Free Returns & Package Protection
We offer Free Returns & Package Protection through a partner app as an add-on option in your cart. If you opt-in to purchasing this protection, you get the benefits listed below. If you opt-out of the protection, our standard shipping and return policies apply. See those policies here. Free Returns & Package Protection is final sale and not refundable.
Benefits:
- Return window extended to 30 days from delivery confirmation
- Option to receive a refund instead of store credit on returns
- Protection for lost, damaged or stolen packages
*Item condition and non-returnable items remain the same. View the return policy for more details.
How to Make Claims:
For returns - Email customerservice@katiewaltman.com within 30 days of receipt to request a return label. Please include your order number and customer details. We will get a return label sent to you as soon as possible that you can attach to the original packaging and send back. Please take care to protect the items in the return package.
For lost/stolen packages:
Email customerservice@katiewaltman.com to file a claim. Must be at least 7 days after the delivery confirmation or last tracking update and no later than 30 days from the delivery confirmation or last tracking update. We will work with you to provide replacements, if available, and refund or store credit if not.
What qualifies as lost or stolen?
A shipment that states "delivered" by the carrier that has not arrived to the address provided at checkout.
A shipment that appears to be lost by the carrier where the status has not updated and is not marked as “delivered”.
Invalid/incorrect addresses are not considered to be lost as the carrier was unable to deliver. In most cases these will be returned to our studio at which point our customer support team will reach out via email and can reship your package to a new address.
For damaged items/packages:
Email customerservice@katiewaltman.com to file a claim. Must be submitted within 10 days of the delivery confirmation. We will work with you to provide replacements, if available, and refund or store credit if not.
What qualifies as damaged items?
A shipment with items that were broken or damaged upon arrival, or if part of the order is missing due to the package being opened or tampered with in transit.
*Our team may ask for additional information regarding your order to confirm the validity of your claim. They also reserve the right to deny a claim if found to be fraudulent. Free Returns & Package Protection is final sale and not refundable.