Refund policy

30-Day Return Policy

We have a 30-day return policy, meaning 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 regarding an item purchased from an independent retailer, please contact them directly.

Free Returns & Return Window

Each order is eligible for one (1) free return only. All items you wish to return from an order must be included in the same return request. Separate return requests submitted for the same order will be treated as additional returns and may be subject to return shipping fees.

Orders may arrive in multiple shipments. Please wait until your full order has been delivered before requesting a return.

How to Start a Return

To start a return, login into your account here, or the profile icon in the store's menu, or go to the refund policy or a returns page, and then request a return.

1. Log in to your account:
    1. In the "Email" field, enter your email address, and then click "Continue".
    2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
    3. Go back to the online store, and then enter a six-digit verification code.
2. Click "Request return" for the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click "Request return".

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at cs@catwwr.com.

Damages and issues

Please inspect your order upon delivery and contact us within 48 hours if the item is defective, damaged, or if you receive the wrong item.

This allows us to evaluate the issue quickly and make it right.

Excessive/Abusive Returns

We reserve the right to review and limit returns from customers who exhibit a pattern of excessive or suspicious return activity. In such cases, future orders may not be accepted.

Promotional Discount Policy

If you return items from an order that qualified for a discount based on a minimum spend, and your remaining items no longer meet that minimum, the discount will be recalculated.

In such cases, any refund due will be reduced to reflect the adjusted order value.

If the recalculated total exceeds the amount paid, no additional payment will be required, but no refund will be issued for the returned items.

This policy applies to returns made under our 30-day return period and does not affect your legal right of withdrawal within 14 days under EU law.

Free Shipping Adjustment for Partial Returns

If your order qualified for free shipping based on a minimum spend threshold, and you return items that reduce your remaining order value below that minimum, the standard shipping fee originally waived will be deducted from your refund.

This adjustment applies only to partial returns. If you return all items in an order, no shipping fee will be charged or deducted.


Exceptions / non-returnable items

Certain types of items cannot be returned, such as:

  • Perishable goods (e.g. food, flowers, or plants)

  • Custom products (e.g. special orders or personalized items)

  • Personal care goods (e.g. beauty products)

  • Hazardous materials, flammable liquids, or gases

Please contact us if you have questions or concerns about a specific item.

Unfortunately, we cannot accept returns on sale items or gift cards after the 14-day legal withdrawal period.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling-off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at cs@catwwr.com.