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Exchange & Refunds
If you are not completely satisfied with your purchase we always wish to rectify the problem either by exchange or if necessary by refunding your money. This does not affect your statutory rights.
Should you wish to return the item(s) for any reason, the following conditions apply.
For purchases made in our London store we will exchange or refund any items which are faulty. We will not exchange goods simply if you have changed your mind about the purchase.
For purchases made on line the same conditions apply except that you have 14 days in which you may change your mind.
Goods returned for a refund outside of the above parameters will be at our discretion and may also incur a handling fee to cover administration, credit card and/or PayPal costs.
Any refunds due will always be made using the same transaction method as the original payment. For web sales this will be via Paypal. Any transaction fees charged by Paypal will not be refundable.
For special orders and commissions for designs with an element of customisation, sizing and/or fitting we would have already required a minimum, nonreturnable deposit of 50% of the final cost of making and shipping the order. This deposit covers the ordering of fabric, cutting of patterns, consultation and also the production of final garments or items. The remaining 50% will be payable on completion of the order, prior to despatch. Therefore if we have already completed that order the whole amount would be non refundable.
Such special orders, commissions and customised orders will always require agreement in writing so that all parties are clear as to the nature of that work. As a result once an item has been customised with the customer's agreement that item can only be returned if it requires further fitting orcustomisation work whether due to the customer's requirements or due to any error or mis-calculation on our part. Prior to any such customisation we will always request approval in writing (usually via email).
Items cannot be exchanged which have been originally ordered via the website (and paid in full) in a standard size but after discussion via email or telephone have then become custom sized and/or coloured (including where an additional fitting/customisation charge has been paid).
Atsuko Kudo cannot guarantee any items which have been altered or repaired by anyone other than Atsuko Kudo and such items cannot be exchanged or refunded.
All goods must be returned in their original condition and packaging. Please take care when unpacking & repacking. We will not accept returns on items returned in a soiled condition. We cannot be held responsible for goods lost in transit. We recommend that you send by registered post & retain proof of posting. Refunds and exchanges are made approximately two weeks after receipt of goods to allow for inspection. Customers who have paid by credit card will have their accounts credited. We will not make refunds to a third party. As soon as we receive your returned goods we will process your request. Replacement goods held in stock will be despatched within 14 working days. If your chosen substitute is not in stock we will contact you to inform you of the schedule for it's despatch.
Any item which is returned in an imperfect or otherwise unsaleable condition cannot be fully refunded as such. We may recommend a restorative action and cost which once agreed with the customer will then be deducted from any refund applied to the piece as agreed. All quotes will be sent in writing to the customer.
If an item is returned in less than perfect condition it will be sent to our technical team for inspection and to further assess the condition in detail. Once the report on the condition is submitted we will share the contents of the report along with any recommendations made.
This may include a report on any damage to the condition of the fabric of the garment(s) and/or it’s components, advice on items returned which have been exposed to non recommended chemicals/products/treatments etc. and the consequent recommendations which may include (but are not limited to) to:
a) returning the item(s) to a fully saleable condition
b) returning the item(s) to a discounted condition
c) the option for returning to the customer due to it’s condition or
d) the disposal of an item which cannot be rectified at all.
The report may also include a recommendation for one of the options described and a quote for the repair, rectifying treatment to be undertaken. No restorative action will be taken without the prior agreement in writing of the client. Once an action has been agreed Atsuko Kudo Ltd. will perform the relevant restorative actions within a reasonable time frame. We reserve the right to provide further advice and recommendations during this process as further issues may arise after work is undertaken.
Please note that the customer must bear the cost of returning goods for a refund or exchange.
Please return goods (retaining proof of postage) to: Atsuko Kudo, 64 Holloway Road, London N7 8JL. Please remember to enclose a letter containing your name and address. If you would like further information on our returns policy please call us on +44 (0)20 7700 4631 or email us at info@atsukokudo.com.
