Kalëthon / Customer care
Returns and refunds
Last updated 29 August 2026 · UK store policy
Change-of-mind, personalised-item and faulty-goods routes.
Standard, non-personalised items
For eligible online purchases, tell us within 14 days after delivery that you wish to cancel, then return the item within the following 14 days. Items may be inspected as they would be in a shop; a deduction may apply for handling beyond that. Standard outbound delivery is refunded where legally required.
Custom and personalised items
Goods made to your measurements, selected specifications or clear personalisation are generally excluded from the statutory change-of-mind cancellation right. We may still offer a discretionary alteration or return where stated in the product or order confirmation.
Faulty or incorrect goods
Personalisation never removes statutory quality rights. Contact concierge@kalethon.com if an item is faulty, not as described or incorrect. UK consumers may have a short-term right to reject within 30 days and later rights to repair or replacement. Approved refunds are made to the original payment method without undue delay and in line with legal time limits.
Starting a return
Email the order number, item, reason and photographs if relevant. Do not send made-to-order goods before receiving return instructions. A geographic returns address and any applicable consumer cancellation form must be published without delay.