Refund policy
30-Day Return Policy
We offer a 30-day return policy. You have 30 days after receiving your item to request a return.
To be eligible, your item must be in its original condition: unworn, unused, with tags, and in its original packaging. Please include your receipt or proof of purchase.
We only accept returns for garments purchased through the catwwr.com online store. If you have a concern about an item bought from an independent retailer, please contact them directly.
Return Window & Free Returns
Orders may arrive in multiple shipments. Please wait until your full order has been delivered before requesting a return. The return window starts from the day you receive the last item in your order.
Each order is eligible for one (1) free return. All items you wish to return from an order must be included in the same return request. Separate requests for the same order will be treated as additional returns.
How to Start a Return
To start a return or cancellation, log in to your account at https://account.catwwr.com and open your orders.
- Enter your email address and click "Continue."
- Open the email from our store and copy the six-digit verification code.
- Return to the store and enter the code.
- Select the order you want to return, then choose the items and a return reason.
- Click "Request return."
Once your return is approved, we'll send you instructions on how and where to send your package. Items sent back without an approved return request will not be accepted.
Questions? Contact us at cs@catwwr.com.
Return Shipping Costs
Return shipping is free. Once your return is approved, we'll provide instructions on how and where to send your package.
Damages and Issues
Please inspect your order on delivery and contact us within 48 hours if an item is defective, damaged, or incorrect. This lets us evaluate the issue quickly and make it right.
Your Right of Withdrawal (EU)
If your order is delivered within the European Union, you have the legal right to cancel or return it within 14 days, for any reason and without justification. This right applies in addition to our 30-day return policy.
The 14-day withdrawal period begins the day you receive the last item in your order. To exercise it, tell us you're withdrawing by logging in to your account at https://account.catwwr.com or by emailing cs@catwwr.com.
Once you've notified us, you have 14 days to send the items back. Items must be returned in the same condition you received them: unworn, unused, with tags, and in their original packaging.
We'll refund you within 14 days of receiving the returned items, or from the date you provide proof that you've sent them back, whichever is earlier. Refunds are made to your original payment method.
For full withdrawals, we refund the original cost of standard delivery. If you chose a premium or expedited delivery upgrade, we refund the standard delivery cost only, not the upgrade.
Refunds
We'll notify you once we've received and inspected your return and let you know if it was approved. If approved, you'll be refunded to your original payment method. Refunds are issued within 14 days of us receiving your return, or of you providing proof of postage, whichever is earlier. It can take additional time for your bank or card provider to post the refund.
If you haven't received your refund within this timeframe, contact us at cs@catwwr.com.
Exchanges
The fastest way to get what you want is to return your item and, once the return is accepted, place a separate order for the new one.
Non-Returnable Items
Certain items may be non-returnable where permitted by law, such as personalised or made-to-order pieces. This does not affect your statutory right of withdrawal within 14 days under EU law.
Excessive or Abusive Returns
We reserve the right to review and limit returns from customers who show a pattern of excessive or suspicious return activity. In such cases, future orders may not be accepted.
Promotional Discount Adjustments
If you return items from an order that qualified for a minimum-spend discount, and your remaining items no longer meet that minimum, the discount will be recalculated. Any refund due will be reduced to reflect the adjusted order value. If the recalculated total exceeds the amount paid, no additional payment is required, but no refund will be issued for the returned items.
If your order qualified for free shipping based on a minimum-spend threshold, and you return items that bring your remaining order value below that threshold, the standard shipping fee originally waived will be deducted from your refund. This applies only to partial returns. If you return all items in an order, no shipping fee is charged or deducted.