RETURNS & EXCHANGES


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.
To be eligible for a refund, any return will need to be submitted via our new return portal within 14 days from date of delivery and then returned no later than 14 days from the date you submitted your return request.

HOW TO MAKE A RETURN:

We want to support a return resolution as quickly as possible.  We expect your return query to fall into one of the below scenarios:

  1. Register an issue with an item or missing item in your order
  2. Request a return of item/s in your order for a refund
  3. Request a return of item/s in your order for an exchange

Please refer to the guidelines below:

1. Register an issue with an item or missing item in your order

Please reach out to our dedicated returns experience team here and a member of the team will be able to prioritise your case and share all options available to resolve the issue as quickly as possible.

The team will always look to cover the cost of you returning anything with a fault/manufacturing issue.

2. Request a return of item/s in your order for a refund

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).

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 "US 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 US return address.

3. Request a return of item/s in your order for an exchange

The quickest way to organise an exchange is to arrange a return for a refund and purchase the new item in a separate transaction. 

ONLY refund requests must be registered on our new returns portal.

To arrange an exchange for an alternative size or item please contact our dedicated returns experience team here and a member of the team will be able to prioritise your case and share all options available.

Please note that should there be a difference in price when exchanging for an alternative item there may be a balance to be refunded or paid. 

Although we issue a unique returns address label the cost of return shipping is payable by you, the customer.  The choice of carrier/shipping method is at your discretion. However, as the parcel remains your responsibility until it arrives back to us, we would encourage you to choose a tracked shipping option.

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 ensure that the Returns address label is printed and attached well to the outside of your parcel.

Please choose a shipping method that ensures delivery to our address as per the returns address label as our team members are unable to collect parcels from pick up points or depots etc.

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.
  • 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).

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.

**Please note that items sent in exchange cannot be sent back for further return.

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!

You'll receive an email notification when your refund has been completed and it will be issued back to your original payment method. It can take up to 5 business days to clear back to you from the date we issue it and we are not able to expedite this timescale. Please contact your payment provider directly should you require further clarity on this after receiving your refund notification email.

Exchanges are managed directly with our Customer Team and are no longer supported by our returns portal.

If you have requested a different size/item as an exchange you will receive an email notification with your new order number for the new size/item and further updates when it has shipped. Any exchange orders shipping to international addresses are required to purchase new shipping and a link will be sent to you via email to allow you to complete this payment.

If you have requested a different size/item as an exchange and this item is unavailable at the time your returned item is received and processed, then a refund will be issued in line with our terms and conditions and you’ll receive an email to confirm your refund.

Items sent in exchange cannot be sent back for further return.

If you paid using a buy-now-pay-later method, we'll confirm your return with the provider, and they'll contact you with an updated payment schedule or direct refund to you.

If you paid for your whole order with a gift card, your order will be refunded onto the original payment gift card. Please keep hold of your gift card until you are sure that you are happy with your order.  If you paid with a combination of payment card and gift card, we'll refund anything you paid for with your gift card first, and then refund any outstanding credit you are owed on to your original payment card.

Shipping is non refundable. 

Any orders returned (i.e. returned to sender) due to incorrect, incomplete address or failure to collect from a designated collection point (i.e. after a missed delivery attempt) will have the relevant shipping and return shipping costs deducted from any refund in line with our Shipping Policy.

If you used a KILLSTAR loyalty reward on your order, then this discount will be reflected in your refund. If you return only part of your order this is calculated automatically by our system proportionally based on the discount applied/ item[s] returned.

Any redeemed KILLSTAR loyalty rewards or other types of discount codes once used are not reinstated in the event of a return/order cancellation.

Any KILLSTAR loyalty points earned on a returned item are deducted from your points balance.