Refund policy

1. Eligibility for Returns

• Custom Orders: Because each bag is handcrafted to your specifications, we generally do not accept returns or exchanges for custom-made items.

• Exceptions: Returns may be accepted if:

  • The product arrives damaged or defective.

  • The bag received is significantly different from the order details (e.g., wrong color or personalization).

2. Timeframe

• Customers must notify us within 7 days of delivery if there is an issue with their order.

• Requests made after this period cannot be accommodated.

3. Condition of Returned Items

• Items must be unused, with all original packaging.

• Products showing signs of wear or damage caused by the customer will not be eligible for return.

  4. Refunds & Exchanges

  • Approved Returns: Customers may choose between:

    • A replacement bag (corrected to match the original order).

    • A refund issued to the original payment method.

  • Refunds will be processed within 10 business days after the returned item is received and inspected.

  5. Non-Returnable Items

  • Personalized features such as monograms, custom colors, or unique design requests cannot be refunded unless defective or incorrect.

  • Sale items and gift cards are non-returnable.

  6. Shipping Costs

  • Return shipping costs are the responsibility of the customer unless the item was defective or incorrect.

  • In cases of defective or incorrect items, we will provide a prepaid return label.

  7. How to Initiate a Return

  • Contact our Customer Support Team at olga@katan-fashion.com with:

    • Your order number

    • Photos of the item showing the issue

    • A brief description of the problem

  • Our team will review your request and provide next steps.