FAQs
Tips
Q1: What's the most efficient way to answer your questions or solve your problems?
A: We suggest you reach our customer support team via email at service@klatie.com. Please be sure to include your name, email address, and any order details when first contacting our support team. Our team will reply within 24 hours on business days.
About Product Info
Q1: What's the shorts' length? How long is the inseam?
A: The size chart is on the product page, and you can find it on the right of the size choice. And please note that Klatie has different collections whose sizes may differ. So please ensure the size chart you check is the product you want.
Q2: Do you have a quality guarantee?
A: Absolutely. We want you to be completely satisfied with your purchase. If your products are flawed in any way, just contact us and we'll make it right.
Q3: Why does the color of my item look different than the pictures?
A: We try our best to accurately represent each item - however, to differences in screen resolution, colors may appear slightly different in real life.
About Order Info
Q1: Why I don't receive your confirmation email?
A: Sometime the email may go to the junk box, have a check please. Then if you get nothing in it, feel free to contact us at service@klatie.com.
Q2: How do I cancel my order?
A: Generally, We only accept order cancellation before the order is shipped. Please email us asap if you want to cancel the order. service@klatie.com
Q3: Why does my discount code doesn't working?
A: Firstly, check if your code has been applied successfully. Then check if the code already expired or is in the wrong spelling, please.
About Payment
Q1: What payment methods do you accept?
A: Credit card. paypal, klarna.
Q2: Why my payment was declined?
A: Please check the details of your card info to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Besides it, please ensure that you have not reached the card limit or if the card is currently being reviewed by your bank. In case your payment is still refused, we suggest you try a different card or payment method. If the advice above does not work, please contact us with detail about the error asap.
About Shipping Info
Q1: What's the shipping free?
A: For orders over $49, shipping fee is free. For orders under $49, the shipping fee is $4.99.
Q2: How long is your shipping time?
A: The time frame of order delivery is divided into two parts: Processing time: 1 - 2 Business Days; Shipping time: 5 - 8 Business Days. For more details, please check Shipping Policy.
Q3: Where is my package now?
A: To track your order, please into order-tracking, enter your tracking number and you can track your order.
Q4: Where is the tracking number?
A: 1. Just log in to your user account in our online store, then you'll get the order details and track number. 2.After placing your order, please check your email box. You'll receive e-mails that confirm and update your order status, including your shipment tracking number.
Q5: Do you offer overnight shipping?
A: Sorry we don't offer overnight shipping.
Q6: Why there is not any tracking info about my order or the tracking info hasn't been updated for a long time?
A: As it is international shipping, the shipping will take some time to be updated when it is in transit. Also, it will take time to get the updated info from the shipping company. Contact us at service@klatie.com and we will try our best to update that info for you.
Q7: What happens if I am not in when it arrives?
A: A signature may be necessary when the package is to be delivered, so it is preferable for you or somebody else to be at home. If you have missed the package, please check with your local shipping company or post office with your tracking number to pick up the parcel asap.
About Return & Refund
Q1: What is your return policy？
A: We have a high-quality control standard to make sure all the products we ship are in perfect condition. If you are not 100% satisfied with your purchase, you may request a return within 14 days after receiving your package. For more information, you can check our Return Policy.
Q2: When will I get the refund?
A: Our warehouse will verify the conditions of the return items within 7 business days upon receipt. After the return verification is completed, we will process your refund immediately. The time range also depends on the refund method you choose, normally takes 1-15 business days.
Q3: Could I get the full refund if I return the order?
A: We will offer a full refund on all items that have been returned in new condition, unwashed and unstained. Discount codes cannot be refunded as monetary value and will be deducted from the total amount of the refund.
If you have any questions, please feel free to contact us,the following is our contact information:
Phone number: +1 213 425 6711
Email: service@klatie.com
Service time:
Monday - Saturday: 10am - 6pm PST
Business Address: 494 Lower Fricks Lock Road, Unit 102, Pottstown, PA 19465