Returns
RETURNS & REFUNDS
You can return an unwanted item in its original* condition up to 28 days after despatch of your delivery.
Christmas Gift Policy
Christmas Returns Policy: Any purchase made between 1st November and 25th December can be returned until 11th January. Usual returns terms and conditions apply.
RETURN CHARGES
Returns to our warehouse will be charged £2.99 per return.
This charge will be automatically deducted from your refund once we have processed your return at our warehouse. You will not be charged the fee if an item is determined to be faulty or incorrect, please make sure to select the correct option when registering a return via our portal.
Returns to our stores will continue to be free of charge.
HOW CAN I RETURN AN ITEM
OPTION 1 – BY POST - AT ANY POST OFFICE
To return your item, click on one of the options below:
I placed my order on:
Klass.co.uk Another websiteOnce you have entered your details, you should be able to see the items on your order. Click on the item you wish to return and select the reason for your return.
Providing your order is within the 28-day return period, once you have logged your reason for return, you will be given a returns code. This code will enable you to generate a returns label.
Note: Any items returned without being logged will not be refunded.
Once you have generated your return, you can then choose one of the following options:
- Print your label at home
- Take the QR code to a Royal Mail Customer Service Point
The post office can print a label for you. If you don’t have access to a printer, simply download the returns label request email onto your mobile device and take it to your nearest Royal Mail Customer Service Point.
To find your nearest Royal Mail Customer Service Point, visit the Delivery and Collection Office Finder and check for the facility “Label printing service is available.”
The staff will scan the QR code from your email and print the label. Then, just hand over the item. Please note: this service is not available at standard Post Office branches.
- Request Royal Mail to collect from your home
If you don’t have a printer, you can arrange a free collection from your home and request the postman to bring a label during the booking process.
If you are re-using the original Klass delivery bag, please make sure the old label is completely covered.
Take your parcel to any Post Office in the UK. When handing it over, ask for a receipt or confirmation of posting. This acts as proof of return in case your parcel is lost, enabling us to trace it.
OPTION 2 – FREE RETURN TO STORES
You can return your items to any of our Standalone stores 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.
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.
OPTION 3 – 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.
REFUND PROCESS
HOW RETURNS ARE PROCESSED
If you need to return an item, it's easy—just visit www.klass.co.uk/account to log your return and create a label.
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
The final date by which your return must be received by our warehouse is shown on the order slip included in your parcel.
We are unable to process refunds for items returned outside our 28-day returns policy.
If you send a return that falls outside this policy, we will contact you to arrange either:
If we do not receive a response, or if you fail to collect the goods within a reasonable time, we reserve the right to dispose of or resell them.
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, visit www.klass.co.uk/account to log your return and create a label.
Please make sure when giving a reason for your return you mark it as 'Faulty'
***On receiving the item our team will review the garment; if the item is deemed faulty by our technical team you will not be charged a returns fee.
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. .
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.
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 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. Should that be the case we will notify you by email.
STATUTORY RIGHTS
Your UK statutory rights are not affected by our returns policy.