Frequently Asked Questions
HOW TO RETURN AN ITEM TO US
You can return any item purchased from KARL.COM within 30 days of receiving your order. Here’s how:
- Before returning items, please make sure they are in the same condition you received them in, with the identification tag and seal attached. Unfortunately, we cannot accept late returns or items that are not in their original condition.
- Log in to our Returns Portal with your email address and Order Number.
- Select the items you want to return from your order and enter a Reason Code. You can double-check that you are selecting the correct return items by using your original order details – this is particularly useful if you ordered multiple sizes or colourways for one style.
- Pack your items in their original packaging, print your return label and attach to your parcel.
- Take your parcel to your chosen drop-off point to return your items.
- Once your parcel has reached our warehouse, our team will check and process your return within 3-14 working days. You’ll then receive an email to confirm your refund is on its way to you.
Exchanges
Unfortunately, we are unable to offer an exchange for items. But, if you’d like a different size or colour, please return the unwanted item and place a new order for the replacement style.
REFUNDS
We are committed to processing returns as quickly as possible – usually within three business days of arriving at our warehouse. During peak times of the year, however, it may take up to seven business days, so we hope you can bear with us while we work as quickly as we can.
Once your return has been accepted, we will send you a confirmation email for your refund. We will provide a full refund for the cost of the product but, unfortunately, we are unable to refund the cost of the original shipping to you. All refunds are issued to the payment method used to make the purchase. The time it takes to process a refund may vary according to the payment method used.
We recommend allowing seven business days to receive your refund. After this time, please contact your bank or payment provider. You are also welcome to contact us – our Customer Care team is ready to help.
EXCHANGES
Unfortunately, we are unable to offer an exchange for any items purchased on KARL.COM. However, all items returned to us in their original condition (including attached identification tags) and within 30 days of their delivery date will receive a full refund. View our Returns Policy for more information.
If you’d like a different size or colour of an item, please place a new order for the replacement style and we’ll happily get this shipped over to you.
TRACK MY RETURN
You can view the status of your return at any time via our Returns Portal.
Unfortunately, it is not possible to use your own return method as all refunds must be processed using our Returns Portal. You can, however, return unwanted items to selected KARL LAGERFELD stores.
As we need to process each order separately, it is not possible to combine multiple orders in one return. But our Returns Portal is quick and easy to use, and we are committed to processing returns as swiftly as possible.
We’re delighted that you have decided to keep your order – we know it looks great on you. And don’t worry, you don’t have to contact us or do anything. We hope you enjoy your purchase.
For our customers’ security, all refunds are issued to the original payment method so, unfortunately, we are not able to authorise a refund to a different account.
The gift-giver is able to return any unwanted items to us through our
To protect our customers’ payment security, we cannot issue a refund to a credit card that is different to that originally used to make the purchase.