You now have the option to choose store credit instead of cash for your returns. Just use the returns portal as usual and select “store credit” as a method of return. Customers who choose store credit will experience a quicker refund process. Sorry, but this option is not available got goods that are faulty and you must contact customer service as usual to return these items.

Important information about your credit refund

Any customers who opt for credit return will receive 10% extra on their refund price. The cost of your returns amount will be deducted from the full amount of your refund. Please note that your store credit will only be valid for a period of 90 days after you receive it.

Once you select to receive a credit refund you cannot alter this selection. If you are returning multiple items from one order, under separate returns, the choice you make for your first return will apply to all other returns from the same order regardless of when you return this. For example, if you select “credit return” for the first item from this order, you will receive credit on all additional returns you make from this order.

We are sorry but any customers who made their purchase using store credit or a gift card will not receive the 10% extra on their refund price.

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.

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.

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 – just fill out this form where you’ll also find details on how to return your item(s).

There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:

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.