FAQs - Returns Policy

Can I return my item?

If you are unsatisfied with your items purchased, you have 14 days from the delivered date to request for your return. Simply email the Customer Care team at help@katmaconie.com with your order number and return reason.

Please note, any return requests received beyond the 14-day period will not be accepted. 

 

Can I return items I purchased during a promotion?

The returns policy may vary depending on the promotion terms and conditions.

 

If I return my order, will I be refunded?

You have 14 days from the delivery date to request a return by emailing the Customer Care Team with your order number and reason for return.

All returned items must pass a quality check (QC) in our warehouse to confirm they are in their original condition, with packaging, dust bags, and tags intact, and without any signs of wear or damage. Items that don’t meet these conditions may affect your refund eligibility or amount.

If your order arrives damaged, you must report this within 48 hours of delivery by emailing us your order number along with clear photos as proof.

Once your return passes QC, a refund will be processed to your original payment method. Please note that any taxes and duties paid will be deducted from the refund. Refunds can take up to 14 business days to appear in your account.

 

My item is damaged, I want to return it

If any items in your order arrive damaged or in poor condition, please notify us within 48 hours of delivery by emailing the Customer Care Team with your order number and clear photos of the affected item.

Claims submitted after 48 hours may not be accepted. Please keep the item and its packaging, as it may need to be returned in order to process your refund.

 

Can I exchange my item?

If you’re not satisfied with your order, you may request an exchange for a different size or another item within 14 days of delivery. Exchange requests are subject to availability on the website. You will need to email your request to the Customer Care Team with your order number and details of the item you’d like to exchange.

 

How do I return my items?

To request for a return, you will need to email the Customer Care Team with your order number and the reason for your return.