FAQs

Have a question for us? We've answered some of our most common ones below:

Do you offer giftcards?

Yes, we do offer gift cards! You can purchase them here.

Our gift cards are available in a variety of denominations: $50, $100, $150, $200, $250, $300, $350, $400, $450, and $500.

If you need a different amount, please feel free to email us and we'll be happy to accommodate you!

Gift cards are sent via email, allowing you to easily print them or forward them to the lucky recipient. Please note that our gift cards are valid for 2 years from the date of purchase.

Delivery

How much is delivery?

We offer free shipping Australia-wide for orders over $200 AUD.

Express shipping is also available Australia wide for a $15 fee.

Standard shipping to NZ is $16 flat fee.

International shipping is available for a $35 flat fee (orders over $500AUD will unlock free international shipping) *excluding US.

Shipping costs with DHL Express International vary by destination country. Your final fee will be calculated at checkout once you've entered the shipping address.

Please note that import duties, taxes and charges are not included in the item price or shipping charges. These charges are the buyer’s responsibility. Please check with your country's customs office to determine what these additional costs might be.

If you refuse this charge, you will not be refunded the shipping cost when the parcel arrives back to us.

How long does it take?

Each item is sent with Australia post (or if you opt for DHL). You will receive an email once you have placed your order, as well as tracking information once the item is on its way to you!

  • To best track your delivery, we recommend downloading the AUS POST APP

Location

Service

Estimate
Sydney Metro Standard 2-3 Business Days
Sydney Metro Express 1-2 Business Days
Rest of Australia Standard 3-6 Business Days
Rest of Australia Express 1-2 Business Days
International Standard Depends on country:
Check here →
DHL International Express

Depends on country: 

2-4 Business Days


These are only guidelines to follow; Katharina Lou is not responsible for any delays with packages once sent, or items that may get lost in the post once sent that are out of our control.

When will my order be sent?

Orders placed before 12pm AEST (on business days) are dispatched the same day.
All remaining orders have a 1 day processing time. *Unless stated otherwise in product description, ie excluding preorders sales.

Please Note: During launch periods dispatch time varies to 2+ days processing time.

If an item on preorder is included in your order we will wait and send out when all items are ready to ship. 

No order confirmation?

Once an order is completed at KATHARINALOU.COM you will receive a confirmation of purchase automatically to the email entered upon checking out.

Make sure to include your email address with your order confirmation to receive email updates.

If you do not receive this email- please check your junk folder as it can sometimes be sent there, otherwise send us an email and we can confirm order manually.

Sydney Studio pickup

To eliminate shipping expenses, consider selecting pick-up at checkout from our Sydney Studio.

You will then be notified when you're order is ready for pick-up.

Timeframe: Usually within 2 hours we should have your item/s ready. This only includes weekdays, between 9am-4pm. Please respond to our 'ready for pick-up' email to confirm which date & time you intend on coming, so someone can be ready for you.

Excludes: Pre-order items aren't ready for pickup prior to the pre-order date stated.

Email us at customercare@katharinalou.com if you need to request an alternative time.

Our studio address: Unit 16B, Level 1, 32 Ralph Street, Alexandria, Sydney

Bring your email confirmation email for pickup <3

Sydney Studio TRY ONS

BOOK HERE to come try on at our Alexandria, Sydney Studio and purchase your next KLOU piece!

We are currently open Thursday and Friday's between 10am-3pm. 

You can email customercare@katharinalou.com if you have any personal requests. Please don't hesitate to reach out if there is a specific size or item you are coming for and we can confirm if we have it in stock prior to your booking. 

Each booking time slot allows 30 mins per customer. 

Our studio address: Unit 16B, Level 1, 32 Ralph Street, Alexandria, Sydney

See more FAQ's here - Studio Try Ons

Can I make changes to my order?

Once an order has been placed, we are unable to offer cancellations or changes.

To ensure everything is correct, please double-check the selected styles, sizes, and your delivery address before proceeding to checkout.

If you realize there’s an issue with your order (such as an incorrect size or delivery address), please email our customer care team ASAP. If your order has not yet been shipped from our studio, we may be able to assist with making the necessary changes.

Delayed or Lost In Transit

While we aim to provide all customers with accurate delivery time frames, there may be circumstances where delivery is delayed because of events beyond our control. If this happens, we will do our best to arrange for your order to be delivered as soon as possible, but we will not be liable for any losses caused as a result of the delay.

  • Katharina Lou is not liable for orders lost in transit. We recommend submitting an enquiry with Aus Post or DHL as soon as possible. Aus Post Link - Delivery Issue DHL Link - Make a Claim
  • Feel free to reach out to customercare@katharinalou.com and we’ll process an enquiry from our end as well.
  • To best track your delivery, we recommend downloading the AUS POST APP
  • It’s the customers responsibility to continue the follow up with the courier.

PREORDERS

Please note: Some of our products may be available for preorder due to production timelines. Estimated wait times for preorder items are typically 1–3 weeks, and this will be clearly noted on the product page.

If your order includes both in-stock and preorder items, the entire order will be held and shipped together once the preorder item is ready.

If you prefer to have the in-stock items shipped separately, please contact us at customercare@katharinalou.com.

Additional shipping fees will apply for split shipments.

SHIPPING TO THE UNITED STATES

Shipping to the US with Aus Post is currently suspended, until further notice.

Read here for more information and current updates - #usa-tariff

You can still order with us through DHL at a rate of: $110AUD

The revised duty fees and taxes will continue to be the responsibility of the customer.

Please ensure you're checking where our items are made as this will effect how much you are taxed.

Returns

Am I able to return my order?

As garments are made in limited editions, refunds are not provided for change of mind.

- This includes if you change your mind or the item does not fit

- SWIMWEAR is strictly no refund, exchanges can be permitted at the desecration of our customer care team. Due to hygiene reasons; ensuring that the hygiene sticker is still intact.

- Returns only offered to faulty or incorrect items. If this matches your order please follow our exchanges process below and send through photos and notes of your item. 

Please use the size guide information listed on the specific product page to make sure you match yourself to your correct size.

Whats your Exchange Policy?

If your order doesn’t fit and you’d like to swap we offer size exchanges** or store credit for orders within AU. We ONLY offer store credit for International returns.

Conditions; 

You must request an exchange within 21 days of receiving your order.

All returns must be in their original resaleable condition & must be complete with their existing tags and packaging, if applicable.

All clothing must be unwashed and unworn.

Note that all free gifts or promotional items are non-returnable.

Return postage should be paid for by the customer. We will cover the shipping cost of your new item back to you. You will be emailed clear instructions once you submit a return request through our portal: Exchange Portal

The shipping back to you is Standard AU Post, to upgrade to Express or DHL International, contact customercare@katharinalou.com

Each exchange is limited to one size swap per order. We do not offer alterations to orders once sent.

**dependant on available stock.

Exchange Process

How do I exchange my order?

1. Ensure your exchange request is eligible looking through our 'Exchange Policy' above.

2. Access our returns/ Exchanges portal through the below link;

https://katharinalou.com/a/returns

3. Enter your order number and email address or phone number. Then, select start your return.

4. Follow the instructions and select the items you want to exchange.

5. When you’ve completed the return process, you’ll receive an email. This outlines how to post back your item.

For assistance or questions please email customercare@katharinalou.com and we will be happy to help <3

Do I have to pay for my exchange?

You will have to pay for the original item to be shipped back to us. We will cover the costs of shipping your new item back to you.

The shipping back to you is Standard AU Post, to upgrade to Express or DHL International, contact customercare@katharinalou.com

We recommend using a tracked service for your return. We are not responsible if your shipment back to us goes missing. This is the customers responsibility to make sure it arrives.

We are unable to refund your original shipping costs.

Sizing

Do you have a size chart?

 Please go to specific product page for exact measurements.

Below is a rough guide to follow.

All measurements are in CM.

Size Bust Waist
XS 75-77 68-70
S 80-82 74-76
M 84-88 78-80
L 90-94 86-88
XL 94-100 90-92
XXL 102-104 98- 100
XXXL 110-113 104- 106

Do you offer alterations?

We do not offer sizing alterations to our online collection. However, we do offer free hem alterations! If you'd like this service, please request it in the 'notes section' when placing your order. Unfortunately, alterations cannot be requested after the order has been placed.

Please note that if we alter the garment in any way, it will no longer be eligible for exchange. So, we encourage you to be absolutely sure of your size and style before requesting this service.

Dont see your size?

We are doing our best to include as many sizes as possible as we grow, so would love to hear from you if you are after anything specific!

Unfortunately we are unable to offer custom sizes, however if you dont see your size available please contact us here and we will do our best to assist you!

How to measure yourself

BUST
Relax your stance and measure around the fullest part of your bust.

HIPS
Measure the widest part of your lower body (this should be your bum)

WAIST
Measure around the smallest area of your waist, make sure you aren't breathing in so this measurement isn’t too tight!

LENGTH
Measure from your shoulder point down to your ankle (where a maxi dress would sit) This means I can hem a mini/midi or maxi from this measurement!

UPPER ARM CIRCUMFERENCE
Wrap your measuring tape around the top of your arm (where the elastic for the sleeve would fit) so that we can make sure its not too loose or tight.

WRIST CIRCUMFERENCE
Wrap your measuring tape around your wrist (only need this for long sleeves!)

Still have a question?

You can reach out to us directly.

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