Refund policy

Refund and Returns Policy

We appreciate your purchase from Korotana. If you are not completely satisfied with your purchase, we're here to help under the following conditions.

1. 14‑day return window

You have 14 days from the date you receive your item to request a return. To be eligible for a return, the item must be unworn, unused, with tags attached and in its original packaging. You will also need to provide your receipt or proof of purchase.

2. Condition of returned items

Returned items must be in the same condition you received them. Items that show signs of wear, damage or alteration, or that are not in the original packaging, may not qualify for a refund.

3. Responsibility for return shipping

The cost of shipping a return is the responsibility of the customer. If we arrange the return shipment on your behalf, the cost will be deducted from your refund. We recommend using an insured and trackable shipping service, as you are responsible for the goods until they reach us.

4. How to initiate a return

To start a return, please email our orders team at orders@korotana.com with your order number and reason for return. If your return is accepted, we will provide you with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Returns should be sent to: Korotana, 124 City Road, London EC1V 2NX, United Kingdom.

5. Custom, personalised and made‑to‑order items

Because custom‑made products and special orders are created just for you, these items cannot be returned unless there is a manufacturing defect or a mistake on our part. In all other cases, returns and exchanges for custom products are not permitted.

6. Made‑to‑order products and cancellation

Some products may be produced specifically for you (made‑to‑order). You may cancel a made‑to‑order purchase within 48 hours of placing your order without charge. After 48 hours, cancellation is not permitted until the order is fulfilled or we choose to allow it at our discretion. Made‑to‑order items require additional production time and may take up to four weeks to be delivered within the UK mainland and up to five weeks outside of the UK mainland. These items cannot be returned unless they are faulty or covered by our warranty.

7. Damages and problems

Please inspect your order upon receipt. If you discover that your item is defective, damaged or if you receive the wrong item, contact us immediately so we can evaluate the issue and make it right.

8. Exceptions and non‑returnable items

Certain products cannot be returned. These include perishable goods (such as food or plants), personal care or hygiene products, hazardous materials, flammable liquids or gases, gift cards, and sale or clearance items. If you have any questions about whether your item is returnable, please contact us.

9. Exchanges

The quickest way to get a new item is to return the original item (if eligible) and place a new order for the desired item. Once we receive and accept your return, we will issue a refund; you can then purchase the new item separately.

10. European Union/United Kingdom 14‑day cooling‑off period

If your order is delivered within the European Union or the United Kingdom, you are entitled to cancel or return your purchase within 14 days for any reason. As above, the item must be unused, with tags and in its original packaging, and you will need to provide proof of purchase.

11. Refunds

We will notify you once we have received and inspected your return. If your return is approved, we will process the refund to your original payment method within 10 business days. Please be aware that your bank or credit card company may require additional time to post the refund. If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us.