In short: you can return unworn pieces within 30 days of delivery. We refund to your original payment method within 14 days of receiving the return, usually within 5 working days.
Your legal right to cancel
If you live in the UK or the European Union, you have a legal right to cancel your order within 14 days of the day you (or someone you nominate) receive the goods, without giving any reason. For orders delivered in several parcels, the 14 days start when you receive the last one. To exercise this right, tell us clearly — for example by email to support@kervanno.shop, by using our online withdrawal form, or by using the model form below. You then have a further 14 days to send the items back.
Our 30-day returns policy below is in addition to, and does not affect, your statutory rights.
Our 30-day returns policy
Customers everywhere can return any item within 30 days of delivery for a refund. Items should be unworn, unwashed and in the condition you received them, with their tags attached. You may handle a piece as you would in a shop to check the size and fit; if an item has been worn or damaged beyond that, we may reduce the refund to reflect the loss in value.
Items that cannot be returned
None — every piece we sell, including detachable collars, cuffs, headbands and hair clips, can be returned on the conditions above.
How to return
- Email support@kervanno.shop with your order number and the items you are returning (or use the withdrawal form).
- We reply within one working day with your return reference and the address to send it to in Derby, UK.
- Pack the items securely with the reference inside and send them with a tracked service. Keep your proof of postage.
- We email you as soon as your return has been checked and refunded.
Return delivery costs
- Change of mind: you pay the cost of sending the items back.
- Faulty, damaged or incorrect items: we pay for the return and will refund your return postage.
Refunds
- We refund within 14 days of receiving the returned items, or of receiving proof that you have sent them back if that is earlier. In practice we aim to process refunds within 5 working days.
- Refunds are made to your original payment method. We do not charge any fee for refunds.
- If you cancel your whole order within your 14-day cancellation period, we also refund the original standard delivery cost. If you chose a more expensive delivery option, we refund the cost of our standard option.
- Import VAT, duties or carrier fees paid to authorities in your country are not collected by us and cannot be refunded by us; you may be able to reclaim them from the carrier or your customs authority.
Exchanges
To swap a size or colour, return the item for a refund and place a new order. This is the quickest way to secure the size you want.
Faulty or incorrect items
If something arrives faulty, damaged or is not what you ordered, contact us within 30 days of delivery for a full refund, including all delivery costs. Under the UK Consumer Rights Act 2015 and equivalent laws in your country, you also have rights to a repair, replacement or refund for goods that are faulty or not as described, beyond the 30-day period.
Sale items
Items bought at a reduced price can be returned on the same terms as full-price items.
Model cancellation form
Complete and return this form only if you wish to withdraw from the contract. You can also use our online withdrawal form.
To: CAMILLE LINGERIE LIMITED, trading as KERVANNO, Unit 2 Cotton Brook Road, Sir Francis Ley Industrial Estate, Derby, Derbyshire, DE23 8YJ, United Kingdom. Email: support@kervanno.shop
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.
Contact
support@kervanno.shop · +44 7879 433203 · Monday to Friday, 9:00–17:00 (UK time)