We're currently operating on minimum staffing levels, so it is taking longer than normal to process returns please bear with us we are working as fast as we can.
We are aware that some customers will be self-isolating in the coming weeks to reduce the chance of infection from Coronavirus. As a result we have extended our standard returns policy for both in store and online orders to 90 days. The rest of the policy remains the same - ie unwanted goods should be returned with tags in perfect condition.
We now offer a free and easy returns service for all UK orders placed online*. International orders are not eligible for free returns and if a returns label was included in your order please note it cannot be used outside the UK for returning orders to us. If you would like to return an item bought in a store to another store, please ring 0333 996 0014 during office hours for details as not all Klass stores accept returns if the purchase was made at another store, concession or centre.
Condition of your return
In all cases, unwanted items should be in perfect condition with the original tags still attached and you must have valid proof of purchase for the the store or head office to process that return. If your unwanted items are in less than perfect condition and/ or you do not have proof of purchase then your return cannot be processed.
OPTION 1 – BY POST - FREE AT ANY POST OFFICE
You can log your return through your account online at www.klass.co.uk/account/OrderHistory. Simply click on the item you wish to return and select the reason for your return or request a replacement.
Included in your parcel is a peel off free returns label. You can remove this label from the paperwork and attach it to the front of your parcel covering the original sticker, if you’re sending the order back in your original klass packaging.
Then simply leave your parcel with your local post office who will send it back to us.
If, in the unlikely event you have not received a free returns label with your parcel, or perhaps you have already used your returns label returning part of your order. You can create your own returns label here Print My Own Royal Mail Label
If you are having trouble accessing the link, please call us on 0333 996 0014 during office hours or email us at firstname.lastname@example.org
If you do not have access to a printer simply download the returns label request email (detailed above) onto your mobile and take it along to your local Royal Mail Customer Service Point.
To find your nearest Royal Mail Customer Service Point visit Delivery and Collection Office Fnder and look under facilities for ‘Label printing service is available’.
The Royal Mail Customer Service Point will scan the QR barcode on your email and print the label for you. Then just leave the item with them. Please note this label print facility is not available at Post Office branches.
In all cases please ensure in your parcel you have included the returns form that will have your order number printed on the form so we can match the returned parcel to your order. If re-using the Klass delivery bag, please make sure it covers the old label. Take your parcel to any Post Office in the UK. When handing over the parcel please ask for a receipt/confirmation of posting to keep as proof of posting in the unlikely event your parcel is lost in the postal system so we can then trace the lost parcel
OPTION 2 – In Post 24/7 Parcel Lockers - FREE USE OF ANY INPOST LOCKERS
No queues - return unwanted items any time of the day or night
In Post have over 1000 lockers nationwide in the UK and that number is growing every week. These lockers are available 24/7 for you to use when sending returns to us. Simply print a label, attach it to your parcel and drop it off at your preferred locker at a time that suits you. You will need a mobile phone number in order to use In Post.
To find your nearest InPost Parcel Locker, print your returns label & track your parcel visit our In Post returns page Print My Own InPost Label.
OPTION 3 – FREE RETURN TO STORES
You can return your items to any of our Standalone stores free of charge if you purchased the item online. You will not be able to return to any concession or centres.
Please ensure in your parcel you have included the returns form that will have your order number printed on the form as proof of purchase and return any unwanted items within 90 days of receipt.
You can find your nearest standalone store using our Store Finder. Standalone stores will be in pink
If you paid by PayPal, you can only return to store Monday-Friday 9AM-5PM (or within those times and during the normal stores opening hours).
If you would like to return an item bought in a store to another store, please ring 0333 996 0014 for details as not all Klass stores accept returns if the purchase was made at another store, concession or centre.
Please note, if you purchased an item from a concession or other type of store (such as House of Fraser or a garden centre), the returns policy will differ. Please ring 01706 868 002 for details.
OPTION 4 – OTHER WAYS TO RETURN
If you would prefer to return your unwanted item(s) to us using an alternative service at your own cost, then you can do so. We recommend using a tracked service and please return the items to the following address :
Royle Pennine Trading Estate
If the item you have returned is faulty we will reimburse reasonable return postage costs. We guarantee to refund any item you are not completely happy with when you return it to us in saleable condition within 90 days of receipt. Refunds will be credited to your original method of payment. In the interests of hygiene, we do not offer refunds on pierced jewellery, or swimwear if the hygiene seal has been removed, unless they are of unsatisfactory quality or unfit for purpose. Please also note that items must be returned with all tags intact including the bar-code tag.
RETURNING GOODS BOUGHT WITHIN SPECIAL OFFERS
If you return a single item bought as part of a multi-buy discount offer (for example 'buy 2 for £22.00') you will be refunded the full price of that item less the total discount from the offer. If you return all items purchased with the multi-buy discount you will be refunded with the full multi-buy value.
For combination purchases ("buy one, get one free" or "get the lowest priced item free"), you must return any free items or vouchers back to enable us to provide a refund.
If you are returning an item that was purchased using a voucher that could only be used if a minimum spend was met ( for exmaple "£5 off when you spend £50 or more") then we reserve the right to adjust the refund price to reflect what you should have paid without using the voucher if it works out that had you not purchased the item being returned you would not have qualified to use the voucher when making your original purchase.
RETURNING GOODS OF UNSATISFACTORY QUALITY OR UNFIT FOR PURPOSE
You can return these items to us via post using the returns label provided and we will refund return postage costs. Alternatively you can return them to any of our standalone stores (you will not be able to return goods to any concession stores).
*SERIAL RETURNER POLICY
We are committed to providing our customers with the freedom to place their orders in the knowledge that if it is not quite right for whatever reason they can return it free of charge for a no quibble refund in accordance with our returns policy. This service is only sustainable if not abused. If we identify you have an unusual history of returns on your account that does not look right e.g. there is a suspicion someone is wearing the garments before returning them or has an unusually high return percentage that is significantly more than the average for our customers, then we might have to deactivate your account until further notice. Alternatively we may decide that until further notice you are no longer eligible for free returns. Should that be the case we will notify you by email.
Your UK statutory rights are not affected by our returns policy.