FAQ's

How can I track my order?

All of our orders are shipped with USPS, FedEx, or UPS. For international orders your parcel will be handed over to your local postal company for delivery.

Tracking instructions: 

  1. After your order has dispatched and enters transit we will email you a tracking number.
  2. Once you receive your tracking number, it may take 3-4 days to update.

Keep in mind: You won’t get your tracking number until your order is finished processing.

How can I change my order?
  • If you need to make any changes to your order, please contact us by email at kreativekatecompany@gmail.com within 2 hours of making your purchase.
  • The subject line of this email must read “CHANGE OF ORDER” and our team will get back to you shortly.

Order variables that can be changed:

  • Size
  • Color
  • Shipping Address
How can I cancel my order?
  • We are able to accept cancellations within 2 hours of your order being placed
  • If you need to cancel your order, please email our customer service team at kreativekatecompany@gmail.com.
  • The subject line of this email must read “CANCEL ORDER” and our team will get back to you shortly.
I didn’t receive an order confirmation email. What should I do?

You should receive an order confirmation email after you place an order. If you did not receive one please check the following:

  1. Check your spam folder
  2. Check your primary, social, and promotions tabs.
  3. Verify that the email address you provided with your order is correct.
  4. If the email you provided was incorrect, please send us an email at kreativekatecompany@gmail.com with the correct email address and we’ll have the order confirmation resent accordingly.
  5. If the email address you provided was correct and you still can’t find the order confirmation after checking the previous steps, please send us an email at kreativekatecompany@gmail.com and we’ll have it resent to you.
What if I made a mistake in my shipping address?
  • If you need to make any changes to your order, please email kreativekatecompany@gmail.com within 2 hours of making your purchase.
  • The subject line of this email must read “CHANGE OF ADDRESS” and our team will get back to you shortly.

You must provide:

  • Your full name
  • Order number
  • The correct shipping address
My order status is “unfulfilled”, what does this mean?
  • If your order status is shown as unfulfilled this simply means your order has not been dispatched yet, but the payment has been successful.
  • Once your order has been dispatched you will receive an email update to confirm that your order has been fulfilled and another email that contains tracking information.
What is your returns & refunds policy?
  • Please click here to see our refund policy.
  • Photo evidence will have to be provided when notifying us of unforeseen fault or damages.
What if my order arrived damaged?
  • If your order arrived damaged, email us at kreativekatecompany@gmail.com within 7 days of the order delivery date.

  • You must provide:

    1. A clear picture of the damaged item(s).
    2. A quick explanation of the damage.

We will happily replace damaged orders free of charge!

PLEASE NOTE: if the item has been worn, washed, or used in any way, your item cannot be replaced.