FAQS

What is Katla?

Katla is your gateway into a sustainable, eco-friendly fashion world. Katla is a unique fashion brand for women who desire a high fashion aesthetic but also want to make a positive impact on the world. When you shop at Katla you can rest assured that your garment is completely cruelty-free and ethically-sourced.

Contact us with any questions or comments by email or phone at customercare@katla.com or 1-866-528-5246.

Where are Katla garments made?

All Katla designs are made in the USA. To access more specific details about your garment go to your item’s product details page where you will find more information about where the garment was made.

If you have a Katla garment you can go to the "track" part of the website in the main navigation bar and enter its unique identification number and there you will see specific details about that garment.

How do I send feedback to the Katla team?

We love hearing your feedback! Please share your thoughts and suggestions at customercare@katla.com

What is Katla Force?

Katla Force is the name of our passionate Katla community. When you shop at Katla you are invited to join our community and sign-up for our newsletter. As a member of Katla Force you will receive information related to our sustainability efforts and you will also have the ability to share content with us. 

Interested in writing an article about an environmental cause you are passionate about? Share it with us at katlaforce@katla.com.

When you see a look that inspires you on social media, tag it with @mykatla and #katlaforce and we will make sure to incorporate your wishes into our designs.

How do I contact customer service?

Email us at customercare@katla.com or call us at 1-866-528-5246 and we’ll get back to you as soon as possible. Please make sure to include your order number, account info, photos and any other details that will help us answer your question.

Sustainability & Transparency

What is Katla's approach to sustainability?

As part of our commitment to sustainability, we make sure to only design what our customers want and when they want it by leveraging customer insight and data into our product development and manufacturing process. We strive to design garments with a timeless appeal so they remain in style regardless of season. We only work with manufacturers that specialize in producing high quality garments on demand and in smaller production runs that are meant to last.

The fabrics we use are sourced from verified suppliers committed to sustainability and ethical labor practices. We only use recycled synthetics and organic fibers that are completely cruelty-free.  

If you are happy with the lifecycle of your garment but no longer want to wear it, we encourage you to send it back to us for a store credit of 20% of the price you paid for it. Depending on the condition of the garment we will either recycle it or resell it. For instance at our Katla airstream trailer pop-ups which will tour the country for special events and showcases.

What is sustainable fashion?

The traditional fashion industry is not environmentally friendly – it is the second worst offender of global water pollution and responsible for 10% of carbon emissions worldwide. Katla is a new kind of fashion company focused on environmental responsibility. Our designs are eco-friendly, fashionable, sustainable and cruelty-free. Our garments do not harm people, animals or the environment. When you shop at Katla, you can rest assured that your look is completely ethically-sourced, from head to toe.

How does Katla ensure a sustainable supply chain?

We engage with verified suppliers and manufacturers and only choose partners that have adopted sustainable practices. You can find information about the certifications of our suppliers and fabrics by inputting your garment’s unique product identification code on our website.

Does Katla carbon-neutralize its shipping? 

We will soon provide a carbon neutralized option for shipping. Stay tuned!

How can I see the history of my garment?

Go to “track” on the main navigation bar of the website, input your garment’s unique product identification code on the inside or outside label. You will be able to access the complete history of your garment, including material sourcing, manufacturing and shipping.

I’ve forgotten my login or password; how can I login?

Click on the "Forgot Password" prompt when signing into your Katla profile and we will send you a reset link to the email on file. Still having problems? Contact customercare@katla.com or 1-866-528-5246.  

How do I change my email or password?

Sign into your Katla fashion account and click on "edit" in the "settings" section of your account center. If you need help changing your email or password, please contact customercare@katla.com or 1-866-528-5246.  

How do I unsubscribe from Katla Fashion emails?

Click the “unsubscribe” link at the bottom of any newsletter to be removed from our mailing database. If you are still having problems, you can contact customer care at customercare@katla.com or 1-866-528-5246. Please allow up to 48 hours for your request to take effect. 

Billing & Payment

How does payment work?

For items ready to ship immediately, when you place your order, you are charged in full along with taxes and duties (where applicable) and any shipping fees.

When shipping to countries outside of the US, most destinations are delivered on a DDP (Delivery Duty Paid) basis. This means relevant import taxes and duties are calculated at checkout and processed by Katla once your order ships. If your item is delivered on a DDU (Delivery Duty Unpaid) basis, import taxes and duties will not be processed by Katla. Instead, the shipping carrier will invoice you upon delivery of your merchandise.

Which payment methods does Katla accept?

We accept Credit/Debit cards (Visa, MasterCard, American Express, Discover and JCB).

Can I pay with multiple credit cards for one order?

We only accept one credit card when placing an order. To pay with multiple credit cards, please place multiple orders using different credit cards for each order.

Site Credit

If you receive a store credit, it can be used for any future orders and does not expire. The credit will automatically be deducted at checkout the next time you shop. 

Promotions

Katla may offer discounts via promotional codes in newsletters and on social media. Promotional codes must be applied during checkout and have an expiration date and possible restrictions which are detailed in conjunction with the offer. One promotional code may be applied per order.

Orders & Shipping

Can I change or cancel my order?

To change or cancel an order already placed, please contact us at customercare@katla.com or 1-866-528-5246.

How long until my order ships?

When your order has been placed you will receive an order confirmation that includes shipping details and a timeline.

What are your shipping methods? 

We have two shipping methods for deliveries inside the US: 

  • Free shipping for delivery in 3-5 business days 
  • Expedited shipping for delivery in 1-2 business days ($20 charge)

International shipping generally takes 3-5 business days ($20 charge)

As part of our commitment to sustainability, all of our products are made to order, with four product types:

  1.     Products held in inventory (small production runs) that are ready to ship immediately
  2.     Products made to order that are ready to ship in 1-2 days
  3.     Products made to order that are ready to ship in 3-4 days
  4.     Pre-order products that may have longer production timelines

To where does Katla deliver?

We deliver products globally via UPS. However there are a few countries that UPS does not deliver to at this time, including (but not limited to) Burma, Cuba, Iran, Lebanon, North Korea, Somalia, Sudan, Syria, Turkmenistan and Yemen. For further details please visit: http://www.ups.com/ga/CountryRegs 

Does Katla ship to P.O. boxes or freight forwarding?

We do not provide this shipping option at this time.

How will my order be packaged?

All Katla orders are packaged in eco-friendly personalized packaging.

Do any items have shipping restrictions? 

No there are no shipping restrictions on our items. 

How do I know my order has been placed?

Upon placing an order you will receive an email confirmation. If you do not receive confirmation within 1-2 hours please contact customer care at customercare@katla.com or 1-866-528-5246.

Can I track my order?

Once your order has shipped, you will receive an email confirmation from Katla detailing your shipping and tracking info. For more details, please contact customer care at customercare@katla.com or 1-866-528-5246 

Can I cancel my order after the delivery window? 

If your order is past the delivery window, please contact customer care at customercare@katla.com or 1-866-528-5246

When are shipping fees charged?

Shipping fees are calculated at checkout and charged when your item ships. 

How much does shipping cost?

Please see information below. 

We have two shipping methods for deliveries inside the US: 

  • Free shipping for delivery in 3-5 business days 
  • Expedited shipping for delivery in 1-2 business days ($20 charge). 

International shipping generally takes 3-5 business days ($20 charge).

Returns & Exchanges

What is Katla’s return policy?

If your item is unused, unworn, unwashed, unaltered and undamaged, you can return your garment within 30 days from the order date. Katla offers complimentary return shipping.

All orders can be returned for a store credit or refund on the original payment method,  

Please check the product description page for the specific return and exchange policy of any given item.

For any return, exchange or refund, the item must be delivered to Katla unused, unworn, unwashed, unaltered and undamaged and return initiated within 30 days from the order date. Your item must be returned in the original packaging, with any original labels intact as sold, including any boxes, hangers, garment bags, and other signature packaging materials included in the original packaging.

If you have any questions about our return, exchange or refund policy on any item, kindly contact Customer Care at customercare@katlafashion.com or 1-866-528-5246.

How do I return my used garment for a store credit?

If you decide you do not want to wear you your garment anymore, we encourage you to return your item for a store credit. Please initiate a return by contacting customer care at customercare@katlafashion.com

Upon receipt and review of your item, you will receive a store credit for 20% of the original selling price.

How do I start the return/exchange process? 

If you wish to return an item, please contact Customer Care at customercare@katla.com or 1-866-528-5246. We will arrange for a prepaid shipping label and set of return instructions to be emailed to you. 

Katla does not offer a direct exchange at this time. If you are interested in securing an alternative size, simply place a new order and return the original unsuitable item for store credit which you can apply toward your new order. For assistance with this please contact customer care at customercare@katla.com or 1-866-528-5246 .

Can I return/exchange a gift?

You can return your garment if it is unused, unworn, unwashed, unaltered and undamaged within 30 days from the order date. Katla offers complimentary return shipping.

How long does a refund take?

Once your return is processed, a refund will be issued to the original payment method or as store credit to your Katla account. The refund will generally appear on your bank statement within five (5) business days, depending on your financial institution. Please note we are only able to refund the original card used to place the order. If your package was shipped to the US or Canada, all sales taxes and duties will be refunded automatically. Outside the US and Canada, customs duties and sales taxes are non-refundable through Katla. We suggest contacting your local customs bureau directly to seek assistance with recovering these charges. Please note that Katla does not refund the cost of outbound shipping.

Faulty items

Goods are classified as faulty if they are damaged upon receipt, or if a manufacturing fault occurs within 6 months of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty. 

If your purchase becomes faulty within six months of the purchase date, please contact customer care at customercare@katla.com.  Please include your order number, purchase date and a detailed description of the damage, and photos if applicable. 

Damaged items

If an item you have received is damaged, please contact customer care at customercare@katla.com for review. Please include images of any damage within your inquiry to customer care to help expedite the process.