Return & Refund Policy
Last Updated: 12 June 2026
At Kingsley & Vale, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please contact our customer support team and we will do our best to find a fair and reasonable solution.
Please read this policy carefully before submitting a return request.
Return Eligibility
You may request a return within 30 days of receiving your order.
To be eligible for a return, items must:
- Be unworn, unused, and unwashed.
- Be in their original condition.
- Have all original tags and packaging intact.
- Be free from damage, stains, odours, alterations, or signs of excessive use.
Items that do not meet these requirements may not qualify for a refund.
All returns must be approved by Kingsley & Vale before being sent back.
How To Request A Return
To request a return, please contact us at:
Please include:
- Your order number
- The item(s) you wish to return
- The reason for your return request
- Clear photographs where applicable
Once your request has been reviewed and approved, we will provide further return instructions.
Returns sent without prior authorisation may not be accepted or processed.
Return Shipping Costs
Unless an item is confirmed to be faulty, damaged upon arrival, or incorrect, customers are responsible for all return shipping costs.
This includes:
- Return postage costs
- Customs duties
- Import fees
- Taxes
- Any additional charges associated with the return shipment
Customers are responsible for arranging and paying for their own return shipping.
Kingsley & Vale does not provide prepaid return labels for customer remorse returns, including sizing concerns, change of mind purchases, preference changes, or unwanted items.
We strongly recommend using a tracked shipping service. Returns that cannot be verified through valid tracking information may not be eligible for processing.
Original shipping costs are non-refundable.
Non-Returnable Items
For hygiene, safety, or product protection reasons, certain items may not be eligible for return, including:
- Underwear
- Swimwear
- Earrings and certain jewellery items
- Personal care products
- Gift cards
- Any item returned in a used, washed, altered, or damaged condition
Sale or clearance items may not be eligible for return unless the item is faulty or otherwise required by applicable law.
Alternative Resolution
In some cases, returning an item may not be the most practical or cost-effective option.
Where appropriate, Kingsley & Vale may offer an alternative solution, including:
- A partial refund
- Store credit
- A replacement item
- A discount on a future purchase
Any alternative resolution offered by Kingsley & Vale shall be considered a full and final settlement of the matter once accepted by the customer.
Damaged, Faulty, or Incorrect Items
If you receive an item that is damaged, defective, faulty, or incorrect, please contact us within 30 days of delivery.
To help us investigate and resolve the issue efficiently, please provide:
- Your order number
- A detailed description of the issue
- Clear photographs showing the problem
Claims submitted without sufficient supporting information may be delayed or rejected.
Once reviewed, we will determine the most appropriate solution, which may include a replacement, store credit, partial refund, or full refund where applicable.
Refund Process
Refunds will only be issued after the returned item has been received and inspected, unless otherwise agreed in writing by Kingsley & Vale.
Approved refunds will be processed to the original payment method used for the purchase.
Refunds cannot be issued to alternative payment methods, bank accounts, or third parties.
Please allow up to 14 business days for approved refunds to be processed after inspection and approval.
Depending on your bank or payment provider, additional processing time may apply before funds appear in your account.
Order Cancellations
Orders are processed quickly to ensure efficient fulfilment.
For this reason, cancellation requests cannot be guaranteed once an order has been placed.
If you need to make changes to your order, please contact us immediately at:
While we will always do our best to assist, orders that have entered processing may no longer be eligible for cancellation or modification.
Delivery Responsibility
Customers are responsible for providing accurate shipping information at checkout.
Address changes or corrections must be requested within 24 hours of placing an order.
While we will make reasonable efforts to assist, changes cannot be guaranteed once order processing has begun.
Where tracking information confirms successful delivery to the address provided by the customer, Kingsley & Vale cannot be held responsible for parcels that are subsequently lost, stolen, misplaced, or inaccessible after delivery.
Customers should first check with household members, neighbours, safe locations, and the courier before reporting a parcel as missing.
Chargebacks & Payment Disputes
If you experience any issue with your order, we kindly ask that you contact our support team first so we can attempt to resolve the matter quickly and fairly.
Opening a chargeback or payment dispute before contacting Kingsley & Vale may delay the resolution process while the claim is investigated.
Contact Us
Kingsley & Vale
📧 info@kingsleyvale.com
Our customer support team aims to respond to all enquiries within 24–48 business hours.