FAQs

What's the difference between your Pre-made designs and Made-To-Order designs?

Our Pre-made designs are made in advance and is only available in size S, M, and L at the moment and we cannot customized any pre-made designs. Our Made-To-Order designs are custom orders to accommodate our customers that need specific sizing. Available Made-To-Order designs will be listed under MADE TO ORDER where the styles and fabric are limited. If it's not listed there, then it's currently sold out and we are not offering the style(s) at the moment. 

How long does it take to receive an item once ordered?

Orders are processed and shipped within 24-48 hours, weekends and holidays excluded. For domestic orders shipping is via USPS Priority Mail and is expected to arrive within 2-5 days, holidays and weekends excluded. International orders are shipped via Express Mail and is expected to arrive within 5-7 business days, holidays and weekends excluded.

Do you do rush orders?
Yes. For US customers, we offer Express Service ($39.95) 1-2 days.

How much is shipping?

Can I order by phone?
Unfortunately, not at this time. All orders for KTRcollection are only available through our online store at www.KTRcollection.com.

What kind of payment methods do you accept?
We accept secure payment through Paypal, Visa, American Express, MasterCard, and Discover.

Why does the site take me to Paypal when I am trying to make a payment?

KTRcollection is using Paypal Express which is a very secure payment gateway. During checkout, you will be prompted to pay with a credit card or paypal using the Paypal Express gateway. Once payment has been entered, you will berouted back to KTRcollection to complete checkout.

Is my privacy and personal information secure on your site?
Yes, we understand the importance of your personal security and all information are protected. Once your order has been processed we can only view the last 4 digits of your card number. For more information on security, please refer to our Privacy Policy page.

Do you restock items that are sold out?
Sometimes depending on the item(s). We will add a note in the item description to indicate if the item will be restock and the approximate date it will be available for purchase.

Can I return or exchange my purchase?
Other than the items mentioned below in the non-refundable category, you can request for a refund or exchange within 14 days from the original invoice date. However, Any damage/ worn, or fragrant items from KTRcollection will not be accepted. Please visit our Returns and Exchanges page for more information.

Nonrefundable items
Credit will not be issued for the following: All sale items, all items from KTR Kloset, all customized/made-to-order purchases and any damage/ worn, fragrant, lost, stolen or missing items without tracking confirmation are non-refundable.

My order arrived damaged, how can I get a refund or exchange?
All KTRcollection merchandises are carefully inspected before shipping to our customers. If for some reason your item arrived damaged, please send a photo to info@ktrcollection.com within 2 days of receiving your order. If we have received a photo of the damage item within 2 days of receiving your order we will assumed it has been worn and unfortunately will not be able to process a refund. It is important that we offer exceptional customer service, but we must also take precaution to protect our business.

How do I track my package after it has been shipped?
You will receive an email after your order has been shipped with a tracking number. If you haven’t received your confirmation email and it has been more than 48 hours, please email info@ktrcollection.com with “Track Package” in the subject. Please include your name and your 4 digit order number.

My order is lost, what do I do now?
All KTRcollection merchandises are shipped with a tracking number. If you have not received your order, you can check the status HERE via USPS. If your tracking status said your order was delivered but you have not received it, please first contact your local post office with the USPS customer service number: 1 (800) 275-8777 and press "0" until you reach a live person. Please request the webmaster to put in a trace. Typically when a package was not successfully delivered, it will get returned to the local post office for pick up. Please note: KTRcollection is not responsible for any lost or stolen items that has been confirmed delivered.

How do I measure myself?
Please refer to our Size Guide.

Are your designs still handmade?
Yes, all Made-To-Order designs are still hand made.

Can you make me a custom design that is not on the site?
Unfortunately, we do not offer custom designs that's not on our site.

Do you still customize the length or waist size?
Yes, we can customized all items in the MADE TO ORDER page. However, we are not able to customize the other items as they are pre-made in size S, M, L.

I cannot find the answers to my questions, how do I reach Customer Care?

Please email info@ktrcollection.com with questions or concerns.