Refund policy
Our products are made to order specifically for each customer. Orders placed are able to be canceled within one hour. Once they are in production, they cannot be canceled. Thank you for your understanding.
Please allow up to 7 business days for most items to be made before shipment. Travel bags, lamps, handbags, wallets, shoes, and certain dresses may require up to 14 business days for production.
Production time does not include shipping transit time.
All of our products are designed by me, Kat. Items are made in the USA or through trusted manufacturing partners globally, depending on the product.
We offer a return or refund if your items arrive damaged or there is a print or production issue. Please note that we do not provide refunds, returns or exchanges for size discrepancies, color variations, or instances of buyer's remorse.
You have 3 days after receiving your item to contact us about damaged, defective, incorrect, print, or production-related issues.
For damaged, defective, incorrect, print, or production-related issues, we may provide a replacement, refund, or store credit once the issue is verified through clear photos or videos.
To be eligible for a return:
- Your item must be in the same condition that you received it, unworn, unused, with tags, and in its original packaging.
- You’ll also need the receipt or proof of purchase.
- Clear photos or videos of the item must be provided for review.
To start a return, contact us at returns@katemcenroeny.com. Customers are responsible for return shipping fees unless otherwise approved. For damaged, defective, incorrect, print, or production-related issues, we may provide a replacement, refund, or store credit once the issue is verified through clear photos or videos.
You can always contact us for any return question at returns@katemcenroeny.com.
Personalized Products
Due to the nature of personalized products, we are unable to accept returns or exchanges, but customer satisfaction is of utmost importance to us, and we will work with our customers to resolve any issues they may encounter. Please contact us at support@katemcenroeny.com within 3 days of receiving an incorrect or defective item. We will provide instructions on how to receive a replacement item as soon as possible.
Window Curtains
As part of our commitment to delivering customized products, all window curtains are made to order. We offer returns or exchanges only for verified print or quality-related issues. However, please note that we do not provide refunds or exchanges for size discrepancies, color variations, or instances of buyer's remorse. Your satisfaction is our priority, and we encourage you to carefully consider your choices before finalizing your purchase. If you encounter any print or quality-related issues, we are here to assist you promptly.
Due to variations in monitor or mobile device screens, the appearance of these curtains may differ slightly, so please consider this when placing your final order.
Questions or concerns? Please send us a message at support@katemcenroeny.com
Damages and issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
We cannot be held liable for delivery delays resulting from carrier performance, weather conditions, or customs processing. Please verify your shipping address is accurate before completing your purchase, as we are not responsible for packages sent to an incorrect address provided during checkout.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards or e-gift cards.
Exchanges
Because our products are made to order, we do not offer exchanges for size, color, style, or buyer’s remorse. If your item arrives damaged, defective, incorrect, or has a print or production issue, please contact us within 3 days of delivery.
Refunds
Our products are made to order specifically for each customer. If your return request is approved, we may provide a replacement, refund, or store credit for items that arrive damaged, defective, incorrect, or have a verified print or production issue. We do not provide refunds, returns, or exchanges for size, color, style, or buyer’s remorse.
We will notify you within 3 business days after receiving and inspecting your return to let you know whether the refund has been approved. If approved, the refund will be issued to your original payment method. Please remember it can take up to 10 business days for your bank or credit card company to process and post the refund.