Returns & Refunds
At Kartel Fam, we want you to feel confident with your purchase. As many of our pieces are vintage or pre-loved, please read each product description, measurements and condition notes carefully before ordering.
Right of withdrawal
You have the right to withdraw from your online order within 14 calendar days of receiving your items, without giving a reason.
To start a return, email us at support@kartelfam.com within 14 days of delivery and include your order number. We will send you the return instructions.
Return conditions
- Items must be sent back within 14 days after you notify us that you wish to withdraw from your order.
- Items must be returned in the same condition in which they were received.
- Items must be unworn other than for trying on, unwashed, undamaged and with original tags or packaging where applicable.
- You may inspect and try on an item as you would in a physical store.
We may make a deduction from the refund if an item has been handled beyond what is necessary to check its nature, characteristics or fit.
Return shipping costs
Unless an item is faulty, damaged or significantly different from its description, the customer is responsible for the cost of return shipping.
We recommend using a tracked shipping service, as Kartel Fam cannot accept responsibility for returned parcels that do not reach us.
Refunds
Once we receive your return, or proof that it has been sent back, we will process your refund to the original payment method.
Refunds are issued within 14 days of receiving your withdrawal request. We may wait until the item has been returned or proof of return has been provided.
Your refund includes the item price and the cost of standard delivery. Any upgraded delivery option is not refundable.
Exchanges
As many of our pieces are one of a kind, a direct exchange for the same item may not be possible. Contact us at support@kartelfam.com and we will do our best to help you find an alternative.
Faulty or incorrect items
If your item arrives damaged, faulty or significantly different from its description, contact us as soon as possible at support@kartelfam.com with your order number and clear photos of the issue.
This policy does not affect your statutory consumer rights.