Returns

 

RETURNS POLICY:

We hope you are happy with your purchase. However, if you change your mind, you have the right to cancel your order within 14 days from the date you receive your items. You must notify us in writing (by email) before returning any goods.

Once you have notified us of your intention to return, you then have 14 days to send the item(s) back to us. We recommend using a tracked delivery service, as the item remains your responsibility until it reaches us.

Returned items must be in their original condition, unworn, unwashed, and with all tags and packaging intact.

We will issue a refund to your original payment method within 14 days of receiving the returned item(s), provided they meet the conditions above.

We do not offer exchanges. If you wish to receive a different item, please place a new order.

Please note that made-to-order, customised, or intimate items (such as underwear or bodysuits) are non-refundable unless faulty.

If an item is faulty or not as described, please contact us within 14 days of receipt and we will arrange a replacement or refund in accordance with your statutory rights.

Return postage costs are the responsibility of the customer, except in cases of faulty or incorrect items.

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.

PLEASE NOTE:

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  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.