Refund & Returns
Returns Policy for Koo-Ture; how to return your evening and party wear, prom or bridesmaid dress
If you are not completely satisfied with your purchase, simply return the item(s) to us in the original condition WITHIN 7 DAYS of receipt.
YOU MUST INFORM US BY EMAIL IF YOU ARE RETURNING THE ITEM ON THE CONTACT US PAGE.
The garment must be returned in its original UNWORN condition with all labels attached. When trying on garments, please ensure that they are not in contact with anything that may mark or add scent to them such as drinks, perfume, fake tan, cigarettes or make-up.
We will not refund any items where there is evidence that these instructions have not been followed.
Please note: if you return an item outside of the 7 days, we cannot refund you for the returned item, nor are we able to send it back to you.
Please also note that we are unable to cancel orders once they have been placed so please make sure all your details are correct before completing your purchase.
Attach the return address label at the bottom of your invoice to your return parcel.
Please include a copy of your original invoice stating your reason for returning you item(s).
We will issue a full refund (excluding original delivery charge) on receipt, or exchange the item for a different size / colour if preferred.
No refund will be given for garments marked with perfume, deodorant or fake tan.
- The item must be repacked in the same condition as it was received.
- For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. The item is your responsibility until it reaches us. Please retain your receipt as proof of postage.
- The cost of returning the item to us is your responsibility.
- The returns department is closed over the weekend so any returns posted Friday will NOT reach us on Saturday.
Please also ensure that you have paid the correct postage in order to return goods back to us as we cannot be held responsible if we do not receive the goods back which will therefore in delay in processing your returns.
PLEASE NOTE: All refunds will be the same value as what you purchased of us on the invoice, if a discount code is applied then it will be the value after the discount code.
RETURNS OUTSIDE OF OUR RETURNS POLICY
Should we receive your return outside of our Returns Policy your item will not be accepted by our returns department and you will be notified by email. Your goods will be kept at Head Office for 4 weeks in order to allow you to arrange for them to be resent to you. You must pay for the return postage by Royal Mail Special Delivery.
Koo-Ture ( Returns)
160-162 Cheethamhill Road
HOW DO I EXCHANGE MY ITEM?
Please inform us on the return slip whether you prefer an Exchange (then state what size) or a Full Refund as customer satisfaction is important to us.
If you would like to exchange your item(s) for a different size/colour/style, please contact Customer Services so we can reserve your exchange.
Then all you have to do is return your item(s) for exchange to us in the original condition within 7 days of receipt. Please include a copy of your original invoice stating which item you would like to exchange your original item for.
We will issue an exchange on receipt.
All exchanges in the UK will be sent free of charge. Exchanges outside the UK will be sent but you will be liable to pay the shipping for this.
If the exchange is unsuitable we will refund upon receipt of the exchange (excluding the exchange delivery charge)
WHAT IF I HAVE BEEN SENT A FAULTY ITEM?
If the item you received is faulty, please contact Customer Services within 28 days quoting your order number, your name and address, details of the product and a brief fault description and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
WHAT IF I HAVE BEEN SENT THE WRONG ITEM?
If the item you received is not what you originally ordered please contact Customer Services quoting your order number, your name and address, details of the incorrect delivery and whether you require a refund or a replacement. We will then advise on how to proceed with the return.