Late Deliveries & Returns
Incorrect or faulty items
From time to time, we do make mistakes. If you've received an incorrect or faulty item, we are very sorry. Please email us at firstname.lastname@example.org with your order number, and a brief description of the problem. For faulty items, a photo would also be wonderful. We will do everthing we can to sort it out. Thanks.
For incorrect or faulty items, we will reimburse you for the postage charge.
We want you to be delighted and entirely satisfied with your purchase. If you are not and it is still elligible for return, please email us at email@example.com for instructions on how to proceed.
This email must be sent within 14 days of delivery. Please do not skip this part. 'Day 1' is the day of delivery, or day of first attempted delivery if more than one attempt at delivery was required. Sadly, we cannot authorise a return if you have not notified us within 14 days.
We ask that you help us by sending your unwanted items back carefully folded just like you have received it. Please also do up the buttons and take out belts from loops.Thank you!
Kemi Telford reserves the right to refuse return of any item that does not meet our conditions. Items that appear visibly worn are not elligible for return.
Jewellery is non-returnable. Remnant pouches purchased separately (ie. 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/or close accounts based on order or returns behavior.
Posting the return
Except for faulty or incorrect items, we are not responsible for the return postal costs. 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 own peace of mind, you should keep your postage receipt with a tracking number until you have received your refund.
Please allow any refund time to show up in your account or on your 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 if you are returning from the EU please clearly mark package as "BRITISH RETURN" to avoid additional charges.
In our Sale section, you will find some really great bargains. We understand that mistakes can be made when shopping online as you may buy an item that does not fit your frame perfectly. However, may we suggest that you think about crafty customisation of your sale item? Most times finding a tailor to get the perfect fit would outweigh the time and money spent on a return. If you still can't make it work, and it is still elligible for return then please follow the return procedure above.
We do not refund postage on sale items returned for a refund.
Gift cards may not be refunded.
If an order is refunded that was wholly or partially paid for with a gift card, then the gift card part of the purchase will be refunded by re-activating the gift card (with same voucher code as before).
If the item was as a gift and shipped to you directly, and it is still elligible for return. We may be able to offer you a gift voucher in exchange for the item. Please email firstname.lastname@example.org for advice.
We do not offer exhanges. If you need a different size or colour, please place a new order for the right one, and if you are elligible make a return of the old item.
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 really sorry about that, and ask for your patience. When we dispatch your order from our fulfillment 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, please 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. Note, that the amount of time after dispatch that it takes for a parcel to become officially lost varies according to the delivery provider as well as your location. Please check the delivery provider’s website for details. For Royal Mail Tracked 48, a parcel is not generally regarded as lost until the due date plus 7 working days.
If your parcel is lost, please contact as 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 normally included within the cost of the item, unless explicitly stated by us that we will pay the duties.