Return & refund policy

Effective Date: September 11, 2026

At Klay Kicks, we want our customers to shop with confidence. If you are not satisfied with your purchase, please review the return and refund terms below before submitting a return request.

1. Return Period

You may notify us that you wish to return an eligible item within 14 days of receiving your order. After notifying us of your return, you have a further 14 days to send the item back.

2. Return Conditions

Please return products in their original condition wherever possible. For footwear, we ask that:

  • The shoes are not worn outdoors or used beyond what is reasonably necessary to inspect or try them on.
  • Original tags, labels, and accessories are included.
  • The original branded shoe box is returned with the footwear.
  • The branded shoe box is placed inside suitable outer packaging and is not used as the shipping box.

You may inspect and try on a product in the same way you reasonably would in a shop. If an item has been handled beyond what is necessary to inspect it and its value has been reduced, we may make an appropriate deduction from the refund.

3. How to Request a Return

To start a return, email: help@klaykicks.co.uk

Please include:

  • Your full name
  • Order number
  • Email address used for the order
  • Product you wish to return
  • Reason for the return
  • Photos, where relevant for a damaged, faulty, or incorrect item

After receiving your request, we will provide you with the applicable return instructions and return address. Please follow the instructions provided so that we can properly identify and process your return.

4. Return Method and Shipping Label

Once your return is approved, please follow these steps:

Step 1: Package Your Return: Place the item securely in suitable outer packaging. Items should be returned in their original condition with all tags, labels, and accessories included. For footwear, the original branded shoe box must be included and should not be used as the outer shipping box.

Step 2: Attach the Return Label: For approved returns by mail, we may provide a prepaid return shipping label. If a label is provided:

  • Download and print the return label.
  • Attach it securely to the outer package.
  • Make sure any old shipping labels are removed or covered.

Step 3: Send Your Return: Send the package using the return instructions and return address provided in your confirmation email. If we do not provide a prepaid label, we recommend using a tracked shipping service and keeping your proof of postage until your return has been received and processed.

5. Return Shipping Costs

  • When a return is necessary because an item is faulty, damaged, incorrect, non-compliant or was sent in error by Klay Kicks, we can provide a prepaid return label or other suitable return solution.
  • For returns due to a change of mind or other returns where the return costs are borne by the customer, the customer must arrange and pay for the return shipment.

6. Restocking Fee

We do not charge any restocking fee for approved returns.

7. Damaged, Faulty, or Incorrect Items

  • Please inspect your order when it arrives. If your item is damaged, faulty, or different from what you ordered, contact us within 48 hours at help@klaykicks.co.uk.
  • Please include your order number and, where appropriate, clear photos showing the issue. After reviewing the matter, we will provide the appropriate solution, which may include a refund, replacement, or other remedy.

Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015. UK customers are entitled to remedies where goods are faulty, not as described, or otherwise fail to meet statutory requirements.

8. Order Cancellations

  • Orders may be canceled within 24 hours of purchase, provided the order has not yet been processed or shipped. To request a cancellation, contact us as soon as possible at help@klaykicks.co.uk
  • If the order has already been processed or shipped, cancellation may no longer be possible. In that case, you may follow the standard return process after receiving the order, if the product is eligible for return.

9. Original Shipping Charges

  • If you return your entire order within the applicable return period, we will refund the cost of our standard delivery service, where a shipping charge was paid.
  • If you chose a more expensive delivery option, such as Express or Premium Delivery, only the standard delivery cost will be refunded. Any extra delivery charge is non-refundable.
  • If the item is faulty, damaged, or incorrect, we will refund the applicable delivery costs as required.

10. Partial Refunds

You may inspect or try on the product after delivery. If the returned item has been worn, used, damaged, or handled more than reasonably necessary to inspect it, we may reduce the refund to reflect the loss in value. If any deduction applies, we will let you know before processing the refund.

11. Refunds

  • Once we receive and inspect your returned item, we will notify you regarding your refund. Approved refunds are normally processed within 5–7 working days and are issued to the original payment method used at checkout. 
  • Your bank, card issuer, Klarna, PayPal, or other payment provider may require additional time to show the refund in your account.

12. Exchanges

Due to the limited-availability nature of many of our products, we cannot guarantee that an alternative size, colour, or style will be in stock for a direct exchange.

We recommend returning the item for a refund and placing a new order for the product you require, subject to availability. If you'd like to check stock before returning, contact us at help@klaykicks.co.uk and we'll check for you.

13. Need Help?

For questions about returns, refunds, cancellations, or damaged items, please contact us:

Website Name: Klay Kicks
Company Name: KLAY DESIGNERWEAR LTD
Company Number: 16620574
Registered Address: 5 Brayford Square, London, E1 0SG, United Kingdom
Email: help@klaykicks.co.uk
Phone: +447466448077
Vat ID: GB 521 8345 05
Contact Form: Here

Support Availability:
Monday to Friday: 9:00 AM to 5:00PM
Closed: Saturday to Sunday
Time Zone: (GMT+00:00) Greenwich Mean Time (London)
We strive to respond within a working day