For any reason should you wish to return your item(s), you must contact us within three (3) business days of receiving your package. Please note that after this period, we will be less likely to entertain the return/exchange of the item/s.
Items subject to return or exchange must be returned or exchanged at the same store within three (3) days after the receipt of order for local buyers, twenty-one (21) days for international buyers. Please note that after this period, we will be less likely to entertain the return/exchange of the item/s.
Non-Faulty Items subject to return or exchange must be in a re-saleable state: item is in its original condition, unused, undamaged, tags still attached.
Faulty Items subject to return or exchange must be in its original condition, unused, and tags still attached.
Items subject to return or exchange must be accompanied with its corresponding Official Receipt as reference and proof of purchase.
Please note that any complimentary gifts that accompanied orders must be returned along with the purchased items in order to receive a full credit.
Return shipping and handling fees are the responsibility of the customer except when your return is a result of our error (wrong item, with factory defects)
All duties, taxes, or fees required to be paid for returned items are the sole responsibility of the customer.
We reserve the right to refuse to exchange or refund item(s) that have been :
- intentionally defaced
- worn
- washed
- have undergone revisions or have been reworked
- without labels or with cut labels
All returned dresses will be carefully inspected. Any sign of wear, any amount of smell, stain, pet hair, missing or sign of wear showing on tag will disqualify for refund/exchange and will be returned at customers expense.
NON-FAULTY ITEMS
If for any reason you were unsatisfied with an item, you can return it, claim for a refund or an exchange. However, there will be a restocking fee taken from the total cost of the item to be returned/exchanged:
Exchange –15% restocking fee.
Return/Refund – 20% restocking fee.
Please return to us within three (3) days of receipt for local buyers, twenty-one (21) days for International buyers .
Non-faulty items must be returned in a re-saleable state: item is in its original condition, unused, undamaged, tags still attached.
If we find that the product has not been returned to us in fully re-saleable condition, we reserve the right to refuse a claim for a refund on the item, or deduct up to 50% of the selling price from the refund claim.
Please be aware that shipping cost and packaging is not refundable, except where items have been returned because they are faulty or do not otherwise conform to your order.
FAULTY ITEMS
If you receive a product that is defective/damaged, you may claim for a FULL REFUND for the cost of the merchandise and ALL shipping charges.
If you choose to EXCHANGE the defective/damaged items, your new items will be shipped to you at NO cost.
Once Quality Control has inspected the returned item(s), we will aim to process your return within 5 business days.
You are responsible for all goods sent until they arrive at our warehouse, and agree to assume the costs associated with returning your purchased item(s) to us. Please ensure to package the goods well to prevent damage. We strongly recommend that you use a reliable courier service with parcel tracking services.
Should you have any further enquiries, please feel free to contact Customer Service at [email protected]
WHAT IF MY ITEM DOESN’T FIT?
Please keep in mind our recommended sizes are a guide only and should not be used alone to determine suitable sizing. Accurate measurements are provided in all item descriptions to make purchasing the perfect size hassle free. We recommend that you consider the measurements provided and compare them to an item of clothing you already own, to ensure the right fit. It is your responsibility to check measurements and sizing accurately.
Please be aware that some colors may be displayed differently depending on the monitor in which they are being viewed.
However, if you wish to return the item that doesn’t fit you. You may do so and this shall be considered a NON-FAULTY ITEM.
MY ITEM DIDN’T ARRIVE?
In very rare circumstances an order may be lost or stolen in the post, unfortunately this is beyond our control and Katrina’s Clothing cannot take responsibility.