Returns & Exchanges
For starters, we want our customers to be extremely happy with their purchase, so we HIGHLY recommend referring to our SIZE GUIDE page for help with sizing! We also suggest watching the sizing tutorial on how to measure correctly in our Instagram TV, or the video in the Size Guide page. Alternatively, we here at KarlaCola are always happy to help with sizing you so please message us here through the website and we will respond (use the MESSAGE US POP UP that comes up on the bottom right hand side of our website).
Please choose carefully as we do not accept refunds. Because we want our customers to be happy, if an item does not fit, you may exchange your item for a different size in the same print. No exchanges for change of mind in regards to print or style sorry! ONLY If that option is not available we will offer you store credit in the form of a gift card (our gift cards never expire). If you are sending back an exchange please do not ask us to hold stock. We will not hold stock until your return is back to us and processed.
In regards to sundresses we can only exchange our sleeveless and cap sleeve styles. We CANNOT accept an exchange for any 'ADD ON' sleeve styles which includes the tie up style and the reversible style.
By checking "I agree to the terms and conditions" at checkout, means you have agreed to our terms and conditions and understand our exchange policy (as stated above and on the Terms and Conditions page).
Last Chance Sales are FINAL - no exchanges or refunds sorry.
No exchanges for hair accessories, scarves, jewellery, stockings or face masks. No exchanges for promotions that include free shipping and free hair accessory (Ready To Ship Items)
Items MUST be returned within 14 days, in unwashed and unworn condition WITH ORIGINAL TAGS ATTACHED. If tags are not attached we will not consider an exchange in any circumstance and your item will be sent back to you via a RTS.
Exchanges are processed once a week only here at the office of KarlaCola. The reason we do this as often exchanges from the same collection will all come back around the same time and it’s much faster for your new dress to arrive if we check all the exchanges at once and see if any can be switched and dispatched again same day (meaning, you get a dress back much quicker!). If no sizes are available then we will proceed to cut you a new dress and put it back into production (please allow up to 2 weeks for this) If your print is no longer available for change of size we will contact you to make alternative arrangements and offer store credit (in the form of a gift card) for those customers.
We sometimes get return packages with no names, order numbers or new size needed - we wish we had the ability to mind read, it would come in handy in many ways!! But, unfortunately, we don’t… so, please follow the below instructions for your exchange:
- please print this RETURNS FORM and fill out the details (If you don’t have access to a printer, please just hand write all of the details down as per whats on the exchange form)
- please provide a RETURN SHIPPING 500gram PRE PAID EXPRESS POST SATCHEL/BAG with full name and address filled out
- fold dress up tidily in satchel and send with exchange form to:
PO Box 336Daw Park SA 5041AUSTRALIA
Once your exchange item comes back to us, we will not contact you to let you know we have received your exchange. Due to being a small business we do not have the man power to give individual updates such as this. AS THE CUSTOMER, PLEASE RETAIN YOUR TRACKING NUMBER SO THAT YOU CAN FOLLOW THE PACKAGE AND KNOW WHEN IT SAFELY ARRIVES BACK TO US.
Your new dress will then be put back into production with the same original turnaround times as advertised for that garment.
Thanks so much for helping us to make the exchange process as efficient as possible and for being so patient while we sort your correct size. Once you have your new correct size we know you will just love your dress! Love the KarlaCola Team x