Return & Refund Policy
At Kimberly Benn, we aim to offer a clear and transparent shopping experience. This policy explains the terms under which returns and refunds are accepted. By placing an order on our website, you confirm that you have read and agreed to this policy as well as our Terms of Service.
1. Return Period
You may request a return for eligible items within 30 days from the date of delivery, provided that all conditions outlined in this policy are met.
2. Return Conditions
To qualify for a return, the item must meet all of the following requirements:
The product must be unused, unworn, and undamaged It must be returned in its original condition All original packaging, tags, and labels must be included The return request must be submitted within the applicable return period The return must be approved by our customer support team before being shipped
Trying on items for fit, similar to trying something on in a physical store, is acceptable. However, if items show signs of wear, washing, or damage, a reduction in value may be applied.
3. Non-Returnable Items
Certain items are not eligible for return, including:
Products with broken or removed hygiene seals Personalised or custom-made items Products damaged due to misuse or improper handling
For hygiene reasons, underwear, shapewear, and bras cannot be returned once the hygiene seal has been removed.
Please note that under the UK Consumer Contracts Regulations 2013, sealed goods that are not suitable for return due to health or hygiene reasons are exempt from the standard right of return once the seal has been broken.
4. Return Shipping and Restocking Fee
All approved returns must be sent to our central warehouse located in China. The return address will be provided by our customer support team upon approval.
Customers are responsible for:
Paying the full cost of return shipping Using a shipping method that allows customs clearance Covering any applicable customs duties, taxes, or additional charges Providing correct and complete customs documentation
Kimberly Benn is not responsible for return shipments that are delayed, rejected, or lost due to customs issues or incorrect shipping procedures.
Restocking Fee
A 15% restocking fee applies to all approved returns. This fee covers inspection, handling, and restocking. You will be informed of this fee before you confirm your return request.
This fee also applies to:
Unopened parcels Orders refused upon delivery Shipments that are not claimed and automatically returned
Exception: The restocking fee will be waived if the product was received defective or damaged, subject to review.
5. Return Address
Returned items must only be sent to the address provided by our customer support team after approval.
Returns sent to any other address will not be accepted or processed.
6. How to Request a Return
To initiate a return, please contact our support team by email at support@kimberlybenn.com
Your request must include:
The item or items you wish to return The reason for the return Photos of the product (required if the item is incorrect or damaged) Your full name and shipping address Your order number
Our support team is available Monday to Friday, 9:00 AM – 6:00 PM (GMT) and will respond within 24 hours on business days.
7. Order Cancellations
Orders can be cancelled within 30 minutes of purchase.
Once an order has entered processing, cancellation is no longer possible. After delivery, a return may be requested in accordance with this policy and our Terms of Service.
8. Refund Process
After the returned item has been received and inspected:
You will be informed of the inspection result If approved, the refund will be issued to your original payment method Refunds are processed within up to 10 business days, depending on your bank or payment provider
Please note:
The 15% restocking fee will be deducted where applicable Original shipping costs are non-refundable Optional insured shipping selected at checkout is also non-refundable
For payment-related information, please refer to our Transactions Policy.
9. Discounts and Partial Returns
If your order included a promotional discount such as a bundle offer or volume discount, and part of the order is returned, the refund amount may be adjusted.
Discounts are recalculated based on the items retained after the return, not the original order total.
If returning items causes the order to no longer qualify for the original promotion, the discount will be removed and the refund adjusted accordingly.
Refunds are always calculated based on the final adjusted order value. Return shipping costs remain the responsibility of the customer and the restocking fee may still apply.
10. Store Credit
In certain cases, we may offer store credit in the form of a discount code instead of a refund.
Store credit:
Is non-refundable Can only be issued once per order Can be used for future purchases Cannot be exchanged for cash or transferred
11. Failed Delivery or Incorrect Address
If a package is returned due to an incorrect or incomplete address provided during checkout, we may:
Arrange a reshipment after the item has been returned to our warehouse and the correct address has been confirmed, or Provide store credit as a goodwill solution, depending on the situation
If returned items are not in their original condition, a reduction in value may be applied.
12. Policy Updates
Kimberly Benn reserves the right to update or modify this policy at any time. Any changes will take effect immediately once published on the website.
13. Exchanges
Kimberly Benn permits exchanges, but these are processed through the standard return procedure. This means you will first need to submit a return request in accordance with this policy before placing a new order for the desired item.
To process an exchange:
- Submit a return request via support@kimberlybenn.com, stating that you wish to exchange your item
- Follow the standard return process, including all applicable conditions and costs
- Place a new order for the desired item once your return has been submitted
Please note that standard return shipping costs and any applicable customs duties remain the responsibility of the customer. However, the 15% restocking fee will be waived in the case of an exchange, as the item is being replaced rather than refunded. Kimberly Benn cannot guarantee the availability of the desired item at the time the return is processed.
Contact Information
Shop Name: Kimberly Benn
Company Name: Milo Mochi Co., LLC
Company Registration Number: 41-4010122
Business address: 25 Prospect St, Watertown, Massachusetts 02472, United States
Warehouse Address: Building 4, 4th Floor, 58 Baiye Road, 523000 Guangdong, China
You can also reach us directly through our Contact page.
Email: support@kimberlybenn.com
Tel: +44 1536 857651
Customer Service Hours: Monday to Friday: 9:00 AM – 6:00 PM (GMT)
Saturday and Sunday: Closed
We aim to respond within 24 hours on business days.