RETURNS & REFUNDS
You can return an unwanted item in its original* condition up to 28 days after despatch of your delivery.
How long will it be before I receive my refund?
Once your return has been received by our warehouse it can take between 10-14 days to process your refund.
HOW RETURNS ARE PROCESSED
If you have used our returns label once we've received your item, we will send you an email to advise you that your return has been received by our warehouse.
Your items will then be checked by our returns team to ensure they meet our returns criteria* this can take up to 9 days. We will then send you an email to let you know that your refund has been processed.
Your refund will be processed to your original payment and should appear within 5 days of you receiving a Return Processed email.
If there are any issues with your returns our customer services team will contact you.
Please note advisory emails will only be sent provided you have not unsubscribed.
RETURNS RECEIVED OUTSIDE OF THE RETURNS PERIOD
If you return products which are outside our returns policy of 28 days we’re unable to process a refund.
If you try to make a return, we will contact you to arrange to send your returns to your default delivery address at your expense or you can make arrange to collect the goods from us within a reasonable time. If we do not receive a response and/or you have failed to collect the goods within a reasonable time then we reserve the right to dispose of or resell the goods.
RETURNING ONLINE ORDERS TO STORE
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.
Please be aware only items bought in Klass stores or from the Klass website can be returned to store. 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.
All orders placed online using Klarna must be returned by post. We are unable to accept these returns in store.
Please note that if you've purchased via Paypal, a refund for a store return can only be accepted Monday - Friday 9am -5pm.
CONDITION OF YOUR RETURN
If you've changed your mind about keeping your purchase, please return it in its original condition with proof of purchase, if returning to store and we'll exchange or refund it when returned following with our returns policy.
You will need to have a valid proof of purchase for returns to store (receipt if purchased in store, for online orders you can use the order form that came with your order or if no order form is supplied please show your email order confirmation that we sent you either a print out of this email or you can show the email from your mobile) for the store or head office to process that return.
For online orders being returned to the head office there is no need for proof of purchase provided you include details so we can trace the order on the system e.g. order number and/or email used when placing the online order.
By *Original condition we mean
• The original tags are still attached. • The items haven’t been worn
If your unwanted items are in less than perfect condition and/or have been worn and/ or you do not have proof of purchase, then your return cannot be processed.
RETURNING A FAULTY ITEM
If you believe you have received a faulty item, please return the item using our returns label and mark it as faulty. If you have returned the item using another method of postage, we will reimburse reasonable return postage costs if upon inspection the item sold was faulty.
Refunds will be credited to your original method of payment.
If your product develops a fault within 30 days of purchase, please return with proof of purchase and we’ll exchange or refund it.
After 30 days, we’ll repair or replace the product following the terms of the Consumer Rights Act 2015. You can return these items to us via post using the returns label provided.
Alternatively, you can return them to any of our standalone stores (you will not be able to return goods to any concession stores)
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.
The above returns policy is in addition to your statutory rights. For more information on your rights under Consumer Contracts Regulations 2013 see below
CONSUMER CONTRACTS REGULATIONS 2013
This legislation offers you the following cancellation rights when you buy online or by phone:
I) You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services
II) If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them
III) To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address
IV) You can cancel by email or call 0333 996 0014, or write to: Customer Services, Eleganze Limited, Unit B Royle Pennine Trading Estate, Lynroyle Way Rochdale Ol11 3EX If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. If returning the complete order placed this includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery)
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.
OPTION 1 – BY POST - FREE AT ANY POST OFFICE
You can log your return through your account online at
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 leave your parcel with your local post office which 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 email@example.com
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 Finder 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 – 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 30 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 or Amazon Pay, you can only return to store Monday-Friday 9AM-5PM (or within those times and during the normal store 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.br>
Please note that if you've purchased via Paypal, a refund for a store return can only be accepted Monday - Friday 9am -5pm.br>
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:
Eleganze Limited Unit B Royle Pennine Trading Estate Lynroyle Way Rochdale Lancashire United Kingdom OL11 3EX
Please ensure you include some paperwork with your return that enables us to trace your original order e.g the order number and the email address used when placing the online order. If you have any problems finding the information needed you can call Customer Services at 0333 996 0014
If the item, you have returned is faulty we will reimburse reasonable return postage costs.
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 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 example "£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.
*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 following 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.