FREE EXTENDED CHRISTMAS RETURNS

We've extended our returns for the festive period. All orders placed from 2nd December 2019 until 24th December 2019 can be returned up until the 31st January 2020. Subject to our returns policy.

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  • Top 5 Frequently Asked Questions
      • Delivery
      • Returns
      • Where is my order?
        Track your order here

        Enter your order number. Pssst...It's on your order confirmation or dispatch email

        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'.

      • Why is my order late?

        Double check the delivery option you selected to confirm the day it should arrive. You can check delivery timescales here. If it's after 9pm on the expected delivery date then it’s late. Your delivery date has to have passed for us to be able to investigate the whereabouts of your order. If your delivery date has passed, please contact here and have your order number ready.

      • Why was my order cancelled?

        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.

      • Can I cancel or edit my order?

        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.

      • I received a faulty item what do I do?

        We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section.

        To help us get this fixed for you as soon as possible, when you first contact us please include the following information;

          -Your name
        • -Order number
        • -Product name and code
        • -Picture of the fault
        • -Description of the fault

        (The product name and code can be found on your order confirmation email).

        If you contact us via the Contact Us form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

      • How do I return?
        FREE EXTENDED CHRISTMAS RETURNS

        We've extended our returns for the festive period. All orders placed from 2nd December 2019 until 24th December 2019 can be returned up until the 31st January 2020. Subject to our returns policy.

        Returns

        How do I return?

        UK RETURNS

        Option 1: FREE using our returns portal (print label at home)

          FREE, FAST, TRACKABLE returns!

          Good to know...

          You've got 30 days to send something back to us from the day you receive it.

          We've gone paperless! You'll no longer receive a delivery note in your parcel. Select your preferred return method and get your trackable returns label, just follow the easy steps below.

          We can't offer refunds on pierced jewellery and swimwear if the hygiene seal has been broken.

        • 1

          Repack your items.

        • 2

          Select your preferred return option.

        • 3

          Some carriers require you to print a label, see list below.

          Once you have processed your return in the portal you're ready to post it off! Make sure you keep proof of postage!

          • Returns are FREE
          • Print label at home
          • Take your parcel to any Post Office
          START A RETURN
          • Returns are FREE
          • Print label at home
          • Take your parcel to any Click & Collect
          START A RETURN
          • Returns are FREE
          • Print label at home
          • Take your parcel to any Hermes Parcel Shops
          START A RETURN
        • 4

          Keep an eye on your return tracking. You'll get an email once we get it back but if you've not heard anything in 14 days, give us a shout and we'll have a look for you.

        • Option 2: No printer? Print label in store.

          • Returns are FREE
          • Print label in store
          • This is a trackable service
          START A RETURN
          • Returns are FREE
          • Print label in store
          • This is a trackable service
          START A RETURN

          FRANCE RETURNS

        • Once you have processed your return in the portal you're ready to post it off! Make sure you keep proof of postage!

          • Returns are FREE
          • Print label at home
          • Take your parcel to any Mondial Relay store
          START A RETURN

        Returning from outside the UK?

        • If you are returning from outside the UK you will need to pay to make your return so please use a standard, trackable service and keep your proof of postage receipt until after your refund is processed.
          To download a new returns label, select your country from the drop down menu.

          Get Label
      • I don't have the invoice from my parcel, can I return?

        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

      • I am outside of the returns policy, can I return?

        You've got 30 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

      • I don't have the original packaging, can I return?

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

        Ready to Return? Click here

      • When will I receive my refund?

        A typical refund will take up to 21 days: 14 days to be returned and processed, with up to 7 days for it to make its way through the banking system.

        If you are using Royal Mail, Hermes or Collect+ the tracking will show it delivered to our nearest distribution centre. It can be up to 7 days from this point for item to be received into the warehouse, where it will be processed and refunded - you'll receive an email when this has happened. From then it'll take up to 7 days to show in your bank statement, this is dependent on your banks processing time.

        We’ll email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

        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.

        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.

         
  • Orders & Delivery
    • Where is my order?
      Track your order here

      Enter your order number. Pssst...It's on your order confirmation or dispatch email

      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'.

    • Delivery options & times
      KAREN MILLEN GOLD - Unlimited Next Day Delivery for £9.99


      Delivery option Delivery times Delivery cost
      UK Standard Delivery Up to 5 days. £3.99 per order
      UK Next Day Delivery Order before 10pm Monday to Friday or before 10pm on Sundays £5.99 per order
      Hermes Standard Parcel Collection Up to 5 days. Find out more £3.99 per order
      Hermes Next Day Parcel Collection Arriving in shop between 12pm and 5pm if ordered before 10pm Monday to Friday & Sundays or before 9.30pm Saturdays £5.99 per order
      Next Day 24/7 Locker Collection Collection next day if ordered before 6pm, Sunday to Friday only. Find out more £5.99 per order

      Please note: postcode restrictions apply, for more details click here.

    • Missing item(s) from my order?

      There's a chance that this was missed during the packing process; it could be coming in more than one parcel or it may have gone missing in transit. If your expected delivery date has passed, then please head over to our Contact Us section and we'll be able to help.

    • Why is my order late?

      Double check the delivery option you selected to confirm the day it should arrive. You can check delivery timescales here. If it's after 9pm on the expected delivery date then it’s late. Your delivery date has to have passed for us to be able to investigate the whereabouts of your order. If your delivery date has passed, please contact here and have your order number ready.

    • Why was my order cancelled?

      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.

    • Can I cancel or edit my order?

      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.

    • Can I exchange an order?

      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.

    • Item out of stock?

      Some items do reappear, so keep checking back. Our customer services team won't know if a product is coming back in or not, you'll see it on the site first.

    • My tracking is showing that my parcel is being returned to sender

      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'll 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 delivery address where you know someone will be able to receive the parcel or selecting an alternative delivery option at checkout e.g. time specific delivery or locker collection if offered in your delivery location.

    • I received a incorrect item, what do I do?

      We will get this fixed for you as soon possible - just head over to our Contact Us section.

      When you message, please include the following information:

      • - Your name
      • - Order number
      • - Product name and code of the item ordered
      • - Product name and code of the item received
      • - Picture of the incorrect item and a description of the incorrect item received

      You won’t be able to attach an image of the incorrect item just yet but make sure you have one ready for when you receive a reply from us. Please wait until you’ve spoken to our Customer Care team before you return anything to us so we can make sure we get the correct item to you as quickly as possible.

    • I received a faulty item, what do I do?

      We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section.

      To help us get this fixed for you as soon as possible, when you first contact us please include the following information;

        -Your name
      • -Order number
      • -Product name and code
      • -Picture of the fault
      • -Description of the fault

      (The product name and code can be found on your order confirmation email).

      If you contact us via the Contact Us form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

    • Will I be charged customs and imports duties?
  • Returns & Refunds
    • How do I return?
      FREE EXTENDED CHRISTMAS RETURNS

      We've extended our returns for the festive period. All orders placed from 2nd December 2019 until 24th December 2019 can be returned up until the 31st January 2020. Subject to our returns policy.

      Returns

      How do I return?

      UK RETURNS

      Option 1: FREE using our returns portal (print label at home)

        FREE, FAST, TRACKABLE returns!

        Good to know...

        You've got 30 days to send something back to us from the day you receive it.

        We've gone paperless! You'll no longer receive a delivery note in your parcel. Select your preferred return method and get your trackable returns label, just follow the easy steps below.

        We can't offer refunds on pierced jewellery and swimwear if the hygiene seal has been broken.

      • 1

        Repack your items.

      • 2

        Select your preferred return option.

      • 3

        Some carriers require you to print a label, see list below.

        Once you have processed your return in the portal you're ready to post it off! Make sure you keep proof of postage!

        • Returns are FREE
        • Print label at home
        • Take your parcel to any Post Office
        START A RETURN
        • Returns are FREE
        • Print label at home
        • Take your parcel to any Click & Collect
        START A RETURN
        • Returns are FREE
        • Print label at home
        • Take your parcel to any Hermes Parcel Shops
        START A RETURN
      • 4

        Keep an eye on your return tracking. You'll get an email once we get it back but if you've not heard anything in 14 days, give us a shout and we'll have a look for you.

      • Option 2: No printer? Print label in store.

        • Returns are FREE
        • Print label in store
        • This is a trackable service
        START A RETURN
        • Returns are FREE
        • Print label in store
        • This is a trackable service
        START A RETURN

        FRANCE RETURNS

      • Once you have processed your return in the portal you're ready to post it off! Make sure you keep proof of postage!

        • Returns are FREE
        • Print label at home
        • Take your parcel to any Mondial Relay store
        START A RETURN

      Returning from outside the UK?

      • If you are returning from outside the UK you will need to pay to make your return so please use a standard, trackable service and keep your proof of postage receipt until after your refund is processed.
        To download a new returns label, select your country from the drop down menu.

        Get Label
    • When will I receive my refund?

      A typical refund will take up to 21 days: 14 days to be returned and processed, with up to 7 days for it to make its way through the banking system.

      If you are using Royal Mail, Hermes or Collect+ the tracking will show it delivered to our nearest distribution centre. It can be up to 7 days from this point for item to be received into the warehouse, where it will be processed and refunded - you'll receive an email when this has happened. From then it'll take up to 7 days to show in your bank statement, this is dependent on your banks processing time.

      We’ll email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

      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.

      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.

       
    • How long do I have to return?

      You've got 30 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

    • I don't have the original packaging, can I return?

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

      Ready to Return? Click here

    • Can I return more than one order in the same parcel?

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

      Ready to Return? Click here

    • I can't see the refund on my bank statement

      Refunds may show up in a couple of places:

      1. Normally it shows on the day of refund confirmation by us (or up to 7 days after this date depending on your bank’s processing times) 2. If its not there, try looking back to the date when you bought the items – some banks now highlight the refund credit against the initial debit date (or up to 7 days after this date depending on your bank’s processing time)

      If you still can’t see it, give us a shout on the Contact Us Section.

       
    • Can I 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.

    • Returns exemptions

      We cannot offer refunds on pierced jewellery or on swimwear if the hygiene seal is not in place or has been broken.

      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.

    • Have you received my returned item(s)?

      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.

      On receiving your return the next step is for us to check the item(s). Once our checks are complete we’ll refund back to your payment method. The funds should appear on your bank statement in up to 7 working days (how long depends on your card issuer).

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

    • Do you refund the delivery charge?

      We'll refund your delivery charge if you return all of the items from the order and cancel your contract with us within 14 days for any countries within the EEA. You can cancel your contract here. If you decide to keep one of the items, you need to pay for delivery. We don't refund delivery charge for those countries listed outside of the EEA.

       
    • There wasn't a delivery note in my parcel, can I return?

      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

  • Payments & Promotions
    • Promotions & discounts

      If you have a promo code/discount please enter it at checkout - it can't be applied later.

      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.
    • How do I use a gift voucher?

      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 voucher are not currently available for purchase but will be back up and running soon.

    • How can I pay for my order?

      Payment options

      We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro, Electron, Discover and Diners. We also accept PayPal, 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. Discover & Diners payment methods do not apply on the app. 

      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.

    • Gift voucher not working

      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.

    • Payment issues

      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 or if via our App (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.

  • Products
    • Item out of stock?

      Some items do reappear, so keep checking back. Our customer services team won't know if a product is coming back in or not, you'll see it on the site first.

    • I received a incorrect item, what do I do?

      We will get this fixed for you as soon possible - just head over to our Contact Us section.

      When you message, please include the following information:

      • - Your name
      • - Order number
      • - Product name and code of the item ordered
      • - Product name and code of the item received
      • - Picture of the incorrect item and a description of the incorrect item received

      You won’t be able to attach an image of the incorrect item just yet but make sure you have one ready for when you receive a reply from us. Please wait until you’ve spoken to our Customer Care team before you return anything to us so we can make sure we get the correct item to you as quickly as possible.

    • I received a faulty item, what do I do?

      We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section.

      To help us get this fixed for you as soon as possible, when you first contact us please include the following information;

        -Your name
      • -Order number
      • -Product name and code
      • -Picture of the fault
      • -Description of the fault

      (The product name and code can be found on your order confirmation email).

      If you contact us via the Contact Us form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

    • Sizing

      Size Guide

      International Conversion

      IN CM

      SIZE XS S M L XS S M L
      UK 6 8 10 12 14 16
      EUROPE EUR 34 36 38 40 42 44
      USA/CANADACA 2 4 6 8 10 12
      AUS / NZ 6 8 10 12 14 16

      IN CM

      UK SIZE 6 8 10 12 14 16
      BUST
      WAIST
      HIPS

      how to measure

      1. Bust

        Measure under the arms at the fullest point around the bust horizontally.

      2. Bra

        Measure under the bust area.

      3. Waist

        Measure around the natural waistline.

      4. Hips

        With the feet together measure the fullest part.

      5. Inside Leg

        In bare feet take the measurement from the inside leg and measure down the inside leg to the floor.

      International Conversion

      UK 2 3 4 5 6 7 8
      EUROPE EUR 35 36 37 38 39 40 41
      USA/CANADACA 4 5 6 7 8 9 10
      AUS / NZ 4 5 6 7 8 9 10

      International Conversion

      Swimwear
      UK 6 8 10 12 14 16
      EUROPE EUR 34 36 38 40 42 44
      USA/CANADACA 2 4 6 8 10 12
      AUS / NZ 6 8 10 12 14 16
      bra
      UK 30c 32b 34b 36b 38b 40b
      EUROPE EUR 65c 70b 75b 80b 85b 90b
      USA/CANADACA 30c 32b 34b 36b 38b 40b
      AUS / NZ 8c 10b 12b 14b 16b 18b

      IN CM

      U/BUST BUST UK EUROPE EUR AUS/NZ USA/CA
      6 34 6 2
      8 36 8 4
      10 38 10 6
      12 40 12 8
      14 42 14 10
      16 44 16 12

      how to measure

      1. Under Bust

        (80% of your support) take a snug measurement around your body just under the bust on your rib cage.

      2. Bust

        (20% of your support) Measure your bust at its fullest point. The tape measure should be held more loosely than before.

      3. Size

        Match your bust and under bust to a dress size.

      Use the chart to first highlight your under bust measurement and then your bust to discover the correct dress size.

      What if I'm between sizes? For example if your under bust is 71cm and your bust is 90cm you will be between an 8 and a 10. with our simple returns process why not try both and use the checklist to decide the best fit for you?

  • Contact us

      Please include your order number when contacting us.

      WhatsApp Us WhatsApp Us

      (Sorry, we don't have a phone number)