Return & Refund Policy

Last updated: June 11, 2026

As the majority of our products are custom made, embroidered, engraved or personalised specifically to your requirements, these items are strictly non-returnable, non-refundable and non-exchangeable. Please ensure all personalisation details, sizing and specifications are entered correctly before placing your order.

1. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at info@kallom.com or 07411 070611.

For standard, non-personalised products, we may be able to cancel your order if it has not already been processed or dispatched.

For personalised or custom embroidered products, cancellation may not be possible once embroidery, printing, customisation or production has started.

If your cancellation is accepted before production or dispatch, we will arrange a refund to your original payment method.

2. Personalised & Custom-Made Products

Many Kallom products are made specifically for the customer and may include personalised names, dates, phrases, logos, initials, thread colours or other custom embroidery.

Unless the item is faulty, damaged, defective or does not match what you ordered, personalised or made-to-order products generally cannot be returned simply because you have changed your mind.

Please carefully check all personalisation details, including:

Customers are responsible for ensuring the information submitted during personalisation is correct before placing the order.

This does not affect your statutory rights where an item is faulty, damaged, misdescribed or otherwise not supplied in accordance with applicable UK consumer law.

3. Returns for Non-Personalised Products

For items purchased that are not personalised or custom made, we are happy to accept returns, subject to the following conditions:

Please contact us before sending an item back so that we can provide the appropriate return instructions.

4. Faulty, Damaged or Incorrect Items

In the rare event your order arrives faulty, damaged, or you receive the incorrect item, you must notify us within 48 hours of delivery by emailing info@kallom.com with:

Claims made outside of this timeframe may not be accepted.

5. Exchanges

Eligible non-personalised products may be exchanged for another available size or product, subject to stock availability.

Personalised or customised products cannot normally be exchanged because of an incorrect size, colour or personalisation choice made by the customer unless the product itself is faulty or Kallom made an error.

If you need an exchange, contact info@kallom.com before returning the product.

6. Refunds

Once we receive and inspect an eligible returned item, we will notify you regarding the status of your refund.

Approved refunds will be issued to the original payment method used for the purchase.

Depending on your bank, card provider or payment provider, it may take additional time for the refunded amount to appear in your account after we process it.

Where applicable, original delivery charges will be refunded in accordance with your statutory rights. Additional delivery costs resulting from choosing a more expensive delivery method than our standard option may not be refundable.

7. Return Shipping Costs

Where a return is made because you have changed your mind about an eligible non-personalised product, you may be responsible for the return postage costs.

Where an item is faulty, damaged, incorrect or otherwise qualifies for a seller-funded return under applicable law, Kallom will provide appropriate return instructions.

We recommend using a tracked postal service when returning products, as Kallom cannot take responsibility for return parcels that are lost before reaching us.

8. Non-Returnable Items

Unless faulty, damaged, misdescribed or otherwise covered by your statutory rights, we generally cannot accept returns for:

9. Personalised Custom Orders

As personalised, embroidered, engraved, and custom-made items are created specifically for you, once production has started, we cannot guarantee cancellation requests can be accepted, even if the order has not yet been dispatched.

10. Your UK Consumer Rights

Nothing in this policy is intended to limit or exclude rights provided to consumers under applicable UK law.

Depending on the circumstances, relevant legislation may include the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Personalised or clearly made-to-order products may be excluded from the standard change-of-mind cancellation right, but consumers continue to have legal rights where goods are faulty, not as described or otherwise fail to meet applicable legal requirements.

11. How to Request a Return or Refund

We understand circumstances can change, therefore:

Orders may be cancelled before dispatch for a full refund.

Orders may be cancelled before dispatch for a full refund.

Once your order has been dispatched, cancellations are no longer accepted.

Any cancellation request made more than 48 hours after dispatch will automatically be declined.

By placing an order, you acknowledge and agree to these terms.

12. Contact Us

If you have questions about this Privacy Policy, how your personal information is used, or would like to exercise your data protection rights, please contact:

Kallom, 7 Granard Business Centre, Mill Hill, London, NW7 2DQ, United Kingdom

Email: info@kallom.com
Phone: 07411070611

We aim to handle return and refund requests fairly and efficiently while maintaining the quality and craftsmanship expected from every Kallom order.