Store Policies

POLICIES

Right of Withdrawal

Model Withdrawal Form

 

Right of Withdrawal (Download as PDF)

POLICIES

POLICIES

KATHARINA HAKAJ COUTURE ® POLICIES

 
 

PHOTO USE


The use of photos from our photographers and clients for commercial use is prohibited unless authorized by the owner of the company AND the photographer.
This includes dresses for hire and distributing companies. These companies are required to set up their own photo sessions with the gowns for their marketing purposes.
Violation of this policy will result in immediate termination of any partnership and possible legal action. 

 

PAYMENT


All payments are due when placing your order, including wholesale orders. KHC accepts most major forms of payment. 

 

CANCELLATION


Because our items are made to order in atelier promptly after orders are placed, we do not accept cancellations. 
If a cancellations must be made, it will be treated as a return and is subject to a 30% restocking fee if a refund to the original payment method is requested,
or free if the client wishes to receive in store credit via gift card. 

 

PROCESSING TIME | SHIPPING TIME


PROCESSING = TIME REQUIRED TO SEW YOUR ORDER FOR YOU  |  SHIPPING = ESTIMATE OF TIME REQUIRED TO SHIP YOUR ITEM VIA POST
It is important to note that Processing Time and Shipping Time are two very different things.

 

PROCESSING


Our processing time is 2 - 3 weeks.  If you are on a short timeline, we do offer rush processing options. Please add it together with your order.

 

RUSH PROCESSING


With the Rush Processing option, you can pay a fee to have your item made faster, if you are soon approaching your deadline.  The processing time is adjusted down to 7 business days and covers the cost of the seamstress to complete the item weeks ahead of schedule.  Expedited Shipping costs are in addition to the rush processing fee. Rush processing fees are non-refundable.

 

APPROXIMATE SHIPPING TIMES


- Regular shipping with the German post is FREE for all items:
                                                                                                    DE 1-3 business days ( insured, no guaranteed delivery date )
                                                                                                    EU 5-7 business days ( insured, no guaranteed delivery date )
                                                                                                    10+ business days worldwide ( insured, no guaranteed delivery date )

Expedited shipping with UPS EXPRESS or DHL EXPRESS : 1-2 working days (insured, guaranteed delivery date by UPS/DHL)
Upgraded shipping options available for an additional cost and is auto calculated in your cart.

This is an approximate shipping time, we have no control over international delays and it can take up to 30 days in some countries. 

IMPORTANT:
KHC is not responsible for delays caused by weather,  natural disasters, acts of terrorism, epidemic or customs issues.  
To make sure you get the dress exactly on the the date needed, please use expedited shipping option with UPS EXPRESS (guaranteed delivery date by UPS/DHL)!
Once your package has left our facility, it is out of our hands and in the hands of the carrier.  Unfortunately we do not have control over what the carrier does with your package.
All claims for packages must go through the carrier chosen during checkout. 

 

CUSTOMS • INTERNATIONAL ORDERS


Customs and taxation policies vary widely from country to country. Please contact your local customs office for further information.
When customs clearance procedures are required, it can cause delays beyond our original delivery estimates (excl expedited shipping options).

 

RETURNS AND EXCHANGES


If you wish to return or exchange your gown, a return must be applied within 14 days of delivery.
Items sent to us without return request will be sent back to the client. 

To be eligible for an exchange or return, the item must be unworn, unwashed, undamaged, with no stains or alterations, be mindful of makeup, deodorant, pet hair, and strong smells (smoke, perfume, etc.), as these can make your item ineligible for return. If the item is received and is not-accepted for any of the above reasons, KHC will return the item back to you at no cost.
If the item is received and accepted, KHC will process the refund via the payment method chosen, or exchange for new items per your request. 

 

ELIGIBLE ITEMS


    • Item(s) in Original Condition, Unwashed, Unworn
    • Request must be made within 14 days of delivered tracking status

 

INELIGIBLE ITEMS


    • Bodysuits
    • Accessories
    • Used Gowns
    •Items with custom selections (i.e. cut to length, mixed sizing, mixed/custom colors, custom add ons, XXL+ size gowns)
    • Items that have been worn/damaged 
    • Items received back to us outside of the 14 day delivery date
    • Items that arrived damaged/incorrect, and we were contacted outside of the 24 hour notification period
    •Gift cards
    

ADDITIONAL DETAILS


    For refunds via original payment method, a 30% Restocking fee will be assessed to re-stock the item. This is of the item cost only and does not include shipping or rush fees.
    NO CHARGE for items returned for in store credit.
    NO CHARGE for exchanges 
    Exchanges can be made for the same item purchased in a different size or color. If a different item is desired, a store gift card will be issued for the client to purchase items as desired.
    Original shipping charges are non-refundable
    Rush fees are non-refundable
    Buyer is responsible for return shipping charges

 

RETURN DETAILS


If you wish to return your item and be refunded back via the original payment method, a 30% restocking fee will be deducted from the item total, this includes Ready to Ship items as well. The remaining balance will be sent back via the same method of payment used when ordering after the item has been received, inspected, and accepted. After the item has been accepted, the refund will be sent within 3 business days. We are not responsible for delays made by the bank in depositing your funds.

If you wish to return the item for in store credit NO Restocking fee will be assessed and you can use the credit at any time in the within 12 months from issue date. A gift card will be issued via email within 3 business days of the item being received, inspected, and accepted.

The client is responsible for shipping the item back to our warehouse. Shipping and Rush Processing Fees are non-refundable. If you choose to exchange, no restocking fee will be assessed.

 
EXCHANGE DETAILS

After submitting a request, and receiving confirmation from KHC that the exchange is approved, the client is responsible for the shipping cost to return the gown to our warehouse.
The client may exchange their product the same item in a different color or size. If a different item or style is desired, we will be provide a gift card to the client's email within 3 business days to purchase any item as desired.
Please contact us with questions.

 

QUALITY CONTROL 


What do I do if my item is incorrect or damaged?

Email photos of the damage or incorrect item within 24 hours (or it is ineligible) to katharina.hakaj@gmail.com with the order number in the subject line.
Include a description of the problem and your event date in the body of the email.
When the request and photos are received, and the issue is determined to be our mistake, KHC will cover the shipping back to our warehouse and work with you to get a new item out before the event (if the time frame allows)
 

LATE PACKAGES


If your package does not arrive on time DUE TO OUR ERROR (i.e. it shipped late, or incorrect shipping method), KHC will refund your purchase after the items are sent back, received in by our warehouse, and inspected. A request must be submitted within 7 business days of delivery. If the item is lost by the post (NO DELIVERED STATUS) and is not delivered after 7 days of opening a case with the post, we will refund the purchase and continue the investigation. If the package is showing delivered and the address was correct, and you do not have your item, it is the responsibility of the buyer to contact the post,  to file a claim.




Model Withdrawal Form

Our model withdrawal form as PDF document: DOWNLOAD


To open the downloadable PDF-files, you need an additional program such as the Adobe Reader, which you can download online for free. The current version of the Adobe Reader you can find here.