Refund policy
Last updated: February 2026
General Conditions
We want you to love what you ordered. If something isn't right, we're here to help.
- Items must be unused, unwashed, and in their original condition with all tags attached.
- You have 14 days from delivery to initiate a return or exchange.
- Extended Christmas window: Orders placed between November 15 and December 31 have a 30-day return window.
- Return shipping is the customer's responsibility.
How to Start a Return or Exchange
Visit our Return Portal to get started:
- Enter your order number and the email address you used at checkout.
- Select the item(s) you'd like to return or exchange.
- Choose whether you'd like a refund or an exchange for a different size or colour.
- Follow the instructions to print your return label and ship your item back.
Non-Returnable Items
The following items are final sale and cannot be returned or exchanged:
| ✕Gift Cards |
| ✕Socks |
| ✕Sale and final-discount items |
Defective, Damaged & Incorrect Items
We stand behind the quality of every piece we make. If something isn't right, we'll make it right — quickly and without hassle.
Damaged or Defective Items
If your item arrives damaged or develops a fault (e.g. shrinkage, stitching issues, fabric defects), please email orders@kansuworks.com within 14 days of delivery with a photo of the issue. We'll send a free replacement — no return required.
All our t-shirts are pre-shrunk. If your tee shrinks after following the care instructions, that's a quality issue and we'll replace it free of charge.
Wrong Item Received
If you received the wrong item, size, or colour, email orders@kansuworks.com with a photo of what you received. We'll ship the correct item to you free of charge. You're welcome to keep, donate, or recycle the incorrect item.
Missing Items
If your order arrived with items missing, please contact us within 48 hours of delivery at orders@kansuworks.com. We'll investigate with our warehouse and either ship the missing item or issue a refund.
Exchanges
UK Exchanges
You can exchange an item for a different size or colour through the Return Portal. No restocking fee applies to exchanges. Your new item will be shipped once the original item arrives at our UK return hub.
If the item you want to exchange for is out of stock, we'll issue store credit so you can reorder when it becomes available.
International Exchanges
We don't offer direct exchanges for international orders. Instead:
- Start a return through the Return Portal and select "refund."
- Once your refund is processed, place a new order for the item you want.
Refunds
Refunds are issued to your original payment method, excluding shipping costs.
Refunds are processed within 5–7 business days after your return is received and approved at our UK hub. It may take a few additional days to appear on your statement depending on your bank or payment provider.
International Returns
International customers can return items through the Return Portal. Please note:
- DDP (Delivered Duty Paid): You are responsible for all duties and customs charges on the return shipment.
- Duties and taxes paid at checkout are non-refundable.
- No direct exchanges — please return for a refund and place a new order.
- You are responsible for all return shipping costs, including international postage.
Returns are processed at our UK return hub. Allow additional time for international shipping and bank processing.
Care Instructions
To keep your items in the best condition and avoid issues:
| →Wash inside out — especially printed tees, to preserve the design |
| →Wash at 30°C (cold wash) |
| →Do not tumble dry — hang dry or lay flat |
| →Avoid ironing directly on prints |
If you follow the care instructions and still experience shrinkage or quality issues, please get in touch — we'll sort it out.
Contact Us
Email: orders@kansuworks.com
Hours: Monday–Friday, 10:00–17:00 UK Time
We aim to reply within 24 hours during business days.