FAQ
I have received a damaged or faulty product
Our apologies! Please get in touch with our support department within 24 hours after receiving your order via hello@katherinaloretta.nl. Please send us some pictures of the issue and your order number. We will do our best to send a replacement if we have it in stock. Either way, we will find a suitable solution.
I am missing a product in my order
We advise to get in touch with our support team via email. We understand that this is very inconvenient and we will do the best we can to ship the missing article if we have it in stock.
I received the wrong product
We strive to process your order as carefully as possible, but it can happen that a mistake is made. Please get in touch with our support team via email and we will do our best to ship the right product, if we still have it in stock.
The product is different from the website
We do our best do display all our products in their true colors. However sometimes this can be slightly different. Have doubts? Please get in touch with us via email and we will do our best to provide the best advice.
Do I need to set up an account to order something online?
No, you don’t need an account to order at our online store. You can checkout as guest or register as customer.
What payment options are available?
At Katherina Loretta there are different payment options: iDEAL, PayPal, Visa, MasterCard, Maestro, American Express. Our transactions are carried out by Mollie. You will see this name on your account. If you happen to have a Katherina Loretta Gift Card, you can use it to pay for your order. The KL Gift Card cannot be exchanged for money.
I entered the wrong address with my order
If you are lucky, your package is not yet in the transit, so we can change the address at our carrier. We will do our best to help you but if the package has already been shipped we won't be able to do anything.
Can I still change my order?
After your order has been placed, it will immediately be forwarded to our warehouse. Unfortunately, your order can no longer be changed. If you contact customer service quickly, it may be still possible to cancel the order.
I haven't received a confirmation email yet
Unfortunately, we cannot always prevent e-mails from us ending up in the spam box. Always check first if the mail you are missing is in there. If not, you can always contact us by mail. For payments via Paypal, iDeal or credit card, the confirmation email will be sent immediately. If this is not the case, please inform us by mail, hello@katherinaloretta.nl
Can I pick up my delivery?
Unfortunately this is not possible. Sorry for the inconvenience.
Can I track my order?
You will receive a link via DHL with which you can follow your parcel. As soon as your package has left our warehouse, you will receive an email with a link that enables you to follow your package.
What are the shipping costs?
We would like to refer you to our overview in the delivery page for more exact information
Do you also deliver during weekends?
For our orders within The Netherlands it is possible to get your order delivered on Saturday. Be aware that this is a goal and that it is not always possible to guarantee this. Orders placed in the weekends will be processed the first Monday after and you will receive the package the latest on Tuesday. For our orders outside The Netherlands, it depends per carrier if they are able to deliver in the weekends.
What is the estimated delivery time?
The estimated delivery time depends on the shipping country. Once your order has shipped, you will receive a shipping confirmation with tracking number.
My order is delayed
We do our best to ship your order within the given estimated delivery time. However, small mistakes can happen and several factors may cause a small delay. No worries, our support team will assist you when needed. You can reach us by email. hello@katherinaloretta.nl
My package is missing
If this happens, please let us know as soon as possible via email! The standard procedure will contain a research with the carrier to see where your package is. This can take about 8 business days. We kindly ask you to check up on your neighbours in the meantime
What is your return policy?
If you would like to return one or more items within 14 days, the buyer is responsible for the costs. We advise to send your return parcel with a track & trace code. It is possible to return your order, only if the article is in the same state as received. Think about the tags that still need to be attached.
Please use the return label enclosed with your order. You can drop off the package to any near Post service point.
For orders outside The Netherlands, please return your package with an insured shipment and hold on to the tracking code. This will be your proof when your return order is lost. If you don’t have this tracking information, Katherina Loretta cannot be claimed responsible for lost packages.
The return shipment must meet the following requirements:
1. A fully completed return form must be enclosed, which you will receive with your order
2. The article is complete, not used, worn or damaged
3. The original cards and labels are attached to the article
4. The items must be in the original packaging
Return address:
Katherina Loretta
Returns
Cannenburgerweg 63C2
1244 RH Ankeveen
The Netherlands
Please use the return label enclosed with your order. You can drop off the package to any near Post service point.
For orders outside The Netherlands, please return your package with an insured shipment and hold on to the tracking code. This will be your proof when your return order is lost. If you don’t have this tracking information, Katherina Loretta cannot be claimed responsible for lost packages.
The return shipment must meet the following requirements:
1. A fully completed return form must be enclosed, which you will receive with your order
2. The article is complete, not used, worn or damaged
3. The original cards and labels are attached to the article
4. The items must be in the original packaging
Return address:
Katherina Loretta
Returns
Cannenburgerweg 63C2
1244 RH Ankeveen
The Netherlands
Have you received my return shipment?
As soon as we receive your package, it will be processed in our system and passed on to Mollie. Depending on your payment method, the amount will be transferred into your account again within 10 working days. With a credit card payment, you will usually see the amount on your next overview. Once we have received your return shipment, you will be notified via email.
Can I exchange my order?
Unfortunately this is not possible.
I forgot my password
Click on the "forgot password" link in the login screen. Enter your email address here. You will receive an email with instructions and a link to reset the password. Enter a new password of your choice and confirm your new password. After doing this, you will see a notification at the top of your account page stating that the password has been successfully changed.
How can I unsubscribe from the newsletter?
This is possible by clicking on the 'unsubscribe' link at the bottom of the newsletter.
Is it possible to make a manual transfer through my bank?
Unfortunately, it is not possible to make manual transfers by bank.
How long will it take until my money is refunded?
Your purchase amount will be refunded within 7 working days after receipt of your return.
Do I need to set up an account to order something online?
No, you don’t need an account to order at our online store. You can checkout as guest or register as customer.
I have added the wrong shipping address, how do I change it?
Please contact us via email as soon as possible to change your shipping address. The shipping address can only be changed before the order has been shipped.
How do I cancel my order?
Unfortunately it is not possible to cancel your order or item after you placed your order online. However, you can return you order at any time within 14 days and you will get a full refund.
I have a promotional code but it doesn't work, and now?
Make sure you type the code exactly. Better to cut and paste it. Also pay attention to capital letters, numbers and hyphens. If it still doesn't work, please contact us by email.
Can I place an order by phone?
Unfortunately it is not possible to order by telephone only order via the Katherina Loretta webshop.