KATORIN / ORDER SUPPORT
ORDER ISSUES
Helpful answers for order status, shipping updates, address changes, product changes and cancellations.
YOUR ORDER, CLEARLY EXPLAINED
Need to check, change or cancel an order?
Most order changes can only be completed before shipment. If you need help, contact Katorin customer care as soon as possible and include your order number so we can review your request quickly.
01
WHERE IS MY ORDER?
Your total delivery time includes both order processing time and shipping time.
Orders are usually processed within 1 to 3 business days after payment confirmation. This allows us to verify and prepare your order before it is handed to the carrier.
After your order has shipped, we will send a shipping confirmation email with available tracking information. Please check your email for the latest delivery details.
02
WHY HAVEN'T I RECEIVED A SHIPPING EMAIL?
Your order may still be within its normal 1 to 3 business day processing period.
Once your order has been dispatched, we will send a shipping confirmation email. If there is an unusual delay, we may also contact you with an update.
Please check your spam or junk folder if you do not see our message in your main inbox.
03
HOW CAN I CHANGE MY BILLING ADDRESS?
During checkout, your billing address may initially match your shipping address. Where the checkout page provides an edit option, you can update the billing details before submitting payment.
If payment has already been completed, your order will still be shipped to the shipping address provided with the order. If you believe your billing information requires correction, contact our customer care team for assistance.
04
CAN I CHANGE MY SHIPPING ADDRESS, SIZE OR COLOR?
We may be able to help with changes such as shipping address, size, color, or removing an item if your order has not yet been shipped.
Please contact Katorin customer care as soon as possible and include your order number together with the exact change you are requesting.
Once an order has been dispatched, we cannot guarantee changes to the package, address, size, color or item selection.
05
CAN I CANCEL MY ORDER?
Unpaid orders: An unpaid order may be cancelled automatically if payment is not completed within the available payment period. If your account provides a cancellation option, you may also cancel an unpaid order from your order page.
Paid orders: If your order has not yet shipped, contact us as soon as possible at support@katorin.com to request cancellation. We will review the order status and confirm whether cancellation is still possible.
Once an order has shipped, it can no longer be cancelled. After delivery, you may contact us to request a return in accordance with our Return & Shipping Policy.
IMPORTANT ORDER NOTE
Contact us before your order ships.
Order changes and cancellations are time-sensitive. Once a parcel has entered shipment, we may no longer be able to modify or cancel it. Please do not refuse delivery without contacting customer care first, as refused parcels may create additional return delays or costs.
NEED TO CHANGE SOMETHING?
The sooner you contact us, the more likely we can help.
Include your order number, email address and a clear description of the change you need so our team can review your request as efficiently as possible.
KATORIN CUSTOMER CARE
Need help with an order?
Contact our support team for order status, shipping updates, address changes, size changes, cancellations or other order-related 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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