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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?

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

2) How fast will my order be processed?

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

3) Do you ship internationally?  

We're pleased to ship to 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 or call us on +44(0) 203 8860 690 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) Where can I find my tracking number? 

As soon as we dispatch your order, you will receive an email with a parcel number. DPD will also send you a dispatch notification via SMS. 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.  

5) 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.  All our shipments are delivered by our logistics partner DPD who provide flexible shipment scheduling via SMS mobile phone notifications. Please email us at help@kitristudio.com and we will be happy to help.  

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

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

DPD provide flexible shipment scheduling via SMS mobile phone notifications. They will send you a message the morning of delivery with a time slot. If that time slot is not convenient for you, you may reply to the message and request another delivery window. Alternatively, you may request that the driver leave your parcel with a friendly neighbour or a local DPD affiliated shop of your choice.  

If you need any help, send us an email at help@kitristudio.com or call us.

7) How do I change the shipping address? 

Within an hour of placing your order, please contact us at help@kitristudio.com or call us on +44(0) 203 8860 690.

If your order has been dispatched already, please arrange with DPD directly via their SMS notification.

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

The quickest way to track your shipment is through DPD.  

If you need any further help, please contact us at help@kitristudio.com  and we will help track down your shipment as quickly as possible. 

9) 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 or call us on +44(0) 203 8860 690 and we will do everything we can to make it right as soon as possible.

10) 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. To process your return, please complete the Delivery/Return Note included in your package. Please refer to our Returns & Exchanges Policy for more information. 

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

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 for more information.

12) 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 and have your order confirmation number ready.  

13) 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.

You can now process your exchange online through our partner ReBOUND in a few simple steps, please CLICK HERE

14) How do I Return/Exchange my international order?

We offer FREE international returns on any purchase within 28 days from the date you recieve your order via our partner at ReBOUND. We believe returns should be easy!

  • Enter your order number and postcode
  • Select which item(s) you would like to return/exchange. Please be sure to select your return reason/exchange size.
  • Confirm your address and phone number
  • Choose a return method. All options are free
  • Print your shipping label and secure to package (taping all four sides)
  • You will recieve an email notification when your label is generated. You will be able to track your package's journey using the ReBOUND order number in the email.

15) Have you recieved 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 you haven't heard from us, please reference your return email confirmation provided by ReBOUND, our Eurozone returns partner. You will be able to track your package's journey using the ReBOUND order number in the email. Please CLICK HERE to track your package.

Still can't find your return? Send us an email at help@kitristudio.com 

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

Once we have received your return from ReBOUND, 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 

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PAYMENTS 

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

18) 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.  

19) Will I be charged VAT? 
All prices shown on our website include Value Added Tax (VAT). 

20) 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.  

21) 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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22) 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

23) 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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24) 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.

25) 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.

26) 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.

27) 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.

28) 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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29) 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. 

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GET IN TOUCH 

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30) How do I get in touch? 
We'd love to hear from you! Drop us an email at hello@kitristudio.com or call us on +44(0) 203 8860 690 (We are closed during bank holidays)

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