Refund policy

Thirty days from the day it arrives

You have 30 days from the date of delivery to ask for a return and a refund.

What we can take back

A returned piece needs to come back the way it left us: unworn, unwashed, unaltered, with every original tag still attached and in its original packaging. We cannot accept anything showing makeup, deodorant, pet hair or perfume. Keep your order confirmation or proof of purchase to hand.

Where it goes, and who pays

Orders ship to you straight from our fulfillment facilities, so a return has to go to the return address our support team gives you, and nowhere else. A parcel marked Return to Sender, or posted back to the address it was dispatched from, cannot be tracked and will not be refunded.

If you have simply changed your mind, the return postage is yours to cover, and there are two ways to do that. If the piece arrived faulty, damaged or was not what you ordered, the return costs you nothing: we cover the postage with a prepaid label, as long as you write to us within 7 days of delivery as described under Faulty, damaged or wrong below.

  • Our label: ask and we will send you a return label; its cost comes off your refund.
  • Your own carrier: post it yourself with any carrier you like. Choose a tracked service, because we cannot confirm receipt of a parcel we cannot trace.

KATE GRANA may decline a return that does not meet the condition set out above. A declined item can be sent back to you at your cost.

What cannot come back

We are unable to accept returns of:

  • Anything bought in a clearance or final sale event.
  • Custom or personalized pieces.
  • Gift cards.
  • Intimates and swimwear, unless the hygiene liner is still in place and unused. Try these on over your own underwear.

Starting a return

Write to support@kategrana.com. We look at the request and reply with a return authorization and the address to send it to. A parcel sent back without that authorization cannot be accepted.

Faulty, damaged or wrong

Have a look at your order as soon as it lands. If a piece is faulty, was damaged on the way, or is not what you ordered, email support@kategrana.com inside 7 days of delivery, quoting your order number and attaching a photograph of the item where you can. Once we have reviewed it we arrange a replacement or a refund. We cannot accept these claims after the 7 day window. Return shipping never falls to you here: we send a prepaid label, and nothing is deducted from the refund.

Swapping for another size or colour

We do exchanges. Email support@kategrana.com within 30 days of delivery with the size or colour you would rather have and we will set it up. Depending on the swap, a shipping fee may apply.

When the money comes back

When your return reaches our facility and has been checked, we let you know whether it is approved.

  • Timing: an approved return goes back to your original payment method, and that happens within 10 business days of the check.
  • Your bank or card provider may take a little longer to show it on your account.

Still nothing after 15 business days from approval? Write to support@kategrana.com.

Questions

Email support@kategrana.com. We are here Monday to Friday, 9:00 AM to 5:00 PM CST.