Refunds/returns Policy
ARTICLE 1: PROCESSING – DELIVERY
We deliver directly to your home or to a designated collection point. Hello Kitty and Friends® currently delivers exclusively within the United Kingdom. Customers are notified by email of each step of the order process: confirmation, preparation, and dispatch.
Once the order is placed, customers have 1 hour (excluding weekends) to request any changes. After this period, we assume the information is correct and proceed with processing. Once processing has begun, the order can no longer be modified or cancelled.
Orders cancelled within the allowed timeframe are refunded automatically via our payment processor. Refund times may vary depending on your bank and can take up to 10 business days. Shipping fees are not refundable.
Processing may take up to 5–7 working days in specific situations before dispatch.
Our estimated delivery time is 6 to 12 working days from the dispatch date. If your order has not been delivered within 60 working days from the order confirmation, you may request a refund in accordance with our policy.
ARTICLE 2: WARRANTY – RETURNS – REFUNDS – CANCELLATIONS
All products sold on hello-kitty-and-friends.co.uk are brand new and quality checked. They are sourced from licensed and referenced suppliers.
Once processing is complete, orders are marked as “fulfilled” and dispatched. Tracking details are sent automatically to the email used during checkout. Orders marked as fulfilled can no longer be cancelled.
To return an item, customers must first contact customer support. A return address will be provided only after confirmation from our supplier. Customers then have 14 days to return the item(s) in their original, unused condition, including all packaging, accessories, documentation, and the invoice. Returns must be posted to the provided address exactly as indicated. For multi-item orders, each parcel must be returned individually.
For defective or non-compliant items, customers have 15 working days from delivery to request a refund or exchange. If the deadline falls on a weekend or public holiday, it is extended to the next working day. Proof of defect (photos and description) must be emailed to contact@hello-kitty-and-friends.co.uk before initiating a return.
In the case of a valid withdrawal, Hello Kitty and Friends® will refund the amount paid, excluding return shipping costs, within 14 business days of receiving the returned item(s).
Return shipping costs are the responsibility of the customer.
No cash-on-delivery (C.O.D.) returns will be accepted.
Refunds will not be granted for:
- Sale items (not refundable)
- Incorrect size ordered
- Delivery failure due to:
- Incorrect or incomplete delivery address
- Issues with local postal services or customs
- Unidentifiable or inaccessible mailbox
- Return-to-sender shipments
ARTICLE 3: FORCED ORDER CANCELLATION POLICY
Forced order cancellations are no longer accepted beyond the 1-hour window after purchase.