FAQ's
we’re ready to answer your questions and support you.
When will my order be dispatched?
We usually dispatch all ready-to-ship orders within 2–4 business days from the date of purchase. Once your order has been shipped, you’ll receive an email and/or SMS with your tracking details.
How can I initiate returning my product?
You can log in to your account on our website and initiate the return request directly from your order page. Alternatively, you may also contact our Customer Care team for assistance, and they’ll be happy to help you through the process.
When will I receive my refund aftercancellation?
If your order is cancelled before dispatch, your refund will be processed within 7–14 business days. By default, refunds are issued as Katie & Karen Store Credit, which can be used for future purchases.
Whatshould I check before accepting delivery?
Please make sure the outer packaging is not damaged or tampered with before accepting delivery. If it appears tampered, please refuse the delivery and inform our support team immediately for a replacement or refund.
How do exchanges work?
If you received a defective or wrong-sized item, we will replace it free of cost, subject to stock availability and serviceable pin codes. You may also exchange an item for another size, style, or value. If the new item costs more, you’ll pay the difference; if it costs less, the balance will be added to your store credit. Only one exchange per order is allowed.
Are discount/sale products returnable?
Products purchased during sale or clearance events are not eligible return.They can be exchanged based on the stock avialblity.
Whatif I receive a damaged or wrong item?
If your product arrives damaged or incorrect, please inform us within 24–48 hours of delivery with photos or details.
Requests made after this window cannot be processed.
Do you charge for return shipping?
Returns due to damage, defect, or wrong item delivered are free of charge. For all other reasons (size, preference, etc.), return shipping costs may apply or be deducted from your refund amount.
Which court has jurisdiction for disputes?
All disputes related to this policy will be governed by Indian law, with exclusive jurisdiction under the Noida courts.
What is our returns policy for consumers?
As a valued customer, you have 7 days from the day you receive your order to change your mind and return your product(s) to us. Please ensure the items are unused, unworn, and in their original condition with all tags and packaging intact. This 7-day return window applies to standard products only and excludes customised, made-to-order, or hygiene-sensitive items.
How can I cancel my order?
You can cancel your order while it’s still in the “Packaging” stage. Once shipped, cancellation is no longer available through your account. If your order has already been shipped, please contact Customer Care immediately, and we’ll do our best to assist.
Whatis your return or exchange policy?
You can request a return, replacement, or exchange within the return/exchange window mentioned on each product page.
Returns are accepted for valid reasons such as size issues, defective or damaged products, wrong product or colour received, quality or fitting issue.
Whatare the conditions for a valid return?
To be eligible for return: The product must be unused and unwashed. Tags, labels, and original packaging must be intact. The product must pass our quality inspection upon arrival at our warehouse. Used, washed, or damaged items will not qualify for return.
Do you offer cash refunds?
We do not issue cash refunds. Refunds are processed as Store Credit (default option).
What happens if I return the wrong or incompleteproduct?
If an incorrect or incomplete item is returned, Katie & Karen will not be liable for any refund or replacement. For combo offers or bundled sets, all items must be returned together.
How are returns picked up and processed?
Once your return is approved: Our courier partner will arrange a pickup from your address. The product will undergo a quality check at our warehouse. Once approved, your refund or store credit will be processed. If the item fails quality inspection, it will either not be picked or sent back to you, and no refund or credit will be provided.
What if I haven’t received my order yet?
We aim to deliver all orders within 7–10 business days from purchase. If your order hasn’t arrived, please contact Customer Care within 10 days of placing the order.
Contact Information
Returns Team – Katie & Karen
Email: katienkaren2ks@gmail.com
Website: www.katienkaren.com
