Refund policy
Returns & Refund Policy
At Kala London, we hope you love every piece you receive. If something isn’t quite right, we’re here to help.
Returns
We accept returns within 14 days of delivery.
To be eligible for a return, items must be:
- unworn and unwashed
- in original condition
- with tags attached
- free from perfume, makeup, marks or damage
- returned in original packaging where possible
We reserve the right to refuse returns that do not meet these conditions.
How to return
To request a return, please email us at info@kalalondon.com with:
- your order number
- the item(s) you wish to return
- reason for return
Once approved, we’ll send full return instructions.
Please note:
- customers are responsible for return postage costs unless the item is faulty or incorrect
- we recommend using a tracked postal service, as Kala London cannot be responsible for returns lost in transit
Refunds
Once your return has been received and inspected, we’ll confirm by email.
Approved refunds will be issued to your original payment method within 5–10 working days.
Please note:
- original delivery charges are non-refundable
- your bank or card provider may take additional time to process the refund
Exchanges
We currently do not offer direct exchanges.
If you’d like another size or style, please return your item for a refund and place a new order online.
Faulty or incorrect items
We’re sorry if your order arrives damaged or incorrect.
Please contact us within 48 hours of delivery at info@kalalondon.com and include:
- your order number
- a brief description
- photos of the issue
We’ll resolve this as quickly as possible.
International orders
For international orders:
- return postage is the customer’s responsibility unless the item is faulty
- customs duties, taxes and import charges are non-refundable
- Kala London is not responsible for delays caused by customs
Contact us
For any questions regarding your order or returns, please contact:
Email: info@kalalondon.com
Thank you for shopping with Kala London.