Late Deliveries & Returns
We want you to be completely happy with your Kemi Telford piece. Each item is made and packed with care, and we hope it brings you joy for years to come. But if something isn’t quite right, our returns policy is here to make things simple and fair — for you and for us as a small independent brand.
Incorrect or Faulty Items
From time to time, we make mistakes. We’re truly sorry if you’ve received an incorrect or faulty item. Please email help@kemitelford.com within 72 hours of receiving your order, including:
- Your order number
- A brief description
- A photo (for faulty items, this helps us fix things quickly)
We’ll do our best to sort it out right away. If the item is faulty or incorrect, we’ll refund your postage and send a replacement or full refund.
Returns
We hope you love your Kemi Telford piece, but if it’s not right, you can return it.
Please email help@kemitelford.com within 14 days of delivery for return instructions. You’ll then have another 14 days to send the item back.
Items must be in their original condition, neatly folded, with tags still attached.
Please fasten buttons, remove belts from loops, and include the fabric pouch (if supplied).
We reserve the right to refuse returns that are visibly worn, damaged, or not in their original condition.
Please note that jewellery, hair accessories, Christmas stars, and items made from remnants (including remnants sold separately) are non-returnable.
Posting the Return
Return postage is your responsibility unless the item is faulty or incorrect. Please use a tracked and signed-for service and keep your proof of postage until you’ve received your refund.
Refunds are issued once we’ve received and checked the item. Please allow your bank or card provider a few days to process it.
Refunds, Shipping & Restocking Fees
Each order is packed and shipped with care. Please note that original shipping costs (for sending your order out) are non-refundable, unless your item is faulty or incorrect. From time to time, we may refund shipping as a gesture of goodwill, but this is at our discretion.
We reserve the right to charge a £10 restocking fee applies to returns sent without care. This will help cover the cost steaming, and repackaging items.
These conditions don’t affect your statutory rights under UK consumer law.
Exchanges
We now offer exchanges when the replacement item is the same price as the one being returned. If you’d like to exchange for a different price item, please place a new order and return the original.
Sale Items
Sale pieces can be returned if eligible, but original postage is non-refundable.
Please contact us within 7 days of delivery if you wish to return a sale item and return it within 14 days after that.
Gifts & Gift Cards
If you received a gift, we can offer an exchange or gift voucher.
If your order was paid with a gift card, any refund will reactivate that same card code.
International Returns
If returning from outside the UK, please mark the parcel “RETURNED GOODS” and include your order number on the outside. For EU returns, mark the parcel “BRITISH RETURN” to avoid customs charges. Any import fees incurred will be deducted from your refund.
Duties, Taxes and Refused Deliveries
For international orders, all duties and taxes are the responsibility of the customer. Once your order has been shipped, the customs process begins straight away. DHL pays any import charges in advance to make sure your parcel reaches you as quickly as possible.
If you choose not to accept your order or refuse to pay the import charges, please note that customs will not issue a refund once payment has been made. In this case, we will deduct both the customs charges paid on your behalf and the cost of returning the parcel to us from your refund.
We recommend checking any import fees that may apply before placing your order.
Christmas Holiday Season
Our standard returns policy applies during the Christmas period.
You must still let us know within 14 days of delivery if you wish to return an item.
If you’re unsure about sizing for a gift, our eGift Vouchers are a great alternative.
Delivery Delays or Lost Parcels
We work with trusted partners like Royal Mail and DHL, but occasional delays can happen. Please check the tracking link in your dispatch email for updates.
If your parcel hasn’t arrived within 7 working days of the due date, contact help@kemitelford.com and we’ll help you resolve it.
Cancellations
Once an order has been placed, it cannot be cancelled as we begin processing right away.