Kizik UK

How do I make an online return?

Our change of mind policy applies in addition to, and does not affect your statutory rights. Kizik UK has a strict Customer Return Policy and Procedure to ensure that each item is dealt with quickly and professionally.

• Items purchased online must be returned via the online return portal HERE.
• Items purchased from a Kizik authorised partner, must be returned to the store of purchase.

We will allow a change of mind return for refund, provided that the item in question is:

• An item purchased at Kizik.co.uk
• Returned within 30 days of purchase
• In original purchased condition with tags attached
• In original & undamaged packaging
• Has not been worn or cleaned
• Not damaged in any way

As long as you haven’t worn your Kiziks outside and you’re within 30 days of your original order date, take three simple steps (see what we did there?), and we’ll make it right:

‎1. Visit Kizik Returns and enter the order number and product code from your order confirmation email sent to the email address used to make the purchase.

2. Select the return reason, and whether you are exchanging or returning for credit or a refund. Then click to proceed generating your shipping label. Enclose your original Dispatch Note within your parcel.

3. You can either print out the label at home or use the QR code at the local Post Office where they can print for you. Use the packaging your Kiziks came in, be sure to cover the original delivery label.

Be sure to keep your receipt for shipping until your return has been processed.

Only original condition Kiziks can be returned! If you’ve worn your Kiziks outside, they’re not in original condition and should not be returned.

Please ensure tags are still intact and that the items are unworn, unwashed/ cleaned, undamaged, and undeniably still beautiful, so we can give you your full refund. Items that are clearly dirty, stained, smelly, covered in pet hair, washed, and/or have obviously been used do not fall under this return policy. 

Once your return has been processed by our team, you will receive a confirmation email. Where item/s have been returned for credit, a separate email will be sent with details needed to use.

If you wish to change your item for another size, you may do so via our returns portal. After submitting your exchange via the return portal, please follow the guidelines to ensure your item is returned within 30 days.

Your selected exchange item will not be reserved until your return parcel is in transit. Should you delay posting your items back to us for any length of time, we cannot guarantee that the item you have selected will still be available.

Once you have dropped off your exchange item with Royal Mail, we will organise for your replacement item to be shipped to you right away.

Important

Online orders can not be exchanged in retail stores. If you did not make your Xero Shoes purchase from xeroshoes.co.uk, please return your product to the retailer you originally purchased with.

How long do I have to return an item for a refund?

We are happy to offer a full refund on all items, for up to 30 days from purchase provided the items meet the above requirements.

How long does a refund take to process?

Once we have received your return, we will assess your returned item/s to ensure they comply with our returns policy. Refunds will be processed within 10 business days. (Allow for longer during the Christmas and New Year Period). Refunds will be credited back into the original account of payment.

The time in which the refund will appear in your account varies depending on your bank or payment provider.

All refunds are made to the original payment method.

Refunds on sale/discounted items

Item/s that were bought during a discount promotion will be refunded for the amount paid for the item i.e. the listed price for that item at time of order less the discount applied.

Are returns and exchanges free?

Returns and exchanges made via our portal are free. Any returns sent to us outside of our returns portal will not be covered if lost or damaged in transit to us.

If you are having any issues using the return portal, please contact our team who will troubleshoot solutions with you.

Our change of mind policy applies in addition to, and does not affect your rights, under consumer law. If you believe that you have received a faulty item, please reach out to our team on support@kizik.uk or you can submit a return request directly via our returns portal.

Select reason for return as damaged/ faulty and uploads a picture/s to show issue. The team will then review, either accept and send on the shipping label to your email, or they will reach out to you.

When completing your return you can select either an exchange, credit or refund.

Please Note: Online returns can NOT be processed in store.

If you have purchased via a retailer or third party store, you will need to contact them directly. They will assist you with the Return Process. You will be unable to return your order to Kizik UK directly.