Delivery and Returns Policy

Thank you for shopping with Karolina Couture Lingerie. We hope that you enjoy your designer lingerie purchases.

Delivery takes 2-4 weeks as each item is individually made. In case of fabric needing to be ordered, customers will be advised upon placing their order of the new expected delivery timeframe. 

We understand that sometimes you may need to exchange for a different size or need a refund if you receive a faulty item. We are happy to exchange your items for alternative sizes (except for briefs and g-strings) or refund if an item is found to not meet our high quality standards.

 

Please follow the washing and care instructions sewn in your garments carefully as these items are made from delicate silks and laces. We cannot offer you exchange or refund if you have not followed the care instructions.

 

Exchange

For purchases shipped to an address in Australia:

 

If you find the items you have purchased are the wrong size or are faulty please email info@karolinacouture.com.au with details of your purchase. We will respond to you promptly and email you an Exchange Form to complete and return within 21 days of our original shipping date. After you placed your online order you would have received an email confirming your order and advising that your item is in shipment. The date in this email is the original shipping date. Please understand that we cannot take responsibility for the method you choose to return these items and we cannot send you an exchange item if we do not receive the original purchase item from you.

 

We must receive your items in original condition which includes the following:

  •  All tags attached

  • Items must not have been worn, altered, washed or damaged in any way.

  • Return items with a copy of the invoice and original guarantee certificate

  • Please return item in the Karolina Couture Lingerie cotton voile bag it was sent in.

  • Unfortunately we cannot offer exchange of g-strings and briefs for hygiene reasons.

  • If you need to exchange items we ask that you pay for the postage charges for us to send you the newly selected items.

  • The postage charges for you to send us any items for exchange are at your expense so please choose your sizes carefully.

 

For purchases shipped to an address outside of Australia:

  • The same applies to purchases shipped to addresses outside of Australia but the time period is 60 days from the original shipping date.

Refunds

We cannot refund your purchase if you change your mind or have ordered an incorrect size. If you need another size we can exchange your item for the correct size. Please note that we are not able to refund you for the cost of postage.

 

If you decide to cancel your order refunds will be made within 30 working days after the cancellation date of an order.

 

Please read the Faulty Products section for further details on Refunds.

 

Faulty Products

Should any item that you purchase from Karolina Couture Lingerie be faulty, we are happy to replace the item or if this is not possible, provide you with a full refund for the item. Please send the item to us with a completed Faulty Product Form.

 

Once we receive your item, we will inspect it and if we conclude that it is faulty and has not been tampered with, we will send you a replacement item at our expense. If a replacement item is not available we will refund you for the value of the item within 30 business days of receiving the faulty item.

 

Please ensure we receive your items within 21 days of our original shipping date (or 60 days for our International customers). You will need to return the item with a completed Faulty Product Form (this will be emailed to you after you contact us at info@karolinacouture.com.au with details regarding your purchase). Please understand that we cannot take responsibility for the method you choose to return these items and we cannot refund you for items that we do not receive.

 

 

We must receive your items in original condition which includes the following:

  • All tags attached

  • Items must not have been worn, altered, or damaged in any way.

  • Return items with a copy of the invoice and original guarantee certificate

  • Please return item in the Karolina Couture Lingerie cotton voile bag it was sent in.

  • Items must be returned within 21 days of our original shipping date (or 60 days for our International customers).

  • Although we cannot offer exchange of g-strings and briefs if you purchase the incorrect size, for hygiene reasons, if the g-string or brief is faulty we are happy to replace them.