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TOP FAQs

What Size Am I?

It's tricky to find the right size when shopping online. We totally get it! That's why we created a handy size guide, which you can find on every product page, to help you find the right size. If you're still unsure, then send us an email at  sales@katchme.com  

I’m an Influencer/Ambassador and Would Like to Collab! How Do I Contact You?

Thanks for your interest! You can check out our Affiliate Program page to apply. One of our influencer managers will contact you if we have available spots.

Where Does KatchMe Ship From?

Our products are manufactured and shipped from premium factories across East and Southeast Asia. Our factories follow strict local, national, and international regulations and have certifications from recognizable international organizations, including standards ensuring worker health, safety, and living wages. KatchMe cares about all stakeholders involved in our value chain. We are committed to supporting the well-being of people and the planet. See the Responsibility page to learn more.

What Is the Status of My Order?

You'll receive a shipping confirmation email once your order has been shipped. You can click on the tracking link in the email to view the updated status of your package. If you need help finding this, email us at  sales@katchme.com  and we'll happily check it for you! 

Can I Change or Update My Order?

We process our orders quickly and cannot change or update your order once it has finished. Please reach out to us as soon as the order is placed at sales@katchme.com and our customer service team will try to accommodate any changes before the order is packed for shipment. Please note that this is not always possible. 

How Do I Use a Katchme Coupon Code?

Once your bag is filled, proceed to the checkout page. There, you'll see a place to enter your promo code. Once added, the system will automatically apply the code.

What's Your Return Policy?

While we're confident you will love the product you ordered, you have 30 days to decide if an item is right for you.

If you would like to return the item, please contact us within 30 days of delivery. Please email sales@katchme.com with your return request. Please be sure to indicate which item or items you will be returning and your reason for return. 

Do not send returned items from the package you received to the sender's address. We will not accept any returns that have not been initiated with us before your return shipment.

Once you receive the return confirmation, you may return the unworn and unwashed products to the provided address. We must receive the returns within 30 days of the return confirmation email. Please note that we do not cover return delivery fees. Returns for underwear are not accepted.

If you have not received your refund within 14 days of shipping your returned product, please contact sales@katchme.com

Where Can I Get the Discount?

You can find coupon codes through an influencer, a referral, our homepage, the app, an email newsletter subscription, social media, or various other channels. Be sure to check specific guidelines, limitations, and validity dates listed for each code.

Protect Yourself from Phishing Scams:

To ensure your safety, please order exclusively through KatchMe official websites or official KatchMe TikTok and Facebook accounts.

Our official customer service email address is sales@katchme.com.
Scammers may use email addresses resembling our brand name but with slight variations or misspellings, so double-check before responding.

Packaging Tips for Returns

USE BAGS, NOT CARBOARD BOX!

To prevent damage and ensure your returned items arrive safely, please use a shipping bag instead of a cardboard box whenever possible. Using a cardboard box may result in your returned items being lost due to box damage, and unfortunately, we will not be able to investigate or compensate for such losses.

DO NOT SEND ANY PERSONAL ITEMS other than return items!

Please ensure return the correct KatchMe items. If you send the wrong item by mistake, contact our customer service immediately.

Please note: KatchMe cannot guarantee retrieval of incorrectly returned items, as we do not store or take responsibility for any incorrect, non-halara, or personal items returned. Please double-check your return before shipping.

Orders & Shipping

How Can I Place an Order?

To make a purchase, find the product you want, select a color and size, and click the "Add to Cart" button. Continue adding products, or click "Checkout" to complete your order! Create a KatchMe account to make your shopping trip even smoother with auto-filled information, easily accessible order history and status, and updates directly to your inbox about new releases and special promotions.

My Order Status Isn’t Updating, or My Package Is Delayed. What Is Happening?

Oh no! We're sorry to hear this! Please email us at sales@katchme.com and we'll check on your order to see if we can find any additional information.

How Long Does Shipping Take?

Shipping time can vary depending on the destination region and country. You can check out our shipping page for an updated timetable of delivery times by country.

Can I Change My Shipping Address After Placing an Order?

Due to our quick order processing times, we are unable to change the details in your order once it has been confirmed and processed. If you wish to change the shipping address, please cancel your previous order and place a new one.

I Made a Mistake on My Order, or I Want to Add or Change Something. Can I?

We try to get product to you as quickly as possible so we process and ship orders quickly after the transaction is placed. Email us at sales@katchme.com as soon as possible, and we'll do our best. However, please note that changes may not be possible if the order has been packed for shipment.

Can I Cancel My Order?

Please contact us at sales@katchme.com to cancel your order before it has shipped. We would be more than happy to help with the cancellation however, once the order has been shipped, we are unable to cancel your order. If you are not 100% satisfied with the items once the package has been received, we’ll gladly assist you with the return. If you have any other questions, please reach us at sales@katchme.com.

What happens if my package is lost and stolen?

Once your items have shipped, we are not liable if they are stolen or lost in transit. If your tracking number shows that your package was delivered but you did not receive it, please allow 2-3 more days for delivery before contacting your local carrier for more information.

What Shipping Courier/Company Do You Use?

This changes based on the destination country or region. Once it ships out of one of our warehouses (in China or the US), it will be handled by local couriers in the origination source. Then, once it reaches your country or region, it will be handed from the original postal courier to the local courier that services your region. You may receive two tracking numbers: one for the original courier from when it leaves our warehouse and one for the local courier making the delivery to you!

Exchanges & Returns

What's Your Return Policy?

While we're confident you will love the product you ordered, you have 30 days to decide if an item is right for you.

If you would like to return the item, please contact us within 30 days of delivery. Please email sales@katchme.com with your return request. Please be sure to indicate which item or items you will be returning and your reason for return. 

Do not send returned items from the package you received to the sender's address. We will not accept any returns that have not been initiated with us before your return shipment.

Once you receive the return confirmation, you may return the unworn and unwashed products to the provided address. We must receive the returns within 30 days of the return confirmation email. Please note that we do not cover return delivery fees. Returns for underwear are not accepted.

If you have not received your refund within 14 days of shipping your returned product, please contact sales@katchme.com.

What’s Your Exchange Policy?

We currently do not offer exchanges. If you'd like to swap sizes, we recommend that you proceed with a return and then place a second order for the correct size. This way, you won't have to wait an additional two weeks for us to receive the product before your new size is shipped! If you need further assistance, please email us at sales@katchme.com.

How Do Refunds Work?

Refunds will be issued to the original payment method. You'll receive an email confirmation of the refund once completed. If you haven't received the refund to your account within 14 days, please contact your bank with proof of confirmation so they can assist in speeding up the approval process.

An Item I Ordered Is Out of Stock. What Can I Do?

If an item you ordered is out of stock, you can cancel the order for a refund or replace the item with another product. Please email us at sales@katchme.com for assistance. 

Can I Return My Order After I’ve Tried the Products On?

We understand that you have to try on products to know if they fit, but please keep in mind that we cannot accept returns if there are remnants of makeup, deodorant, and/or perfume.

Are Returns Free?

No, you are responsible for any return shipment fees.

My Item Arrived Damaged, What Should I Do?

If you receive a damaged or flawed item, please email us at sales@katchme.com as soon as possible. After review, we will send a replacement product or refund you for the price of the defective item if possible. 

What should I do if I’ve returned a non-KatchMe item by mistake?

In this situation, we are unable to locate and return the items for you, so please double-check that the products you send are correct. 

Received a faulty item, what should I do?

If you receive a damaged or flawed item, please email us at sales@katchme.com as soon as possible. After review, we will send a replacement product or refund you for the price of the defective item. 

Sizing & Colors

How Do I Find My Size?

It's tricky to find the right size when shopping online. We totally get it! That's why we created a handy size guide, which you can find on every product page, to help you find the right size. If you're still unsure, then send us an email at sales@katchme.com.  

The Style/Color/Size I Want Is Out of Stock. When Will You Be Restocking?

If your item hasn't been restocked, email us at sales@katchme.com to let us know. We love knowing which styles our customers want back!

Product Information

What Materials Do You Use for Your Products?

We use a variety of materials for our products, but mainly nylon, spandex, and cotton. All our fabrics are high-quality, have high elasticity, and are breathable to provide the comfiest, softest products possible.

How Do I Wash My Products?

We recommend washing our garments with gentle detergents at low temperatures. It's better for the environment and your clothes! You can find more detailed recommendations on the product tags.

Does your clothing contain PFAs?

Using safe materials is a priority we take very seriously. Our clothing is designed without PFAs and is in full compliance with all regulations regarding PFAs. We are committed to ensuring that our products are safe for our customers and the environment.

Payment & Discount

What Payment Methods Do You Accept?

We accept all major credit cards (VISA, MasterCard, AMEX), PayPal, Apple Pay, Google Pay, Please note that some banks may charge users foreign transaction fees when you pay by credit card.

Why Was My Payment Declined?

There are a few reasons why payments may be declined. If you paid via credit card or PayPal, email us at sales@katchme.com for assistance.

Are Taxes and Customs Duties Included in the Price?

All orders include standard customs clearance and import duties. The price you see is the price you pay—no hidden fees upon delivery.

Do You Offer Price Adjustments?

We cannot adjust pricing after the order has been placed.

What Currency Are Payments Transacted In?

All orders are placed in USD. If your payment method's original tender type is not USD, your bank or payment facilitator will convert it to your local currency at their current daily exchange rate. This also means that if you return a product or receive a refund, it will be issued in the exact USD amount you paid, based on the current daily exchange rate at the time of refund. It is possible those amounts may differ slightly.

I Ordered Something, and Now It’s on Sale! Do You Offer Price Adjustment?

Our sales and discounts are only available for a limited time, so we do not offer price adjustments. To stay on top of promos and sales, subscribe to our mailing list.

What Is Your Discount Code Policy?

Please note that katchme.com(also referred to as Katchme) reserves, at their discretion, full rights to the usage of discount codes. In cases where a customer violates discount code regulations, Halara has the right to cancel the order or forfeit the payment discount code. Rules are as follows:
Can discount codes be applied to sales?
Discount codes are only valid on full-price products.
Since the sale item is already discounted, monetary discounts cannot be applied.
How do I use my code?
To redeem a discount code, enter the discount code during the checkout process. Only one discount can be used per purchase. Discount code codes may not be applied towards sale items.
I forgot to use my discount with my purchase. Can you give me a credit?
Discount codes can't be applied after the purchase is complete. If you forgot to use your discount code and it is now expired, look out for new codes and offers in the future. If the discount code has not expired, you can use the discount code on your next order.
Can I use more than one discount code at a time?
No. You may redeem only one discount at a time. Usage is also subject to the terms and conditions of the discount code.
Can I use an expired discount code?
The expired discount code can't be used. Each discount code has an expiration date. If you are having issues with it, please contact us via sales@katchme.com.
What if a discount makes the order total fall below the free shipping minimum?
A discount code doesn't work on shipping fees.
Free shipping will not be applied if the total falls below the free shipping minimum using the discount code.

If you still have any questions, please contact us at sales@katchme.com.

Why Is My Refund Amount Different From the Total Amount of My Order?

This may be due to the following reasons:

1. Shipping fees are nonrefundable

2. Your order, placed in USD, had a different daily exchange rate to your local currency at the time of order than at the time a refund was processed.

Please email us at sales@katchme.com. if you have any further questions.

Can I Stack Two Promo Codes in the Same Order?

No. Only one promo code can be used per order. If you're unsure about using coupons or promo codes, email us at sales@katchme.com, and we can assist you!

Why can't I place an order with this credit/debit card?

If your payment method is supported, please confirm the card's validity, balance, or availability with your bank first.

If your payment method is not supported, we recommend using an alternative payment method/channel.

My discount code isn't working?

Please note that sales@katchme.com (also referred to as Katchme) reserves, at their discretion, full rights to the usage of discount codes. In cases where a customer violates discount code regulations, Halara has the right to cancel the order or forfeit the payment discount code. 

Why did my payment fail and what should I do?

There are a few reasons why payments may be declined. If you paid via credit card or PayPal, email us at sales@katchme.com for assistance.
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