Refund policy
At Kallos London, we're committed to making your shopping experience clear and hassle-free. If you're not completely happy with your purchase, our return and refund policy is designed to be fair and easy to follow.
Returns
You may request a return within 30 days of receiving your order. To qualify, the following conditions apply:
- Items must be unused, undamaged, and in the same condition you received them.
- All original labels, tags, and packaging must be intact.
- Proof of purchase — such as your order number or receipt — is needed.
The following items cannot be returned:
- Items removed from their original packaging or showing signs of use.
- Sale or clearance items, where noted at the time of purchase.
- Personalised, monogrammed, or made-to-order items (where applicable).
How to start a return
To begin a return, please reach out to our customer service team with the following details:
- Your full name
- Order number
- Reason for return
- Photos, if the item is faulty, damaged, or incorrect
We'll then send you a return authorisation along with step-by-step instructions. Please note we do not supply return labels.
To get started, email us at support@kalloslondon.com
Once we've received your request, we'll be in touch.
Who covers return postage
| Reason for return | Who pays return postage | Outcome |
|---|---|---|
| Faulty, damaged, or incorrect item | Kallos London | Full refund or replacement |
| Change of mind, wrong size, no longer wanted | Customer | Customer's responsibility |
Please make sure all returned items are packaged securely to prevent damage in transit.
Refunds
Once we've received and inspected your returned item, we'll let you know whether your refund has been approved or declined. Approved refunds are processed within 10 working days and issued to your original payment method. Original shipping costs are non-refundable unless the return is due to an error on our part.
Exchanges
Yes, we offer exchanges. If you'd like to swap an item, contact our customer service team with your request. You'll need to return the original item first; once we receive it, we'll send out your replacement.
Cancelling an order
You can cancel your order any time before it ships by contacting our support team. If your order has already been dispatched, please follow the return instructions above.
Restocking fees
We don't charge restocking fees, so you can return eligible items without any extra costs.
Return address
Kallos London
Banbury Point, 1 Cording Street, London E16 6TT, United Kingdom
We recommend using a tracked service such as Royal Mail for all returns.
Your statutory rights
This return and refund policy does not affect your statutory rights under applicable UK consumer protection law.
Customer support
For any questions about returns, refunds, or general enquiries, please contact:
- Phone: +447446188546
- Email: support@kalloslondon.com
- Support hours: Monday to Friday, 9:00 AM to 6:00 PM
