We want you to be completely happy with your purchase from K18. If you’ve changed your mind, we’re happy to accept returns within 30 days of purchase for a refund.
To qualify for a refund:
- Items must be new, unused, and in their original packaging.
- Products must be purchased directly from K18.co.uk. We're unable to process refunds for products purchased from other retailers,
- Opened or used items, or those with broken seals, cannot be returned due to safety reasons.
- Returns must be made within 30 days from the date of purchase.
- If your order included a complimentary gift, it must also be returned in unused, sellable condition.
- If returning your full order, any samples received must also be included.
- We do not accept partial returns of bundles or sets, only complete sets may be returned.
We are unable to accept returns or issue refunds for:
Opened or used items, or those with broken seals (for safety reasons).
Products that have been tampered with, nearly emptied, or refilled.
Items damaged or lost due to personal use (e.g. dropped, stolen, spilled, mishandled).
Shipping Costs:
Delivery and return postage costs are non refundable, unless otherwise confirmed by our Customer Care team.
Inspection & Processing:
All returned items are opened and inspected upon arrival at our warehouse. Refunds will only be issued if items meet our return conditions.
If your return meets the above criteria, please complete our Returns Form so our team can register your request. Our team will ask for some details and images to verify the condition of the item(s). If your return is approved, you will receive an RMA to include inside your package, stating the reason for the return.
We will then provide a Royal Mail returns label & QR code so you can return your parcel free of charge at your local Post Office. Please ensure your items are securely packaged to prevent damage during transit, as items that arrive damaged may not be eligible for a refund.
Once your return has been received and inspected at our warehouse, your refund will be processed within 10 working days. Please note that refunds may take an additional 3–5 working days to appear in your bank account from the date of processing. The time it takes for the refund to show in your account depends on your payment provider and is outside of our control.
- Image of your dispatch note included in the parcel
- Image of the batch code: this can be located on the base/neck of the product and is a mixture of letters and numbers.
- Product name(s):
- Quantity:
- Reason for return:
- Condition of the item(s): Please confirm if the product is unused and in its original, resalable condition.
- Images of the item(s): Please provide a clear photo of the product in its current condition; a close-up of the product packaging, showing any seals or labels intact.
- Did you receive any complimentary samples or gifts with your order.
You can submit a return request here
Please Note: We only process replacements or returns for products purchased directly through our website. Any K18 products purchased at our partnering salons or retailers must be returned to the store it was originally purchased from. Due to security constraints, we cannot reimburse you for an amount greater than your purchase amount.