SHIPPING POLICY

NEED HELP?

Contact one of our customer service team at info@katrinehanna.com

Do you have to pay customs and import charges?

All duties and taxes are the responsibility of the customer and are determined by the country of destination. Unfortunately we have no influence over this.

Can you track your shipment?

Yes, once your order is dispatched from our warehouse you will receive an email of notification from us including your tracking number.

What courier companies do we use?

We use Fetchr or Aramex for deliveries within the UAE and Aramex for deliveries to all other countries.
The chart below is a guide to shipping charges. Charges are subject to change as determined by ARAMEX.
Shipping costs are determined by the volumetric weight, the approximate shipping weight of one pair of shoes is 2 kg and 2 pairs of shoes is 3.5kg.
Items are dispatched next working day and can take 2-7 working days to reach destination (dependent upon customs clearance).

Standard Shipping Charges

Destination

2kg

3.5kg

United States

$80

$120

United Kingdom

$55

$85

Germany

$65

$95

France

$55

$85

Italy

$65

$95

UAE

$10

$10

Oman

$50

$75

Kuwait

$50

$75

Saudi Arabia

$55

$85

Turkey

$65

$95

India

$40

$75

China

$80

$120

Japan

$80

$120

Phillipines

$65

$95

Indonesia

$65

$95

Australia

$65

$95

 
RETURN SHIPPING

Please see our Returns policy for more information. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Customer service is our top priority. We want you to be as enchanted with our shoes as we are. Katrinehanna.com offers full refund, excluding shipping costs and any duties, when requesting a refund within 7 days of receiving the order. Items should be returned within 14 days of being received with receipt, original packaging and in original condition to be eligible for refund. We reserve the right to reject exchanges if any conditions are not met.

To request a refund please email info@katrinehanna.com with the order number and reason for return. We will issue you with a RMA form (return merchandise authorization), which needs to be included in the return shipment. Please return the product by means with which you can track the shipment, as we cannot accept liability for products that do not reach us.

Return Instructions

  • Ensure when returning the parcel that the Katrine Hanna box is properly protected with an exterior box packaging to prevent damage.
  • Where provided any designer packaging such as care cards, dust bags and leather tags should be included with your return. 
  • Because we want to give you the best customer experience we personally check each item to ensure you will receive your shoes in perfect condition.
  • Items should be returned new, unused and in perfect condition with all Katrine Hanna tags still attached. Returns that are damaged, soiled or altered may not be accepted.
  • Ensure you try the shoes on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoebox as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles will not be accepted for refund and will be returned at the customer’s expense.
  • If a different size is required please email us to reserve a new pair. Once the original purchase has been received in resalable condition the new size of shoes will be sent to you at your cost.
  • We reserve the right to refuse returns that are unauthorized and/or not sent in accordance with the Return Policy detailed on the website. In the case of unauthorized or non-standard returns, the merchandise will be returned to the shipping address specified in the original order at the customer’s expense.

Your refund will be credited to the original payment method after items are delivered to us and proved to be unused and in original packaging. Please note that refunds can take several working days to show on your account due to varying processing times between payment providers.

Sale Items

Sale items are not eligible for refund.

Cancellation policy

Orders can be cancelled within 1 hour of placing the order. Please contact info@katrinehanna.com as soon as possible.

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