Returns Policy


Returns

The following criteria must be met in order to be eligible for a refund.

-You must contact us at sales@klssupplies.co.uk to inform us of your return - you will then be given a return number

- Returns must be postmarked within 30 days of the original order date.

- Item(s) must be new, unused and in their original packaging, along with all accessories. For obvious reasons we do not refund items that have been worn, washed or soiled.

- Items must be returned in a mailing bag or same alternative – do not tape shoe boxes or packaging shut. This will damage the packaging and the product will no longer be resalable.
- Item(s) must be accompanied by the completed returns form noted above in the Returns Process.
- Item(s) must be returned via a traceable shipping method with delivery confirmation – if sent with an untraceable service it is your risk if the parcel is lost and not received.
- All shipping costs must be pre-paid by the party returning the merchandise [i.e. the customer, a.k.a. you].

Exchanges

If you would like another item(s), please follow the Returns Process and return the item(s) for a refund and place a new order. We do it this way as it gets your exchange/refund you want much quicker.

Defective Items

If there is a problem with your order, please contact our customer care on 0871 704 2140 within 30 days of the original order date. While we do everything within our power to ensure that you receive the product(s) you ordered in the condition you expect, sometimes mistakes and accidents happen. We will do our best to ensure that the issue is resolved to your satisfaction. Replacement items will be shipped using the same or faster method as the original order.

Returns Shipping Cost

We not do refund the cost of shipping on any return items unless the item is damaged, faulty or an administrative error has occurred on our behalf. This does not restrict your statutory rights to return faulty merchandise.

Knicker Returns

Due to hygiene reasons we cannot aceept returns on knickers unless faulty. If this is the case please email us at sales@klssupplies.co.uk and we will advise on the procedure to follow.

Shoe returns

All shoes must be unmarked (without scuffs), unworn and in new condition. We recommend trying your shoes on in a carpeted area to avoid making them ineligible for a return. – Do not tape boxes down as this damages the box and would therefore be unsaleable – make sure you send them back in a mailing bag or same alternative.

Sizing issues

If you are returning an item because of a size issue, please make sure you check the costume itself and not rely on the label on the outside packaging. It is not unusual for a manufacturer to use the same labelling or packaging for all costume sizes. In addition, it is possible that the size of the costume is CORRECT while the package labelling is incorrect.

Processing Times

Returns are typically processed within 14 days of receiving the item. Refunds will take from 2-7 business days after your return has been processed depending on the bank / card provider involved. If a refund is denied based on the above criteria, we will automatically return the item to you by the most economical shipping option possible. The service may not be tracked and is at your [i.e. customer] risk.

RETURNS FORM

A returns from will be created and emailed to you once you have contacted us for a returns number. Any returns sent without a processed returns number will not be accepted and the delivery will be rejected and returned to sender.

PACK IT UP

Your return should be packaged neatly with the return address clearly visible – do not tape down shoe boxes or any product packaging – this will damage the condition of the products and will be deemed unsaleable – therefore you are not complying with our returns policy and the return will not be accepted.

SHIP IT BACK

Send your package back to us at the following address:

KLS Supplies
Concorde House
Concorde Way
Stockton on Tees
TS18 3RB
United Kingdom

Please send recorded / tracked delivery and retain proof of postage.

Please included completed Returns Form – Sent by a team member when a returns number has been created for you.

All returns are acknowledged by email and refunds will be credited to the original payment method.

The cost of returning a non-faulty item is borne by the customer and is not refundable.

If any return item(s) is not considered to be in re-sellable condition then we will email a declined return confirmation and return the unit(s) via an economy postage option at our own expense within 14 working days.

REFUNDS

Once we have processed your refund, it can take between 5 - 7 workings days for the money to arrive back in your account.

Please note

Shoe/Boot styles [colours and fabrics] are subject to change without notice due to the manufacturer’s production. These changes, no matter how slight, are beyond our control. We do our best to catch these issues before they arise, however, the manufacturers do not always notify us of these variations. We take great care to reflect any changes in the website descriptions and images as soon as we become aware of them. If you notice any discrepancies before we do, please let us know so we can change our descriptions and photos to provide a better experience for all of our customers. We apologise for any inconvenience this may cause and we thank you for your understanding.