Returns & Exchanges

Returns & Delivery

We want you to be happy with your Kemi Telford piece. Every item is made and packed with care, and we hope it will be worn and loved for years to come. But if something is not quite right, our returns policy is here to keep things simple and fair for you and for us as a small independent brand.

Incorrect or Faulty Items

From time to time, mistakes happen. We are sorry if you have received an incorrect or faulty item.

Please email help@kemitelford.com within 72 hours of receiving your order and include:

  • your order number

  • a brief description of the issue

  • a photo, if the item is faulty

We will do our best to put things right quickly. If the item is faulty or incorrect, we will refund your return postage and offer a replacement or full refund.

Returns

If you would like to return your order, please start your return within 14 days of delivery through our returns portal. Once your return has been registered, you then have 14 days to send your item back.

To start a return, sign in using the email address linked to your order. We will send you a one-time code so you can access your order and submit your return request.

Acceptable Returns Conditions

  • Returned items must be sent back in original, saleable condition, with tags attached and any fabric pouch included if supplied.

  • Items must be unworn, unwashed, and free from marks, odours, perfume, deodorant, makeup, hair, including pet hair, or any other signs of wear.

  • This is important to us, as we want every customer to receive their order in excellent condition.

If an item is returned in a condition that does not meet these requirements, we reserve the right to refuse the return and send it back to you.

In some cases, we may choose to accept the return with a deduction to cover the cost of cleaning, steaming, or restoring the item, where possible.

Please note that jewellery, hair accessories, Christmas stars, and items made from remnants, including remnants sold separately, are non-returnable.

Posting Your Return

Return postage is the responsibility of the customer unless the item is faulty or incorrect.

Please use a tracked service and keep your proof of postage until your refund has been fully processed.

Once your return arrives back with us, please allow up to 5 working days for it to be checked and processed.

There is no need to contact us during this period. Please retain your proof of postage until your refund is complete.

Once your refund has been issued, it may take a little longer to appear in your account depending on your bank or card provider.

Refunds & Shipping

Original shipping costs are non-refundable unless the item is faulty or incorrect.

Where Kemi Telford has paid customs duties, import taxes or similar import charges on your behalf, these costs are non-refundable and will be deducted from your final refund if the order is returned.

From time to time, we may refund shipping as a gesture of goodwill, but this is at our discretion.

These conditions do not affect your statutory rights under UK consumer law.

Exchanges

We offer exchanges for UK customers where the replacement item is the same price as the item being returned.

If you would like to exchange for an item at a different price, please place a new order and return the original item to us.

Final Sale Items

Sale items can be returned unless the product page clearly states that the item is final sale or non-returnable.

Please register your return within 14 days of delivery. Items must be unworn, in their original condition and with all tags attached.

We do not offer exchanges on sale items.

If an item cannot be returned, this will be clearly stated on the product page before purchase.

Gifts & Gift Cards

If you received a gift, we can offer an exchange or gift voucher.

If your order was paid for using a gift card, any refund will be returned to that same gift card code.

International Returns

If you are returning an item from outside the UK, please mark the parcel RETURNED GOODS and include your original order number clearly on the outside.

For EU returns, please also mark the parcel BRITISH RETURN to help identify the shipment as returned goods.

Please make sure your courier understands that the parcel is a return to the UK. Any customs charges, duties, taxes or handling fees incurred because the parcel has not been correctly declared as returned goods may be deducted from your refund.

Return postage is the responsibility of the customer unless the item is faulty or incorrect.

Duties, Taxes & International Refunds

For some international orders, Kemi Telford pays customs duties or import taxes on the customer's behalf so that the order can be delivered without the customer having to pay these charges separately on arrival.

These duties and taxes are paid to customs authorities and are not retained by Kemi Telford.

If you return an order for which we have paid customs duties, import taxes or similar charges on your behalf, the amount we paid will be deducted from your final refund.

If you refuse delivery of an international order, any customs charges, duties, taxes, carrier fees and return-to-sender costs incurred by Kemi Telford may also be deducted from your refund.

Delivery Delays or Lost Parcels

We work with trusted delivery partners such as Royal Mail and DHL, but delays can occasionally happen.

Please check the tracking link in your dispatch email for updates first.

If your parcel has not arrived within 7 working days of the expected delivery date, please contact help@kemitelford.com and we will help you resolve it.

Cancellations

Once an order has been placed, it cannot be cancelled as we begin processing it straight away.