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FAQ

How can I contact KATARINA GREY?

If you have any questions, you may write us at info@katarinagrey.com and we will get back to you within 2-3 working days.

Do I need to create an account to place an order?

You can shop at KATARINAGREY.COM without creating an account. However, if you do register with us, it will help with any future purchases or in case of any inqueries, you will have your purchase history stored in your account. Additionally, you will be the first to know about KATARINA GREY events, promotions and releases.

Is my Personal Information kept private?

Please be assured that we take data protection seriously. We abide by the Spanish Organic Law of Personal Data Protection (LOPD) 15/1999, from December 13.

I forgot my login or password. What should I do?

To re-set your password, follow the “Forgot my Login/Password” instructions on the SIGN IN page. In case you have any trouble, please contact us at info@katarinagrey.com and we will get back to you within 2-3 working days.

How do I know my size?

Please refer to our size guide below, or also under the size box next to each item on the KATARINA GREY online store.

KATARINA GREY 34 36 38 40 42
France 34 36 38 40 42
Germany 32 34 36 38 40
Italy 36 38 40 42 44
UK 4 6 8 10 12
USA 0 2 4 6 8
KATARINA GREY Size Bust (cm) Waist (cm) Hips (cm)
34 82 58 86
36 86 62 90
38 90 66 94
40 94 70 98
42 98 74 102
KATARINA GREY Size Bust (in) Waist (in) Hips (in)
34 32 23 34
36 34 24 35
38 35 26 37
40 37 28 39
42 39 29 40


What if an item is marked OUT OF STOCK, will it become available again?

If an item or a size is out of stock, we will replace it as soon as posible. Some items will be limited edition pieces, these will not get replaced. Please do not hesitate to contact us in case of any further questions at info@katarinagrey.com and we will get back to you within 2-3 working days.

Do prices include Value Added Tax (VAT)?

Online store prices are shown excluding VAT.

When buying from within the European Union, all items will be charged the Value Added Tax (VAT) set by the shipping destination during the checkout process. No additional taxes or customs duties are charged for articles shipped within the European Union.

The following countries are members of the European Union:
Austria, Belgium, Bulgaria, Denmark, Estonia, Finland, France, Greece, Germany, Great Britain, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain, Czech Republic, Hungary, Cyprus (South Cyprus only).

When buying outside the EU, there is no VAT charged, however these purchases will most likely be subject to import taxes and duties at your destination

Will I have to pay taxes and duties on my purchase?

Taxes and duties are calculated depending on your shipping destination. Within the European Union there are no additional taxes or duties. When shipping to the rest of the world, there may be additional taxes and duties applied to your shipment. Our courier will contact you regarding any import taxes at destination. In that case, you will also be advised on the exact amount to be paid at delivery.

What countries do you ship to?

For the moment, we ship to the countries listed below. If your country is not listed, please contact us at info@katarinagrey.com we will do our best to accommodate your shipment.
We ship to the following countries: Autria, Belgium, Bulgaria, Czech Republic, Denmark, Finland, France, Germany, Great Britain. Italy, Luxembourg, Netherlands, Poland, Portugal, Russia, Spain, Sweden, Switzerland, USA.

What is the Shipping Time?

Once your order has been processed, shipping time varies by country. Within the European Union, shipping times will be between 1-3 business days. We calculate 2-5 business days for the rest of the world, depending on transit times and customs processing. Please note, although we try our best to deliver all orders during the estimated timeframe, delivery dates are not guaranteed.

What are the Shipping Rates?

Shipping rates vary by country. Please refer to the graph below for approximate shipping rates for packages. If your country is not listed, please contact us at info@katarinagrey.com.

Austria 12 €
Belgium 12 €
Bulgaria 15 €
Czech Republic 15 €
Denmark 12 €
Finland 18 €
France 12 €
Germany 12 €
Great Britain 15 €
Italy 12 €
Luxembourg 12 €
Netherlands 12 €
Poland 15 €
Portugal 8 €
Russia 46 €
Spain 6 €
Sweden 18 €
Switzerland 12 €
USA 36 €

What payment methods do you accept?

Payments, as well as refunds, are invoiced in Euros (EUR).
You can pay with a credit card through our online store. We accept Visa, MarsterCard, American Express. Credit card payments are processed through a secure payments system. Refunds from returns will be charged back to the credit card that the original order was paid with.

You can pay with PayPal. Refunds from returns will be booked to the registered PayPal account.

You can also pay with a wire transfer.
Please contact us at operations@katarinagrey.com for wire transfer instructions. We will get back to you within 24 hours. Refunds from returns will be wired back to the bank account the original order was paid with.

Can I change or cancel my order once it has been placed?

Before your purchase has been processed and prepared for dispatch, we can cancel your order, change the size or edit your billing and shipping details. We will not be able to change one item for another. To do this, you would need to cancel your order and place a new one for the desired item.

How do I track my order?

Once your order has been dispatched, you will receive a confirmation email containing the tracking number of your package.

How do I Return or Exchange an item?

To Return or Exchange an item, items must be unworn, unaltered or washed, have all tags intact and include original packaging.
We accept returns and exchanges within 15 days of you receiving the package.
Please arrange with your choice of mailing or courier service to send the package back to us. We will notify you once we receive and process the return.

Exchanges will only be accepted for the same item in a different color or size, subject to availability. If you are exchanging an item, we will ship the exchanged item to you free of charge.

Simply email us at info@katarinagrey.com and we will assist you in the process.

Will I be refunded the full amount of my order?

You will be refunded the full amount of the returned item in the same manner your payment was originally made. Shipping costs are not refunded.
Please note, it can take up to 14 business days for the refund to appear in your account.

What if I receive a defective item?

All KATARINA GREY garments undergo rigurous inspection.

In the unlikely case you do receive a defective item, please contact us at info@katarinagrey.com. We will arrange for you to ship the item back to us free of charge. We will replace the item as soon as possible, subject to availability, or refund you with the original amount.

What if I receive the wrong item?

If you receive an item different from what you ordered, please contact us at info@katarinagrey.com. We will arrange for you to ship the item back to us free of charge. We will replace the item as soon as possible, subject to availability, or refund you with the original amount.

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