FAQ

DO YOU ACCEPT RETURNS/EXCHANGES?

At this time all garments are made to order and final sale. We do not accept returns or exchanges. If you are absolutely unsatisfied with your purchase we can issue a a store credit. This policy also applies to all other merchandise on the site. 

WHAT SIZE SHOULD I ORDER?

All pullovers & tees are unisex, and therefore run larger than a women's fit. If you are looking for a wearable-oversized fit, go with your usual size. If you're looking for an extra cozy, more dramatically oversized fit, size up. If you want the sweatshirt to be more fitted, size down. All listings include a detailed size chart, so please check the measurements carefully before purchasing and don't hesitate to reach out if you are still unsure!

 

WHEN WILL MY ORDER SHIP?

Standard processing time is 1-4 weeks, but this timeline is subject to change. This is because all embroidered garments are made to order and stitching time varies based on the complexity of each design. All accessories & skincare products ship out within 5-7 business days. Once your order is fulfilled & leaves our office, you will receive a shipping confirmation via email with a tracking number. 

MY PACKAGE SAYS IT'S BEEN DELIVERED, BUT I DON'T HAVE IT. WHAT SHOULD I DO?

Sometimes, packages are marked as delivered prematurely and often times show up within the next few days. If it doesn't turn up, we suggest checking with neighbors, confirming that you entered the correct shipping address, and/or inquiring at your local post office. All merchandise is shipped via USPS Priority Mail and include insurance for mis-delivered items. To file a claim with USPS for a lost domestic package, go here. Kathryn Elaine is not responsible for lost or stolen packages.

HELP! THERE'S SOMETHING WRONG WITH MY ORDER.

Oops! Even though we're always extremely careful when making and processing orders, sometimes things just slip through the cracks. If there is a problem with your order, please reach out via email at shopkathrynelaine@gmail.com or shoot us a DM on Instagram with a description of the problem and your order number.

DO YOU ACCEPT CUSTOM ORDERS?

We are not accepting custom orders at the moment due to high order volume, but we may offer them again in the future! You can follow along on our Instagram @shopkathrynelaine for updates!

WHEN IS THERE GOING TO BE A RESTOCK?

Upcoming restock dates will be announced on our social media channels, so make sure to follow us so you don't miss out!