Shipping & Returns

Shipping & Returns Policy

Last updated: 14 October 2026

1. How to Buy From Us

You can buy directly on kitanesque.co.uk — add a piece to your basket and pay by card, Apple Pay, Google Pay, Klarna or Clearpay at checkout. Payments are processed by WooPayments (Stripe); we never see or store your card details. Every piece is one of a kind, so once it is paid for it comes off sale everywhere immediately.

Most pieces are also listed in our shops on Vinted, eBay and Depop. If you prefer to buy there, the product page links to the listing; payment, delivery and returns then run through that platform’s own scheme alongside your statutory rights below.

2. Delivery

We ship within the United Kingdom only. Orders placed on this site are sent by Royal Mail Tracked 48, which usually arrives in two to three working days, or to an InPost locker you choose at checkout. Either way you get a tracking number by email. The price is the same whatever you order — a coat costs no more to send than a T-shirt.

Orders placed by 3pm on a working day (Monday to Friday) are posted the same day; later orders, and orders placed at the weekend or on a bank holiday, go out the next working day. We photograph and pack everything ourselves, and every parcel is checked before it goes. If something will take longer, we’ll email you first.

We don’t ship outside the UK for the moment. If you’re abroad and want a particular piece, write to hello@kitanesque.co.uk and we’ll tell you honestly whether we can make it work.

3. Your Right to Cancel (Consumer Contracts Regulations 2013)

Return any piece within 14 days of delivery: tell us within 14 days, then post it back within 14 days of telling us.

Because we sell at a distance and as a business, you have the right to cancel within 14 days of receiving your goods, without giving a reason. This applies to every purchase from us, whichever channel you bought through.

To cancel, tell us within those 14 days by emailing returns@kitanesque.co.uk with your order number — or, if you bought on a marketplace, by message there. Buying through a marketplace does not reduce this right; it only changes where you start the process.

4. Returning an Item

Once you have told us you are cancelling, you have a further 14 days to send the item back. Please:

• Handle it as you would in a shop: try it on, but don’t wear it out, wash it or alter it
• Keep any tags attached
• Use the original packaging where possible
• Include your order number

If an item comes back worn, washed, altered, damaged or without its tags, beyond the handling you would expect in a shop, we may reduce your refund by the loss in value, up to the price you paid. We will tell you the amount and the reason before we refund.

5. Refunds

We refund you within 14 days of receiving the item back, or of you sending us proof that you have posted it if that comes first, to the original payment method. We do not offer exchanges: every piece is one of a kind, so a return is always refunded. Original postage costs are refundable at our standard delivery rate; the extra cost of an upgraded delivery service is not, unless the item was faulty.

6. Return Postage

For change-of-mind returns, you pay the return postage. We recommend a tracked service, as we cannot take responsibility for parcels lost on the way back to us. If the item is faulty, damaged or not as described, we cover the return postage.

7. Buying Vintage: Condition and Wear

Almost everything we sell is pre-owned, and much of it is decades old. Signs of age — soft fading, a repaired seam, a small mark, gentle wear to a hem — are part of what these garments are, and we describe them honestly in each listing along with photographs.

A flaw that is described and photographed in the listing is not grounds for a “not as described” claim. A flaw we missed or failed to mention is, and we will put it right. This does not affect your statutory rights or your 14-day right to cancel for any reason at all.

8. Faulty, Damaged or Not as Described

Under the Consumer Rights Act 2015 you have 30 days from receipt to reject goods that are faulty or not as described, for a full refund. Send photographs and your order number to returns@kitanesque.co.uk (or by message on the marketplace you bought on) and we will arrange a free return and refund you in full. Every piece is one of a kind, so we cannot replace it with another.

9. Items Returned Worn or Damaged

We do not refuse a return you are entitled to make. If an item shows wear or damage beyond what is needed to try it on, we may deduct the loss in value from your refund, as set out in section 4. This never applies to items that are faulty or not as described, which are refunded in full.

10. Contact

Returns and delivery queries: returns@kitanesque.co.uk
Anything else: hello@kitanesque.co.uk
Phone: 01905 678043 · WhatsApp: +44 7440 731533

11. Model Cancellation Form

You do not have to use this form, but you can if you wish. Copy it into an email to returns@kitanesque.co.uk, or post it to the address below.

Quickest option: use our online cancellation form, which fills in your order details for you (no account needed), or go to My Account ▸ Orders and press Cancel or return next to the order. You receive an email acknowledgement straight away.

Returns address: we email it to you as soon as you tell us you are returning something; it is also in your order confirmation email. Please email us before posting so we can look out for the parcel.

12. Complaints

If something has gone wrong, email hello@kitanesque.co.uk with your order number and we will reply within one working day. We do not currently use an alternative dispute resolution (ADR) scheme; if we cannot resolve a complaint between us, you can contact Citizens Advice or use the Consumer Rights Act remedies described above.