Frequently Asked Questions

Check the sizing information on the product page. For garment-specific advice, email clientservices@ketagutmane.com with the product name, your usual size, and your measurements. You can also message us directly on Instagram.

Please contact Client Services as soon as possible. We will try to update or cancel your order before it is processed, but changes cannot be guaranteed once preparation has begun. If your order has already been dispatched, you can request a return after delivery.

Please contact Client Services with your order number and tracking information. We will review the shipment with the carrier and advise you on the next steps.

Please contact Client Services as soon as possible with your order number and clear photographs of the parcel and product. Keep all packaging until we have reviewed the issue.

We do our best to cover customs duties and import taxes wherever possible. Occasionally, local customs or border authorities may still apply additional charges that are outside our control and request payment directly from you. Customs checks can also sometimes affect delivery times. For full details, see our Shipping & Delivery Policy.

Request a return through your customer account or contact Client Services. If the 14-day return right applies, contact us within 14 days of receiving your order and send the item back within 14 days of your request. We will provide the correct label and instructions. You can find the full return conditions in our Returns & Refunds Policy.

For a change-of-mind return, we will confirm the return-label cost before issuing it. The cost may be paid separately or deducted from your refund. We cover the necessary return cost if the product is incorrect, damaged, faulty, or otherwise not as agreed.

We do not offer direct exchanges. Please return the original item for a refund and place a new order for your preferred piece or size. We cannot reserve an item while your return is in transit or being inspected.

Eligible refunds are issued to the original payment method. Where the 14-day withdrawal right applies, we will process the refund no later than 14 days after receiving your return notice. We may wait until the item arrives or you provide proof that it has been sent. Your bank or payment provider may need additional time for the refund to appear.

Please contact Client Services with your order number, a description of the issue, and clear photographs. We will review the case and provide the appropriate return or replacement instructions. Where we are responsible for the issue, we will cover the necessary return cost.