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ORDERING
processing times
Orders are processed pending item availability and payment approval. During high volume periods, product availability may be subject to change while your order is being processed.
Orders placed Monday through Friday will be processed and shipped within 48hrs. During high volume periods such as sales, and new releases there may be slight delays of up to 72hrs.
Orders placed on Friday or over the weekend will be processed and shipped within 72hrs.
Certain products may have longer processing times. These will be noted on the product and cart pages.
pre-orders
Items available for pre-order will be indicated on the product page with the anticipated ship date. Please note, once your order is placed, the full payment will be captured up front.
If your order includes both pre-order and in-stock items, please be aware that your entire order will be shipped once the pre-order items are ready for dispatch. To receive your available items sooner, we recommend placing separate orders as we are unable to split orders.
order tracking
Once your order has been shipped, you will receive an email notification with your shipment tracking details
payment methods
Credit Cards
We accept Visa, MasterCard and American Express, with payment processed immediately. For high-value orders, we may contact you for additional information, which could slightly delay order processing.
PayPal
When selecting this option at checkout, you will be directed to the PayPal site to 'Log In' and review before clicking 'Pay Now'. Once this transaction is complete, you will then return to kusakouture.com
updating your order
Orders cannot be changed or updated once they are placed as they immediately start processing.
If you'd like to add another item to your order, please place a new order for the item.
order cancellation
We are unable to change or cancel an order after you've placed it.
It is possible that your order may be cancelled during high volume periods due to inventory selling out. If your order is cancelled, all charges will be automatically refunded. We recommend trying to place your order again or signing up for our waitlist for the sold out item.
changing shipping address
Shipping addresses cannot be changed once an order is placed. We will only ship to the shipping address entered when the order was originally placed.
SHIPPING
SHIPPING METHODS
UK orders are shipped via Royal Mail Tracked & Signed.- Allow 2 working days to receive order
EU orders are shipped via Royal Mail DPD Europe.- Allow 5-7 working days to receive order.
ROW orders are shipped via UPS Express.- Allow 7-14 working days to receive order.
Please note we do not ship to PO BOX addresses. If an order is placed for a delivery to a PO BOX address, we will automatically cancel the order.
track my order
You will receive an email once your order has been dispatched, including a tracking number to follow your delivery via the postal service provider’s website.
If you have not received this information within 72hrs, please contact us at info@kusakouture.com.
Lost or stolen packages
Please note that delivery times may vary due to customs clearance, which is beyond our control and liability. We strongly recommend monitoring your tracking information and notifying us within 5 days of the expected delivery date if any issues arise. Unfortunately, we are unable to investigate or offer compensation for delivery problems reported after this period.
Kusa Kouture is not responsible for missing packages marked as delivered. If you believe your package was misplaced by the delivery service provider, we recommend filing a claim directly with them
At this time, we are unable to process reshipments or exchanges. Should you require a replacement, we kindly ask that a new order be placed.
Taxes and Customs Duty
You may be subject to import duties and taxes imposed by your local customs authority upon the arrival of your parcel. As the customer, you are solely responsible for all customs charges, import duties, and local sales taxes applicable in the destination country.
Please note that our shipping fees do not include these charges. Since duties and taxes vary by country and order value, we are unable to provide an exact estimate of the costs involved. If payment is required, it must be settled to ensure the release of your order from customs.
If your order is returned to us due to unpaid or refused duties and taxes, any costs incurred by Kusa Kouture—including return shipping fees—will be deducted from your refund. Original shipping charges are non-refundable.
RETURNS
Return policy
UK customers may request a refund by contacting us at info@kusakouture.com to receive return instructions. All refund requests must be submitted within 14 days of receiving your order. Unfortunately, we cannot accept refund requests made after this period. The cost of the return shipping label will be deducted from your refund, which will be issued to the original payment method only.
Returns will only be accepted if items are returned in their original, unworn condition with all tags and labels intact.
Important: Returns that do not follow our official returns process and are sent to our head office will not be received, and Kusa Kouture will not be held responsible for these parcels.
International Returns
Unfortunately, we are unable to accept returns or issue refunds for international orders at this time.
Exchanges
Unfortunately, we are currently unable to process exchanges. If you wish to exchange an item, you will need to return it and place a new order. Please note that this may incur additional charges, such as return shipping and new delivery fees.