Shipping, Refunds & Exchanges
Because each item is made to order the process from making to delivering can take 7-10 working days from the order and then shipping can be anything from 5 – 15 days depending on the item and where it is going. We try and given accurate time scale on each item but please also allow for holidays and weekends. We hold smaller items in stock so these may arrive a little bit quicker. We are based in the UK so international orders will take longer depending on the final destination.
We sell worldwide though this website but are unable to cover the cost of returns, this would need to be covered by the customer. As a small independent designer handling Returns & Shipping can be very challenging but we will do our best to accomodate you. Before ordering please ensure you have checked the sizing charts as we make your item to order. If you have any questions about sizzing please get in touch before ordering.
Shipping costs include the cost of shipping & packaging. The shipping costs depend on the order value and the delivery method chosen. We offer free delivery in the UK on orders over £75 & EU/US orders over £100 or local pickup from our office in Wadhurst, East Sussex.
Destination Value of the order Shipping cost
United Kingdom Tracked Delivery £4.95
Europe Tracked Delivery £10.50
Rest of World Tracked Delivery £15.00
Once your order has been shipped, you will receive an email with a tracking code for your package. You can check the shipping status of your package.
Returns, refunds & exchanges
If after you place the order you change your mind you have 12 hours to cancel to receive a full refund including the delivery charge.
We hope that you are pleased with your item, but, if you are not, we are happy to exchange it or refund it for you.
We are happy to refund any order if your return meets the below conditions:
- Items must be returned within 14 days of shipment received.
- Items must be unused with tags still attached.
- Items must be free from makeup and perfume, so please be mindful of this when trying them on
- We are unable to accept returned swimwear, unless the item is faulty.
- We are unable to refund any sale items but we will do our best to accommodate size swaps
- You will be refunded in your original form of payment
Sadly we cannot take responsibility if your return gets lost on its way back or for any import duties and taxes incurred. We recommend arranging a tracked courier for a safe and speedy return.
To arrange a refund, or if the item you received is faulty or not what you originally ordered, please email rachel@ artkatsura.com quoting your name and address, details of the product, the reason for return and whether you require a refund or replacement. We will then advise on how to proceed with the return.
The item is your responsibility until it reaches us. For your own protection, we recommend that you return the item or items via a tracked delivery.
- Please mark the item as a ‘Returning’ item and not as merchandise.
- Please mark the item as the cost paid and not more for insurance as this may incur customs charges for us which we will deduct form the refund.
- We cannot be held responsible for returns that are lost in transit. The cost of returning the item is your responsibility and the postage would only be refunded if the item was faulty and only if we are notified within 14 days of receipt.
In the interests of fraud prevention, your refund will be issued by the same method that you paid within 28 days of receipt of the return.
Fashion Testing Service
All items sent under this service are free of charge to the customer as part of our Fashion Testing Service. These items are none exchangeable and we are unable to refund shipping charges if you are unhappy with the prodcust provided. In exchange for the free itmes you agree to take photos are share feedback so that we can imrove our qaulity and designs.
To call our customer service line please call us on +44 (0)1892 800528