Warranty Policy

This Warranty Policy explains how Kookie of London handles product issues, faults, and warranty-related enquiries for items purchased from our website.

Please review and adapt this draft before publishing. This template is for general ecommerce setup purposes and is not legal advice.

Product Quality

Kookie of London aims to provide clothing and fashion products that are accurately described, fit for normal use, and supplied in good condition.

Please check your order carefully when it arrives and contact us as soon as possible if there is a problem with your item.

Statutory Consumer Rights

Nothing in this Warranty Policy affects your statutory rights under applicable UK consumer law.

If an item is faulty, damaged, not as described, or not fit for purpose, you may have rights to a repair, replacement, refund, or other remedy under UK consumer law.

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible at contact@kookieoflondon.shop.

Please include the following information so we can review the issue:

  • Your order number
  • Your full name
  • The email address used at checkout
  • A description of the issue
  • Clear photos showing the fault, damage, or incorrect item

Reviewing Warranty Claims

Once we receive your enquiry, we will review the information provided and may ask for additional details or photos.

Where needed, we may ask you to return the item by mail so it can be inspected.

Return Method for Faulty Items

Returns are accepted by mail only. Customers must print the return label before sending the item back.

Unless we confirm a different return address, returns should be sent to:

Kookie of London
24 Upper Tachbrook St
Pimlico
London
SW1V 1SW
United Kingdom

Items Not Covered

This Warranty Policy does not cover issues caused by:

  • Normal wear and tear
  • Accidental damage
  • Misuse or improper care
  • Failure to follow care instructions
  • Damage caused after delivery
  • Alterations or repairs made by someone other than Kookie of London or an authorised service provider

Care Instructions

Please follow the care instructions shown on the product label or product page where available.

Kookie of London is not responsible for damage caused by incorrect washing, drying, ironing, storage, or other care methods that do not follow the recommended instructions.

Refunds, Repairs, or Replacements

If we approve a warranty-related claim, we may offer a suitable remedy depending on the issue and applicable consumer rights. This may include a refund, replacement, repair, or another appropriate solution.

If a refund is approved, it will be issued to the original payment method used at checkout.

Approved refunds are processed within 5 business days after the returned item is received and approved. Your bank, card issuer, or payment provider may take additional time to make the funds available in your account.

30-Day Returns

In addition to your statutory rights, Kookie of London offers free returns within 30 days. Returns are accepted by mail only, and customers must print the return label before sending the item back.

Please read our Refund & Returns Policy for full return instructions and eligibility requirements.

Proof of Purchase

To review a warranty-related enquiry, we may require proof of purchase, such as your order confirmation email, order number, or receipt.

Contact Us

If you have any questions about this Warranty Policy or need help with a faulty, damaged, or incorrect item, please contact us: