Refund policy

Do we accept returns? Yes. Kembleton accepts returns within 14 days of you receiving your order. This policy explains who is eligible, how to start a return, who pays for return shipping, and how and when you will be refunded. This policy applies to the entire Kembleton catalogue.

Your 14 days right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your order and return your items within 14 days starting from the day you (or someone you nominate) receive the goods. You do not need to give a reason to cancel within this period.

Return eligibility

To be eligible for a return, items should be:

  • Unworn, unwashed and in the same condition in which you received them;
  • With all original tags and labels still attached, and in their original packaging;
  • Returned within the 14 days window described above.

You may try items on to check size and fit, as you would in a shop. If the value of the goods is reduced because they have been handled more than was necessary to establish their nature, characteristics and functioning, we may make a proportionate deduction from your refund, as permitted by the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Items we cannot accept

For hygiene reasons, we may be unable to accept the return of items such as underwear, swimwear or pierced jewellery unless they are unopened, unused and with any hygiene seal intact, unless the item is faulty. Items that have been worn, washed or altered, or that have their tags removed, may not be eligible for a refund unless faulty. Faulty, damaged, incorrect or undelivered items are always covered, as set out below, regardless of this section and regardless of the general 14-day window.

How to start a return

You can start a return in either of the following two ways. Please include your order number, the item(s) concerned and the reason for the return:

  1. By email: write to contact@kembleton.com with the subject "Return – [your order number]".
  2. By telephone: call us on +447488813060 during our customer service hours (Monday to Friday, 08:00 to 18:00 (GMT/BST). Closed on Saturdays, Sundays and public holidays.).

Once we receive your request, we will confirm the return and send you the return instructions.

Return shipping and address

Unless the item is faulty, damaged, incorrect or never arrived, return shipping is at the customer’s cost. We recommend using a tracked service, as we cannot be responsible for returns lost in transit. No storage or restocking fee applies.

Please send approved returns to our dedicated returns address:

Returns address 26 AVENUE DE GUEUGNON, 93140 BONDY, FRANCE

Please note: this returns address is separate from our registered office (10 RUE DE LA PAIX, 75002 PARIS, FRANCE). Do not send returns to the registered office.

Specific situations

Your order never arrived

If your order has not arrived within the total estimated delivery time of 5 to 10 business days (Monday to Friday), contact us at contact@kembleton.com. We will investigate with UPS and arrange a replacement or a full refund, including any shipping you paid. You will not be left out of pocket.

Your order arrived damaged

If your item arrives damaged, contact us within 48 hours of delivery with your order number and photographs. We will arrange a free replacement or a full refund. You will not be charged for return shipping in this case.

You received the wrong item

If you receive an item different from the one you ordered, contact us and we will arrange for the correct item to be sent and the wrong item collected or returned at our cost. There is no charge to you.

Your item is faulty or develops a fault

Faulty items are covered by the legal guarantee under the Consumer Rights Act 2015. Kembleton does not offer an additional commercial warranty; your statutory rights apply in full. Contact us and we will arrange a repair, replacement or refund as appropriate, at no cost to you. Return shipping for a faulty item is at our cost.

How and when you are refunded

Refunds are issued to your original payment method. Once we receive your returned item and inspect it, we will process your refund within 7 to 10 business days. The time it then takes to appear on your statement depends on your bank or payment provider.

Where you are entitled to a refund of the original delivery (for example a faulty, damaged, incorrect or undelivered order), this will be included. As our standard shipping is free, no delivery charge will normally apply.

Your statutory rights

This Refund Policy is in addition to, and does not affect, your statutory rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Contact us

If you have any questions about this policy, please contact Kembleton using the details below. We aim to reply to all enquiries within 24 working hours.

Trading name Kembleton
Registered business Silavann-john LIM (SNL.CF)
Email contact@kembleton.com
Telephone +447488813060
Customer service hours Monday to Friday, 08:00 to 18:00 (GMT/BST). Closed on Saturdays, Sundays and public holidays.
Registered office 10 RUE DE LA PAIX, 75002 PARIS, FRANCE

If we cannot resolve a complaint about a return or refund, you can seek free, independent advice from the Citizens Advice consumer service.

Last updated: 11 August 2026