The colors/pictures on the website look different between my phone, my tablet, and my computer. Which one has the right image?
While we use ICC calibrated equipment to shoot and edit our photos, most screens are (unfortunately) not ICC calibrated and may represent colors differently. If you have questions about the color or style of any item please contact customer service at email@example.com or call toll free (844) 567-2723 before placing your order.
What are your customer service hours?
Our customer service team is active during the hours of 9:00am to 5:00pm EST Monday through Friday. Our offices are typically closed during federal and bank holidays.
What happens if I order something and it doesn’t fit?
If your item doesn’t fit or you’re in need of a different size, please contact customer service for a return authorization at firstname.lastname@example.org or (844) 567-2723. Once we receive your item we will ship an exchange within 2 business days.
What happens if my order arrives damaged?
Oops! We perform a quality control check before packing each order, but sometimes defects aren't visible. Contact customer service to arrange an exchange at email@example.com or (844) 567-2723.
I placed an order yesterday and you are now having a sale, can you apply a current discount to an old order?
Unfortunately, we do not offer price adjustments on previous purchases or retroactively apply sales.
I placed an order, but I forgot to add my store credit or coupon code, what do I do?
If your order is still processing (has not yet been submitted to our shipping department) we are able to cancel your order so you can repurchase it using your store credit or coupon code.
When I return an item how will I be refunded?
All returns are store credit or exchange only, we do not offer money back returns.
What is the return policy on sale/clearance items or items sold under Kittenish Rack?
Kittenish rack items are clearance items and are final sale. Clearance items may not be returned or exchanged for any reason other than a manufacturing defect.
My order contains a preorder item, will it be fulfilled separate from the rest of my order?
No, any orders with a preorder item are held until the entire order can be fulfilled. If you need non-preorder items sooner, please make separate orders.
How many days do I have to return or exchange items?
Our return policy allows 14 calendar days from the date the order arrives at the shipping address for returns and exchanges.
Can I change or cancel an order after it has been placed?
If your item has not yet shipped, you will be able to cancel or edit your order by calling customer service toll free at (844) 567-2723 or emailing firstname.lastname@example.org.
Do you offer repair service on embroidered pieces?
Yes, if your embroidered item gets damaged or loses any beads we can have it repaired. Please contact customer service for more information at email@example.com or toll free (844) 567-2723.
How long does an order take to process/ship?
All domestic orders received before 5:00pm EST are shipped within two business days unless delayed by a preorder item. Preorder items ship on or before the time indicated in the item's description. International orders may take an additional day to process.
Where do Kittenish items ship from? Can I pick up my order at the warehouse?
Our main warehouse is located in southern Connecticut. At this time we do not allow customers to pick up orders locally.
I live outside of the United States, will you ship to me?
Absolutely! We will ship products anywhere FedEx allows.
Do I have to pay duties & taxes on international orders?
Yes, the import duties and taxes are paid by the customer.
Do you ship to APO/FPO/DPO destinations?
Yes, however the post office does not guarantee delivery times. Military customers should be aware that USPS does not always offer an insurance option when shipping military mail; we can not be held liable for lost or stolen packages sent to military addresses.
Do you offer free shipping?
Members of our rewards program that have reached "Gold" status get free shipping with any order. Additionally, any order over $400 is eligible for free shipping.
What shipping companies are used?
Most orders are shipped by FedEx. All orders sent FedEx SmartPost are fulfilled by FedEx then delivered at the final destination by USPS. All orders that qualify for free shipping are sent via USPS. Any exchanges or returns are shipped via USPS. At this time we do not offer shipping via UPS.
How long does delivery take?
Delivery times will vary based on location and shipping speed selected at checkout.
Flat Rate Shipping or SmartPost - Estimated 2-8 Business Days ***
FedEx Ground/Home Delivery - Estimated 1-5 Business Days*
FedEx Express Saver- 3 Business Days; Delivery by 4:30pm**
FedEx 2 Day- 2 Business Days; Delivery by 4:30pm**
FedEx Priority Overnight- Next Business Day Guaranteed; Delivery by 10:30am**
**Delivery times are to most destinations***Valid ONLY for orders shipped within the continental USA.
Returns and Exchanges Policy
What Items You Can Return:
Non-clearance items can be EXCHANGED or RETURNED for STORE CREDIT ONLY. We do not offer money back refunds on any purchases. Clearance items may only be returned if there is a workmanship defect.
We have the right to deny returns if they do not meet our return policy and the item will be returned to customer.
Please ensure that you are not wearing perfume, makeup or deodorant when trying on items of clothing, which may leave a scent or marks on the item.
How To Return or Exchange an Item:
Please return items in their original packaging, including: hangers, plastic wrap, hang tags on garments and dust bags. You must return the item within 14 days of receiving your purchase. A prepaid shipping label is included in all orders shipped within the United States. Please note, that you will be charged for the use of our return label.
1. Please email us at firstname.lastname@example.org or use the contact us page to request an exchange and we will assign you an RMA#. We will send you a prepaid shipping label to return your merchandise.
2. Complete the return form included in your order and securely repackage your merchandise. Affix the prepaid shipping label and drop off your package at your nearest FedEx or USPS location depending on which label is issued to you. Please keep top portion of label for your records and tracking.
If you choose not to use the prepaid label, please mail your returned item to:
Kora Rae Clothing
19 Willard Road
Norwalk, CT 06851
3. Include in your package all original tags and a copy of the invoice with the RMA# and reason for your return or exchange.
4. You will receive an email once your return or exchange has been processed. Please allow 5 business days from the time we receive your return for it to be processed.
If your clothing item is in new, unwashed and undamaged condition, you also have the option to exchange your clothing item for a different size or color. You will not be subject to a restocking fee, but you may still be subject to pay return shipping.
Any returned items that have been worn, damaged, washed or altered from their original condition, or items without their tags attached will not be exchanged or refunded and will be returned to the customer.
All items returned using the prepaid return shipping label will be charged unless an exception is made by our customer support team. If such shipping fee is applicable, it will be deducted from your store credit at the time it is processed. We do not refund the original shipping and handling paid on the order unless the item was defective or an exception was made.