Refund policy

Returns and Refund Policy

Last updated: 28 July 2026

We hope you are happy with your purchase from Klementina Boutique. This policy explains how to cancel an order, return an item or report a problem with your purchase.

Nothing in this policy affects your statutory rights under UK consumer law.

Cancelling an Order Before Dispatch

To request cancellation before your order has been dispatched, please contact us as soon as possible at:

hello@klementinaboutique.co.uk

We will do our best to stop the order. However, we cannot guarantee cancellation once an order has been processed or dispatched.

If your order has already been dispatched, you may return it after delivery in accordance with the policy below.

Change-of-Mind Returns

You have the right to cancel your online order without giving a reason.

You must inform us that you wish to cancel within 14 calendar days of receiving your order.

After notifying us, you must send the item back within a further 14 calendar days.

To start a return, email:

hello@klementinaboutique.co.uk

Please include:

  • Your full name

  • Your order number

  • The item or items you wish to return

  • The reason for the return, where you wish to provide one

You do not need to provide a reason to exercise your legal cancellation rights.

Return Address

Please send approved returns to:

Klementina Boutique
45 Oak Street
Tyldesley
Manchester
M29 8BA
United Kingdom

Please include your name and order number inside the parcel so that we can identify your return.

Do not send returns using cash-on-delivery services, as these may be refused.

Return Postage

For change-of-mind returns, including items that do not fit or where you have selected the wrong size or colour, you are responsible for the direct cost of returning the item.

We recommend using a tracked postal service and keeping your proof of postage until your refund has been completed.

Klementina Boutique is not responsible for returned parcels that are lost or damaged before reaching us.

Where an item is faulty, damaged, incorrect or not as described, we will cover reasonable return postage costs or provide appropriate return instructions.

Return Condition

Returned items must be sent back in a condition consistent with reasonable inspection.

Footwear may be tried on indoors on a clean, dry surface, in the same way that it could reasonably be inspected in a shop.

Items should be returned:

  • Unworn and unused, other than reasonable inspection

  • Clean and free from marks

  • With original labels attached where possible

  • With any accessories included

  • In the original shoe box or product packaging where reasonably possible

Please do not attach postage labels or tape directly to a branded shoe box. Place the shoe box inside suitable protective outer packaging.

We may reduce the refund where handling beyond what was reasonably necessary has reduced the item’s value. This may apply where footwear has been worn outdoors or where an item has been marked, damaged, altered or used beyond reasonable inspection.

Items That Cannot Be Returned

The right to cancel may not apply to:

  • Personalised or custom-made products

  • Sealed products that are unsuitable for return for health or hygiene reasons once the seal has been broken

  • Products that have been inseparably mixed with other items after delivery

  • Gift cards or other non-returnable items where permitted by law

These exclusions do not apply where an item is faulty, damaged, incorrect or not as described.

Refunds

Once your return has been received and inspected, we will email you to confirm the outcome.

Approved refunds will be issued to the original payment method.

We will refund:

  • The amount paid for the returned item

  • The cost of our least expensive standard delivery option, where you paid an outbound delivery charge and the entire order is cancelled

If you selected a premium or expedited delivery option, we are not required to refund the amount above the cost of standard delivery.

Where only part of an order is returned, the original delivery charge may not be refundable.

We will issue the refund without undue delay and no later than 14 days after receiving the returned item or receiving acceptable evidence that it has been sent back, whichever occurs first.

We may wait until the item has been returned or you provide proof that it has been sent before issuing the refund.

After a refund has been issued, your bank or payment provider may take additional time to show the funds in your account.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives.

Contact us promptly if an item is:

  • Faulty

  • Damaged

  • Incorrect

  • Not as described

  • Missing from your order

Email hello@klementinaboutique.co.uk and include:

  • Your full name

  • Your order number

  • A description of the problem

  • Clear photographs of the item, packaging and shipping label where relevant

Products must be of satisfactory quality, fit for purpose and as described.

Where an item does not meet these requirements, you may be legally entitled to a refund, repair or replacement, depending on the circumstances and when the problem is reported.

You may have a short-term legal right to reject faulty goods within 30 days of delivery.

We will not require you to pay reasonable return costs for an item confirmed as faulty, damaged, incorrect or not as described.

Exchanges

We do not currently offer direct exchanges.

To order a different size, colour or product, please return the original item for a refund and place a new order through our website.

Your right to an appropriate repair or replacement for faulty goods is not affected.

Sale Items

Sale and discounted items are covered by the same statutory rights as full-price items.

Sale items may be returned under this policy unless a lawful exclusion applies.

Refused or Uncollected Deliveries

If an order is returned to us because it was refused, not collected or could not be delivered due to an incorrect or incomplete address, we will contact you after receiving it.

Any refund may exclude delivery costs or additional costs reasonably incurred because of the failed delivery, except where the failure was caused by us or the delivery company.

How to Contact Us

For return and refund enquiries, contact:

Klementina Boutique
Email: hello@klementinaboutique.co.uk

Return address:
45 Oak Street
Tyldesley
Manchester
M29 8BA
United Kingdom