HELMUT LANG Gentle Monster
+7 (499) 754-86-77 11:00-19:00

Returns and exchanges

Return of Non-Faulty Items

You can return or exchange the item purchased at KM20 within 14 days after receiving your order (we must receive the item at KM20 store not later than 14 days from its delivery). We recommend you to start the return or exchange process not later than 3 days after receiving your order. This will enable to us to receive a returned item after 14 days from delivery date. Only in this case we are able to refund the purchase cost or exchange the item.

Only new and unused items in the same condition they were delivered could be returned. The item can be returned only with KM20 and designer garment tags, its package and receipt. We don't return or exchange damaged, soiled, or altered goods. Returns that look worn, altered, or washed may not be accepted. 

We recommend returning the items in their brand package with all the garment tags still attached (the same way they were delivered). Please, bring your passport and credit card (the one you paid with).

Please note that the shipping costs will not be refunded in case of return. Refunds may take up to 10 days from the moment of receiving your request in written form along with the item you return.

If the size doesn't fit you, we'll refund the cost of the returned item. If we send you an item you did not order (an "incorrect" item), we'll refund both its cost and the shipping cost. In this case the redelivery cost will be covered by KM20 as well.

Return of Faulty Items

If you receive a faulty item with manufactruring defect, you can return or exchange it for the same non-faulty item in the same size, however all exchanges are based on the stock availability. In this case the delivery cost is covered by KM20.

The item can be exchanged within 7 days from its delivery back to KM20. The purchase will be refunded if the item cannot be replaced within 10 days from the moment of receiving your request concerning your return in written form along with the item you return.

We are able to decline your refund or exchange request, if the item is damaged as a result of wear and tear. In the event that the dispute is not resolved by the negotiations, and further review is necessary, we accept the item and conduct the expert examination.

The client has the right to participate in the expert examination of goods and challenge the expert opinion in court. If the expert examination establishes that the item was damaged as a result of misuse, the client must cover the costs for conducting the expert examination and the item's transportation. The list of the goods that are not subject to exchange or return:

- underwear and hosiery;
- precious metal wares, with gem stones, precious metal wares with semi; 
- precious and synthetic stones, with faceted gem stones;
- sunglasses;
- care products.

How to return or exchange the item?

1. Please contact us first by e-mail (customers@km20.ru) and we will send you all documents for return your order back to our store.

2. Pack your application along with the returned item. Please, return the goods in their original package put inside the postal box not to damage the original package. If the item is packed inside the box or cover, don’t forget to return them as well.

3. Address to the delivery service.

Send your parcel without the COD (Collection on Delivery) by the delivery service we cooperate (DHL Express or EMS Post) with to: 

To: OOO “Bubnoviy valet”
Where: 125009, Moscow, Stoleshnikov lane, 2
Phone: +7 (499) 754-86-77

4. Exchange and refund

As soon as we receive the returned item, we’ll send you our notification by mail. After that we’ll send you the exchanged item or refund the cost of the returned item. The refund is issued by it's original method of payment during 10 (ten) days after receiving the parcel back in store. All the cases of exchange or return are managed according to the laws governing on the territory of the Russian Federation:

2300-1 Law of the Russian Federation “On Protection of Consumer Rights” of 7th February 1992.