Returns Policy
Returned items must comply with our returns policy:
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Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.
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Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.
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When trying on footwear, please take care not to mark the soles or damage the shoe box.
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If an item has a PKZ security tag or brand tag attached, it must be returned with the tag in its original position.
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Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact.
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Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged product packaging, where applicable.
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Lingerie and swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled.
Please take care when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.
If you would like to return or cancel an item that has been made to your specifications, please view our ‘Customised Items’ section below for further information or contact Customer Service for assistance.
Returns Processes
Free Returns Pick Up
We are pleased to offer a free returns collection service to all customers for any purchases that meet our Returns Policy.
Your returned item must arrive at the PKZ partner boutique or brand it was ordered from no later than 14 days after your delivery date. We recommend that you book your return pick-up within 7 days of your delivery date to ensure that it arrives at the relevant PKZ partner’s location within 14 days.
To book a free returns pick-up:
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Go to ‘My Orders & Returns’ in your PKZ account and select your order
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Choose a return ‘By courier’ and select the item(s) for return
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Confirm your pick up address and a convenient collection time
We will send you a collection confirmation email with all the details you’ll need to complete the return. If you are returning items to multiple PKZ partners, please request a separate collection for each one under ‘My Orders & Returns’.
Please note: We can only offer a free returns pick up from the same country your order was delivered to.
What happens next?
Prepare your package with the returns documents enclosed in your order. Here’s how:
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Attach the Return Label, and a signed Return Note if you received one, to the outside of your PKZ box.
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Place any unwanted items with all original packaging inside the PKZ box and leave it open for the courier to check the contents.
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Keep a copy of the Return Label, as you can check the delivery status of your parcel with our carrier using the tracking number provided.
Returns with Click & Collect
Our Click & Collect service gives you the flexibility to collect and return your online orders at a participating PKZ partner or, depending on your location, a Doddle location near you. Simply select the ‘In-store’ option when creating a return in your PKZ account and prepare your package with the documents included with your order. Take the return to your chosen location, along with our returns confirmation email, and we will do the rest.
Further information can be found in our Click & Collect section.
Cancelling an order
Depending on where you live, you can also choose to cancel your order under the CCRs (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). If you choose this option we will refund you the full price for any returned item that meets our Returns Policy and the original delivery fee; however, you will be responsible for the cost and arrangement of returning the item(s) to the PKZ partner(s) you ordered from.
Please view our Terms & Conditions for further information on cancelling an order under the CCRs or contact our Customer Service Advisors for assistance.
Refunds
Once your return has been received and accepted by our partner, your refund will be completed via the original payment method, excluding the delivery costs. We’ll keep you updated every step of the way. You can follow the return of your package with our carrier using the tracking number on your Returns Label, or you can check the status in My Account under ‘Orders & Returns’.
If you choose, we can issue your refund as PKZ credit; the amount will effortlessly apply at checkout the next time you shop with us.
Faulty items
It is our aim that every item arrives in great condition and we hope you’re always thrilled with your purchase. If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on site, please advise Customer Service as soon as possible. Where possible we will arrange for a new replacement to be sent to you or a return for a full refund of the defective item.
Customised Items
Due to the nature of customised orders, and the fact that they have been specially created for you, we will not be able to accept returns unless the customised pieces were damaged or faulty when delivered to you.