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Shopping Bag

FAQ

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ORDERS, SHIPPING, RETURNS & EXCHANGES 

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1) How long will it take for my order to arrive?

Generally, 2-5 days in the continental US. *Alaska, Hawaii and APO addresses can take up to 10 business days. Please have a look at our Shipping page for details on our US and international shipping fees and delivery times. 

2) How fast will my order be processed?

Fast! We process all orders placed before 3PM GMT (London time) Monday-Friday within one business day (bank holidays excluded). We will process any order placed after 3PM GMT (London time) Friday on the following Monday. 

3) Do you ship internationally?  

Yes! In addition to shipping to the USA, we're pleased to ship to the following Eurozone countries as well:  

Austria, Belgium, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Portugal, Slovakia, Slovenia, Spain & United Kingdom. 

If you live outside of our delivery area and you would like to make a purchase, please drop us an email at help@kitristudio.com or call us at +44 (0)203 735 7630 (Mon-Fri GMT London time - 9AM-5.30PM) and we will do our very best to help you out. Additional delivery and duty charges may apply. For more information, please visit our Shipping page.  

4) How much are the shipping charges to the US?

We offer FREE shipping to the US for orders above $300. For orders less than $300, there is a $10 shipping charge. We know you want your order fast, so we’ve worked hard to bring you the best express mail service at the lowest possible cost. Please visit our Shipping page for more information.

5) Do I need to pay Customs Duties?

For individual customers (non-commercial) deliveries to the US, Customs duties and processing charges are included in the price of the item.

For order values greater than $1,000 please be aware that US Customs and Border Protection (CBP) may require formal customs entry and additional duties and fees may apply. If this occurs, DHL might contact you directly and request additional information for Customs processing.

If additional Customs duties/fees are assessed by US Customs or DHL and are paid by you, please contact us  and we will credit your purchase on proof of payment (receipt/customs invoice).  

6) Are state and/or local sales taxes added to my order?

KITRI is based in London, United Kingdom which means we do not apply state and local taxes to your order. For further information regarding sales tax requirements on purchases from overseas suppliers, please contact your local tax office.

7) Where can I find my tracking number? 

As soon as we dispatch your order, you will receive an email with a tracking number. DHL is our designated air express shipper.  DHL will also send you a dispatch notification via SMS text message. If you still haven’t received one, please email us at help@kitristudio.com quoting your order reference number which can be found on your order confirmation email.  

8) How can I track my shipment once it’s dispatched?

Please use the DHL shipment number provided on the order confirmation email to track your shipment. All our shipments are delivered by our logistics partner DHL who provides flexible shipment scheduling via SMS text message mobile phone notifications. Please email us at help@kitristudio.com or call us at +44(0)203 735 7630 (Mon-Fri GMT London time - 9AM – 5.30PM) and we will be happy to help.  

9) What if I am not there when my order is delivered? 

Our shipments are delivered by  DHL and need to be signed for.  

DHL provides flexible shipment scheduling via SMS text message mobile phone notifications. By clicking on the app provided in your SMS text message notification, you may provide specific delivery instructions or reschedule your home delivery.  Please provide your appropriate mobile phone number on the check-out page to use this service.

If you need any help, send us an email at help@kitristudio.com or call us at +44 (0) 203 735 7630 (Mon-Fri GMT London time - 9AM – 5.30PM). 

10) How do I change the shipping address? 

Within an hour of placing your order, please contact us at help@kitristudio.com or call us at +44 (0) 203 735 7630 (Mon-Fri 9AM – 5.30PM) 

If your order has been dispatched already, please arrange with DHL directly via their SMS text message notification and shipment scheduling app.

11) Help! My order hasn't arrived when expected, what should I do?  

The quickest way to track your shipment is through DHL 

If you need any further help, please contact us at help@kitristudio.com or call us at +44 (0) 203 735 7630 (Mon-Fri 9AM – 5.30PM) and we will help track down your shipment as quickly as possible. 

12) Are my shipments insured?

Yes! Your purchase is insured against theft and accidental damage whilst in transit from KITRI to your shipping address.  Once your package has been delivered and signed for at your specified address, the products are no longer insured.

13) What if I received a faulty or incorrect item? 

We're passionate about quality and we're so sorry to hear that your order did not live up to your (and our) high standard. Please email us at help@kitristudio.com or call us at +44 (0) 203 735 7630 (Mon-Fri GMT London time - 9AM – 5.30PM) and we will do everything we can to make it right as soon as possible.  

14) What is your returns & exchanges policy? 

We want you to be happy with your purchase but if you’re not, we accept returns and exchanges for a different size and/or color up to 28 days after you receive your order..

All exchanges are subject to stock availability. If an item is out of stock at the time of the exchange being processed, a full refund will be issued.

All items returned must have their original tags attached, be unworn, unwashed, undamaged, (uneverything!) and in their original packaging. To process your return, please complete the Delivery/Return Note included in your package. Please refer to our Returns & Exchanges Policy for more information. 

15) How do I exchange or return an item purchased from KITRI’s pop-up shop?

Pop-up shop purchases must be returned to the pop up shop for exchange or refund. Please present your receipt or proof of payment email for a full refund by the original payment method. We’re only able to offer an exchange without a receipt. Please refer to our Returns & Exchanges Policy page for more information.

16) What if I need to change or cancel my order?  

Because we process orders so quickly, we can only amend or cancel your order within one hour of it being placed. However, if you need to amend or cancel your order after this time, we will do everything we can to help you. Either way, please drop us an email at help@kitristudio.com or call us at +44 (0)203 735 7630 (Mon-Fri GMT London time - 9AM – 5.30PM) and have your order confirmation number ready.  

17) Can I exchange a product for a different size or colour?  

Yes, absolutely! We will exchange any purchase for a new color or size within 28 days, provided we have available stock. Using the Delivery/Returns Note, please indicate the item you would like to exchange and let us know which size and color you'd like instead. As soon as we receive your return, we will process your exchange. You will receive a new confirmation email and shipping notification when we have dispatched your exchange. Please note we can only exchange items when they meet the conditions of our Returns & Exchanges Policy

18) Have you received my return? 

As soon as we receive your return, we will send you a Return Notification email. Returns usually take 5 – 10 business days to reach us if returned by US Postal Service). If you haven't heard from us, please check tracking status with  your chosen courier.  

Still can't find your return? Send us an email at help@kitristudio.com or call us at +44 (0)203 735 7630 (Mon-Fri GMT London time - 9AM-5.30PM). Unfortunately, we can only help if you have retained the proof of postage.   

19) When can I expect my refund to be processed? 

Once we have received your return, we will process your refund within 2 business days. Please note it can take up to 10 business days for the refund to appear in your account.  

Still waiting for the refund? Please send us an email on help@kitristudio.com or call us at +44 (0)203 735 7630 (Mon-Fri GMT London time - 9AM-5.30PM)

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PAYMENTS 

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20) What payment methods do you accept? 
We accept all major credit cards: Visa, MasterCard, Maestro and PayPal.

21) When will you charge my account? 
Once your purchase is complete, we will contact your bank for authorization. If there is a query with the payment, either your card issuer or our Customer Care team will contact you.  

22) Where do I enter my discount code? 
Please enter your discount code on the first page of checkout. Simply type in your code in the discount code field and click ‘Apply’. If your code is valid, you should see the discount applied right away. Please note that only one discount code can be used at a time.  

23) Do you offer gift cards? 
Currently we do not offer gift cards, but watch this space because we will very soon! 

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SIZING/FIT 

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24) How do I know my size? 
Please have a look at our Size Guide and we also have further measurements on each product page.  

If you need more help, please drop us an email at help@kitristudio.com or call us at +44 (0) 203 735 7630 (Mon-Fri GMT 9AM – 5.30PM). 

25) What if you don't have my size?  

We’re sorry if we don’t have your size available. We want you to be able to buy your favourite styles, but as we only produce in limited quantities, some of our popular styles sell out fast! If a style or your size is sold out, we’ll always do our best to make more as we hate for you to miss out. If you sign up to the waiting list by clicking ‘email me when available’ you’ll be the first to know when it’s back.

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WAITING LIST/OUT OF STOCK STYLES

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26) What should I do if you don’t have my size?

We’re sorry if we don’t have your size available. We want you to be able to buy your favourite styles, but as we only produce in limited quantities, some of our popular styles sell out fast! If a style or your size is sold out, we’ll always do our best to make more as we hate for you to miss out. If you sign up to the waiting list by clicking ‘email me when available’ you’ll be the first to know when it’s back.

27) I love a style but it’s listed as ‘Waiting List’?

If an item is listed as ‘Waiting List’ it’s good news; it’s on its way! Simply sign up to the waiting list and you’ll be the first to know when it’s arriving.

28) I’m on the waiting list, what’s next?

As soon as the style ready, we’ll reach out and let you know when it will be available. You’ll also receive an email when it goes live on our website so that you can buy it as soon as it drops. We recommend getting there quick - popular styles tend to sell out fast.

29) I received an email telling me an item is back in stock but it’s sold out again already - help!

Oh no, we’re so sorry to hear that you’ve missed out again. Unfortunately, our popular styles do sell out very quickly. We recommend signing up to the waiting list again so that we can email you if any more arrive.

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ETHICAL POLICY 

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30) Are KITRI garments made ethically? 
We take the ethical manufacture of clothing very seriously and all our suppliers are compliant with the Ethical Trading Initiative (ETI) base code. We know our factories; we know their business practices and our KITRI representatives work side by side with our suppliers to ensure ongoing ethical, social and environmental compliance.

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GET IN TOUCH 

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31) How do I get in touch? 
We'd love to hear from you! Drop us an email at hello@kitristudio.com or give us a call at +44 (0)203 735 7630 (Mon-Fri GMT London time - 9AM – 5.30PM). (We are closed during bank holidays)

32) Do you have any retail store locations? 
At the moment, we're online only. However, we plan to open pop-up shops very soon so do give us a shout if you would like to see us near you at hello@kitristudio.com  

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