FAQ
AVAILABILITY
When will the new items be available?
New collections are available every month of the year.
In order not to miss any of the new collections, do not hesitate to
subscribe to our newsletter but also to follow us on the various
social networks.
An item I want is no longer in stock, will it be restocked?
Some items are restocked during the year depending on demand.
Follow us on our various networks to make sure you don’t miss anything.
I don't want to miss any collection, how can I do it?
Don't forget to subscribe to our newsletter and follow us on the various social networks!
PRODUCTS
The item I received is defective, what can I do?
We are very sorry that the item received is not as described.
Please contact customer service
info@krm-std.com to find the right solution for your
problem. Please do not return your item without confirmation of the
customer service and also indicate your order number to facilitate the
treatment of your problem.
What size item should I buy?
Some items are naturally oversized and others are true to size.
You can check the size guides on the product pages to ensure you choose the correct size.
How do I take care of my items?
A washing label is present on each item to be sure to keep your
KRM.STUDIOS products in the best conditions for as long as possible.
In general, you can wash your items on cold with similar colors.
by letting them air dry. This will help keep the shine
colors but also to preserve the embroidery and
prints on textiles.
For mohair garments It requires special care if you want to keep it as long as possible:
Hand wash: Use lukewarm water and a mild wool detergent. Soak the garment for 5 to 10 minutes, then rinse in lukewarm water.
Spin Dry: Do not wring the garment. Gently squeeze out excess water and dry flat on a towel.
Drying: Allow to air dry, away from direct sunlight and heat sources.
If you have any doubts, please do not hesitate to contact us info@krm-std.com
How can I get more information about an item?
Need more details about an item? Feel free to contact us by email at info@krm-stud.com for the item you want more information about!
DELIVERY
I placed an order but still haven't received a shipping confirmation?
Once your order is placed, our team quickly mobilizes to prepare it in our premises. This process aims to ensure efficient shipment to our carrier. You will then receive a shipping confirmation email, including the tracking number.
With this tracking number you will be able to follow the progress of your delivery directly from the "Track my package" tab on our website.
Please note that during periods of new collection launches or peak activity, this process may take slightly longer.
Where do you deliver?
We ship worldwide.
How much does delivery cost?
Shipping varies depending on your destination country.
You can see the amount you need to pay after filling in your shipping information.
Delivery is free in Switzerland for all orders over CHF 200.
How long does delivery take?
SWISS
Delivery to Switzerland is provided by La Poste. Delivery time
indicative is 3-4 days AFTER receipt of the shipping confirmation email indicating receipt of the goods by the carrier. This period is indicative,
valid on working days (excluding weekends and public holidays) and may
vary depending on the time of year.
EUROPEAN UNION AND OUTSIDE UNION
EUROPEAN For the European Union, the delivery time is
from 5 to 10 working days (excluding weekends and public holidays) and from 6 to 12 days
working days for the rest of the world (excluding weekends and public holidays). This period is indicative and may vary depending on certain
times of the year.
How can I track my order?
As soon as your order is shipped, you will receive an email with the tracking number
which will allow you to follow the progress of your delivery directly from the “Track my package” tab on our website.
Don't hesitate to consult it regularly to be sure not to miss the
delivery of your order.
I am not there when my order is delivered, what should I do?
If your package cannot be delivered because you are not there, the carrier may offer you several solutions such as:
drop off at a neighbor's,
drop it off at a drop-off point or
try to deliver it again. Feel free to look at your tracking number
to find out more about your delivery.
The indicated deadline has passed and I still have not received my order, what should I do?
As previously announced, delivery times are given as an indication and are likely to vary depending on the hazards that the carrier may encounter during delivery. Do not hesitate to look at your tracking link to know the progress of your delivery.
ORDER
Can I change or cancel my order?
As our orders are automatically transferred to the logistics department, we are unfortunately unable to cancel or modify an order that has already been validated. Please ensure your information and the items ordered when purchasing and before validating the order.
I haven't received any emails since I placed my order, what should I do?
You may have entered your email address incorrectly or the email may have been sent to spam.
Please contact us at info@krm-std.com to resolve your issue.
My order is marked as delivered but I haven't received anything, what can I do?
Contact us with your order number at info@krm-std.com to find a solution to your problem.
How can I know the status of my order?
Immediately after confirming your order, you will receive a summary by email.
of your order. Your order will be processed as soon as possible by
our teams. As soon as your order is shipped, you will receive a new
email containing your tracking number.
GIVE BACK
I would like to make a return for a refund, how do I do this?
You can return an item within 15 days of receiving your order without having to provide a reason.
To make a return, please first contact us at info@krm-std.com with your order number.
Items must be in their original condition without having been
worn or washed in their original packaging. Otherwise, the return will not be
accepted. Once received, your package will be examined (condition, odor,
container). Please note that if your returned items are not in their
original condition, we will not be able to accept your return and will be
obliged to return them to you.
Return costs are the responsibility of the customer.
You have 15 days after validation of your return to send the package.
The confirmation email from the after-sales service will be considered as validation of the return.
After this period, we will be obliged to refuse your return.
How long does a refund take?
Upon receipt of the returned item, we will proceed to refund it.
as soon as possible. Customer service will confirm the refund of
your order as soon as it is made. The refund is made to the payment method
used at purchase and is effective within 5-10 days
depending on your bank.
I would like to exchange an item, how do I do this?
You can exchange an item within 15 days of receiving your order.
Please send an email with your order number and the item you wish to exchange
to info@krm-std.com
We will confirm the possibility of an exchange with another item if the chosen size is still available.
PAYMENT
What payment methods are available?
You can pay with your Visa, Mastercard, Apple Pay card via our world-renowned payment provider Shopify Payments ensuring the security of information exchange.
My payment failed, what can I do?
This could be due to several things such as a credit card error or an item
out of stock. Please try again and verify your information.
If your bank account has been debited but you have not received any order or shipping confirmation, please contact us as soon as possible at info@krm-std.com
For any payment related issues, please contact us at
info@krm-std.com
for more information.