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Returns

RETURNS POLICY:

We operate on a unique made-to-order model in collaboration with our talented London seamstresses. We make each garment specifically for the customer who purchases it. This approach enables us to maintain an extensive size range while avoiding excessive production that could contribute to waste. 

Due to the nature of our production process, we are unable to offer refunds for our made-to-order items. However, we understand the importance of finding the perfect fit, and we gladly accommodate size exchanges or provide store credit for the same value as the purchased item. This store credit can be utilised for any future purchases on our website.

Additionally, all sale items are considered final orders and are not eligible for size changes or returns in exchange for store credit.

Furthermore, we don't allow cancellations of orders while they are in production process.

We are always available through direct messages (DMs) and emails to assist you in finding your ideal sizing before making a purchase. Our team will gladly provide guidance and support to help you make an informed decision.

To request a size exchange, or return in exchange of store credit, please follow the steps below.

ELIGIBILITY:

To be eligible for a size exchange or store credit return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. 

You have 14 days after receiving your item to request a return, and further 14 days to send the item(s) back to our address. 

PROCESS:

To start a return, please contact us at customercare@karolinevitto.com, with the subject RETURN + YOUR ORDER NUMBER. If your return is accepted, we’ll send you instructions on where to send your package to. Items sent back to us without first requesting a return will not be accepted.

We are not responsible for any loss in transit, so we recommend that you use a trackable service, and that you keep your tracking number and proof of postage. You will be refunded after the item arrives back to us.

INTERNATIONAL ORDERS:

Please note we are unable to offer free international returns. To return an item at your own cost, fill the packing labels and customs forms according to our instructions. We will not be held responsible for any customs charges, and if they incur, we will have to deduct them from the amount to be credited. 

DELIVERY REFUSALS:

If you have refused delivery of your item, we are unable to process a return. In case your item is sent back to us by the carrier, we first need to receive the item back before shipping it again to you. We will ship items free of cost in the UK. For international orders, second or further shipping attempts will incur new shipping charges. 

CUSTOMS:

Our product prices are exclusive of international tax. Please note all EU orders are now subject to customs charges. All international orders may be subject to tax depending on local regulations. Make sure that you account for that when making your purchase.

 

FOR ALL ORDERS:

Damages and issues
Please contact us immediately if the item you received is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned for credit or exchanged, like custom products (such as special orders, or made-to-measure items) and underwear. Please get in touch if you have questions or concerns about your specific item.

 

Gift cards
Unfortunately we cannot process returns on gift cards.

 

Time for Processing Exchanges
Size exchanges will be queued into production at the moment they are requested, therefore they normally require 2-4 weeks to be made and shipped.

 

Thank you for supporting our independent made-to-order brand. We appreciate your understanding of our policies. If you have any further questions or concerns, please send us en email  don't hesitate to reach out to us.

 

Email us for custom sizes

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