Returns Policy: Apparel

To exercise this right of a return, the customer must send Katoa S.r.l. notice of withdrawal no later than 14 working days from the date of receipt of the goods. All items must be unworn with the original tags attached. All items are returnable, except for the following: headbands, string/ thongs, headwear. 

We reserve the right to return any item that does not comply with our return policy.*

*ITEMS CAN BE DENIED FOR RETURN IF ANY OF THE FOLLOWING APPLY: 

• Washed and/or worn
• Deodorant marks
• Stains of any kind
• Excessive wrinkling
• Detached size/wash & care tags (not hang tags)
• Animal/human hair
• Lingering odor, such as smoke, cologne, or detergent 
• Any visible wear or damage
• Damage from external forces 
• Request has been sent later than 14 working days from the date of receipt of the goods

Please note we are unable to refund initial or return shipping costs, or Duties & Taxes. Please refer to the Returns & Exchange Process Below for more information on how to return your items.

Returns Policy: Beauty & Wellness

To exercise this right of a return, the customer must send Katoa S.r.l.. notice of withdrawal no later than 14 working days from the date of receipt of the goods. Please consider that the consumer customer, pursuant to the Consumer Code, cannot exercise the right of withdrawal if it is found:

• The opening of the product, which therefore compromised its integrity;
• The absence of elements that are part of the product (e.g. case, cap, dispenser, etc.) ;
• Damage to the product;
• Used product
• Goods returned beyond 14 working days which represent the maximum return period.

Please note that the shipping costs related to the return of the goods are borne by the customer as provided for in Article 57, paragraph 1, of the Consumer Code. 

How to submit a return request

Click the profile icon in the store's navigation, or click the log in link below, and then request a return.

1. Log in to your account:
1. In the Email field, enter your email address, and then click Continue.
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click Request return. If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. There is a standard flat rate shipping fee of 6 euro for all returns. After the product is returned and processed, if it meets the requirements in the return policy, you receive a refund for the item you ordered (shipping fees not included). 

Returns Processing Times

Once we receive your return in the warehouse, please allow 5-15 business days for your return to be processed, plus 3-5 additional business days to see the refund reflected on your bank statement. If you choose to return for a full refund, you can expect the refund to be received by your bank or credit card account within 3-5 business days once the return has been processed at our warehouse. Processing times vary and are subject to your bank. If you paid with any other payment method, your refund will be issued to the original form of payment. We will notify you via email once your return has been processed. * If your return does not comply with our policies above, you will be notified by email.

Do you offer exchanges?

We’re so sorry, but we are not able to process exchanges or refund shipping costs. If you need a different size, color, or item, simply follow our returns process for the item/items you no longer want and place a new order for the item/items you do want.