Refund policy

Returns & Refunds Policy

We understand that sometimes things don’t work out. While we accept orders from customers around the world, please note that returns and refunds are only available for orders placed within the UK. Due to the complexities of international shipping and processing, we are currently unable to accommodate returns or refunds for orders outside the UK.

UK Orders – Return Policy

We offer a 14-day return window, meaning you have 14 days from the date of delivery to request a return.

To be eligible for a return:

  • The item must be unused, unworn, and in its original condition

  • All tags must be attached

  • The item must be returned in its original packaging

  • You’ll need to provide a receipt or proof of purchase

To begin a return, please email us at info@kwaleo.com. Once your return is approved, we’ll provide a free return shipping label along with step-by-step instructions.
Returns sent without prior approval will not be accepted.

If you have any questions at all, feel free to contact us at info@kwaleo.com.

Damaged or Incorrect Items

Please check your order as soon as it arrives. If you receive a damaged, defective, or incorrect item, contact us immediately so we can sort it out as quickly as possible.

Non-Returnable Items

The following items are not eligible for return:

  • Custom or personalised items

If you’re unsure about a specific item, just reach out—we’re here to help.

Exchanges

Want to swap your item for something else? The quickest way is to return the original item (once accepted), and place a new order for the one you want.

EU Orders – 14-Day Cooling Off Period

If your order is being delivered within the European Union, you’re entitled to a 14-day cancellation period, during which you can return your item for any reason—no explanation needed.

The same conditions apply: the item must be unused, with original tags and packaging, and accompanied by proof of purchase.

Refunds

Once we receive and inspect your return, we’ll notify you of the outcome. If your return is approved, a refund will be issued to your original payment method within 10 business days.

Please note: It may take additional time for your bank or credit card company to process the refund.

If more than 14 business days have passed since your return was approved and you haven’t received your refund, please contact us at info@kwaleo.com.