Refund policy

Last updated: [15/03/2026]

Delayed Orders

If your order hasn't arrived within the expected timeframe, here's what to expect:

  • USA orders — If your order has not been delivered within 45 days of dispatch, we will begin investigating and resolving your case.
  • Brazil orders — Due to complex customs procedures, please allow up to 110 days before we can raise a dispute on your behalf.
  • All other destinations including Europe — Please contact us if your order has not arrived within the expected timeframe and we will investigate on your behalf.

Please note that sometimes parcels are held at your local post office due to an incomplete address or a missed delivery attempt. We recommend checking with your local post office before reaching out to us.

Order Not Received

If your tracking shows your order has been delivered but you haven't received it, please be aware that we are unfortunately unable to offer a refund or resend in this instance.

If your tracking shows a delivery issue such as an incorrect address, unknown recipient, refused delivery, or uncollected package, please note the following:

  • Your local delivery service will attempt delivery 1 to 3 times. If the package is uncollected it will be held at your local post office for 3 to 7 days before being returned.
  • We are unable to take responsibility for packages that are lost or destroyed during a return to our supplier.
  • If a package is successfully returned to our warehouse, it will be stored in your inventory rather than automatically refunded.

To be eligible for a resolution on an undelivered order, an official non-delivery certificate with an official seal from your local post office will be required.

Damaged Items

We're sorry if your item has arrived damaged. Here's how we handle it:

  • Badly damaged items — We will offer you a full refund or a replacement.
  • Partially damaged items — We will offer a partial refund or a replacement. Please note that minor issues such as loose threads, slight wrinkles, or small scratches do not qualify.

Please report any damage within 30 days of receiving your order by contacting us with photos or a video clearly showing the damage.

Incorrect or Missing Items

We take quality control seriously, but if something isn't right we've got you covered:

  • Wrong item received — Full refund or replacement offered.
  • Wrong colour or size — We will offer a refund or resend. Please contact us with your name, the issue, and the date of your complaint.
  • Missing parts that don't affect use — Partial refund or the missing part will be resent.
  • Missing parts that affect use — The full product will be resent.
  • Missing accessories — The accessories will be resent.

For size issues, please measure the item and provide a photo of the measurement to help us resolve your case as quickly as possible.

Cancellations

We can offer a full refund on cancellations as long as your order has not yet been processed. However, the following orders cannot be cancelled once payment has been made:

  • Custom or print-on-demand orders
  • Pre-order inventory items
  • Any orders involving photo or video services

Returns

If you would like to return an item, please note the following:

  • Returns are only accepted within 7 days of you receiving your order.
  • Return shipping costs are the responsibility of the customer.
  • Items must be returned to our designated warehouse in their original condition including all packaging, tags, and accessories.
  • If the returned item shows signs of damage or misuse upon inspection, it will not be accepted and may be disposed of.
  • If the return passes inspection, a £1.50 warehousing fee will be applied and only the original product cost will be refunded. Shipping fees and taxes are non-refundable.

To start a return, please contact us first to obtain authorisation before sending anything back.

Disputes

Please note that disputes cannot be raised once an order has been marked as delivered for more than 30 days, as the order will have been closed on our end.

Force Majeure

Unfortunately Krasira and our suppliers cannot be held responsible for delays or damage caused by circumstances outside of our control. This includes but is not limited to natural disasters, international conflicts, strikes, epidemics, or customs inspections. We will always do our best to keep you informed if any such event affects your order.

Contact Us

If you have any questions or concerns about your order, please don't hesitate to get in touch with us. We are always happy to help and will do our best to resolve any issues as quickly as possible.