KATORIN / HELP CENTER
FREQUENTLY ASKED QUESTIONS
Everything you need to know before and after your Katorin order.
QUICK ANSWERS
Simple answers for a smoother shopping experience.
Find answers about processing times, shipping, returns and customer support. If you still need help, our Katorin customer care team is ready to assist.
01
WHEN WILL MY ORDER SHIP?
Orders are typically processed within 1 to 3 business days after payment confirmation.
During peak seasons, promotional events or unusually high order volume, processing may take approximately 3 to 7 business days.
02
HOW LONG DOES SHIPPING TAKE?
United States / Canada / Australia / United Kingdom / EU Countries: 7–15 business days
Other Countries: 10–20 business days
Tracking information is usually updated within 1 to 3 business days after shipment.
03
WHAT IS YOUR RETURN POLICY?
We accept returns or exchanges within 15 days from the delivery date for eligible items.
Items must be unused, unwashed, unworn, undamaged and in their original condition with original packaging whenever reasonably possible.
Return shipping costs for non-quality-related returns, including change of mind or incorrect size selection, are the responsibility of the customer.
04
HOW DO I START A RETURN?
Please contact our customer care team before sending any item back. We will provide the appropriate return instructions and the correct return address for your request.
Email us at support@katorin.com.
05
WHEN WILL I RECEIVE MY REFUND?
Once your return has been received and inspected, approved refunds are generally processed within 3 to 5 business days.
The time required for the funds to appear in your account depends on your original payment provider, card issuer or bank.
06
HOW CAN I TRACK MY ORDER?
When tracking information is available, it will be included in your shipping confirmation email after your order has been dispatched.
Please allow approximately 1 to 3 business days after shipment for tracking information to begin updating in the carrier system.
07
WHAT IF MY PACKAGE SHOWS DELIVERED BUT I CANNOT FIND IT?
Please first check with household members, neighbors, your building reception area or the local carrier where appropriate.
If the parcel is still missing, contact us within 24 to 48 hours after the delivery update so we can review the tracking information and assist with an investigation.
IMPORTANT NOTICE
Delivery times are estimated, not guaranteed.
Actual delivery times may vary due to customs clearance, weather conditions, public holidays, remote delivery locations, carrier delays or other circumstances outside our reasonable control.
STILL NEED HELP?
We're here to make your Katorin experience easier.
If you cannot find the answer you need, contact our customer care team and we will assist with your order, delivery, sizing, return or product questions.
KATORIN CUSTOMER CARE
Have another question?
Our support team is available to help with order, product, shipping and return questions.
support@katorin.com
COMPANY INFORMATION
HONG KONG YUNSHUN LIMITED
Unit A, Room 721, 7/F, Star House
3 Salisbury Road, Tsim Sha Tsui
Kowloon, Hong Kong
KATORIN
Denim for the way you move.
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