FAQs

General question

If your question does not appear here, please click here to speak to a customer service representative.

We can often pass on specific instructions to the courier before the collection date. However, if the collection date is today then the driver will already be en-route so we would be unable to pass on this information.

The driver may call the contact number to assist with the collection. Unfortunately, not all drivers carry phones for health and safety reasons – as such a call is not guaranteed.

Unfortunately, our standard service collections are on an all-day basis and are not time specific.

We do offer 1 hour time windows with a few courier companies, however, who is our same day courier for services with collection and delivery in the UK. Alternatively, we offer Drop Off services, where you can pick up your item from a drop off point at your convenience.

Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive.

You’ll be able to get the latest updates on your order by clicking the tracking link in your shipping confirmation email. Alternatively, you can log into ‘My Account’ and click ‘Track This Order’.

Your tracking link will be able to provide up to date information on the status of your order.

If your estimated delivery date has passed and you haven’t received your order, just click here so we can help you further.

If you don’t need your parcel anymore then we can help you cancel your order and process your refund request.

After your payment is verified, it takes up to 24 hours to process and ship your order. This does not include weekends or holidays.

Please allow 2-3 working days for delivery in the UK.

If you have received an incorrect item please send it back to Incorrect Items sent, KAMI CLOTHING LTD – 56-58 Constitution Hill, Birmingham, England, B19 3JT. Please include your full name and order number. We will arrange for the correct item to be sent out to you as soon as possible. Please include the product name and size you – you require this will help our customer care team so we can get the correct piece out to you quickly

International FAQ's

We dispatch worldwide

If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please order again with a Paypal account. If you do not have Paypal, you can easily sign up at www.Paypal.com

INTERNATIONAL DELIVERY
All international orders are generally received in less than 6 days and are sent with DHL.

UK DELIVERY
All UK orders placed before 1pm (Monday to Friday) are processed for the next day delivery. Orders are shipped with DPD, which gives you the option to choose a 1-hour delivery window, so you don’t have to wait in all day.

Can’t find your returns note? Don’t worry, you can print a new one off from the attachments section on the right.

Just follow the instructions on the note, making sure you write down your order number. We’ll need these details to process your return. Once it’s all filled out, pop the note in your parcel with the items you are returning.

To find out more on how to return something to us, click here.

It can usually take up to 7 working days (excluding weekends and bank holidays) from the day after the date of your return, for your parcel to be delivered back to our warehouse and processed.

We’ll send you an email as soon as we’ve completed your return, letting you know whether a refund or exchange has been processed.

Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 10 working days in the UK, depending on your payment method issuer.

Returned within 29 to 45 days? A gift voucher will be issued instead. To find out more, click here.

If you’ve returned more than one order in the same parcel, please allow 24 hours for all your returns to be completed.

If your returns haven’t reached us after the returns time-frame, please get in touch using one of the contact options below so we can help you further.

K20 Jeans Returns Policy Update – What’s going on?

We’ve extended the time you get to make a return and get a refund from 28 days to 45 days (you’ll get a gift voucher as your refund if you return between 29 and 45 days)!

We’ve also added in a fair use change to the policy. We know the vast majority of you are awesome and loyal K20 Jeans customers but sadly, there are a few people who are spoiling the fun e.g. some people are ordering and returning loads (way, waaaaay) more than even the most loyal K20 Jeans customer would order and some are wearing their K20 Jeans purchases out and about, then returning them for a refund. By cutting down on wasteful and unnecessary returns by people taking advantage (not in a good way) of our returns offer (free in 24 countries and counting!), we can maintain our great prices and service, do our bit to help the environment and look into ways of making your K20 Jeans experience even better!

We get that some of the news headlines sound a bit scary, but if you read the policy, you’ll see this change is really unlikely to affect you.
So please don’t worry, we’ve got you – you can still buy more than one size or colour, and yes, you can totally make returns if you don’t like something or it doesn’t look or fit right. By the way, have you tried our online tools Fit Assistant and Style Match which are designed to help you find the right styles first time?

Just to add, we’ve always said that someone can’t buy and then wear clothes out and about and then send them back to get a refund – that’s not anything new – it’s just super cheeky!

Thanks for being an awesome K20 Jeans customer and read on for the full Returns Policy.

Returning a faulty or incorrect item?
If you’ve received an item which isn’t quite right click here for more information on faulty products, or click here for more information on incorrect items.

Returning an unwanted item?

We get it, sometimes something just doesn’t work for you and you want your money back. Don’t worry, as long as an item is still in its original condition, we accept returns for free, subject to the rules below. None of these rules affect your statutory rights.

If you return an item requesting a refund within 28 days of receiving it, we’ll give you a full refund by way of the original payment method.

If you return an item requesting a refund within 29 and 45 days of receiving it, we’ll give you an K20 Jeans gift voucher for the amount equivalent to the price you paid for the item. To find out more, click here.

We aim to refund you within 14 days of receiving the returned item.

If you request a refund for an item during the above time frames but you can’t return it to us for some reason, please get in touch – but any refund will be at our discretion.

After that?

We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

Proof of postage

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

Our returns address is: K20 Jeans, C/o: KAMI CLOTHING LTD
56-58 Constitution Hill, Birmingham, England, B19 3JT
Keep it clean

Some items can’t be returned, like earrings or items where a hygiene strip or seal has been removed (e.g., swimwear and underwear). Please check product descriptions before you order. If you want to return underwear, swimwear, makeup/Face + Body products or any items marked with a ‘+’ next to the product name, please do not remove the original wrapping/seal for hygiene reasons.

Original condition

Of course, it’s fine to try an item on like you would in a shop, but please don’t actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won’t be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.

All returned items should be sent in their original condition and packaging where possible, including tags (e.g., shoes should be returned with the original shoe box).

Responsibility

Returned items are your responsibility until they reach us, so make sure they’re packed up properly and can’t get damaged on the way!

We’re not responsible for any items that are returned to us by mistake (it happens!). If we’re able to locate the items (it’s not always possible) and you’d like these returned to you, we may ask you to cover the delivery cost.

Fair use

If we notice an unusual pattern of returns activity that doesn’t sit right: e.g. we suspect someone is actually wearing their purchases and then returning them or ordering and returning loads – way, waaay more than even the most loyal K20 Jeans customer would order – then we might have to deactivate the account and any associated accounts. If this happens to you and you think we’ve made a mistake, please get in touch with Customer Care and we’ll be happy to discuss it with you.

Want to exchange an item?

You can also exchange your item within 45 days, as long as the new item has the same product code as the original thing you ordered. If you want to exchange for a different colour, the price of both colours must be the same as the price at which you bought the original product.

You’ll know the new item has the same product code as your original, if the size or colour is available in the drop-down menu on the product page of the original piece you ordered.

We’ll send your replacement to the same delivery address on the same delivery method as your original order. To check or update your address details, log into My Account and click ‘edit’ below your Address Book (remember to click ‘Save’ when you’re done).

If the item is sold out in the size or colour you have chosen, a refund will be issued to your original payment method. Returned within 29 to 45 days? A gift voucher will be issued instead.

If you want a different item, the item you want is sold under a different product code, or the item you want is a different price to the price at which you bought the original, you’ll need to return the unwanted item for a refund and place a new order.

Need a new returns note?

No problem – print one off from the attachments section at the top right hand side of this page.

Need a new returns label?

If you need a new returns label, just click here to choose your returns method and print a new label.

Did you order from K20 Jeans Marketplace?

If so, please contact the seller directly for return address and instructions.

We’re really busy at the moment, so we’ve had to increase our UK Standard Delivery time-frame by 2 working days – click here for the latest delivery info.

You’ll be shown your estimated delivery date at the checkout. If you’ve already placed your order, you can check its progress using the link in your shipping confirmation email.

Can I have my order delivered to a BFPO address?
We now offer delivery to BFPO addresses on our UK Standard delivery service. To have your order delivered to a BFPO address, the delivery postcode will need to be in one of the following…

UK Standard Delivery Update
We’re really busy at the moment, so we’ve had to increase our UK Standard Delivery timeframe by 2 working days – click here for the latest delivery info. You’ll be shown your estimated…

What should I do if my order hasn’t been delivered yet?
Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive. You’ll be able to get the latest updates on your order by clicking the…

Can I choose a specific time or day for my delivery?
On our Precise Delivery service, you can choose a delivery day of your choice, up to 10 days in advance. Depending on your postcode, you’ll be presented with additional in-flight delivery…

Can I have my order delivered to my work address?
We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt…

Can I have my order delivered to a PO Box address?
We’re unable to deliver to PO Box addresses in the UK. We can deliver to your permanent residential address or your place of employment. If you choose to have your order delivered to you at work…

Can I have my parcel redirected to a different address?
For your security we aren’t able to change the address your order is being sent to. Don’t worry – if you’re not in when a delivery is attempted our delivery partner will leave a card…

Can I track the delivery of my order?
If your order has been sent to you using a trackable service, you can follow its journey to you. You’ll receive a shipping confirmation email from our warehouse once your order is on its way; simply…

What happens if I’m not in when my order arrives?
Someone needs to be in when your parcel is due to be delivered as we may need a signature. However, don’t worry if this isn’t possible as our delivery partner usually tries to deliver more…

How does your Next-Day Delivery service work to the Channel Islands?
Our Next-Day Delivery service is available to Jersey & Guernsey postcodes. It costs £5.95 or is free for Premier Delivery customers. Contents: -What are the basics? – Can I track my…

How does your UK DPD Pick-up delivery service work?
You can now collect your order from a DPD Pick-up point. DPD have 2,000 locations across the UK, with pick-up locations including Halfords, Sainsbury’s, Rowlands, and Numark. – What are the basics? -…

How does your K20 JEANS Instant delivery service work?
K20 JEANS Instant – On Campus will be unavailable until the Leeds University campus re-opens on 30th September. Customers can still select K20 JEANS Instant if their post code is listed below. With K20 JEANS…