Refund policy

Last updated: 07/08/25

Thank you for shopping at Keenness London. We hope you love your new dress! If something isn't quite right, we’re happy to help, please review our returns and refund policy below.

Return Eligibility

We accept returns on dresses within 14 days of the delivery date.

To be eligible for a return:

  • The dress must be unworn, unwashed, unaltered, and in its original condition.

  • All original tags must be attached and the item must be returned in its original packaging.

  • You must include your order number or proof of purchase.

  • Due to hygiene and safety reasons, we cannot accept returns on dresses that show signs of wear, fragrance, makeup, or damage.

  • Refunds

    Once we receive and inspect your return, we will notify you via email about the status of your refund.

    If approved:

    • A refund will be issued to your original payment method within [5–10 business days].

    • If the item is returned in non-sellable condition, we may refuse the return or issue a partial refund at our discretion.

     Exchanges

    We currently do not offer direct exchanges due to limited stock and fast turnover of styles. If you need a different size or style, please return the original item for a refund and place a new order.

     Return Shipping

    • Customers are responsible for return shipping costs unless the item was defective, incorrect, or damaged upon arrival.

    • We recommend using a trackable shipping method as we are not responsible for lost or delayed returns.

    • A Return Label will be provided.