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EXCHANGES & RETURNS


Making a return or exchange of items bought at KRISTINA GOES WEST online shop is easy. Under the new Consumer Contracts Regulations you have a legal right to return or exchange your order within 7 working days after receiving the items. Simply request a returns merchandise authorization number (RMA) from us by contacting our Customer Service via e-mail info@kristinagoeswest.com

To make your returns and exchanges even easier, we will return inbound delivery cost if items are returned via our preferred courier / post service together with a proof of payment.

Receiving your RMA

To receive your RMA number, send e-mail to info@kristinagoeswest.com letting us know why you would like to return or exchange your purchase.

We will get back to you in 24-48 hours with the RMA number, which is valid for the next 7 working days within which you can send your unwanted item(s) back to us.

Exchanges

There is no charge to exchange items for a different size, however all exchanges are based on stock availability. Shipping is also free on the replacement item, but if you are based outside the EU you will need to pay taxes and duties on this.

Simply request a Returns Merchandise Authorization (RMA) number by e-mailing us at info@kristinagoeswest.com within 7 working days of receiving your order, and then specify the new size you require.

For exchanges outside the EU, with the RMA number we will send you a breakdown of cost and ask to authorise KRISTINA GOES WEST to deduct the total taxes and duties from the original card used to place your order.

Please note that we are only able to offer size exchanges, depending on its availability. If you wish to exchange your item for an alternative style, we suggest that you return it for a store credit and purchase the new piece separately.

Receiving a refund

Your refund will be credited to the original purchaser's credit card including shipping costs.

If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through. However, you may be able to recover these by contacting your local customs bureau directly.

Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.

Late returns

An RMA number should be requested within 7 working days of receiving your order. You should then return your item(s) within 7 working days of receiving this number.

Returns outside these timeframes may be accepted at the discretion of KRISTINA GOES WEST and may only be refunded as a store credit.

Our policy

Items should be returned new, unused, and with all KRISTINA GOES WEST and designer garment tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.

Where provided, belts and any designer packaging such as authenticity cards, dust bags and leather tags should be included with your return.

Please email our customer service to info@kristinagoeswest.com if any of your purchases have been delivered without our tags.

All items returned should have a Return Merchandise Authorization (RMA) number. Unidentified returns may be returned to the sender.

- Shoes:

All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to the customer.

- Lingerie & Swimwear:

Briefs, swimming costumes and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip. Returns may not be accepted if this strip has been removed or if items are soiled, and may be sent back to the customer.

- Earrings:

According to the new Consumer Contracts Regulations and set hygiene standards, we no longer can accept returns and exchanges of stud earrings. You should always check if a bought pair suits your style, by holding earrings next to your ear. Once tried – they cannot be returned.

- Faulty goods:

Goods are classified as faulty if they are received damaged. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.

Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item cannot be repaired or replaced.

For all faulty items outside of our Returns Policy, please contact customer service at info@kristinagoeswest.com.

-Colours:

We have made every effort to display as accurately as possible the colours of our products that appear on KRISTINA GOES WEST. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.

Important information

All items at our online shop are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition please contact us immediately.

Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.

Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.

You may return the goods by any secure means you prefer to use. Our address for all returns is Kristina Goes West Limied, Returns and Exchanges, 23-2 Highgate West Hill, London N6 6NP, UK.  We request that you contact our customer service at info@kristinagoeswest.com in relation to such returns. 

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