FAQ
Everything you need to know before, during, and after your order.
Can't find the answer to your question?
Our team is available at contact@kaaralu.com.
ORDERS
How do I place an order?
Select the item you are interested in, choose your size and add it to your cart. Once your order has been validated and your payment confirmed, you will receive a confirmation email at the address provided during your purchase.
How do I know if my order is confirmed?
Once payment has been validated, a confirmation email will be sent to you with a summary of your order. Please remember to check your junk mail if you do not receive it.
Can I modify or cancel my order?
If you wish to modify or cancel your order, please contact us as soon as possible at contact@kaaralu.com. We will do our best to intervene before it is shipped.
Once the order has been shipped, it may no longer be possible to modify or cancel it.
Are the parts available immediately?
Some items are available in stock and can be shipped once your order has been confirmed. Others are available on request and are made to order.
The estimated lead time is indicated on the relevant product page.
What does "Made to order" mean?
A "Made-to-order" item is crafted specifically following your purchase.
This process allows KAARA LU to produce certain items in controlled quantities and avoid overproduction.
The production lead time is indicated on the product page before your purchase.
DELIVERY
Where does KAARA LU deliver?
KAARA LU ships orders within France and internationally.
Available destinations and shipping costs are calculated at the time of order, based on the delivery address and parcel specifications.
What are the delivery times?
Delivery times depend on the destination, the carrier, and, when an item is made to order, its production time.
For items available in stock, the order is prepared before it is shipped.
For made-to-order items, the production time is indicated on the product page.
Which carriers do you use?
KAARA LU may use different carriers depending on the destination and the characteristics of the order, including Colissimo, Chronopost, DHL, UPS, or Mondial Relay.
The available delivery method will be offered to you at the time of ordering.
How can I track my order?
When your order is shipped, you will receive an email with tracking information once a tracking number becomes available.
What should I do if my package arrives damaged?
If your package appears damaged upon delivery, we recommend that you keep the packaging and take photographs of the package as well as the item received.
Then contact contact@kaaralu.com with your order number and the photographs so that we may examine the situation.
Are customs duties included for international orders?
Any customs duties, import taxes, or fees applied by the authorities in the destination country may remain the responsibility of the customer.
These fees depend on the country of delivery and are not determined by KAARA LU.
SIZES & FIT
How do I choose my size?
Consult our Size Guide available on the site before placing your order.
We recommend that you take your measurements and compare them with the information provided for each model.
Where can I find the size guide?
If you are between two sizes, we recommend that you check the fit information provided on the product page or contact us at contact@kaaralu.com before ordering.
What to do if I'm between two sizes?
If you are between sizes, we recommend that you check the fit information provided on the product page or contact us at contact@kaaralu.com before ordering.
Are KAARA LU pieces oversized?
The fit depends on each model.
Information regarding fit, volume, and how it is worn is specified on the product pages to help you choose your size.
Can I request a size that is not available?
You can contact us at contact@kaaralu.com to check whether availability or production in the desired size is possible.
RETURNS & EXCHANGES
Can I return an item?
Yes, provided that the conditions and the withdrawal period applicable to the orders in question are met.
The item must be returned in its original condition to be eligible for resale.
What is the return period?
You have the legal timeframe applicable to your order to exercise your right of withdrawal.
The precise terms and any exceptions are detailed in our General Terms and Conditions of Sale.
What is your return policy?
To be accepted, the item must be:
- unworn;
- unwashed;
- unstained;
- free of perfume, makeup, or other product odors;
- with its tags attached;
- accompanied by any accessories;
- returned in its original packaging when necessary to preserve the item.
Any item showing signs of use or failing to meet these conditions may be refused.
Can I exchange my item for another size?
Yes, subject to availability of the desired size and compliance with the exchange conditions.
If the requested size is no longer available, we will inform you of the available options.
Are custom-made items returnable?
Return conditions may vary depending on the nature of the item, particularly when it has been made specifically according to the customer's requests.
The applicable conditions are specified in the T&Cs and, when necessary, on the product page before purchase.
PARTS & CRAFTSMANSHIP
Where are the clothes made?
KAARA LU works with partner workshops for the production of its pieces.
The creation, artistic direction, and design of the models are carried out under the guidance of the founder of KAARA LU.
Are the pieces produced in a limited edition?
Yes. KAARA LU prioritizes limited-quantity production to preserve the scarcity of our pieces and maintain control over their production.
Some pieces are produced in very limited series, while others may be offered on a made-to-order basis.
Why are some parts only available upon request?
Made-to-order production allows certain pieces to be manufactured as requests come in, limiting overproduction.
It also makes it possible to devote more care to the crafting of each piece.
How are the subjects chosen?
The materials are selected based on their quality, texture, structure, and ability to serve the silhouette and identity of each creation.
How do I care for my garment?
Care recommendations are indicated on the label of each item and can be supplemented by the information available on its product page.
We recommend that you carefully follow the care instructions in order to preserve the material and shape of the garment.
PAYMENT & CONTACT
Which payment methods do you accept?
KAARA LU accepts the main payment methods offered at checkout, including Visa and Mastercard bank cards, as well as Apple Pay when available on your device.
Is the payment secure?
Yes. Payments are processed via the secure payment solutions offered by our sales platform.
KAARA LU does not have access to your full credit card details.
Do you offer payment in installments?
Payment in installments is currently not offered.
How do I contact KAARA LU?
For any questions regarding an order, size, product, or our services, you can write to us at:
You can also use our contact form available on the Contact page of the site.
How can I be informed about new collections?
You can subscribe to our newsletter to receive news from KAARA LU, new collections, previews, and exclusive information.
You can also follow @kaaralu on social media.