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FAQs
Find answers to our most frequently asked questions below. If you can't find what you're looking for please contact us and we'll get in touch with 24 hours.
DELIVERY & ORDER TRACKING
What country do you ship to?
For the moment in Switzerland, France and Belgium but do not hesitate to contact us if you wish to order and you are not in the countries listed.
What is the cost of delivery ?
Delivery is free from 100 CHF in Switzerland and around 100 Euros in France & Belgium.
What are the delivery times ?
For Switzerland the delivery time is 3 to 5 (working) days.
For France and Belgium, the delivery time is 6 to 8 (working) days.
Please note that preparation times for your order may be longer during collection launches or during busy periods such as the holiday season.
When it comes to pre-order, it is necessary to refer to the date announced in the product sheet.
How to track my order ?
An automatic shipping confirmation email with tracking number is sent to you when the package has been dropped off at the post office.
RETURNS & REFUNDS
Can I make a return?
You have a period of 14 days after receipt of your order to return your parts to us for reimbursement or credit, if they are not suitable for you. ​For any request, please write us an e-mail at hey@katoune.ch
For the return to be accepted and the refund to be accepted, your order must be returned in its original packaging, with the tag attached, the clothing unworn and unwashed.
Thereafter, you will receive an email to notify you when the refund has been made. Count approximately 7 to 10 working days to allow time to process your return package. Note that the reimbursement of an order paid for with an e-gift card, a gift card or a credit note will be automatically carried out with a credit note.
The cost of sending your package back is your responsibility.
Can I exchange an item?
No, exchanges are not possible. We invite you to reorder on the e-shop and return the items that do not match.
Can I get reimbursed?
You can get a refund if your order does not suit you. We invite you to write to us at hey@katoune.ch
However, items returned without tags, damaged, soiled or already worn will not be refunded.
The refund will be made within a maximum of 15 days after receipt and inspection of your item on our premises.
PAYMENT
How can I pay?
You can pay by credit card (Visa, Mastercard) and by Paypal.
Is the payment secured ?
Payment is secure and is made through us Stripe. We are committed to respecting your data and never keeping or reusing your banking information.
When will I be charged for my order?
The debit will be made upon validation of your order.
CONTACT US
How to contact you?
We will be delighted to be able to exchange with you via the email address hey@katoune.ch or directly via our social networks, Facebook or Instagram, the links of which you will find at the bottom of the page.