You can track your order here

Your order could be in a couple of places: our warehouse, awaiting dispatch, with the courier on its way with the courier, or delivered. Got a dispatch email? Good news, it's on its way. You can track your order at the top of this page using your order number. If you haven't got your dispatch email (don't forget to check those junk folders) your order is waiting to leave us. Once you have the dispatch email you can track it via the link in the email or by using the track my order section at the top of this page.

If you don't have your order number with you, you can get it by logging into your account here and then by going to 'Order History'.

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes to your address.

Double check the delivery option you selected to confirm the day it should arrive. You can check shipping timescales here. Your delivery date has to have passed for us to be able to investigate the whereabouts of your order. If your shipping date has passed, please contact here and have your order number ready.

If you are missing 1 or more of the items you have ordered it may be down to the following:

-You may have not added it to your basket, please check your order confirmation and descriptions for the product you think may be missing.

-The item you are missing may have been out of stock, please check your emails (including junk/spam) to see if you have been sent a mail about this. The rest of your order will have been shipped.

-If it is a small item, please check in and amongst the other products in case it is hiding.

-You placed a large order which could mean your items are arriving in more than 1 bag, please check your dispatch email for more than 1 tracking link where you can find an update.

-If none of the above apply and you are still missing your item please contact our Customer Service team within 14 days of your order being delivered and they’ll be happy to help.

If you've placed an order and received a cancellation email from us, we're really sorry. This will usually be because the stock wasn't in the warehouse when we processed your order. You'll get a cancellation email and a refund via the original payment method used. The refund may take up to 7 days - this is the banking process and not something we can speed up.

Unfortunately we're unable to make any changes to your order once placed as it’s processed immediately at the warehouse. You’ll need to place another order or return any unwanted items.

Unfortunately we don't offer exchanges. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

The carrier has been unable to deliver your parcel to you (you may not have been in or they might not have been able to gain access to your property). If your tracking is showing as being returned to us you can wait for your parcel to come back and we will give you a refund when it does. A typical refund will take up to 21 days, that’s 14 days for the parcel to arrive back at our warehouse and us processing with up to 7 days for it to make its way through the banking system.

If the carrier was unable to deliver this time it may be worth considering when you next order to use an alternative shipping address where you know someone will be able to receive the parcel or selecting an alternative shipping option at checkout.

• Items must be returned within 28 days of receiving your order.

• Items must be returned in a new and unused condition.

• Items must have all tags attached.

• Pierced jewellery cannot be returned for health and hygiene reasons.

• Underwear and swimwear can only be returned if the hygiene seal has not been removed.

• Beauty products cannot be returned for hygiene reasons.

• Shoes must be tried on indoors.

• Please obtain proof of postage just in case your order is lost on its way back to us.

• If you receive faulty goods, you may also have a right to return these goods. Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund.

Click here to start your return.

For more information find our Returns Policy here. If you've waited more than 28 days with no email from us, please get in touch by going to the Contact Us tab on this page.

For International returns, your return charge will be deducted from your refund, you can find out the postage price in the portal or you will be asked to download a returns label and pay for postage at your local post office. Please use a trackable service and keep your proof of postage receipt until after your refund is processed.

Click here to start your return.

As soon as we receive your order back we get to work on processing your return and issuing the refund back to the refund method that was selected when logging the return.

If you chose refund to original payment method, this will be processed back to the payment method used when placing the order.

If you chose refund to gift card, once your return has been processed, you'll receive an email containing the gift card.

For any DBZ brand partner returns, refunds will be processed back to the original payment method used when placing the order.

You've got 28 days to send something back to us from the day you receive it. Unfortunately we cannot accept returns after this time.

Ready to Return? Click here.

Yes, just pop your items in something non see-through, sealable & waterproof.

Click here to start your return.

Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.

Click here to start your return.

You've got 28 days to send something back to us from the day you receive it. Click here to start your return. If you select credit refund, you will receive this within 24 hours of your return being processed.

A payment is due on my invoice but I haven’t received by refund yet?

If you've returned items from an order paid for with Afterpay, and you're near the end of your invoice period, we'd recommend extending the deadline to avoid payment charges, this can be done via the Afterpay app. Just follow the steps below:

1. From the Orders Details menu, select Returning an Order.

2. Following the prompts, enter the order details as instructed.

On average a Afterpay refund will take up to 15 days: 14 days to be returned, checked and processed, with an extra day for your invoice to be updated.

If you have any questions about extending your invoice, please contact Afterpay. Karen Millen aren't able to extend your invoice.

I’m returning part of my order but keeping some item, how will this affect my invoice?

The value of any items returned will be deducted from your final payment first. It takes up to 24 hours from your refund being processed by us for your invoice to be updated.

If you have already paid your invoice or the value of your return is higher than your outstanding balance, then you will receive a refund from Afterpay for the items that you have returned.

You've got 28 days to send something back to us from the day you receive it. Click here to start your return.

If you select credit refund, you will receive this within 24 hours of your return being processed.

A payment is due on my invoice but I haven’t received by refund yet?

If you've returned items from an order paid for with Klarna, and you're near the end of your invoice period, we'd recommend extending the deadline to avoid payment charges, this can be done by contacting Klarna or via the Klarna app.

On average a Klarna refund will take up to 15 days: 14 days to be returned, checked and processed, with an extra day for your invoice to be updated.

If you have any questions about extending your invoice, please contact Klarna Customer Service. Karen Millen aren't able to extend your invoice.

I’m returning part of my order but keeping some item, how will this affect my invoice?

The value of any items returned will be deducted from your outstanding balance, you should continue to make any payments that are due for the remaining instalments. It takes up to 24 hours from your refund being processed by us for your invoice to be updated – we’ll send you an email as soon as your refund has been processed.

If you have already paid your invoice or the value of your return is higher than your outstanding balance, then you will receive a refund from Klarna for the items that you have returned.

You've got 28 days to send something back to us from the day you receive it. Click here to start your return.

If you select credit refund, you will receive this within 24 hours of your return being processed.

A payment is due on my invoice but I haven’t received by refund yet?

If you've returned items from an order paid for with PayPal, and you're near the end of your invoice period, we'd recommend extending the deadline to avoid payment charges, this can be done by contacting PayPal or via the PayPal app.

On average a PayPal refund will take up to 15 days: 14 days to be returned, checked and processed, with an extra day for your invoice to be updated.

If you have any questions about extending your invoice, please contact PayPal Customer Service. Karen Millen aren't able to extend your invoice.

I’m returning part of my order but keeping some item, how will this affect my invoice?

The value of any items returned will be deducted from your outstanding balance, you should continue to make any payments that are due for the remaining instalments. It takes up to 24 hours from your refund being processed by us for your invoice to be updated – we’ll send you an email as soon as your refund has been processed.

If you have already paid your invoice or the value of your return is higher than your outstanding balance, then you will receive a refund from PayPal for the items that you have returned.

Unfortunately we don’t offer exchanges. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

Once you make your return and its received by us, we will get to work on processing your return as soon as we can and issue any refunds due to you back to your original payment method.

We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

If you have received an email advising that we have processed your refund but you can’t see this in your bank account ; just head over to our Contact Us section here with the below information

Your name Order number Product name and codes of the items you returned A picture of your proof of postage You may have received your refund as a voucher if your items were returned to us after the returns policy timeframe. If this could be the case, please check your emails including spam and junk.

You now have the option to choose store credit instead of cash for your returns, if the option selected in returns portal was “store credit”, you will receive an email with details of your credit instead of update to bank statement. Customers who choose store credit will experience a quicker refund process.

We cannot offer refunds on pierced jewellery or on swimwear if the hygiene seal is not in place or has been broken. For hygiene reason, once the seal has been opened on fashion face masks, cosmetics or pierced jewellery, these items can no longer be returned.

It can take up to 14 days from the date of your return for your parcel to be delivered back to our warehouse and processed.

Once you make your return and its received by us, we will get to work on processing your return as soon as we can and issue any refunds due to you back to your original payment method.

If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued.

We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

If you are not happy with your refund, and you wish to dispute this, you must do so within 28 days of receiving your refund. Please get in touch here.

We don't refund delivery charge for those countries outside the EEA.

We've gone paperless! You'll no longer receive a delivery note in your parcel. Use the returns portal to get your trackable returns label.

Ready to Return? Click here.

If you have received a faulty or an incorrect item, please contact customer services here.

For International returns, your return charge will be deducted from your refund, you will need to generate your returns label via the portal. Please use the address label or QR code provided, any handwritten address labels will cause delays with your refund and may mean you need to pay import VAT and a customs duty charge. Using your own method of return, refunds will only be processed once the items have arrived to our warehouse and If your items don’t make it back to us, you’ll need to open a dispute with the carrier. You may be liable for import and pay a custom duty charge for orders over the customs threshold.

If you have a promo code/discount code please enter it at the billing and payment step of the checkout – it can’t be applied on an order that has already been placed.

Having issues redeeming your discount?

• Your code might have expired.

• You can only use one code at a time.

• Some of our codes only work when you select a specific delivery option such as our next-day delivery service.

• Double check you haven't mistyped the code.

• Check you've only picked products valid in the promotion

Just add your code to the ‘Redeem Gift Voucher’ box at checkout and hit apply. It’s as easy as that! If the value of your order is less than the value of your gift voucher, the balance remains for next time.

Please note, gift cards are not currently available for purchase but will be back up and running soon.

Shop Now. Wear Now. Pay It In 4

Pay for your purchases over 4 equal fortnightly installments, interest free on orders over £10.

Pay nothing extra. If you make repayments on time, you'll only ever pay the price of the item you've purchased. The only fees that may apply are late fees for missed payments.

Simply select Afterpay as your payment method at checkout.

All you need is:

-A AUS credit or debit card

-To be over 18 years of age

-A AUS residents address

Customer Services

-Afterpay Customer inquiries will be addressed by the Customer Support team here

-Afterpay is only available on orders over £10.

-Afterpay is unavailable to App Customers.

For a full list of FAQs please click here

See T&C's for further details

Make sure you’ve entered it in the ‘Redeem Gift Voucher’ box at checkout – if you put it in the promotion code box it won’t work.

Shop Now. Wear Now. Pay It In 4

Shop now and pay later with four short-term installments that let you spread the cost of your purchase, with no added charges or hassle.

Pay nothing extra. Four payments are automatically collected bi-weekly from your debit or credit card. You get all the “closure” of a full upfront payment, but with the cash-flow benefits of spreading the cost. The total amount charged to your card is no greater than if you simply paid for the entire purchase up front (provided the agreed payment schedule is followed). Pretty great, huh! The only fees that may apply are late fees for missed payments.

All you need is:

-An Australian credit or debit card

-To be over 18 years of age

-An Australian residents address

Customer Service

For customer service queries you can contact the Klarna customer service team here

See for further information about Klarna.

Payment options

We accept the following payment cards: Visa, Visa Debit and MasterCard and American Express. We also accept PayPal, Klarna, Afterpay, Giftcards and prepaid debit cards.

Please note: All payments must be made online when placing your order. We do not have the ability to place an order on your behalf.

When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account.

Gift Vouchers

If you've been gifted a Karen Millen voucher/gift certificate, then yes we accept those.

PAY IN 4 PAYMENTS

Pay in 4 interest-free payments on orders between $30-$1500. Your plan will last 6 weeks in total. The first payment will be due at the time of purchase, followed by 3 further payments due every two weeks after that. Pay in 4 is a form of credit, so carefully consider whether you can afford the repayments as use of the product may impact your credit score.

All you need is:

-To be over 18 years of age

-An Australian residential address

-A PayPal account in good standing

-Pay in 4 eligibility is subject to status and approval

For a full list of FAQs please click here

Customer Service

For customer service queries you can contact the PayPal customer service team here

See here for the PayPal Terms and Conditions.

Payment Error

If you're experiencing error messages when making a payment, firstly, make sure you have inputted the correct details. Contact your bank to ensure there are no problems with the card. After this, please contact us by going to 'contact us' tab on this page to submit details and we will investigate further. To help us solve the issue for you, please include as many of the following details as possible:

-What operating system you use (e.g. iOS, Android, Windows Vista, Mac OS X)

-What Internet Browser you are using(e.g. Internet Explorer 8, Firefox, Safari, Chrome)

-What payment method you were trying (e.g. PayPal, Visa)

-A description of the problem and what time the problem occurred

-If you get an error message, please include it in your message to us

Payment Declined

If your credit or debit card was declined, check to see if your card is expired, out of date or your card billing address is different to the billing address on your Karen Millen account.

If the above doesn't help, your credit card company or bank will have more information.

If using PayPal, please contact PayPal directly if your payment has been declined.

For customer account security we do not allow change of email address, if you need to use an alternative email address please create a new account.

Log in your account, select "addresses" to add a new one or edit an existing one

You can choose how you'd want us to contact you. If you don't want to hear about great new offers, just simply log into your account, click on contact preferences and untick the boxes.

If you know your password its simple! Log into your account using your current password, then under the account information section, you have the option to change your password. If you've forgotten your password, at the account log in page select the forgotten password option and follow the steps to reset. If that doesn't work, please get in touch by going to the 'contact us' tab on this page.

Log into your account, select payment details and either add, delete or edit your payment options.

View our size guide here

We have updated our privacy notice to ensure we’re complying with new changes in data protection law. You can find out more about your rights, choices and how we use your information in our new Privacy Notice.

These rights include the ability to control your marketing preferences. You can tell us you no longer wish to continue receiving marketing information from us at any time. If you would like to update your contact preferences you can do this by logging into My Account and editing your ‘Contact Preferences’. If you’ve forgotten your password, at the account log in page select the forgotten password option and follow the steps to reset. If that doesn't work, please get in touch by going to the 'contact us' tab on this page.

If you don’t have an account you can also unsubscribe or ‘opt-out’ by using the unsubscribe button and following the link included in the footer of any marketing emails.

Please allow up to a week for this to be processed. If you have any other queries in relation to how your data is managed you can contact our Data Protection Officer at DPO@karenmillen.com.

IMPORTANT LEGAL NOTICE

These are the legal terms and conditions under which We or the Concessionaire Brands supply the products (“Products”) listed on our website www.karenmillen.com (“our site”) to you. Please read these terms and conditions carefully before ordering any Products from our site. Using our site indicates that you accept these terms and conditions together with our Privacy Notice here and Terms of Use here, regardless of whether or not you choose to register with us. If you do not accept these terms and conditions, our Privacy Notice here or our Terms of Use here, do not use our site.

1. INFORMATION ABOUT US AND HOW TO CONTACT US

www.karenmillen.com is operated by KarenMillen.com Limited ("We", "us", "our", "KM", or "Karen Millen"). We are a company registered in England and Wales under company number 12054246 and with our registered office at 49/51 Dale Street, Manchester, England M1 2HF. Our UK VAT number is 185 4874 61. Our email address is customerservices@karenmillen.com.

2. SERVICE AVAILABILITY

Some restrictions are placed on the extent to which We accept orders from specific countries. These restrictions can be found on our “Deliveries” page here.

3. YOUR STATUS

By placing an order through our site, you warrant that:

1. You may only purchase Products from us if:
2. you are legally capable of entering into a binding contract with us (for example, in England and Wales you must be at least 18 years old);
3. you are an authorised user of the credit or debit card or payment account (ie PayPal) used to pay for your order; and,
4. are resident in a country that we deliver to (please see our “Deliveries” page here for further information).

4. HOW THE CONTRACT IS FORMED BETWEEN YOU AND US

1. Once you have placed your order, you should receive an e-mail from us acknowledging that We have received your order (but please contact us if you do not receive this e-mail).
2. Prices of all Products must be paid in advance. For this reason, your order will be executed if it is pre-paid. After you submit your order, we immediately contact your bank or card issuer for authorisation to take payment from your account. We will not process your order until payment has been received in full. When the payment is received in full amount, we will confirm this to you by sending you a further e-mail confirming the Product is being processed ready for dispatch (“Dispatch Confirmation”) at which point the contract between us ("Contract") will be formed. These Terms & Conditions, your order and the Dispatch Confirmation constitute integral and essential parts of the Contract.
3. You have the right to cancel your order at any time prior to the delivery and within the limited return period after the delivery as specified in these terms. If you cancel the order before the delivery, you must compensate our expenses incurred by us in connection with our activities at performance of your order. For technical reasons it may be too late to recall a delivery after you cancel the Order. If this is the case, we will give you notice. You should then receive the delivery and send it back to us at our expense in accordance with clause 11. Please do not open the delivery pack.
4. We offer you to buy a Product at any time unless the information about this Product is removed from our site or the relevant Product page becomes unavailable.
5. From time to time we may make minor changes to a Product to reflect changes in relevant laws and regulatory requirements. If these changes touch upon the product description or other mandatory information to be provided to you under the applicable laws, we will update our site immediately. If it appears necessary to make such changes to an ordered Product, we will inform you prior to the delivery and you will have the right to cancel the order and receive the refund without any deductions.
6. These terms and conditions, and any Contract between us, are bilingual (English and Russian). In case of a discrepancy between English and Russian texts, the English text will prevail. Please note that We may not necessarily keep a copy of your Contract. You should keep a copy of these terms and conditions and your order for future reference.
7. The Dispatch Confirmation is a confidential document. You must not disclose it to anyone except for the case specified in clause 5.4 of these terms and other cases that may be prescribed by any applicable laws. If you disclose the Dispatch Confirmation to anyone without a valid reason, you must be solely responsible for any possible fraudulent or hacking actions committed with the Dispatch Confirmation.

5. DELIVERY

1. We offer you the delivery options at our “Deliveries” page here. The delivery info is also provided on Product pages in our catalogue. You may choose the available delivery option that suits you best. The options may vary depending on the delivery address.
2. Please be aware that we may use third party delivery services.
3. Your order will be fulfilled by the delivery date set out in the Dispatch Confirmation or, if no delivery date is specified, then as soon as reasonably possible (depending on the delivery service you have selected). In any event, delivery will take place no more than 30 days after the day your Contract is entered into.
4. You should choose the delivery address and specify it in your order. You should receive the ordered Products personally. If you are unable to do so, the Products may be delivered to another person at your address (usually, one of your family members). The Products will be given to them against the Dispatch Confirmation unless the postal rules or other applicable delivery rules state otherwise. If no one is available at your address to take delivery and the Products cannot be posted through your letterbox or left in a safe place, after three failed attempts, we may end the Contract and clause 13 will apply.
5. Delivery of your order will be completed when We deliver the Products as described in clause 5.4 above. They will be your responsibility from that time.
6. You will own the Products once We have received payment in full.
7. The images of the Products on our site and in our other advertising materials are for illustrative purposes only. Your Products may vary slightly from those images. Although We have made every effort to display and print the colours of the Products accurately, We cannot guarantee that your computer's display of the pictures, or the pictures in our other advertising materials, accurately reflect the colours of the Products that will be delivered to you.
8. If you wish to dispute delivery of your order, you have 28 days starting from the day that the tracking status for you order is updated by the carrier as fulfilled (i.e. updated as delivered to the address set out in the Dispatch Confirmation). If your tracking doesn’t confirm your order has been delivered please note you have 90 days from your last tracking event to contact us. We reserve the right to request evidence, before issuing any refund of the price paid and/or any associated delivery costs.

6.INTERNATIONAL DELIVERY

1. Save for the above, if you order Products from us for delivery to a destination outside the UK:

a) your order may be subject to import duties and taxes which are applied when it reaches the delivery destination. Please note that We have no control over these charges and We cannot predict their amount. You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order. We will not be liable or responsible if you do not pay any such import duties or taxes; b) you must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law; and c) if you return any Products to us from a destination outside the UK, please ensure that the return parcel is marked clearly with the wording “Return to supplier” or wording having similar effect.

7. PRICE AND PAYMENT

1. The price payable for the Products shall be as shown on our site in pounds sterling (GBP), although please see clauses 7.5 and 7.6 for what happens if We discover an error in the price of any Product you order. Prices advertised on our site include UK VAT at the relevant rate chargeable for the time being, but exclude delivery charges which are payable in addition and shown separately during the checkout process.
2. We can change the prices on our site at any time without notice, but changes will not affect orders which We have already accepted. However, if the rate of VAT changes after the date of your order, We will adjust the rate of VAT you pay unless you have already paid for the Products in full before the change in VAT takes effect.
3. We accept payment by debit card, credit card, or PayPal, Klarna, or Afterpay (if you are making a purchase on the www.karenmillen.com website for delivery to an address in Australia). We accept the following cards: Visa, VISA Electron, Mastercard, Maestro, American Express.
4. You must pay for the Products (including all applicable delivery charges), and, if you are paying by card, We will charge the card you have chosen to use to pay for your order once you reach the final billing page and submit your order. We immediately contact your bank or card issuer for authorisation to take payment from your account. If you pay using Klarna such payment will subject to additional terms between you and Klarna, available here for further information about Klarna. For more information about how Klarna will handle your personal data see their Privacy Policy, available here. Late fees may apply. If you pay using Afterpay such payment will subject to additional terms between you and Afterpay, available here for further information about Afterpay. For more information about Afterpay will handle your personal data see their Privacy Policy, available here. If you are using Paypal Pay In 4, such payment will be subject to additional terms between you and PayPal available here. For more information about how PayPal will handle your personal data see their Privacy Policy, available here for further information about Paypal Pay In 4.
5. If We accept and process your order where there is a pricing error that is obvious and unmistakable and which could reasonably have been recognised by you as a mispricing, We may end the Contract, refund to you any sums you have paid under the Contract and require the return of any Products provided to you.
6. If you wish to apply a voucher code to your order, you must enter the relevant code during the online checkout process. Only one voucher code can be used per order and additional terms and conditions may apply in respect of each voucher code. We reserve the right to decline to accept any voucher code that is invalid for your order or that has expired.

8. RIGHT TO CANCEL THE CONTRACT (EEA CUSTOMERS ONLY)

If you are a consumer in the European Economic Area (“EEA”), you have a legal right to cancel a Contract if you change your mind until 14 days after you receive (or someone you nominate receives) the Products, unless the Products are split into several deliveries over different days in which case you will have until 14 days after the day you receive (or someone you nominate receives) the last delivery. If you wish to cancel a Contract under clause 8.1, you just need to communicate this to us within the timescale set out in clause 8.1. The easiest way to do this is to contact us by email at customerservices@karenmillen.com or by post at Karen Millen, PO Box 553, Burnley, BB1 9GD.You may use a copy of the cancellation form available here, but you are not required to do so. 3. The right to cancel a Contract under clause 8.1 does not apply to cosmetics, pierced jewellery, underwear or swimwear if the hygiene seal is not in place or has been broken. If you cancel a Contract under clause 8.1 after the Products have been dispatched to you, you must return them to us. You must send off the Products within 14 days of telling us that you wish to cancel the Contract. We will pay the costs of your returns if you use our free returns service in accordance with the Returns Policy here, but if you do not use this service in accordance with our instructions then you will be responsible for the cost of returning Products to us. Please see our Returns Policy here for further information about how to return Products to us.

9.RETURNS (EEA CUSTOMERS ONLY)

You have 28 days to return your items starting from the day you receive your order. This returns period starts from the date you receive your order. For further information on returns please see our Returns Policy

10. YOUR RIGHT FOR A REFUND (EEA CUSTOMERS ONLY)

1. If you are a consumer in the EEA and you cancel your Contract under clause 8.1, We will: a) refund you the price you paid for the Products. However, please note that We may reduce your refund to reflect any reduction in the value of the Products, if this has been caused by your handling them in a way which would not be permitted in a shop. If We refund you the price paid before We are able to inspect the Products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount; and b) refund any charges you have paid for delivery of the Products to you, although the maximum refund for delivery costs will be the least expensive delivery method We offer to your delivery destination; and c) make any refunds due to you by the method you used for payment:

2. 14 days after the day on which We receive the Products back from you or, if earlier, the day on which you provide us with evidence that you have sent the Products back to us; or

3. 14 days after you inform us of your decision to cancel the Contract

4. Please see our Returns Policy here for more information about returns and refunds.

11. RETURN AND REFUND FOR RUSSIAN CUSTOMERS ONLY

1. If you are a consumer in Russia, you have a legal right to refuse an order (that will also entail the cancellation of a Contract) if you change your mind within 7 days after you receive (or someone you nominate receives) the Products of good quality.

2. If you wish to cancel a Contract under clause 11.1 above, you just need to communicate this to us within the timescale set out in clause 11.1 by email at customerservices@karenmillen.com or by post at karenmillen, PO Box 553, Burnley, BB1 9GD. You may use a copy of the cancellation form available here, but you are not required to do so.

3. The right to refuse an order under clause 11.1 of these terms does not apply to the following Products: a) Wearing apparel and knitwear (various types of lingerie, socks and stockings); b) Textiles (cotton, flax, silk, wool and synthetic fabrics, goods produced from nonwoven materials, e.g., tapes, ribbons, laces, etc.); c) Jewelry and other Products made of precious metal and/or precious stones; d) Watches with two or more functions; e) Unique Products designed in a way that only you can use it; and f) Other Products as prescribed by the laws applicable in the consumer’s place of residence.

4. If you cancel a Contract under clause 11.1 of these terms after the Products have been dispatched to you, you must return them to us. You must send off the Products within 14 days of telling us that you wish to cancel the Contract. We will pay the costs of your returns if you use our free returns service in accordance with the Returns Policy here (if applicable in Russia at the time of refusing an order), but if you do not use this service in accordance with our instructions then you will be responsible for the cost of returning Products to us. Please see our Returns Policy here for further information about how to return Products to us.

5. If you do not wish to use our Returns Policy or the Returns Policy does not apply to Russia at the time of refusing an order, you must return the Products in person, by post or by a courier service at your own expense. If you request that We organise the return of the Products in a way not specified in the Returns Policy, then our expenses may be deducted from your refund.

6. Please send the Products to Karen Millen, PO Box 553, Burnley, BB1 9GD.

7. You must ensure that you return the Products in a marketable condition and with duly consumer performance. You must also attach the order and the Dispatch Confirmation confirming the Conclusion of the Contract in respect of the Products. Otherwise, We may not accept the return.

8. We will refund you the total amount you paid under the Contract including the prices of the Products and the delivery costs. However, please note that We may reduce your refund to reflect our expenses for the return of the Products from you to us (if any such expenses occurred). Please send a refund request to customerservices@karenmillen.com. The refund will be carried out within 10 days from the day when We receive your request.

9. By placing an order, you give us consent to refund (if it appears necessary) by crediting the relevant amount of money to your bank account. As an alternative, you may refund in cash in our office (clause 11.2 above).

12. FAULTY PRODUCTS

1. If you are a consumer, We are under a legal duty to supply Products that are in conformity with the Contract. Nothing in these terms and conditions will affect your legal rights in relation to Products that are faulty or defective.

2. If you consider that any Product We have supplied is faulty, defective or mis-described, please notify us using the contact details set out in clause 8.2.You must return such Products to us in accordance with our reasonable instructions and the Returns Policy here, and if the Products are faulty, defective or mis-described We will refund the price of the Products and the cost of delivery to you. As an alternative, you may choose either of the following options in respect of the defective Products: a) Request for the repair free of charge or compensate your costs if you assign the repair to a third party; or b) Discount from the prices of the defective Products in the amount adequate to the defects; or c) Change with the same or similar models and recalculate their prices (if necessary). In case of technically com-plex Products (e.g. watches with two or more functions), this option is available only for material defects.

3. Save for the above, you should have the right to compensate your losses arising out of selling you the defective Products.

4. If you discover that your Product is faulty after 30 days we reserve the right to request evidence, such as images of the defect, before issuing any refund of the price paid and/or any associated delivery costs.

13. OUR RIGHTS TO CANCEL THE CONTRACT

1. If you do not make any payment in full to us when it is due;, we consider this Contract as terminated at your initiative.
2. We may end the Contract by writing to you if you do not, within a reasonable time, allow us to deliver the Products to you.
3. If We end the Contract is ended in any of the situations set out in this clause 13.1, We will refund any money you have paid in advance for the Products. We have not provided but we may deduct or charge you reasonable compensation for the costs losses we will incur as a result of your breaking the Contract.

14. OUR LIABILITY

1. If We fail to comply with these terms and conditions, We are responsible for loss or damage you suffer
2. We only supply the Products for domestic and private use. If you use the Products for any commercial, business or resale purpose, We will have no liability to you for any loss of profit, loss of business, loss of anticipated savings, business interruption or loss of business opportunity.
3. We do not in any way exclude or limit our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation or any matter for which We may not exclude or limit our liability under any applicable law.

15. EVENTS OUTSIDE OUR CONTROL

1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control. An Event Outside Our Control means any act, event, omission or accident that are of emergency nature, unavoidable, and beyond our reasonable control.
2. If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract, We will contact you as soon as reasonably possible to notify you and our obligations under the Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, We will arrange a new delivery date with you after the Event Outside Our Control is over.
3. If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract, We will contact you as soon as reasonably possible to notify you and our obligations under the Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, We will arrange a new delivery date with you after the Event Outside Our Control is over.

16. INTELLECTUAL PROPERTY RIGHTS

All and any Intellectual Property Rights in the Products shall be owned by us or our licensors. All such rights are reserved.

17. OTHER IMPORTANT TERMS

1. Nothing in these terms and conditions shall affect your rights as a consumer under the applicable law in the jurisdiction in which you are resident.
2. If We have to contact you, We will do so by in writing or telephone, using the contact details you provided to us in your order, unless you have asked us to contact you by any other means. When We refer in these terms and conditions to “in writing”, this includes e-mail.
3. We may change these terms and conditions from time to time. The terms and conditions that apply to your Contract will be those that are displayed on our site when you place your order.
4. By placing an order, you agree that We may transfer our rights and obligations under the Contract to another organisation and you give us a permission to do so. We will tell you in writing if this happens and We will ensure that the transfer will not affect your rights under the Contract.
5. You may only transfer your rights or your obligations under these Terms to another person if We agree in writing.
6. The Contract is between you and us. No other person shall have any rights to enforce any of its terms.
7. Each of the paragraphs of these terms and conditions operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
8. If We fail to insist that you perform any of your obligations under these terms and conditions, or if We do not enforce our rights against you, or if We delay in doing so, that will not mean that We have waived our rights against you and will not mean that you do not have to comply with those obligations. If We do waive a default by you, We will only do so in writing, and that will not mean that We will automatically waive any later default by you.
9. Please note that these terms and conditions are governed by Australian law. If you are a consumer, this means a Contract for the purchase of Products and any dispute or claim arising out of or in connection with it will be governed by Australian law, except that if you are not resident in Australia then Australian law shall apply only to the extent that it does not override any mandatory laws of the country in which you have your usual place of residence.
10. In respect of any dispute or claim relating to a Contract, if you are a consumer you and We both submit to the non-exclusive jurisdiction of the courts of Australia, but nothing in this clause shall limit your legal rights to bring actions against us or to require proceedings to take place in the country in which you have your usual place of residence. If you are not a consumer, you and We both submit to the exclusive jurisdiction of the courts of Australia.

18. AFTER-SALES SERVICE

1. Questions, comments or requests regarding these terms and conditions or our Products should be addressed to customerservices@karenmillen.com.
2. If you have any complaints these should be addressed in writing to Karen Millen by email to customerservices@karenmillen.com or by post, Karen Millen, PO Box 553, BURNLEY, BB11 9GD.
3. If you are not satisfied with how We have handled any complaint, you may wish to request that the complaint be referred for alternative dispute resolution (where an independent body considers the facts of the dispute and seeks to resolve it without you having to go to court). Disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform, which can be found here.

19. PROMOTION TERMS AND CONDITIONS

Official Karen Millen promotion codes entitle you to an offer on your online order from www.karenmillen.com. To utilise your promotion code, click the "redeem a promotion code" button on the order summary page and enter the specific code. Please note, promotion codes can only be used once per transaction and cannot be used in conjunction with any other promotion or offer. Promotion codes are territory specific, remain our property, are not transferable and are not valid for the purchase of gift cards or gift vouchers. There is no cash alternative. Promotion codes and related offers are not open to employees of Karen Millen and we reserve the right to withdraw them and refuse or restrict any order at any time. Promotion codes are only valid on www.karenmillen.com for payments made by residents of the United Kingdom and Ireland in Sterling, where enabled, Euros, US or Australian dollars. Payment by Euros, US or Australian dollars can be enabled by selecting the appropriate flag in the dropdown currency selection menu in the top right-hand corner on the homepage.

20. GIFT VOUCHERS TERMS AND CONDITIONS

1. Gift certificates are not currently available for purchase, if you have an existing gift certificate this can still be redeemed onsite by entering the voucher that was sent to you via email at checkout.
2. You cannot purchase an Online Gift Certificate with another Gift Certificate
3. If the amount of your Online Gift Certificate(s) does NOT cover the total order amount, you will need to pay the remainder of the purchase.
4. If the amount of your Online Gift Certificate(s) is for MORE than the total order amount, the balance will be stored with your Karen Millen account for your next purchase using the same Gift Certificate code.
5. If you have any additional questions, please contact our Customer Service team.
6. Online Gift Certificates are non-transferable, non-refundable and are not redeemable for cash.
7. We cannot replace lost or stolen Online Gift Certificates.

Terms of Website Use

Last Modified: 04/04/2023

These terms of use are entered into by and between you and karenmillen.com UK Limited (“we,” “us,” or “our”).This document (the “Terms of Use”), together with the policies and terms referred to below, set out the rules for using www.karenmillen.com ("our site"), whether as a guest or a registered user. Use of our site includes accessing, browsing, shopping on or registering to use our site. Please read these Terms of Use carefully before you start to use our site. We recommend that you print and keep a copy of these Terms of Use for future reference. By using our site, you confirm that you accept these Terms of Use and that you agree to comply with them. If you do not agree to these Terms of Use, you must not use our site.

Information about us

www.karenmillen.com is a site operated by boohoo.com UK Limited.

We are a limited company registered in England and Wales under company number 05723154

Registered office at 49/51 Dale Street, Manchester, England M1 2HF.

Our UK VAT number is 185 4874 61.

Other applicable terms

Should you wish to purchase any goods shown or advertised on our site, the supply of those goods will be subject to the Terms and Conditions of Sale. Our Privacy Notice (which sets out the terms on which We process your personal data) and our Cookie Policy (which sets out information about the cookies on our site) will also apply to your use of our site.

Changes to these Terms of Use

We may revise these Terms of Use at any time by amending this page. All changes are effective immediately when we post them, and apply to all access to and use of our site thereafter. Every time you wish to use our site, please check these Terms of Use to ensure you understand the terms that apply at that time. Your continued use of our site following the posting of revised Terms of Use means that you accept and agree to the changes.

Access to our site

Our site is made available free of charge. We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. Access to our site is permitted on a temporary basis. We may suspend, withdraw, discontinue or change all or any part of our site at any time without notice. We will not be liable to you if for any reason all or part of our site is unavailable or interrupted at any time or for any period. You are responsible for making all arrangements necessary for you to have access to our site. You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these Terms of Use and other applicable terms and conditions, and that they comply with them..

Your account and password

You may access most areas of our site without registering your details with us, but certain areas of our site will only be open to you if you register with us. If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential and not disclose it to any third party. You agree that all information you provide to register with our site or otherwise, including, but not limited to, through the use of any interactive features on our site, is governed by our Privacy Notice, and you consent to all actions we take with respect to your information consistent with our Privacy Policy. We have the right to disable any user identification code, password or account at any time, if in our sole discretion you have failed to comply with any of the provisions of these Terms of Use.

If you know or suspect that anyone other than you knows your user identification code or password or any other piece of information provided as part of our security procedures, you must promptly notify us at customerservices@karenmillen.com.

Your use of our site

You may use our site only for lawful purposes and in accordance with these Terms of Use. You may not use our site:

• in any way that breaches any applicable local, national or international law, regulation or code of practice;
• in any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect;
• in any way that infringes any intellectual property right or right to privacy; and/or
• to transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation to any person.

You also agree not to reproduce, duplicate, copy or re-sell any part of our site in contravention of these Terms of Use. Breach of any of these conditions of use of our site constitutes a material breach of these Terms of Use.

Interactive services

On the website, we make available products that are sold to you by us or, alternatively, by a third party retailer (a “Concessionaire Brand”). We may from time to time provide interactive services to you on our site if a product is sold by us or a Concessionaire Brand. For example, We may allow you to leave reviews of our products (subject to our content standards set out below). Use of any of our interactive services by a minor is subject to the consent of their parent or guardian. By submitting any content (“User Content”) to our site or through our interactive services, you agree that We shall have a non-exclusive, perpetual, royalty-free, worldwide right and licence to use, reproduce, distribute and make available such content on our site and in our marketing materials. Any User Content you post to our site will be considered non-confidential and non-proprietary

We may, from time to time, if we consider it appropriate, moderate any content that you provide through the interactive service provided on our site. However, we are under no obligation to do so. Moderation may be carried out automatically and/or manually, by us or by a third party on our behalf. Any content posted on our site by users through any interactive service does not necessarily reflect the opinions, views, values or ideals of DBZ Marketplace Online Limited or our personnel. We are not responsible, or liable to you or any third party, for the content or accuracy of any User Content provided by any third parties.

We also expressly exclude our liability for any loss or damage arising from the use of any interactive service by a user in contravention of these Terms of Use, whether the service is moderated or not. If you wish to complain about information or materials uploaded to our site by other users please contact us on customerservices@karenmillen.com..

Content standards

You must ensure that any and all information and material which you post to our site (“User Content”) and use of any interactive services associated with it complies with following standards. User Content must be accurate (where it states facts), be genuinely held (where it states opinions) and comply with applicable law in the UK and in any country from which it is posted. Product reviews will only be accepted from genuine, verified purchasers in the correct language for the relevant website and will not be accepted from our employees. You are solely responsible for securing and backing up your content. User Content must not:

• contain any material which is defamatory of any person, obscene, offensive, hateful, malicious or inflammatory or which promotes violence or discrimination based on race, sex, religion, nationality, disability, sexual orientation or age;
• infringe any intellectual property right of any other person;
• be made in breach of any legal duty owed to a third party, such as a contractual duty or a duty of confidence;
• be threatening, abusive or invade another’s privacy, or cause annoyance, inconvenience or needless anxiety or be likely to harass, upset, embarrass, alarm or annoy any other person;
• disclose the name, address, telephone, mobile or fax number, e-mail address or any other personal data in respect of any other person. In the case of product reviews, you may include your first name and location in your review, but should not include any other personal information;
• be likely to deceive any person or be used to impersonate any person, or to misrepresent your identity or affiliation with any person;
• give the impression that it emanates from us, if this is not the case;
• advocate, promote or assist any illegal activity or unlawful act; or
• contain any advertising or promote any goods or services or links to other websites. We will determine, in our discretion, whether there has been a breach of these content standards through your use of our site. When a breach of these content standards has occurred, we may take such action as we deem appropriate and reserve the right to reject publication of any such User Content or delete such User Content from our site.

If we reject or remove a product review or any User Content, we may send it back to you with an explanation of why it has been rejected and we may give you the opportunity to edit and resubmit your review, but we are not obliged to publish any review or User Content. Failure to comply with these content standards constitutes a material breach of these Terms of Use. You will be responsible and will compensate us for any loss or damage we suffer as a result of you breaching these content standards.

Viruses, hacking and other offences

We do not guarantee that our site will be secure or free from bugs or viruses.

You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software.

You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and We will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.

Intellectual property rights

All intellectual property rights in our site, its entire content, features, and functionality (including but not limited to all information, software, text, displays, images, video, audio, and the design, selection, and arrangement thereof) are owned by us and our licensors. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

These Terms of Use permit you to use our site for your personal, non-commercial use only. You must not reproduce, distribute, modify, create derivative works of, publicly display, publicly perform, republish, download, store, or transmit any of the material on our site, except as provided in these Terms of Use. You may print off one copy, and may download extracts, of any page(s) from our site for your personal use and you may draw the attention of others within your organisation to content posted on our site. You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text. Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged. You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors. If you print off, copy or download any part of our site in breach of these Terms of Use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

Our trade marks are registered

The word “Karen Millen” and the logos incorporating this word and/or our other logos displayed on our site are trade marks of DBZ Marketplace Online Limited (or its licensors). You are not permitted to use these trade marks without our approval, unless they are part of any material you are using as permitted above. All other names, logos, products and service names, designs, and slogans on our site are the trade marks of their respective owners.

Changes to our site

We may update our site from time to time, and may change the content at any time. However, please note that any of the content on our site may be out of date at any given time, and We are under no obligation to update it. We do not guarantee that our site, or any content on it, will be free from errors or omissions.

No reliance on information

The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely and any reliance you place on such information is at your own risk. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site. Although We make reasonable efforts to update the information on our site, We make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up-to-date.

Limitation of our liability in respect of your use of our site

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation. Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any products to you, which are set out in the Terms and Conditions of Sale which can be found here.

If you are a business user you must obtain our prior written consent to purchase products from our site, and:

• We exclude all implied conditions, warranties, representations or other terms that may apply to our site or any content on it;
• We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with use of or inability to use our site, or use of or reliance on any content displayed on our site; and
• We will not be liable for:
• loss of profits, sales, business, or revenue;
• business interruption;
• loss of anticipated savings;
• loss of business opportunity, goodwill or reputation;
• waste of management or office time;
• any indirect or consequential loss or damage.

If you are a consumer user, please note that We only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and We have no liability to you for any loss of any business of yours (including but not limited to the types of loss and damage excluded in respect of business users set out in the paragraph above).

The security of communications sent over the internet (including by e-mail) is subject to many factors outside of our control. We do not guarantee the security or confidentiality of any electronic communications. We shall have no liability for your inability to connect to or to access our site which may result from any faults, errors or problems relating to your PC hardware, software, network or security, or your internet service provider or any other similar problem. We assume no responsibility for the content of websites linked on our site. Such links should not be interpreted as endorsement by us of those linked websites. We have no control over those websites and will not be liable for any loss or damage that may arise from your use of them. ㅤ

Our rights

If We determine, in our discretion, that there has been a breach of these Terms of Use, We may take such action as We deem appropriate, which may include issuing a warning to you, withdrawing your right to use our site, taking legal proceedings against you and/or disclosing such information to law enforcement authorities as We reasonably feel is necessary. ㅤ

Linking to our site

You may link pages of our site to your personal social media accounts where social media sharing plug-ins are available on our site, however we may withdraw such permission at any time and you agree to remove any link where we request that you do so. Any other linking to our site is prohibited without our prior written consent. You must not establish a link to our site:

• in a way that is not fair or legal or which damages our reputation or takes advantage of it;
• in such a way as to suggest any form of association, approval or endorsement on our part where none exists;
• on a website that is not owned by you; or
• in any website that includes unlawful or fraudulent content, has any unlawful or fraudulent purpose or effect or breaches the content standards set out above.

You must not frame our site on any other site or create a link to any part of our site other than the home page without our prior written consent. We reserve the right to withdraw linking permission without notice.

If you wish to make any use of content on our site other than permitted in these Terms of Use, please email us.

Third party links and resources in our site

Where our site contains links to other sites and resources provided by third parties (including where our social media sharing plug-ins include links to third party sites), these links are provided for your information only. Such links should not be interpreted as endorsement by us of those linked websites or any information or products contained on them. We have no control over the contents of those websites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.

We may transfer this agreement to someone else

We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

Termination

We reserve the right in our sole discretion, to restrict, suspend, or terminate your use or access to any of our site and/or discontinue any portion, feature, or content of our site or this Terms of Use at any time and for any reason without prior notice or liability. When reasonably feasible in our sole discretion, we will make reasonable efforts to provide notice of significant changes to our site. All provisions of the Terms of Use as to limitation and disclaimer of warranties, limitation of liability, boohoo’s ownership rights and your representations and indemnities shall survive termination.

Waiver and Severability

No waiver by boohoo of any term or condition set out in these Terms of Use shall be deemed a further or continuing waiver of such term or condition or a waiver of any other term or condition, and any failure of boohoo to assert a right or provision under these Terms of Use shall not constitute a waiver of such right or provision.

If any provision of these Terms of Use is held by a court or other tribunal of competent jurisdiction to be invalid, illegal, or unenforceable for any reason, such provision shall be eliminated or limited to the minimum extent such that the remaining provisions of the Terms of Use will continue in full force and effect.

Entire Agreement

The Terms of Use, our Privacy Policy, any documents they incorporate by reference, and any additional terms you agree to in connection with our site constitute the sole and entire agreement between you and boohoo regarding our site and supersede all prior and contemporaneous understandings, agreements, representations, and warranties, both written and oral, regarding our site.

Applicable law

Please note that these Terms of Use or any dispute or claim arising out of or in connection with them or use of our site (whether or not contractual) shall be governed by English law. If you are a consumer, your use of our site will be governed by English law, except that if you are not resident in England then English law shall apply only to the extent that it does not override any mandatory laws of the country in which you have your usual place of residence. If you are a consumer, you and We both agree that the courts of England and Wales shall have non-exclusive jurisdiction over any dispute or claim arising from, or related to, these Terms of Use or use of our site (including non-contractual disputes or claims), save that nothing shall limit your legal rights to bring actions against us or to require proceedings to take place in the place of your residence. If you are a business or are using our site for business purposes, you and We both irrevocably submit to the exclusive jurisdiction of the courts of England and Wales.

Contact us

If you wish to contact us in respect of our site, please contact us at customerservices@karenmillen.com.

Thank you for visiting our site.

1. Our Return Policy

If you are a customer in the European Economic Area (EEA), you get 14 calendar days to cancel your order because you have changed your mind. This two week cancellation period starts from the day you have received all of the items in your order. Find out how to return your item(s) at number 4.

If you receive faulty goods, you may also have a right to return these goods and to ask us to repair or replace them or get a refund.

Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.

The process for returning your Products is dependent on whether the individual item was supplied by Karen Millen or by the Concession Brand. In order to check if your individual item is from a Concession Brand, please check on your order confirmation before returning the Products in line with our Returns Policy.

2. Faulty Goods

Please return your item(s) to us within 28 days after finding the fault, and remember to get in touch before returning. You can do this by going to our Customer Care Hub here and go to the 'Contact Us' section and a member of our team will look into it.

Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund.

For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, and swimwear or lingerie if the seal has been broken or is no longer in place.

3. Cancelling A Contract Under The Consumer Contracts Regulations

If you’re a customer in the EEA, you get 14 days to cancel your contract with us.

This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation.

Email us: customerservices@karenmillen.com

Write to us via post: Karen Millen, PO Box 553, Burnley, BB11 9GD

If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us, see how to do this below. You'll then receive a full refund as per the policy above.

Please note, we cannot offer refunds on cosmetics and pierced jewellery or on swimwear and lingerie if the hygiene seal is not in place or has been broken.

All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.

4. How To Return An Item And How Much Does It Cost?

For International returns, your return charge will be deducted from your refund, you can find out the postage price in the portal or you will be asked to download a returns label and pay for postage at your local post office. Please use a trackable service and keep your proof of postage receipt until after your refund is processed.

To make a return please visit our returns page here

5. How long does it take to process my return?

Once you make your return and its received by us, we will get to work on processing your return as soon as we can and issue any refunds due to you back to your original payment method.

If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued.

We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

If you are not happy with your refund, and you wish to dispute this, you must do so within 28 days of receiving your refund. Please get in touch here

6. Can I have an exchange instead of a refund?

Unfortunately we don’t offer exchanges. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

PRIVACY NOTICE

Here at KarenMillen.com Ltd (‘Karen Millen’) we are committed to protecting and respecting the privacy of your personal data. This privacy notice explains how your data is collected, used, transferred and disclosed by Karen Millen. It applies to data collected when you use our websites, iOS and android applications, when you interact with us through social media, email, or phone, or when you participate in our competitions or events. It also applies to the extent that someone has nominated you through our "refer a friend" function or purchased an e-gift card on your behalf. It covers:

• The personal data we collect
• How we collect your data
• How we use your data
• Marketing preferences, adverts and cookies
• Links to other websites and third parties
• How we share your data
• Your rights
• Changes to this privacy notice
• How to contact us

Who is Karen Millen

Karen Millen is a leading online fashion retail company. We design, source, market and sell clothing, shoes and accessories.

KarenMillen.com Ltd, of 49-51 Dale Street, Manchester M1 2HF (collectively referred to as “Karen Millen”, “we”, “us” and “our” in this privacy notice) is the controller and responsible for your personal data collected through the www.karenmillen.com website (the “website”) and Karen Millen app (the “app”).

Details of our Data Protection Officer responsible for overseeing questions in relation to this privacy notice, and our details are set out in the “How to Contact Us” section at the end of this notice.

Karen Millen is part of the Boohoo Group (“Group”) and, as part of the Group, is affiliated with a number of brands, including Warehouse, Debenhams, Oasis, Coast, Dorothy Perkins, Debenhams, Burton, Wallis, Boohoo, boohooMAN, Prettylittlething and Nasty Gal. In this privacy notice, such brands together with any other brand which is acquired into the Group shall be referred to as the “affiliated group companies”.

Our commitment to you

We take the protection of your personal data seriously and will process your personal data fairly, lawfully and transparently. This privacy notice describes the personal data we are collecting about you and how it is used.

We will only collect and use your personal data for the following purposes, to:

• fulfil your order(s)
• communicate with you following a "refer a friend" nomination
• keep you up to date with the latest offers and trends
• give you a better shopping experience
• help us to make our marketing more relevant to you and your interests
• improve our services
• meet our legal responsibilities

How we keep your data safe and secure

We have appropriate organisational safeguards and security measures in place to protect your data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed.

The communication between your browser and our website uses a secure encrypted connection wherever your personal data is involved.

We require any third party who is contracted to process your personal data on our behalf to have security measures in place to protect your data and to treat such data in accordance with the law.

In the unfortunate event of a personal data breach, we will notify you and any applicable regulator when we are legally required to do so.

The personal data we collect

Personal data means any information about an individual from which that person can be identified. It does not include anonymised data, where the identity and identifying information has been removed.

While our website is designed for a general audience, we will not knowingly collect any data from children under the age of 13 or sell products to children. If you are under the age of 13, you are not permitted to use or submit your data to the website.

The following groups of personal data are collected:

• Identity Data includes information such as: first name, last name, title, date of birth (optional), occupation, personal description, photo and gender.
• Contact Data includes information such as: email address, billing address, delivery address, location, country, telephone number, loyalty programme membership number, and social media id (if you log in by social media).
• Financial Data includes information such as: payment card details and bank account.
• Transaction Data includes information such as: details of your purchases and the fulfilment of your orders (such as basket number, order number, subtotal, title, currency, discounts, shipping, number of items, product number, single item price, category, tax etc.); payments to and from you and details of other products and services you have obtained from us, correspondence or communications with you in respect of your orders, and details of any rewards and bonuses awarded.
• Technical Data includes information such as: details of the device(s) you use to access our services, your internet protocol (IP) address, login data, your username and password, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform.
• Profile Data includes information such as: purchases or orders made by you, product and style interests, preferences, feedback, and survey responses.
• Usage Data includes information such as: how and when you use our website/app, how you moved around it, what you searched for; website/app performance statistics, traffic, location, weblogs and other communication data; loyalty programme activities; and details of any other Karen Millen products and services used by you.
• Marketing and Communications Data includes information such as: your preferences in receiving marketing from us and our third parties and your communication preferences.

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.

How we collect your data

We may collect personal data about you in the following ways:

• Direct interactions – you may give us your Identity, Contact, Financial, Transaction, Profile, and Marketing and Communications data (as described above) by filling in forms, entering information online or by corresponding with us by post, phone, email, telephone or otherwise. This includes personal data you provide, for example, when you:

• Create an account or purchase products on our website;

• Subscribe to our newsletter, discussion boards, social media sites or create wish lists;

• Enter a competition;

• Join a Karen Millen loyalty programme;

• Complete a voluntary market research survey;

• Contact us with an enquiry or to report a problem (by phone, email, social media, or messaging service);

• Use the “refer a friend” function on our website; or

• When you log in to our website via social media.

• Automated technologies or interactions – as you interact with our website, we may automatically collect the following types of data (all as described above): Technical Data about your equipment, Usage Data about your browsing actions and patterns, and Contact Data where tasks carried out via our website remain uncompleted, such as incomplete orders or abandoned baskets. We collect this data by using cookies, server logs and other similar technologies. Please see our Cookie Policy for further details.

• Third parties – we may receive personal data about you from various third parties, including:

• Technical Data from third parties, including analytics providers such as Google. Please see further information in the section entitled ‘Marketing preferences, adverts and cookies’.

• Technical Data from affiliate networks through whom you have accessed our website;

• Identity and Contact Data from social media platforms when you log in to our website using such social media platforms;

• Identity and Contact data from third parties, including organisations (including law enforcement agencies), associations and groups, who share data for the purposes of fraud prevention and detection and credit risk reduction; and

• Contact, Financial and Transaction Data from providers of technical, payment and delivery services.

• As part of the administration of Coast Fashions Limited and Karen Millen Retail Limited (together “the Companies”) on 6 August 2019 and the acquisition of the online businesses of the Companies, personal information which was held by the Companies relating to their customers and visitors was transferred to KarenMillen.com Limited. Any personal data which was transferred to KarenMillen.com Limited will be used, transferred and disclosed by KarenMillen.com Limited in accordance with the terms of this privacy notice. If you have any questions or concerns in relation to your personal information which may have been transferred as a result of this administration and acquisition, please contact DPO@karenmillen.com

How we use your data

The legal basis for processing your personal data

We will only collect and process your personal data where we have a legal basis to do so. As a data controller, the legal basis for our collection and use of your personal data varies depending on the manner and purpose for which we collected it.

We will only collect personal data from you when:

• we have your consent to do so, or
• we need your personal data to perform a contract with you. For example, to process a payment from you, fulfil your order or provide customer support connected with an order, or
• the processing is in our legitimate interests and not overridden by your rights, or
• we have a legal obligation to collect or disclose personal data from you.

Uses made of your personal data

Your personal data is used by Karen Millen to support a range of different activities. These are listed in the table below together with the types of data used and the legal bases we rely on when processing them, including where appropriate, our legitimate interests. Please be aware that we may process your personal data using more than one lawful basis, depending on the specific activity involved. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If we wish to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so. We may process personal data without your consent, in compliance with the above rules, where this is required or permitted by law.

If you have any questions about how Karen Millen use any of your personal data, please contact our Data Protection Officer at DPO@karenmillen.com.

How long we keep your data for

We will keep your personal data for no longer than is necessary for the purpose(s) it was provided for and to meet our legal obligations. Further details of the periods for which we retain data are available on request.

Marketing preferences, adverts and cookies

Marketing - your preferences

We may send you marketing communications and promotional offers:

• if you have opened an account with us or purchased goods from us, or registered for a promotion or event, and you have not opted out of receiving that marketing;
• by email if you have signed up for email newsletters;
• if you have provided us with your details when you entered a competition and you have consented to receiving such marketing (in accordance with your preferences, as explained below).

We may use your Identity, Contact, Technical, Transactional, Usage, Profile Data and Marketing and Communications Data to form a view on what we think you may like, or what may be of interest to you, and to send you details of products and offers which may be relevant for you.

We may check your details with appropriate third parties (for example credit reference agencies, such as Experian) before we send you promotions for financial services products. This is to ensure your information is accurate, that the product is suitable for you, and to tailor those offers to you.

From time to time we may also include with your order, inserts advertising goods, services or offers from other third-party companies that you may be interested in.

You will always have full control of your marketing preferences. If you do not wish to continue receiving marketing information from us or any of our affiliated group companies (or any third party, if applicable) at any time:

• you can unsubscribe or ‘opt-out’ by using the unsubscribe button and following the link included in the footer of any marketing email; or
• You may also unsubscribe by contacting customer services at customerservices@karenmillen.com and confirming to them your preferences to opt-out.

We will process all opt-out requests as soon as possible, but please note that due to the nature of our IT systems and servers it may take a few days for any opt-out request to be implemented.

Cookies

Our website uses cookies to distinguish you from other users of our website and to keep track of your visits. They help us to provide you with the very best experience when you browse our website and to make improvements to our website. They also help us and our advertising networks to make advertising relevant to you and your interests.

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of our website may become inaccessible or not function properly.

For detailed information on the cookies which we and our third-party providers use and the reasons why we use them, please refer to our Cookie Policy.

Online ads

We use online advertising to keep you aware of what we’re up to and to help you find our products. Like many companies, we may target Debenhams banners and ads to you when you use other websites and apps, based on your Contact, Technical, Usage and Profile Data. We do this using a variety of digital marketing networks and ad exchanges, and a range of advertising technologies such as web beacons, pixels, ad tags, cookies, and mobile identifiers, as well as specific services offered by some sites and social networks, such as Facebook’s Custom Audience Service.

Our use of analytics and targeted advertising tools

We use a range of analytics and targeted advertising tools to display relevant website content on our website and online advertisements on other websites and apps (as described above) to you, deliver relevant content to you in marketing communications (where applicable), and to measure the effectiveness of the advertising provided. For example, we use tools such as Google Analytics to analyse Google's interest-based advertising data and/or third-party audience data (such as age, marital status, life event, gender and interests) to target and improve our marketing campaigns, marketing strategies and website content. We may also use tools provided by other third parties, such as Facebook, Content Square, Adroll, Bloomreach, Criteo and Bing to perform similar tasks, using your Contact, Technical, Usage and Profile Data.

In order to opt out of targeted advertising you need to disable your ‘cookies’ in your browser settings (see Cookie Policy for details) or opt-out of the relevant third-party Ad Settings. For example, you can opt-out of the Google Display Advertising Features. As an added privacy measure, you can also use the The Digital Advertising Alliance (which includes companies such as Google, Bloomreach and Facebook) provides a tool called WebChoices that can perform a quick scan of your computer or mobile devices, find out which participating companies have enabled customised ads for your browser, and adjust your browser preferences accordingly.

If you would like any further information about the data collected by these third parties or the way in which the data is used, please contact us.

Links to other websites and third parties

Our website may include links to and from the websites of our partner networks, Concessionaire Brands, advertisers and affiliates, or to social media platforms. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to their websites.

How we share your data

We may disclose and share your personal data with the parties set out below:

• where you have consented for us to do so. For example, if you have consented to receive marketing materials from third parties, or in respect of third parties’ (including co-branded or jointly promoted) products and services, we may pass your data on to the relevant third parties for the purpose of sending you such marketing communications;
• to business partners, suppliers, sub-contractors and other third parties that we use in connection with the running of our business for the purposes set out in the table above in the section ‘How we use your data’, such as:
• to Concessionaire Brands, who require your personal data in order to perform their contract with you if you purchase their products on our website (as set out in the ‘How we use your data’ section above). When you purchase Concessionaire Brand products from our website, we only transmit to the relevant Concessionaire Brand the personal data they require in order to fulfil their contract to you. Please note that the Concessionaire Brands have their own privacy policies and we do not accept any responsibility or liability for these policies nor their data processing practices;
• third party service providers that we engage to provide IT systems and software, and to host our website;
• third party payment processing services (including Ayden), and in some regions, Klarna please see T&C’s here to process your payment to us. Debenhams does not store your payment information. Your payment details are provided to the payment processing service you have selected, who are required to comply with applicable regulations and data protection laws. Please refer to the privacy policy of the relevant provider for details of how they process your personal data;
• third party service providers that we engage to deliver goods you have ordered and to manage any returns;
• third party service providers that we engage to send emails and postal mail on our behalf including in relation to incomplete orders or abandoned baskets, or marketing communications, to provide data cleansing services and to provide marketing and advertising services;
• analytics and search engine providers that assist us in the improvement and optimisation of our website;
• affiliate networks through whom you have accessed our website;
• to any third party to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice.
• to protect our customers, Debenhams group companies and website from fraud and theft, we may share personal data that is required to make identity checks and personal data that we obtain from making identity checks (including data relating to your age, name and location), together with account information, with other Debenhams group companies and with third party organisations (including law enforcement agencies), involved in fraud prevention and detection and credit risk reduction. Please note that the other Debenhams group companies and these third parties may retain a record of the information that we provide to them for this purpose;
• we may share your personal data with Ravelin and/or Risk Guardian and/or other fraud prevention and analysis service providers, in order to carry out fraud prevention checks on our behalf. If personal data is provided to Ravelin, Ravelin will also use this personal data to improve its service and machine learning to improve its automated processing. A copy of Ravelin's privacy notice can be found here explains how Ravelin will use your personal data for these purposes;
• we may further share personal data that is required to make identity checks and personal data that we obtain from making identity checks (including data relating to your age, name and location), together with account information, with organisations (including law enforcement agencies), involved in fraud prevention and detection and credit risk reduction. Please note that these third parties may retain a record of the information that we provide to them for this purpose;
• if we are under a duty to disclose or share your personal data in order to comply with any legal obligation; or
• to our professional advisers including lawyers, bankers, auditors and insurers who provide consultancy, banking, legal, insurance and accounting services.

Adyen

Adyen are the data controller in respect of the Personal Information that you give to them (and which they hold about you) when you sign up for, access, or use services, features, technologies or functions offered on the Adyen website (including when using Adyen to pay for goods or services offered on the Debenhams website) and in relation to Personal Information collected during the course of business as set out in their Privacy Policy which can be found on their website here

Your data and countries outside of the UK

The personal data we collect from you may be transferred to, and stored at, destinations outside the UK using legally-provided mechanisms to lawfully transfer data across borders. It may also be processed by staff operating outside the UK who work for us or for one of our suppliers. Such staff may be engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of support services. We will take all steps necessary to ensure that your data is treated securely and in accordance with this privacy notice.

Whenever we transfer personal data outside the UK, we will ensure a similar degree of protection is afforded to it by ensuring appropriate safeguards, as required by law, are in place. We will be able to transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data. More information can be found here. Otherwise, we may use specific contractual clauses approved for use in the UK which give personal data the same protection as it has in in the UK. More information about this is available here.

Please contact us if you want further information on the countries to which we may transfer personal data and the specific mechanism used by us when transferring your personal data outside the UK.

Your Rights

You have several rights under the data privacy legislation. This includes, under certain circumstances, the right to:

• request access to your personal data
• request correction of your personal data
• request erasure of your personal data
• request restriction of processing of your personal data
• request the transfer of your personal data
• object to processing of your personal data
• request human intervention for automated decision making
• withdraw your consent to process your personal data

Brief details of each of these rights are set out below. If you wish to exercise any of these rights, please email us at DPO@karenmillen.com.

Request access to your personal data

You have the right to obtain a copy of the personal data we hold about you and certain information relating to our processing of your personal data.

Request correction of your personal data

You are entitled to have your personal data corrected if it is inaccurate or incomplete. You can update your personal data at any time by logging into your account and updating your details directly, or by emailing us at DPO@karenmillen.com. In certain circumstances we may need to verify the accuracy of the new data you provide to ㅤ

Request erasure of your personal data

This enables you to request that Debenhams delete your personal data, where there is no good reason for us continuing to process it. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.

Request restriction of processing of your personal data

You have a right to ask Debenhams to suspend the processing of your personal data in certain scenarios, for example if you want us to establish the accuracy of the data, or you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it. Where processing is restricted, we are allowed to retain sufficient information about you to ensure that the restriction is respected in future.

Request the transfer of your personal data

You have the right to obtain a digital copy of your personal data or request the transfer of your personal data to another company. Please note though that this right only applies to automated data which you initially provided consent for us to use or where we used the data to perform a contract with you.

Object to processing of your personal data

You have the right to object to the processing of your personal data where we believe we have a legitimate interest in processing it (as explained above). You also have the right to object to our processing of your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your data which override your rights and freedoms.

Request human intervention for automated decision making and profiling

You have the right to request human intervention where we are carrying out automated decision making when processing your personal data. This form of processing is permitted where it is necessary as part of our contract with you, providing that appropriate safeguards are in place or your explicit consent has been obtained.

Withdrawal of consent

You have the right to withdraw previously given consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

We will try to respond to all legitimate requests within one month. Occasionally, it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated. We may need to request specific information from you to help us confirm your identity and ensure your right to exercise any of the above rights. This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed-up our response.

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances.

Right to lodge a complaint

If you have any concerns or complaints regarding the way in which we process your data, please email us directly at DPO@karenmillen.com. You also have the right to make a complaint to the Information Commissioner’s Office (ICO), the data protection regulator in the UK www.ico.org.uk. We would, however, appreciate the chance to deal with your concerns before you approach the ICO, so please do contact us in the first instance

Changes to this privacy notice

From time to time we may change this privacy notice. If there are any significant changes we will post updates on our website, applications or let you know by email.

How to contact us

We welcome feedback and are happy to answer any questions you may have about your data.

Please send any questions, comments or requests for more information to our nominated representative and Data Protection Officer Keri Devine, who can be contacted at customerservices@karenmillen.com

This privacy notice was last updated on 11 June 2025 (Version v1.5)

KarenMillen.com Limited,

Registered Company Number: 12054246,

UK VAT Number: 185 4874 61.