We hope you fall in love with what you've ordered, but if you change your mind, you have 14 days from the date of delivery to register your return and then a further 14 days from when you register your return to ship your items back.
HOW TO MAKE A RETURN:
All refund requests must be registered on our returns portal here
You must enter your KILLSTAR order number (formatted as per your confirmation email and the email address used to place the order.) Then follow the below steps:
- Select the item/s you wish to return for a refund
- Progress through to submit the request
- At the service selection there is just one option available to select.
- You will then be emailed with a request confirmation and this will include a unique return reference.
- Please note that the return address label must be printed and attached to the front of your parcel. This is an address label only and postage must be paid for by you.
When returning your parcel we recommend printing the return confirmation email. If this isn't possible we instruct you to write the below on a piece of paper and include within the package:
- Name and email address
- KILLSTAR Order Number
- Unique return reference
We recommend marking "UK RETURNED GOODS" on the outside of the parcel. Not including this information will delay us being able to process your return.
Refunds will be issued within 72 hours following receipt of the item/s back to our UK return address.
RESPONSIBILITY:
Return shipping is payable by the customer.
We cannot accept any responsibility for any issues that occur in transit back to us and should this happen, you will need to contact the shipping carrier directly for advice on next steps. Please choose a shipping method that ensures delivery to our address as our team members are unable to collect parcels from pick up points or depots etc.
We cannot accept responsibility for any customs/import duties on international returns, please make sure to return as RETURNED GOODS following instructions provided by the carrier of your choice.
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way. Please do not use shoe boxes as outer packaging when returning footwear.
CONDITIONS OF RETURN:
All items are inspected on return, to be accepted please ensure your returned item(s) meets the following criteria:
- Shipped back to us no later than the 14th day from the date the return request was submitted.
- Items should be in their original condition, unworn and clean (free from perfumes, strong odours, e.g. smoke, cosmetic marks, deodorant, or pet hair). They must be unwashed, with all tags still attached and in their original packaging.
- We advise to try on shoes indoors/not on hard surfaces until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box.
- Any hygiene seals/strips/tags must still be intact and unbroken on swimwear/bodysuits/intimate items/COVEN beauty.
- Earrings can only be returned if they have not been removed from their sealed packaging.
- Any hosiery items must be returned with tags/seals unbroken (socks/tights/fishnets items etc are non-returnable after they have been tried on/removed from packaging)
- COVEN beauty products: Items can only be returned if they have not been removed from their sealed packaging.
KILLSTAR reserves the right to refuse acceptance of returned items that are not in a resalable condition. We may make such a determination based on a variety of factors including, but not limited to, the appearance, smell, and/or general condition of the item when it is returned to us.
FAULTY ITEMS:
In the rare occurrence an item is incorrect or faulty, please contact us with the following information:
- Your name and email address
- Your order number
- A description of what has happened
- Any relevant supporting images of the item in question
We'll work with you to get it resolved as quickly and as best we can!