Returns and Shipping

RETURNS AND EXCHANGES

Eley Kishimoto Apparel Ltd offers a returns service for any unwanted items, including changes of mind. We will happily offer a full refund or exchange on defective products. Where shipped products differ from those ordered a full refund or exchange will be made.

Limitations and exceptions

All returned non-defective item(s) must be received within 14 days from our despatch date.

All returned non-defective item(s) must be unworn with all tags and labels still attached and sent back in the original packaging and with original documentation. Items that have been used or worn, laundered, or altered in any way, will not be accepted for return or exchange.

Items purchased from www.eleykishimoto.com/shop cannot be exchanged or returned at any retail outlets selling Eley Kishimoto products, and must be returned to Eley Kisihmoto Apparel Ltd returns department only.

For hygiene reasons, hosiery, lingerie, swimwear, cosmetic and grooming products cannot be returned unless defective.

'One Offs' and items in the 'Bric-A-Brac' section of the store are sold 'as described' and in some instances will be vintage and/ or used. In these cases please see each individual item description for returns policy. Some items may be noted as 'non-returnable'.

'Forward Order' or 'Made to Order' items will be produced specifically for you. Pre-payment upon order will be required. These orders cannot be cancelled and items cannot be returned unless defective.

How to return an item

If you want to return or exchange an item, please contact us as soon as possible via email or telephone. You will be issued with a Returns Reference Number (RRN). Please record the RRN on the returns form (printed on original delivery note/ invoice).

For all returns (other than defective items) original documentation must be enclosed, this is the original delivery note/ invoice/ returns form. Please provide a brief reason for your dissatisfaction by checking the appropriate boxes on the returns form.

For the return of all defective items, you must inform us immediately (within 2 working days of receipt) of the fault/ damage. You must specify any defects when requesting a RRN and proof of purchase must be provided.

All Item(s) must be returned within 14 days from our dispatch date.

All returns should be sent to:

Eley Kishimoto Apparel Ltd
215 Lyham Road
London SW2 5PY
United Kingdom

Questions and queries:

Email: shop@eleykishimoto.com
Call: +44 (0)20 8674 7411 Monday-Friday 10am-5.30pm GMT

We will endeavour to respond to all enquiries within 2 working days.

Please ensure all item(s) are returned using suitable packaging. You are responsible for arranging return shipping. Eley Kishimoto Apparel Ltd strongly advise that you use a traceable, signed for, or courier service (such as Royal Mail Signed For or Special Delivery or UPS/ DHL/ Fedex), as we cannot be held responsible for items lost in transit. Items are not considered returned until received by us.

Unwanted items

Eley Kishimoto Apparel Ltd will gladly refund or replace any item you are not completely happy with. If you are unsatisfied with the fit or size of an item, you may exchange it for the same item in another size. Please indicate the required size for your replacement item on the returns form. In this instance, you will cover return postage. However, if a replacement item is required and is in stock, we will cover the cost of redelivery.

If you want to return an item for any other reason, including changes of mind, you will cover the return postage. If you wish to exchange for a different product we will issue a refund less the original postage charges, and a new order must be placed.

Patent defective products (defective workmanship)

In the unlikely event of defective products being shipped, we will issue a full refund, including postage and return postage. If a replacement item is required and is available/ in stock, we will refund postage and return postage and we will also cover the postage costs for the replacement item.

Defective products (damaged in transit)

All items shipped by and from Eley Kishimoto Apparel Ltd will require a signature upon receipt. If the packaging is damaged in any way, especially if the product(s) inside have also been damaged, you must indicate this to the delivery person and noting this with your signature when asked to sign. In this case, we will issue a full refund, including postage and return postage. If a replacement item is required and is available/ in stock, we will refund return postage and we will also cover the postage costs for the replacement item.

Shipped products differ from those ordered

In the unlikely event of incorrect products being shipped, we will issue a full refund, including postage and return postage. If a replacement item is required and is available/ in stock, we will refund postage and return postage and we will also cover the postage costs for the replacement item.

Non-returnable products

Unsuitable items returned for refund outside of 14 days from dispatch date, will not be refunded. Goods sent back that are not eligible for refund (please see limitations) will not be refunded. If returned, it is your responsibility to arrange redelivery, and Eley Kishimoto Apparel Ltd reserve the right to dispose of all unclaimed items within 14 days. Redelivery, however, may be arranged by Eley Kishimoto Apparel Ltd at the products standard delivery charge plus an additional 50% administration charge. This service is offered at our own discretion and has no time limit attached to it. Goods may not be collected in person.

Items are not considered returned until received by us.

This does not affect your statutory rights.

SHIPPING

All orders will be shipped from London, England. All shipping costs will be calculated by weight and shipping territory. Products are listed and sold excluding delivery and you will cover shipping costs.

EKA Ltd will ship to the following territories/ zones:

  • Locally: United Kingdom
  • Within Europe: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Gibraltar, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Romania, Russia, Spain, Slovakia, Slovenia, Sweden, Switzerland, Tunisia, Turkey, Ukraine, Uruguay
  • Internationally: Australia, Canada, Hong Kong, New Zealand, Republic of Korea, Thailand, United States of America

Most parcels will be sent using a Royal Mail service requiring a signature but Eley Kishimoto Apparel Ltd reserve the right to use another shipper at our own discretion. All shipments will require a signature upon delivery.

For domestic (UK deliveries) for all first time orders, we will only ship to the cardholder's address. We will ship to an alternative address (eg work address) for registered, returning customers only. Please ensure you provide contact details and add a note at checkout if requesting an alternative delivery address. We will endeavour to respond to your enquiry within 2 working days. All alternative delivery address requests must be verified by Eley Kishimoto Apparel Ltd, and we may ask for additional information to that provided at registration. Failure to provide sufficient contact details may result in a delayed dispatch of your item(s) or refusal to ship to an alternative address.

For all international deliveries, you must be registered with Eley Kishimoto Apparel Ltd. Orders must be delivered to the cardholder's address. Unfortunately we are currently unable to ship to alternate international address.

If your territory is outside those listed that we will ship to, please make a phone or email enquiry in advance of making a purchase. We will endeavour to respond to your enquiry within 2 working days and we may be able to authorise a shipment to you.

Deliveries outside of the European Union may be subject to import duties and taxes that are levied once a package reaches your country. You will be liable for such charges. Eley Kishimoto Apparel Ltd cannot predict what they may be and have no control over them. Please contact your local customs office if you require further information.

Please note for security reasons we cannot ship to Post Office Boxes.

We reserve the right, without reason, to refuse to ship for any reason and to any territory.

In the event of an order cancellation by us, we will refund any payments taken.

Most in-stock orders will be dispatched within 5 working days, but we endeavour to despatch within 2 working days. Your order should arrive within 10 working days. Delivery times cannot be guaranteed and are quoted from despatch date, not order date. The delivery time itself is considered as met, if by the end of the stated delivery time, the order has been dispatched.

Unfortunately we are unable to provide customer tracking for orders.