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Contact Us

If you wish to contact us you can do so by emailing us at and a member of our customer service team will respond as soon as possible.  When emailing please remember to give as much information about your queries as possible, such as order numbers, products you're having trouble with and the URL of the store you are using.



We want you to be fully satisfied with your purchase. If you are not 100% happy with your purchase, please send it back within 14 days of delivery for a full refund of the cost of the product. Unwanted items must be returned by post and the cost of delivery is payable by the customer. If your return is due to a Kontraband error, please contact us at to arrange alternative returns information.

When returning items, we strongly recommend that when you return items, you ask the post office for proof of postage.  You can obtain this by asking your local post office for a proof of postage receipt.  We cannot process returns that are lost in the post. 


How can I return items?

To return an item, you first need to print off a returns form:

You need to include this returns form with your return to ensure we can process your return quickly and efficiently. If your return is due to a Kontraband picking error, please contact us before returning.

What address do I return my order to?

For UK Returns:
Kontraband Returns
PO Box 6170

For international Returns:
Kontraband Returns
C/O Packsmart Ltd
The Fulfilment Centre
Princes Drive Industrial Estate
United Kingdom.


What can I return?

You may return all new, unworn/unused items fulfilled by Kontraband Stores for a full refund of the cost of the product.

Please note: We cannot accept returns on the following types of items:

  • CDs/DVDs that have had their seal broken.
  • Perishable goods such as food.
  • Underwear / Earings
  • Taylormade / Personalised items.

Will any return costs be refunded?

Unwanted orders must be returned by post and the cost of the delivery is payable by the customer. If you return something because of an error on our part or because it’s damaged or defective, please contact us at to arrange pre-paid returns.

Kontraband will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.


When will I get my refund?

We endeavor to process refunds within 24 hours of receiving your return, however, please allow 7 days for your refund to be fully processed. If your return is due to our error, please contact us at before returning, as we will cover the cost of postage and will provide alternative returns information.