Please note that we operate a strict non-refund / non-exchange policy with all our wedding gowns and bespoke made-to order gowns. Please also note that we cannot be made responsible for any changes in your measurements once these have been taken following your decision to proceed with the order.
When you place an order on katyakatya.co.uk, you are welcome to return any item(s) using our free returns service, provided you return them within 14 days of delivery. Please note that return postage cost are not included in the price and are not refundable.
Items must be returned in their original condition with all garment tags attached in the branded/ original packaging provided or they will not be accepted. This is also to ensure that item(s) arrives back to us in a suitable and undamaged state. Returns that have been worn, used, altered or damaged will not be accepted and may be sent back to you and/or a refund refused.
Item(s) must be returned from the original shipping country with the original returns form. Please note that we may not refund item(s) that are sent without any returns paperwork.
For assistance or to request and exchange please contact us on +44 02073514359 or firstname.lastname@example.org.
Please get in touch with us via email on email@example.com or over the phone +442073514359 if you would like to return your item and we will send you the return label and all the information.
Please return your items using the original packaging, including tissue paper to protect the items and the box it got delivered in.
You may return your items to us using your own shipper. If you do, please inform us within 14 days of delivery. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the items and will be liable for damage to them until we receive them at our warehouse. In case of dispute, we also recommend you retain proof of sending. We cannot be responsible for any loss for any item(s) you have chosen to send
Return your items to:
KATYA KATYA London
18 Park Walk
Once the items have been received they will undergo a quality review. Once cleared, you will receive a refund on the cost at purchase price (excluding original shipping cost if there was any) directly to the original method of payment used for purchase. We endeavour to process refunds as soon as they are received but please allow 5 working days for returns to be processed. You will receive an email notification of the status of your refund once processed.
We do not refund initial shipping charges for items returned, other than for faulty items. Your own return postage costs are not refundable.
If your return was purchased in a currency other than your local currency, refunds will be paid in the same currency. Due to fluctuations in currency rates the amount refunded may be slightly higher or lower than the price originally paid. On receipt of return, we shall process the refund as soon as possible.
Items are faulty if they are received damaged. Items that are damaged because of normal wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items. When items deemed faulty cannot be repaired or the same item is not available, a full refund will be offered.
In certain circumstances, before your order has been dispatched, we may be able to cancel your order. Please contact us by telephone or email as soon as possible after placing your order and Customer Service will advise if cancellation is available.
Please note, we are unable to combine orders, change the size, edit your billing and shipping details or add pieces to an existing order once it has been dispatched.
For assistance please contact us on +44 02073514359 or firstname.lastname@example.org.
If you would like to book an appointment to view our exquisite collection please fill out the form below and one of our representatives will be in touch within 48 hours.