Returns & Exchanges

PLEASE CAREFULLY READ THROUGH ALL RETURN TERMS AS YOU ARE AGREEING TO THESE TERMS WHEN YOU MAKE A PURCHASE FROM OUR WEBSITE.

The return terms herein are in addition to, and does not affect, the separate legal right of withdrawal which is available only to European Economic Area (EEA) Consumers in some circumstances. Please reach out to customersupport@kateliva.com if you have additional questions or need help completing a return.

HOLIDAY RETURNS

We’ve extended our returns policy for the holiday period. Eligible orders placed between 18th November 2024 to 20th December 2024 have a 45-day return policy for a store credit. For a monetary refund back to your original payment method, 30 day returns policy remains. Orders placed after 21st December 2024 are subject to our 30-day returns policy.

CHANGE OF MIND RETURNS

If you have a change of mind in respect of a purchase (e.g. you no longer want the product), we will accept a return within 14 days of purchase and provide you with a credit note or refund in accordance with this returns policy and terms. Goods must be unwashed, unworn and in their original purchase condition with original tags still attached with no signs of being removed and re-attached. The following items cannot be returned for change of mind reasons only (unless it’s a Deficient Product, as defined below):

• e-vouchers and gift cards.
• products marked “final sale” when purchased.
• underwear, lingerie, bodysuits, products that have inbuilt underwear sewn into them, and swimwear (including one pieces and sets) if supplied with an original hygiene sticker where that has been subsequently removed or displaced.
  
• products returned in a condition other than their original condition.
• products returned without their tags attached.
• products not in their original packaging.
• products that appear to have been worn, smell of perfume, smoke, deodorant or body odour.
• products that are marked or damaged in any way, that includes, fake tan, deodorant or makeup.

For the avoidance of doubt, returns of Deficient Products, as defined below, are not restricted in the above way and are dealt with below.

Shipping costs are not refundable for change of mind returns and you are responsible for the costs of shipping the products back to us.

Returns are usually processed within 3 business days of receipt and you’ll receive an email detailing your return once this has been completed.

Our returns department has the right to refuse any returned item (not being a Deficient Product, which is dealt with below) that does not meet the original condition, in which case we may require you to pay our reasonable postage costs before we return the item to you.

RETURNS PROCESS

To return the product, please send it back to our business address in its original condition and send us the tracking number: info@kateliva.com

Address:

KateLiva
Viale Monte Santo 8
20124 Milan Mi
Italy

DEFICIENT PRODUCT RETURNS

 All Goods are thoroughly inspected to ensure they are in a sellable condition prior to being sent to the Customer. However, if the Customer discovers that a Good is faulty or damaged (“Deficient Product”), the Customer must notify us within a reasonable time frame. If we inspect the Goods and confirm that there is a fault, we will accept the return and provide you with an exchange, repair, credit note or refund (at your election) using your original payment method.  However, we reserve the right not to offer a credit note, exchange or refund where the goods have become of unacceptable quality a result of your misuse, damage or neglect.

If you believe an item you've purchased from us is a Deficient Product, contact us at customersupport@kateliva.com with (if applicable) images and other descriptions of the fault or deficiency.

Deficient Products can be returned within a reasonable timeframe (the length of which may depend on the circumstances) subject to proof of purchase (or where we have details of your purchase in our system).

Once you’ve submitted your return request, we will contact you with details of your return so that you can send your item(s) back to us. Deficient Product returns are usually processed within 3 business days of receipt and you’ll receive an email detailing your return once this has been done.

We will cover the packaging and postage costs associated with you returning a Deficient Product. However, you are liable for any delivery costs if we reasonably determine that returned product does not meet the criteria for being a Deficient Product.

CREDIT NOTE AND REFUNDS

All returned orders will at our option, be issued with either a credit note or refund to the value of the item(s) returned, less any shipping costs (other than Deficient Product, where we will be responsible for these costs and will provide a refund where you request it instead of a credit note).

LOST OR STOLEN RETURNS

Please note, we are not responsible for lost, stolen or undelivered returned parcels. Once you purchase an item, the risk of loss and title for the items passes to you upon our delivery of the product to the carrier for initial delivery. 

EXCHANGE

For alternate size/style the fastest way to ensure you get what you want is to return the item you have, once your items are inspected by the returns team, you’ll get your store credit notification via e-mail.