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1. I have changed my mind

2. My item(s) are faulty

3. My item(s) are missing/incorrect

4. My order has not arrived

I have changed my mind

For items purchased on prelovedkilowholesale.com, we offer B2B (Business to Business) transactions only. As we have a B2B relationship with you, we do not offer refunds if you change your mind and no longer require the products supplied. B2B suppliers are exempt from Consumer Contracts (formerly distance selling) regulations.

If you would like to discuss this further, please send an email with your query to info@prelovedkilo.com

My item(s) are faulty

We strive to only send out Grade A quality pieces (unless otherwise stated in the product description) so every single item is individually checked by a member of our team before being packed and shipped. We are only human and sometimes small flaws can slip through, if you've already checked our Fair Wear policy and you believe you have an item which is excessively faulty, flawed or below our standards, please fill out the form at the bottom of the page within 5 days of receiving your order, making sure to include your order number and any photos of the fault/item in question. Each request will be looked at on a case-by-case basis.

My item(s) are missing/incorrect

If you believe you have items missing, please contact us within 5 days of receiving your order. Some larger orders may be shipped in multiple boxes so check the tracking just incase only part of your order has been delivered. If your order contains less than the quantity or weight requested, please contact us including your order number and details of what's missing using the form at the bottom of this page. Please note that for weighed items, we use trade approved scales and all measures are highly accurate, we will never send an order out which weighs below what you have purchased (e.g. 5kg of product  will weigh a minimum of 5kg).

 

Note: DPD records all parcels as being 1kg on the shipping labels by default, the correct weight is taken during processing and we are invoiced the correct weight separately, the weight on the box is not a true indication of the actual box weight. 

My order has not arrived

We use DPD Next Day shipping for all orders, once your item has been marked as dispatched your order is usually delivered the next working day for most UK addresses, though for those located in the Highlands, Islands & N.I delivery is usually within 48 hours. 

 

In the unfortunate event it doesn't arrive when you expected, please check the tracking information provided by DPD directly to see if there's any reason for the delay, as the order may simply need rescheduling. After several attemps at delivery your order will automatically be returned to us.  If your order still hasn't arrived within 7 working days, please email wholesale@prelovedkilo.com, including your order number. 

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