FAQs

 

YOUR NAVIGATION THROUGH KATOUCH WEBSITE? 

Dekstop

Navigating through desktop allow you a better in-store experience 

Androids 

These devices are the most used , so for your convenience while on a go, we have ensure that our online boutique is Android devices friendly , for better visual use landscape orientation. 

BUYERS/TRADERS

Do you offer wholesale options?

Yes, please click on Lookbook page and submit your inquiry. One of our support team will get in contact with you. 

Note that in order to keep the quality of our products we can only provide :

Garments: between 10 to 100 pieces from size(uk) 6 to size 16

jewellery: between 10 to 50 pieces 

accessories : between 10 to 50 pieces (only ready to wear)

 

COUTURE ITEMS

What is the difference between your couture items and the ones from other brands?

We believe in designing items for the practicality of people's lives , therefore we ensure to make sure that our items does not appear or feel as a costume, but something enjoyable to wear. Couture items would be dispatched within 1 week after request is approved.

 

LOOKBOOK

How to view the lookbook?

It is very simple , once you over on the icon a text would notify you what it is for , we recommend that you watch it full screen for a better experience, by clicking the ? it will tell you how navigate through. there are a lot of features like download , share .. that helps you keep record of it.

KEEPING IN TOUCH

How do I subscribe to the newsletter?

Subscribe to the Katouch newsletter by registering your e-mail address on the contact page . You will be informed of our exclusive offers and news.

What should I do if my promotional code doesn't work?

please contact our knowledgeable and helpful Customer Care team or by phone at +447593590352

How can I contact the Katouch Customer Service Team?

please contact our knowledgeable and helpful by clicking on Customer Care team, by phone on +447593590352 or use our live chat . 

LIFESTYLE

What is your lifestyle page about?

Our lifestyle page showcase different forms of arts from different artist, you may wish to commission, if so please contact our knowledgeable and helpful by clicking on Customer Care team, by phone on +447593590352 or use our live chat . 

This page also offers you decorative items that you can purchase

PERSONALISE OPTION

Why most of Katouch's items have to be personalised?

We wish you to have a shopping experience of quality and a suitable product according to your need. Also this process help to minimise waste therefore contributing in saving some of our planet resources. 

 

PRICING, ORDERING & SHIPPING

Does Katouch offer fabric swatches?

We know it can sometimes be difficult to decide on fabric choice or color, especially with so many heritage rich choices to choose from. That's why we make it easy for you when using our personalise tool found on selected items, so you can see the Katouch difference for yourself.

Simply customise the item to your preference and once saved you will see the option to send this request to our ateliers where they will communicate with you to make sure your selection is perfect for you.

If choosing a couture garment then swatches can be sent to you. Charges like swatch fee and delivery may occur.

I've forgotten my password; how do I connect to my account?

When you click on the forgotten password link, provide the e-mail address which was used to create your account. You will receive your password by e-mail shortly after. If you have any problems with this, please don't hesitate to contact our knowledgeable and helpful Customer Care team.

I love Katouch! How do I place an order?


Create a katouch account By clicking on account to ease any future shopping and also ensure that your Wishlist, order history ...are all well archived. When ready to purchase, add the or all items you’ve fallen in love with, and follow the prompts to complete your checkout! Make sure to double check your shipping information before you finalize your order. Once we receive your order, we’ll send you a confirmation email with your order number and a copy of your paid invoice. 

Give Us a Call:
 please contact our knowledgeable and helpful Customer Care team or Chat live with us, if you any specific inquiry.

What forms of payment do you accept?

  • PayPal
  • Visa
  • MasterCard

Do you offer discounts?

We encourage you to sign up for our Newsletter and follow us on Instagram to be the first to hear about any upcoming promotions and new product information.

How long will it take to get my order?

Please click on Shipping for timelines on different shipping methods. If your order includes in stock and backordered items, your order will be held and shipped once all items are ready to ship; if you would like some items shipped sooner,  please contact our knowledgeable and helpful Customer Care team .

Personalise item will be dispatched within 7 to 10 working days

How do I track my order?

Please click on Order tracking for information.

Do you deliver overseas?

We currently ship to the following countries:
Austria, Angola, Australia, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Lichtenstein, Netherlands, Poland, Portugal, Spain, Sweden, Switzerland, Canada and United states. We do not deliver to PO BOX

What should I do if I'm not at home to collect the delivery?

please contact our knowledgeable and helpful Customer Care team.

PRODUCTS

Are your products source ethically?

Yes , most of our products are made in-house. As far as our raw materials we ensure that our suppliers meet ethical standard , WE DO NOT SUPPORT ANIMAL CRUELTY OR UNETHICAL LABOUR. Every raw materials we source respect environmental regulations. Our suppliers are under European or American jurisdictions. We categorically condemn force labour or inadequate remuneration. 
We also do not sell to country that discriminate or criminalise any form of gender identity, or country with poor human right. 

Why most of Your items have animal names? 

We do hope that you could join in supporting the preservation of endangered species. 

 

PRODUCT REFERENCES

Where do I find product reference?

You can find your product reference also call SKU below the price of the relevant product page.

 

RETURNS & EXCHANGES

What is your return & exchange policy?

We want to ensure that you are completely satisfied with your purchase. If you are unsure about sizes or have any other questions regarding our products, please contact our knowledgeable and helpful Customer Care team before placing your order.

If the wrong product has been sent or the items are faulty, please contact our knowledgeable and helpful Customer Care team or by phone at +447593590352

The legal and contractual rights of withdrawal cannot be applied with personalised products. No return or refund will be accepted for a personalise product, nevertheless will guide for the best option available.

To make a return request, please refer to our Return center or please contact our knowledgeable and helpful Customer Care team and one of our friendly team members will be happy to assist you by providing you with instructions on how to return/exchange your item(s).

NOTE: No return or refund will be accepted for a personalised product, nevertheless will guide for the best option available.

My order is not quite right. What do I do now?

Katouch takes great pride in our product quality. For those rare occasions when a customer receives faulty, defective or mis-shipped (incorrect) items, our  customer care team is available to make things right. please contact our knowledgeable and helpful Customer Care team within 3 days of shipment receipt and we'll take care of you!

How do I cancel my order?

If your order has not been fulfilled, we will be able to cancel your order before it is shipped. If your order has already been packaged and is on its way to you, please accept the delivery, and please contact our knowledgeable and helpful Customer Care team. A member of our Customer Care team would be more than happy to assist you.

NOTE: No return or refund will be accepted for a personalised product, nevertheless will guide for the best option available.

 

READY TO WEAR 

Our ready to wear items are dispatched within 1 to 2 days upon stock availability , any ready to wear item that are customised follow the same process as the couture items 

SIZES

No stock availability in your size

Not to worry , if you can find stock available in your size , click on the personalise/stock available button , and you will be redirected to a page where you can personalise the item and send us a request which will be processed by one member of our team.

SIZING & FIT

Does Katouch offer plus size dresses?

Some of Our Ready to Wear collection comes with ready to buy sizes for 8, 10and 12. For sizes 6, 14, 16, we offer a customised option where not only size but colour and fabric can be customised too. For other sizes , please contact our knowledgeable and helpful Customer Care team.

Where can I find your size chart?

Sizes are found on the product page of each item. Should you have any additional questions or require assistance with choosing the right size for you, please contact our knowledgeable and helpful Customer Care team.

Can you accommodate specific custom requests?

All of our Couture range is fully customisable, simply click the personalise button on the product page and this will allow you to choose your specific measurements, choice of fabric and colour too, or any additional if applicable.

This is also found on some items within accessories and jewelry, where the type of stones, metal ... can be customised to your choice.

 

SUPPLIERS TERMS AND CONDITIONS

This page is better view on a desktop , you can download for your own record 

 

TAKING CARE OF YOUR KATOUCH PRODUCTS

How do I care for my Katouch garments?

Clothes
Here at Katouch, we’re all for making our customers life easier. This is why we are proud to offer a cleaning or a touch up service. 

If you wish to look after our products personally then some garments can be machine washed on a gentle cycle, but for durability we recommend sending your Katouch garments to a professional dry cleaner. Try not to wash your garments too often to keep the structure and help the fabric longevity.

Jewellery
Most of our pieces are handmade using 18 ct gold, sterling silver, rhodium or platinum and precious or semi-precious stones that are sourced ethically.

We recommend that you keep items away from contact with perfume, household cleaning products, bath, pool and sea water.

Keep your jewellery protected by storing it in its original box away from humidity.

please contact our knowledgeable and helpful Customer Care team detailing your requirements.

TECHNICAL PROBLEMS

Website does seem to work properly?

Clear your cache and cookies on your history tab, or please contact our knowledgeable and helpful Customer Care team or phone +447593590352

I haven't received my order and dispatch confirmation e-mails. What should I do?

please contact our knowledgeable and helpful Customer Care team or phone +447593590352

What should I do if I am not able to process my payment? 

please contact our knowledgeable and helpful Customer Care team or phone +447593590352