Refund policy

 

Return & Refund Policy

Effective date: Monday 18th January 2026
This policy applies to purchases made through our online store. It does not affect your statutory rights.

1) Returns at a glance

Change of mind (online orders): You can request a return within 14 days of delivery.
Faulty / damaged / wrong item: Contact us and we will resolve it with a replacement, repair, or refund as appropriate.

2) How to request a return (must do)

Before sending anything back, email us to request return approval:

Email: info@k3dcouture.com
Subject: Return Request – Order #[ORDER NUMBER]

Please include:

• Order number

• Item(s) you want to return

• Reason for return (change of mind / size / wrong item / damaged / faulty)

• Photos (required for damaged/faulty/wrong item)

We will reply with:

• Return approval (or next steps)

• Return instructions

• Return address (and label options where available)

Returns sent without approval may be delayed or refused.

3) Change-of-mind returns (14 days)

If you change your mind, you must:

• Request the return within 14 days of delivery, and

• Send the item back within 14 days of return approval (or as instructed)

To qualify for a change-of-mind return, items must be:

• Unworn, unwashed, unused

• Free from perfume, makeup marks, deodorant marks, stains, pet hair, or damage

• With all original tags/labels attached

• In original packaging where applicable

You may try items on at home, but if an item shows signs of wear beyond normal trying-on, we may reduce the refund to reflect any loss in value.

Return shipping for change-of-mind returns: Customer is responsible for return postage unless we state otherwise.

Original shipping fees: Standard delivery fees may be refunded where legally required. Upgraded shipping (e.g., express) is not refunded.

4) Exchanges

We offer exchanges for size or style where stock is available.

To request an exchange:

• Email us within 14 days of delivery

• The item must meet the same condition rules as returns

If the replacement item is unavailable, we will issue a refund after the return is received and approved.

5) Faulty, damaged, or incorrect items

If your order arrives faulty, damaged, or incorrect:

• Contact us as soon as possible (preferably within 48 hours of delivery)

• Include clear photos of:

  • The issue

  • The item’s tag/label (if relevant)

  • Packaging (if damaged during transit)

Once confirmed, we will offer one of the following:

• Replacement (if available)

• Repair (if appropriate)

• Partial refund (if you prefer to keep the item)

• Full refund

If it is confirmed as our error (faulty/damaged/wrong item), we will cover reasonable return costs or provide a return label where available.

6) Items we cannot accept for return (unless faulty)

For hygiene and safety reasons, the following are not eligible for return or exchange unless faulty:

• Underwear/intimates where hygiene seal is broken or removed

• Swimwear where hygiene seal is broken or removed

• Earrings/pierced jewellery

• Items marked as “Final Sale” (where permitted)

• Custom or personalised items (including made-to-measure)

7) Refunds (how and when)

Once your return is received and inspected:

• If approved, refunds are issued to the original payment method

• Refund processing: typically 3–7 business days after inspection

• Bank processing times may vary

We will notify you by email once your refund has been processed.

8) Return shipping and proof of postage

We strongly recommend using a tracked return service.

If a return is lost and you cannot provide proof of postage/tracking, we may be unable to process a refund because we cannot confirm receipt.

9) Orders marked “Delivered” but not received

If tracking shows “Delivered” but you did not receive the parcel:

1. Check safe places, neighbours, reception/concierge

2. Contact us within 48 hours with your order number

We will assist with a courier investigation. Outcomes depend on the courier’s findings.

10) Chargebacks and disputes

If there is an issue, please contact us first. We will work quickly to resolve delivery, return, or refund concerns. Unnecessary chargebacks may delay resolution while the payment provider investigates.

11) Contact

Email: info@k3dcouture.com
Customer support hours: Mon–Fri: 10:00–18:00 (UK time)
Sat: 11:00–15:00 (UK time)
Sun: Closed