Our products are all hand-made with love and attention to detail, but we know they are not always perfect. If there's a product defect, you can submit a return request within 28 days from the date you've received all your items.
How to submit a return request?
Is there a product defect with your order? Please message us on the inbox(recommended) or email us at email@example.com the following information: Order number, Full name, Email address, Returned item(s), Reasons for the return, Photos of the returning item(s), Store credit or refund to original payment method?
We will process your return request within 2 business days. Once it's approved, we will provide you with the return instructions.
Please note that we are only accepting returns for product defects. Refunds cannot be guaranteed without prior photographic evidence of the issue.
If you find that your order information is wrong, please contact us at firstname.lastname@example.org with your order number and correct information as soon as possible. Please refer to our order cancellation page for details.
Return shipping costs are not covered by CATCHALL, and we are not able to provide a shipping label for the return at this time.For your convenience, we suggest using your local post office and choosing a service with a tracking ID.
CATCHALL is not responsible for any failed delivery attempt caused by the negligent behaviors of customers. Negligence includes but is not limited to, refusal of shipment confirmation and incorrect consignee's information (such as order address, contact number, or consignee's name). In this case, we are unable to file a refund for you.
All item(s) must be unworn and in the original condition with the original packaging and all tags attached. Any garments that appear to have been worn, washed, or altered in any way will not qualify for a refund. The original shipping cost (if any) is non-refundable, in most cases.
If your return does not adhere to the requirements it may be sent back at additional cost to the customer.
You can choose to receive the refund via store credit (valid for 12 months) or your original payment method. See below for details:
Store credit: This is the fastest way! You will receive the store credit within 1 business day after the return package arrives at our warehouse, and you can use it on any item on our website. Please note that our store credit cannot be refunded as cash or transferred to another person.
Original payment method: We will initiate the refund within 2 business days after the package arrives. You will receive a receipt confirmation via email once your returned package is processed. Refund time for credit/debit card payments varies depending on your bank. Please allow up to 7 business days for it to show up in your bank account.
Unfortunately, we don’t offer exchanges at the moment. But you can always place a new order and initiate a return. Your refund will be processed as soon as we receive the returned package.
Don't hesitate to reach out to us at email@example.com or the chat box on our website!
Q: What if I'm not sure what sizes I should wear as I can't return the item if it doesn't fit?
A: Don't worry! If you have any questions about sizing, our customer service team is here to help! Please reach out to us via social media messages, the chat box on our website, or our email (firstname.lastname@example.org) with the products you are interested in and your measurements. We will recommend the best size for you based on the material and design of the products.
Tip: You can also consult the size that our model wears for that product, which can be found on all product description pages.
Q: What counts as a product defect?
A: At CATCHALL, we conduct thorough quality control checks on every item to make sure you receive the best quality. In the unlikely event of a quality issue, we are happy to provide a full or partial refund based on the issue. Quality issues include but are not limited to: broken, skipped, or missing stitches; significant defects in sizing; open seams' incorrect stitches per inch; etc. As all of our products are hand-made, small manual errors such as loose threads may occasionally occur. If the issue doesn't affect the usability of the product, we are unable to provide a full refund.
Q: My order arrived too late. Can I return?
A: While we do our best to process and ship out every order, there are many uncontrollable factors in international shipping, especially during COVID-19. As stated in our shipping policy, we are not able to make any delivery time promise at this time. Therefore, we are also unable to provide a refund for items that arrived late. If the rare events where the processing time takes too long, we will provide a partial or full refund to the order on a case-by-case basis.
Q: I simply don't like the product I receive. Can I return?
A: We are sorry to hear that you are not 100% in love with your order! As much as we'd love to accept returns for them, we don't have the budget to process return requests like this as a startup brand. At this time, we sadly can't accept any return requests other than quality issues. But as we grow, we will continue to search for sustainable ways to return for any reason. As a female and minority-owned startup, we really appreciate your understanding and support.