Return policy

Return Policy

At Kate Essence, we want you to feel entirely confident in your purchase. If, for any reason, you’re not fully satisfied with your order, we accept returns within 15 days of item delivery.

This policy applies to all products, including sale items. Our goal is to make the return process smooth, fair, and transparent.

1. Return Eligibility

To be eligible for a return:

  • The item must be in original condition
  • Must be unworn and unused
  • Must include original packaging
  • You must provide photo or video proof of the item as received

These materials are required to verify the return condition and speed up the approval process.

Returns without proper documentation will not be accepted or processed.

2. Initiating a Return

To request a return, follow these steps:

  1. Email support@kateessence.com
  2. Include your order number, reason for return, and photo/video evidence
  3. Wait for our team to review your request
  4. Upon approval, you’ll receive return instructions and the nearest return address

We do not accept packages returned to us without prior authorization, under any circumstances.

3. Return Shipping

Return shipping is 100% covered by us. We’ll provide proper instructions and labels if required.

Please ensure your returned product is packaged safely. We are not responsible for items lost or damaged in transit when improperly packaged.

4. Refund Process

Once your return arrives at our distribution center:

  1. We inspect the item
  2. If accepted, the refund is approved
  3. A confirmation email is sent
  4. Refunds are issued to the original form of payment

Depending on your bank or payment method, refunds may take 3 to 10 business days to be reflected.

If tracking shows the delivery and more than 10 business days have passed, please contact us for assistance.

5. Exchanges

We do not process product exchanges directly.

If you wish to receive another size, model, or variant, please:

  • Return your current item
  • Place a new order after the refund is processed

In rare cases, we may offer a free size replacement. Contact us to check availability and eligibility.

6. Cancelations and Order Changes

Orders cannot be canceled once placed, as our system begins auto-processing shortly after checkout.

If you noticed a mistake (address, product, variant), email us immediately at
support@kateessence.com — we may still be able to edit your order if it hasn’t shipped.

Past this point, you will need to wait for the delivery and request a return.

7. Damaged or Incorrect Items

Please inspect your package upon arrival. If you receive:

  • A damaged item
  • The wrong item
  • A defective product

You must contact us within 3 days of receiving the order with clear photos or a video showing the issue.

Once verified, we’ll offer a replacement, refund, or alternative solution at no extra cost to you.

8. Items You Can Return

All products purchased at Kate Essence are eligible for return, including:

  • Sale items
  • Limited-edition pieces
  • Gifted items with proof of purchase

We do not have non-returnable items.

9. Products Lost in Transit

If your order tracking hasn’t updated in more than 15 business days, please contact us.

We’ll investigate with the courier and offer a solution based on the situation (replacement or refund). We ensure our customers are not penalized for courier issues.

10. European Union – Cooling Off Period

If you're located in the EU, you are entitled to a 14-day right of withdrawal, even without giving a reason. This period begins from the day you receive the goods.

To exercise your right, contact us within 14 days, and return the item in the same condition in which it was received.

This policy coexists with and does not reduce your 30-day return period already offered.

11. Responsibility on Returns

The customer is expected to:

  • Use appropriate packaging that protects the item in transit
  • Follow the instructions provided in the return email
  • Ship the item within the deadline specified in the return approval

We are not responsible for delays caused by customer non-compliance.

12. Questions and Support

For any order-related issues or questions about our return process, you can always reach us at:

📧 support@kateessence.com

Return requests are usually answered within 24–48 business hours. We’re here to help you.