30 days, no questions asked.

How to return an item

1. 01

   Log in to your account and go to My Orders, or contact us via the support page.

2. 02

   Select the item(s) you wish to return and let us know the reason.

3. 03

   We'll email you a prepaid Royal Mail returns label within one business day.

4. 04

   Pack the item securely in its original packaging and drop it at any Royal Mail post office.

5. 05

   Once received and inspected, your refund will be issued within 2 business days.

Common questions

What is your returns window?

You have 30 days from the date of delivery to return any item for any reason. Items must be returned in their original condition and packaging.

How do I start a return?

Log in to your account and visit My Orders, then select the order you'd like to return and click "Request a return". Alternatively, contact us via our support page and we'll guide you through the process.

Who pays for return shipping?

If the item is faulty, damaged, or not as described, we cover the return shipping in full. For change-of-mind returns, we'll provide a prepaid label and deduct a flat £3.95 postage fee from your refund.

How long does a refund take?

Once we receive and inspect your return, we'll issue your refund within 2 business days. The amount will appear on your original payment method within 3–5 business days after that.

Can I exchange instead of refund?

Yes. If you'd prefer a different size, colour, or product, let us know when you initiate your return and we'll arrange an exchange. Subject to stock availability.

What about items direct from Nepal?

Items shipped from our Nepal partner workshops follow the same 30-day policy. Return shipping for these items is covered by Koseley in all cases — we don't ask you to ship internationally.

Can I return a gift?

Yes — if you received a Koseley piece as a gift and it’s not quite right, contact us with your order reference (found on the packing note inside the package) and we’ll arrange a return or exchange.