FAQ

ORDERS, SHIPPING, RETURNS & EXCHANGES

How long will it take for my order to arrive?

Please have a look at our Shipping page for details on our UK shipping fees and delivery times.

How fast will my order be processed?

Fast! We process all orders placed before 2PM GMT Monday-Friday within one business day (bank holidays excluded). We will process any order placed after 2PM GMT Friday on the following Monday.

Do you ship internationally?

We're pleased to ship to the USA as well as the following Eurozone countries:
Austria, Belgium, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Portugal, Slovakia, Slovenia, & Spain.

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 (Mon-Fri 9am-5pm GMT, excluding bank holidays) 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.

Where can I find my tracking number?

As soon as we dispatch your order, you will receive an email with a parcel number. Royal Mail or DPD will also send you a dispatch notification via SMS. If you still haven’t received one, please email us at help@kitristudio.com (Mon-Fri 9am-5pm GMT, excluding bank holidays) quoting your order reference number which can be found on your order confirmation email.

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

Please use the parcel number provided on the order confirmation email to track your shipment. You can track Standard Shipping by Royal Mail HERE, and Express Shipping by DPD HERE. Please email us at help@kitristudio.com (Mon-Fri 9am-5pm GMT, excluding bank holidays) and we will be happy to help.

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

Our shipments are delivered by our logistics partners Royal Mail or DPD.

If you are not at home Royal Mail will leave a calling card. You will have two options:

1. Go to the Royal Mail collect listed on the calling card. Please ensure to bring official ID to ensure there are no issues collecting your package.
2. You can reschedule your delivery by following the instructions on the calling card provided.

If no action is taken within 10 Business days the parcel will be shipped back to KITRI. We will then contact you to reorganise delivery.

If you are not at home Parcel Force will contact you regarding your shipment to reschedule delivery.

If you need any help, please send us an email at help@kitristudio.com (Mon-Fri 9am-5pm GMT, excluding bank holidays)

How do I change the shipping address?

Within an hour of placing your order, please contact us at help@kitristudio.com (Mon-Fri 9am-5pm GMT, excluding bank holidays)

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

Please contact us immediately and we get on the case! You can reach us at help@kitristudio.com (Mon-Fri 9am-5pm GMT, excluding bank holidays) and we will help track down your shipment as quickly as possible.

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 standards. Please email us at help@kitristudio.com (Mon-Fri 9am-5pm GMT, excluding bank holidays) and we will do everything we can to make it right as soon as possible.

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 colour up to 28 days after you receive your order, provided we have the item in stock. All items returned must have their original tags attached, be unworn, unwashed, undamaged, (uneverything!) and in their original packaging. Please refer to our Returns & Exchanges Policy for more information.

Why have you implemented a charge for returns?

Since our beginning in 2017, we have always wanted to make shopping on our website as easy as possible and have taken on the cost of processing returns, making it free of charge for all UK customers.

As an independent brand, we are tackling rising costs of goods and services in many areas of our small business. Unfortunately, this means we have made a decision to apply a £3 charge for each parcel being returned to us for a refund.

When will you start applying a charge for returns?

We have applied a £3 returns charge to all UK orders made on or after Tuesday 12th September.

If you placed an order before Tuesday 12th September, a returns charge will not be applied.

If I order multiple items and choose to return them in two separate parcels, will a returns charge be applied to both parcels?

A £3 returns charge will be applied to each parcel returned to us. If multiple returns are made from the same order, the charge will apply per parcel, not per order.

I made an international order, outside mainland UK. How does this change affect me?

International returns have not been affected. We offer subsidised, pre-paid returns for customers in the USA, Europe and Australia. If choosing this option, the following shipping costs with be deducted from your refund:

EU Returns UPS transit time 3 days: £10.00

USA Returns DHL transit time 3 days: £20.00

Australia DHL transit time 5 days: £29.00

ROW: prices will vary depending on location.

I paid with a gift card, how will my returns charge be taken?

The returns charge will be deducted from the amount refunded to you. You will be refunded via the same gift card minus the cost of the return.

I paid with Klarna, how will my returns charge be taken?

The returns charge will be deducted from the amount refunded to you. You will be refunded via your original payment method minus the cost of the return.

What steps have you taken to help me select the right size the first time?

To help you find the right size and fit the first time, we have published a new ‘how to measure’ guide, improved size guides on each product page and will continue to monitor all feedback and reviews to improve fit.

If I request an exchange instead of a refund, do I still have to pay the returns fee?

Exchanges will remain free of charge for UK customers.

My item arrived faulty, will a returns fee be charged?

We're so sorry to hear that your order did not live up to your (and our) high standards. A returns fee will not be applied to items proved to be faulty. Please email us at help@kitristudio.com (Mon-Fri 9am-5pm GMT, excluding bank holidays) and we will do everything we can to make it right as soon as possible.

Are you stocked in any physical stores so I can get a better understanding of fit?

We are pleased to be stocked in a number of department stores globally. To find your closest one please click here. Please note, we cannot guarantee stock of all sizes and styles.

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 (Mon-Fri 9am-5pm GMT, excluding bank holidays) and have your order confirmation number ready.

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

Yes, absolutely! We will exchange any purchase for a new colour 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 colour 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. Please note that additional carrier charges will apply for Eurozone customers.

Have you received my return?

As soon as we receive your return, we will send you a Return Notification email. Returns usually take 2 – 5 business days to reach us. If you haven't heard from us, please check with Royal Mail or if you're outside the UK, please check with your chosen courier.

Still can't find your return? Send us an email at help@kitristudio.com (Mon-Fri 9am-5pm GMT, excluding bank holidays) Unfortunately we can only help if you have retained the proof of postage.

When can I expect my refund to be processed?

Once we have received your return, we will process your refund within 5-10 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 (Mon-Fri 9am-5pm GMT, excluding bank holidays)

PAYMENTS

What payment methods do you accept?

We accept all major credit cards: Visa, MasterCard, Maestro, American Express, PayPal and Klarna.

How does Klarna's Pay in 3 work?

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by KITRI and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

How does Klarna's Pay Later work?

Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into www.klarna.com/uk.

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.

Will I be charged VAT?

All prices shown on our website include Value Added Tax (VAT).

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.

SIZING/FIT

How do I know my size?

We're based in London so we use UK sizing. For international sizes, 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 (Mon-Fri 9am-5pm GMT, excluding bank holidays)

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.

WAITING LIST/OUT OF STOCK STYLES

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

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.

I want to sign up to the waiting list for a style but I can’t find it on your website?

If a style that’s on the waiting list is no longer on the website it’s because it’s dropping that Sunday! If you haven’t been able to join the waiting list, don’t worry! Just make sure you’re signed up to our newsletter here, to receive our weekly Sunday Fresh In email that will let you know which products have just dropped and are ready to shop.

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.

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.

ETHICAL POLICY

Are KITRI garments made ethically?

We take the ethical manufacture of clothing very seriously and all of 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.

Find out more here

GET IN TOUCH

How do I get in touch?

We'd love to hear from you! Drop us an email at help@kitristudio.com (Mon-Fri 9am-5pm GMT, excluding bank holidays)

FAQ