We're sure that you'll be delighted with your goods purchased online from Kenkoh Europe Ltd but if you find that the item is not suitable or does not fit, then we will be happy to offer a refund or exchange within 28 days of purchase, subject to our terms and conditions.
Returns for a Refund or an Exchange
Items must be returned within 28 days of purchase, and be in their original condition, and packaging, fit for re-sale and must not have been worn. We appreciate you need to try the shoes on, but given the nature of Kenkoh, you should try them on with socks, for personal hygiene reasons, and only try them on indoors, preferably on a carpet.
We need to be able to re-stock the return items so we ask that you do take care and have courtesy for us and future customers by ensuring you do not wear the Kenkohs if you are going to return them for a refund or exchange.
If we receive shoes that have evidently been worn, for example, if the soles are dirty, or the shoes are marked or bent, we won’t be able to refund you, or send you an exchange. Your choice then is for us to send them back to you. If you do not want them returned to you, we keep them for 3 months, at which time we will send them to Oxfam, or another chosen charity. Before sending them to our chosen charity, we take photographs of the shoes to prevent any future dispute arising between the customer and Kenkoh Europe Ltd.
So, all being well and you are returning and a pair of Kenkohs in their original, new condition, this is what to do:
Log in to your account on our online shop and go into the "My orders" section. View the details of the appropriate order, fill in the reason for the return and tell us whether you'd like a refund or an exchange, and click "Send message".
If you would like to exchange your product, please state which product you would like to exchange it for. We are happy to offer an exchange, subject to availability.
If you have access to a printer please complete the Returns Form and return with your package. If you don't have access to a printer, please include a short covering letter with the same details.
We are keen to re-cycle our packaging for environmental purposes, so we recommend you turn the envelope you received your shoes in inside out, and re-address the package to be returned to:
Kenkoh Returns & Exchanges, Kenkoh Europe Ltd, 19 Law Place, Nerston Industrial Estate, East Kilbride, G74 4QL, Scotland, UK
Please add the appropriate postage and use a trusted delivery service as we can't take any responsibility for items lost in transit. It is recommended that you get a proof of postage receipt. Please also make sure the postage is fully paid. If Kenkoh need to pay for additional postage charges, this will have to be deducted from your refund.
Returns for a Refund
You have 28 days to return an item. Items purchased through the Kenkoh website may be returned for a full refund, including your original delivery costs if applicable, within 7 working days, but we do not pay for the cost incurred by you to return the item (unless the goods are faulty, in which case we are happy to refund the cost of the postage up to a maximum value of £4.00, and we reserve the right to request a receipt for these postage costs).
Any returns made after 7 working days from date of purchase may be returned for a full refund (excluding original delivery charges, and excluding the costs incurred by you to return the item).
Returns for an Exchange
If you wish to return an item for a suitable exchange, please note we reserve the right to charge you the postage and packing costs for all exchanges, and we do not pay for the cost of the postage for the item you are returning to Kenkoh Europe Ltd.
If you are returning an item from outwith the European Union, you may need to complete customs declaration paperwork to avoid paying unnecessary export taxes. If any taxes are charged to Kenkoh Europe Ltd, these will be deducted from the value of the refund. If the charges are higher than the refund amount then the package will not be accepted.
Tracking your return
We will keep in touch with you throughout the returns and exchange process. We will email you to confirm your return has been received, and again when we despatch your exchange item, or when the refund has been credited back to your account. We aim to process all requests for refunds and exchanges within 3-5 working days. We may get it done a bit sooner, or sometimes a bit longer due to any public holidays etc but please be assured we are on the case, and we are doing our best for you!
How do I cancel my order?
Once payment has been debited from your account, the transaction will be fully processed, and you will have to follow the returns procedure for a refund or exchange.
What if my Kenkohs are delivered faulty?
We have really high standards so hopefully this won’t happen! If it does, email us at firstname.lastname@example.org, quoting your order number, and explanation of the fault and we can discuss the best course of action. We will always sort it out, we’re an honest bunch here and we want to keep all our customers happy and of course we love it when you write a good product review or recommend us to friends and family, so it’s in our best interests to make sure your Kenkohs are of the highest quality!
What if I received an incorrect pair of Kenkohs?
Hopefully this won’t happen, but sometimes we do make mistakes. If this happens, please don’t get mad with us, we haven’t done it deliberately and we are trying our best. Email us at email@example.com, quoting your order number, and we will sort it out!
With both Incorrect or Faulty Items - an additional important point...
If we need to refund you postage costs for returning an item because we have mistakenly sent you the wrong item, or there is a fault, we will refund you up to a maximum of £4 (UK customers only) –please use Royal Mail Second Class post and it won’t cost you any more than that, and it’s wise to get a ‘Proof of Postage’ receipt. As stated above, we want to do our bit for the environment, so turn the original envelope inside out and re-address it to send it back. We are sorry for the inconvenience this may cause.
A final reminder...
We are sorry to bang on about this, but in all requests for a refund or exchange, if an item has been worn, shows signs of dirt, is marked in any way that causes the item to be not fit for re-sale we reserve the right not to offer you a refund or exchange and will give you the option to either a) return the original product to you, or b) ask us to donate the item to charity.