FAQs

Ready to Ship: Items are already made and in stock. Please allow 1–3 business days for processing before shipment, unless a different timeframe is stated in the product description at purchase.

Made for You: Items are made after you place your order. Please allow 7–10 business days for production and processing before shipment, unless a different timeframe is stated in the product description at purchase.

Processing time is separate from carrier transit time. Choosing upgraded shipping does not shorten production or processing time.

If your order includes both Ready to Ship and Made for You items, the entire order ships together once the Made for You items are ready.

Made for You items are final sale. The defective, incorrect, or significantly misdescribed item process still applies. Please review the final-sale and order-modification sections for details.

Yes. If your order includes both Ready to Ship and Made for You items, your entire order ships together once the Made for You items are ready. Please allow the Made for You processing time of 7–10 business days before shipment, unless a different timeframe was disclosed at purchase.

Priority or Express shipping changes the carrier service used after your package ships. It does not shorten production or processing time.

Please allow 1–3 business days for Ready to Ship or 7–10 business days for Made for You before carrier transit begins, unless a different processing estimate was disclosed at purchase.

Your delivery timing includes two separate stages: our processing time and the carrier’s transit time. Review the product’s processing estimate and the shipping service selected at checkout.

For an event, performance, or other date-sensitive purchase, allow time for both stages. Selecting an upgraded shipping method does not guarantee that production will finish sooner.

Review the product description for the processing estimate that applies to your purchase. A sale price does not mean an item is Ready to Ship. If the item is identified as Made for You, allow 7–10 business days before shipment unless a different timeframe was disclosed at purchase.

Business days are Monday–Friday, excluding major holidays. Weekends and major holidays do not count toward processing time.

Return-request windows and the seven-day mailing deadline use calendar days. The 72-hour Made for You modification window includes weekends and holidays.

Processing time and carrier transit time are separate; refer to the estimate provided at purchase.

If we cannot ship within the promised timeframe, we notify you by that deadline with a revised estimate, or explain that one is unavailable. You may accept the delay or cancel affected unshipped merchandise for a prompt refund. This applies even to discounted or final-sale items; required refunds are not replaced with store credit.

Yes. Available destinations and shipping options appear at checkout. Production and processing take place before international transit begins. Customs processing can add time.

Customers are responsible for applicable import duties, taxes, and customs charges. These may need to be paid before customs releases the package. Contact the relevant customs authority about charges it collects directly.

Orders process immediately. Changes are not guaranteed; requests do not pause processing or shipping. For urgent requests, call +1 (831) 221-9530 during support hours instead of waiting for email. Calling still cannot guarantee a change.

Ready to Ship: Approved changes have no change fee if the order has not shipped and the requested item is in stock. Product-price differences apply.

Made for You: Request changes within 72 hours of purchase, including weekends and holidays. Approved changes cost $10 plus any price difference, subject to availability and production feasibility. Customer-requested production changes are not accepted after 72 hours.

We confirm extra payment and revised shipping estimates before proceeding. A change is complete only when we confirm your order has been updated. Email, voicemail, chat, or phone requests alone do not.

If the order ships before we confirm a completed change, the original return terms apply. An uncompleted request does not make the original item incorrect or change its return eligibility. Final-sale items stay final sale, even when you requested a different final-sale item.

If we confirmed an update but shipped the wrong item, our incorrect-item process applies. We do not charge a change fee to correct our mistake.

No cancellations after an order is placed. Check items, sizes, colors, and shipping address before checkout. We contact you if we cannot fulfill an item.

For all items, we contact you before any size, color, or style substitution. Without an agreed replacement, we refund the unavailable item's paid amount and tax, including discounted, final-sale, and international purchases.

Other available items still ship under their original return terms. If a top and bottom were purchased separately, the available piece ships and the unavailable piece is refunded. For a product sold as a complete set, we contact you before sending an incomplete set.

If the entire order cannot be supplied, we refund the full order, including shipping.

Domestic orders only. Items must be full price, with no discount code, automatic discount, promotion, BOGO, shipping discount, or free shipping on the order.

Request a return within 14 calendar days of delivery. Final-sale items are excluded.

You purchase the return label and pay return postage. Original shipping is nonrefundable. There is no additional handling or restocking fee.

Refunds cover the paid merchandise amount and applicable tax, issued to the original payment method after inspection, within five business days of receiving the return. Banks may take longer. Gift-card or store-credit payments return to the same payment method, except where cash is required.

After 14 days, eligible full-price items qualify for store credit through day 30. Full-price orders with free shipping qualify for store credit only.

Eligible discounts of 50% or less, including 40% promotions, qualify for store credit only within 30 calendar days of delivery. Full-price items also qualify. Final-sale exclusions apply.

You buy the label and pay return postage for full-price, discounted, BOGO, size, fit, and preference returns. No additional handling or restocking fee applies.

Buy 1 Get 1 Free, Buy 2 Get 1 Free, and Buy 2 Get 2 Free: Store credit is available only when every item in the qualifying offer was full price before BOGO, with no additional merchandise discount and no final-sale items.

BOGO on sale or already discounted items is final sale. Offers containing clearance, Made for You, sample-sale, or other final-sale items are also final sale.

Credit equals the amount paid for eligible returned items plus applicable tax, excluding original shipping. Partial BOGO credit divides the group's paid amount proportionally by regular prices: four equally priced sets bought for $100 receive $25 per returned set, plus tax. Free items do not receive full retail credit; total credit cannot exceed the amount paid.

Final-sale purchases cannot be returned for a refund, store credit, or exchange:

• Kouture Closeouts and/or Clearance Collection items.
• $40 or $48 sets marked final sale before purchase.
• Items discounted more than 50%, with the restriction disclosed before purchase.
• Made for You items, custom or personalized orders, and costume orders.
• Mystery bags, boxes, or merchandise; sample-sale items; and sale lots.
• BOGO purchases that do not meet the full-price requirements above.
• Direct purchases at trade shows, pop-up shops, or other in-person sales events.
• Wholesale orders.
• All Facebook orders, regardless of price or promotion, including full-price and BOGO purchases.
• Any other item marked final sale before purchase.

All merchandise markdowns and additional discounts count toward the total discount. Each item's eligibility also depends on the BOGO rules and refund restrictions for the whole order.

Free shipping alone makes an otherwise eligible item store-credit only, not final sale. Defective, incorrect, or significantly misdescribed items are handled separately below.

No direct exchanges. Return an eligible item for credit, then reorder at current prices, promotions, availability, and shipping charges. Returns do not reserve stock or extend promotions.

Eligible international items qualify for store credit only within 30 calendar days of delivery, including full-price items and discounts of 50% or less. Eligible BOGO purchases must meet the full-price requirements above. All final-sale exclusions apply, including Facebook orders.

You purchase the return label and pay return postage. Original shipping is excluded from credit. The same condition and mailing requirements apply. Routine original-payment refunds are unavailable.

We cover approved returns for our errors or defects. Address customs charges paid directly to a customs authority with that authority.

Contact the selling retailer; its policy applies. We do not accept routine direct returns of third-party purchases.

Submit eligible return requests through our Return Portal within 14 calendar days of delivery for a refund or 30 calendar days for store credit, depending on eligibility.

Follow the portal instructions and wait for approval before mailing. Include your order number and return authorization details in the package, and send only approved items. You purchase your own return label and pay postage.

For defective, incorrect, or significantly misdescribed items, email info@kandikouture.com instead, as explained below.

Items must be unworn, unused, unwashed, unaltered, and undamaged, with original tags attached and original product packaging and barcode.

Items must be free of stains, makeup, deodorant, perfume, smoke, body odor, and signs of use. Try on dancewear over undergarments. Items worn to class, rehearsals, performances, photoshoots, or events, or damaged through use, washing, or alteration, are ineligible.

Mail within seven calendar days of authorization, based on carrier acceptance or postmark. Keep your receipt and tracking number. Our response delay does not penalize a timely request.

Approved credit is issued automatically at the carrier's first acceptance scan, not label creation. Item and attached-tag photos may be required before approval.

Credit remains subject to inspection. Incorrect, ineligible, or missing items may cause an adjustment; we contact you first.

Find credit in your return confirmation, email, or account; contact us if missing.

Return credit expires one year after issuance, except where expiration is prohibited or a longer period is required. Purchased gift cards do not expire. The previous $10 Shop Now bonus is no longer offered.

Approval is subject to inspection. Final-sale, unauthorized, late, or returns that fail our condition requirements may be rejected; we email the reason. No refund or credit applies, and early credit may be adjusted.

To have an ordinary rejected item sent back, you pay the actual return postage. Do not send items contaminated with bodily fluids or unsafe materials. We will contact you about appropriate handling or lawful disposal if received.

Items that arrived defective or incorrect follow the process below.

Email info@kandikouture.com promptly with your order number, affected item, problem description, and clear photos, before wearing, washing, repairing, or altering it. This also applies to final-sale and Facebook purchases, including confirmed manufacturing, sizing-label, or description errors.

Repairable defect: We provide a prepaid domestic USPS Ground Advantage label, prioritize the repair, and ship it back at our expense.

Unrepairable defect: No return is needed. We replace the same item at no charge if available.

Replacement unavailable: Choose a comparably priced replacement at no charge or credit for the amount paid for the defective item plus $10. If neither works, we review another appropriate resolution, including any legally required refund.

Wrong item or significantly different from its description: We arrange an appropriate correction at our expense.

We cover approved return shipping for our errors or defects. International customers receive an appropriate return method or postage reimbursement.

Use packaging suitable for the supplied label. USPS Ground Advantage cannot use Priority Mail or Priority Mail Express packaging. You are responsible for extra postage caused by incorrect packaging; we explain the cost before arranging another label.

Email info@kandikouture.com promptly with your order number, the missing item, and photos of the items and packaging received. Keep the packaging while we review the shipment.

We verify the order and packing details before arranging a resolution. A verified missing item is handled as an order issue, including when the purchase was final sale. If we cannot supply the item, we contact you about an agreed replacement or refund its paid amount and applicable tax.

Check the tracking link in your shipping email. If you cannot find the email, check your spam folder or contact us with your order number.

A shipping label can be created before the carrier accepts the package. The carrier’s acceptance scan confirms receipt. Tracking updates may take time to appear; contact us if your shipment has no acceptance scan or you need help checking its status.

The carrier handles tracking, transportation, and delivery after acceptance. Contact the carrier first with your tracking number for delays or missing packages. In-transit status does not automatically qualify for a refund or replacement.

We do not refund or replace packages lost or stolen after correct delivery to the order's address. If tracking says delivered but you did not receive it, ask the carrier to verify the location and investigate misdelivery; a scan alone does not establish correct delivery.

Contact us if the carrier needs sender documentation. Verified shipping errors and confirmed non-delivery are reviewed separately under applicable customer protections.

If a package returns because the address is incorrect or undeliverable, we place it on hold and contact you. Reshipping requires a corrected address and additional postage. Contact us promptly so we can review your order.

Unless the promotion permits it, additional codes—including free-shipping codes—cannot apply to marked-down or compare-at-price merchandise, final-sale items, Made for You items, mystery merchandise, or sample-sale items.

Enter codes before checkout and within the promotion's dates. We do not apply codes retroactively, extend expired offers, or carry them to later replacement orders.

If an excluded code is accepted mistakenly, we hold affected unfulfilled items and explain the corrected price and revised shipping estimate. Additional charges require approval. If you decline, we refund those unfulfilled items.

Review the size information on the product page before purchasing. Measure the dancer and compare the measurements with the chart instead of relying only on age or usual clothing size.

Fit can vary with a style’s cut and fabric. If you need help, contact us with the style name and measurements before ordering. Routine size or fit returns must meet the return eligibility rules below.

Use “Notify Me When Available” when offered, or email info@kandikouture.com with the style, color, and size. Restock timing and availability vary.

Closeout styles are generally not restocked.

Follow the care instructions supplied with your garment. Contact us before washing if you need help identifying the correct care for a fabric or finish.

Damage caused by wear, washing, or alteration does not qualify as an arrival defect. Inspect your order before wearing or washing it.

Email: info@kandikouture.com
Phone: +1 (831) 221-9530
Chat: Website chat
Hours: Monday–Friday, 9 AM–4 PM Pacific Time, excluding major holidays. After-hours calls are returned within one business day.

Business days mean Monday–Friday, excluding major holidays. Nothing in this policy limits rights or remedies required by applicable law.

Include your order number, the name and email used at checkout, and a clear description of the request. For an item issue, include photos of the entire item, attached tags, inside size label, and a close-up of the problem.

For urgent order modifications, call during support hours. A request does not pause production or shipping; an order change is complete only after we confirm it.