?
No. All purchases made online will be refunded only to the credit card used in the original transaction.
What is your refund policy for goods bought in the sale?
All sale items purchased online or by phone are refundable but must be returned within seven days of receipt, in an unworn ‘as new’ condition. All items will be refunded at the price paid. If you have any queries regarding returning sale items, please call the Customer Services team on 020 8487 2001
Can I return sale items bought online to kew.159 stores?
Online/phone purchases can be returned to kew.159 stores as long as they are received by us within the seven days of receipt. Such items returned to stores must be accompanied by their proof of purchase (original dispatch paperwork).
Please note that we are unable to refund or credit note sale items purchased in-store but can provide an exchange instead.
How do I cancel my order under the distance selling regulations?
Under the UK Distance Selling Regulations you have seven working days from the day after you receive your goods to cancel the contract for your order with kew.159.
In this case we will issue you with a full refund including any postage charges paid at the time of order. However, you will need to return the entire order at your cost if you have already received it. In all cases, the goods must be in their original condition and unworn. Your refund will usually be processed within 14 days upon receipt but please allow up to 30 days during busy periods.
If you decide to cancel your order with kew.159 you must let us know in writing by email or fax within seven days from the day after you receive your goods and quote your order number and full name. Please contact us on the details below:
Email: cancellations@kew159.com
Fax: 020 8487 2020
Faxes must be marked for the attention of kew.159.
The goods must then be returned to kew.159’s distribution centre in Swindon based on the step process provided on the returns form dispatched with your order.
