Late Deliveries & Returns
From time to time, we do make mistakes. We are very sorry if you've received an incorrect or faulty item. Please email us at firstname.lastname@example.org with your order number and a brief description. For faulty items, a photo would also be excellent. We will do everything we can to sort it out. Please do this within 72 hours of receiving your item.
We will reimburse you for the postage charge for incorrect or faulty items.
We want you to be delighted and entirely satisfied with your purchase. If you are not and it is still eligible for a return, please email us at email@example.com for instructions on how to proceed.
Please send the email within 14 days of delivery. Please do not skip this part. 'Day 1' is the day of delivery or the day of the first attempted delivery if more than one attempt was required. Sadly, we can only authorise a return if you have notified us within 14 days. We will give you another 14 days from when you contacted us to return your unwanted item.
Please help us by returning your unwanted items folded just like you have received them. Please also do up the buttons and take out belts from the loops. Please return the bag if the thing comes in a fabric pouch. Thank you!
Kemi Telford reserves the right to refuse the return of any item that does not meet our conditions. Things that appear visibly worn are not eligible for return.
Jewellery is non-returnable. Remnant pouches purchased separately (i.e. not included with a dress) are also non-returnable. Hair accessories are not refundable.
We monitor account activity and reserve the right to cancel orders, assess fees, and close accounts based on order or return behaviour.
Posting the return
We are not responsible for the return postage costs except for faulty or incorrect items. Orders may be returned using any postal method of your choice, provided that it is returned to us by the due date. We strongly encourage you to send returns by a tracked service as Real Yvonne Ltd t/a Kemi Telford will not take responsibility for items damaged or lost in the return transit. For your peace of mind, keep your postage receipt with a tracking number until you have received your refund.
Please allow any refund time to appear in your account or card.
Kemi Telford is based in the UK. If you are outside of the UK, please write "RETURNED GOODS" and YOUR ORIGINAL ORDER NUMBER on the outside of the parcel - this will help speed up the returns process!
Please note that if you are returning from the EU, please mark the package as "BRITISH RETURN" to avoid additional charges. Any charges by UK customs will be deducted from the total amount to be refunded.
In our Sale section, you will find some great bargains. We understand that mistakes can be made when shopping online; if this happens, we suggest you consider crafty customisation of your sale item. Finding a tailor to get the perfect fit would often outweigh the time and money spent on a return. If you still can't make it work and it is still eligible for a return, then please follow the return procedure above.
We do not refund postage on sale items returned for a refund.
Suppose an order that was wholly or partially paid for with a gift card is refunded. In that case, the gift card part of the purchase will be refunded first by re-activating the gift card (with the same voucher code as before).
If the item was as a gift and shipped to you directly, it is still eligible for return. We can offer you a gift voucher in exchange for the item. Please email firstname.lastname@example.org for advice.
We do not offer exchanges. If you need a different size or colour, please place a new order for the right one, and if you are still eligible, please make a return of the old item.
Christmas Holiday Season
Our standard returns policy applies during the Christmas holiday season. In other words, we still require you to inform us that you wish to make a return within 14 days of delivery (or the day of the first attempted delivery). If you are unsure whether a gift will fit the recipient, you may prefer to give them one of our eGift Vouchers instead.
We've carefully chosen delivery providers (Royal Mail and DHL) due to their reputations for prompt and reliable services. Despite this, deliveries are occasionally delayed; we're sorry and ask for your patience. When we dispatch your order from our fulfilment centre, the delivery provider will send you an email or text message with track-and-trace information. The vast majority of items are delivered on time, but for the few that run late, please use the track-and-trace information to find out when your parcel is due. In case of problems, don't hesitate to contact the delivery provider directly. Unfortunately, we can't provide any other additional assistance for late deliveries.
Very rarely, parcels are so late that they are regarded as lost. The time after dispatch for a package to become officially lost varies according to the delivery provider and your location. Please check the delivery provider's website for details. For Royal Mail Tracked 48, a parcel is generally regarded as lost on the due date plus seven working days.
If your parcel is lost, don't hesitate to contact us at email@example.com. We will either resend the item or issue a refund.
You cannot cancel an order after it has been placed.
Kemi Telford is based in the UK. If you live in a country where duty is payable on goods sent from the UK, please note that this is not generally included within the cost of the item unless explicitly stated by us that we will pay the duties.