Refund policy

What is your return policy?

At Kathy-Lou, your satisfaction is our priority. If you're not completely happy with your purchase, please don't hesitate to reach out to us. We're here to resolve any issues swiftly and ensure a positive experience for you.

Returns and Refunds

We offer refunds on all items within 14 days of purchase. Unfortunately, if more than 14 days have passed, we are unable to process a refund or exchange.

To qualify for a return, the item must be unused, unwashed, and in its original condition as received.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at kathylouxx@gmail.com. Please note that returns will need to be sent to the following address: 61 New Street, Lismore, Co. Waterford, P51 N903

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at kathylouxx@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
We accept returns if the provided care instructions have been followed. Please refer to our Care Instructions page for details on how to properly care for your Kathy-Lou garments.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
Due to Kathy-Lou creating one of a kind handmade clothing a like for like may not always be available. Incorrect washing may cause shrinkage, fading or bobbling. Unfortunately refunds or exchanges are not offered on clothes which have been damaged from using different washing methods. 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at kathylouxx@gmail.com.