FAQ

Where do you deliver?

We currently ship to Canada, the United States, the United Kingdom, Australia, and New Zealand. Orders placed from outside these countries can't be fulfilled. Full details are in our Shipping Policy.

How long does delivery take?

Orders are processed within 1 to 3 business days, and delivery then takes another 4 to 9 business days — so you can expect your order within roughly 5 to 12 business days in total. See our Shipping Policy for the full picture.

How much does shipping cost?

Nothing — every order includes free shipping to all the countries we serve, with no added shipping or handling charges.

What currency will I be charged in?

Prices are shown and charged in your local currency based on your region — CAD, USD, GBP, AUD, or NZD — and include applicable VAT or GST where local law requires. More is in our Transactions Policy.

Will I have to pay customs or import duties?

Because orders ship from our international fulfilment centre, some destinations may apply import duties or customs charges on delivery. Where they apply, these are set by local authorities and are the customer's responsibility.

What's the order cut-off time?

Orders placed before 6:00 PM (ET), Monday to Friday, may be processed the same day. Anything placed after that, or over the weekend, is processed on the following business day.

Can I track my order?

Yes. Once your order ships, you'll receive a confirmation email with a tracking link, and you can check on it anytime via our Track Your Order page. Do note that tracking can take 3 to 8 business days to start updating after dispatch, depending on the carrier.

Which payment methods do you accept?

We accept Mastercard, Visa, Google Pay, Apple Pay, Shop Pay, and Amazon Pay. See our Transactions Policy for more.

Is my payment information secure?

Yes. Every transaction runs over an SSL-encrypted connection, and Karen Moree doesn't store full credit card details on its servers. Payments are handled by certified providers that meet PCI-DSS requirements. See our Transactions Policy for details.

What's your return policy?

You can request a return on eligible items within 30 days of delivery — a window that meets or exceeds the statutory return rights in the markets we serve. Items need to be unused, unworn, and undamaged, with all original packaging, tags, and labels included. Full details are in our Return & Refund Policy.

How do I start a return?

Email us at support@karenmoree.com with your order number, full name, shipping address, the item(s) you'd like to return, the reason for the return, and photos if the item is incorrect or damaged. Our Return & Refund Policy has the full process.

Is there a restocking fee?

Yes — a 15% restocking fee applies to all approved returns, covering inspection, handling, and restocking. You'll be told about it before you confirm your return, and it's waived if the item arrived defective or damaged. More is in our Return & Refund Policy.

Can I cancel my order?

Orders can be cancelled within 30 minutes of purchase. After that, the order enters processing and can no longer be cancelled. Once it's delivered, you can request a return in line with our Return & Refund Policy.

When will I receive my refund?

After we've received and inspected your return, we'll let you know whether it's approved. If it is, the refund goes to your original payment method, in the currency you were charged, within up to 10 business days. Keep in mind the 15% restocking fee is deducted where it applies, and original shipping costs aren't refundable.

What if my order arrives damaged or incorrect?

Please check your order as soon as it arrives. If anything is defective, damaged, or incorrect, contact us at support@karenmoree.com as soon as you can, with photos of the item. In those cases the restocking fee is waived and we cover the return shipping costs.

How is my personal data protected?

We handle all personal data in line with the data protection laws that apply where you live — including UK GDPR (UK), the Privacy Act 1988 (Australia), the Privacy Act 2020 (New Zealand), PIPEDA (Canada), and applicable US state privacy laws. We don't rent, sell, or share your personal information with third parties for their own use. See our Privacy Policy for more.

How can I contact Karen Moree?

You can reach us by email at support@karenmoree.com or through our Contact page. Our customer service team is available Monday to Friday, 9:00 AM – 6:00 PM (ET) and aims to respond within 24 hours on business days.