Frequently Asked Questions

Here are some of our most frequently asked questions

Sizing & Fit

Each product page has its own size chart, just under the size options. Please measure yourself and go by the chart rather than the size you normally wear, sizing varies a lot between brands. On fitted styles like corsets and bodycon, size up if you're between sizes.

Of course. Email your height, bust, waist and hip measurements to info@kaylascollectives.com and we'll tell you honestly which size to order. We'd far rather get it right the first time than sort out a swap later.

Email us at info@kaylascollectives.com with your order number (it starts with 2KC) and we'll help you sort it. In most cases we can send you the correct size with free shipping, and you usually won't need to post anything back. A flat replacement fee applies — see our Refund Policy for current pricing in your country. Exchanges are available for 30 days from delivery.

Yes, within 30 days of delivery. Email us at info@kaylascollectives.com with your order number (it starts with 2KC) and what you'd like instead. We'll confirm everything with you — including any fee, in your own currency — before anything is charged. Full details are in our Refund Policy.

Ordering & Changes

Yes — free of charge within 3 hours of placing it. Email us at info@kaylascollectives.com with your order number (it starts with 2KC) as soon as you can and we'll stop it before it enters processing. After that it's with our fulfilment team, but get in touch anyway and we'll always do our best. See our Refund Policy for details

Email us the correct address at info@kaylascollectives.com, along with your order number (it starts with 2KC), as soon as possible. As long as your order hasn't shipped we can usually fix it. Please note that changing an order restarts the processing time.

Usually yes, as long as your order hasn't shipped. Email us at info@kaylascollectives.com with your order number (it starts with 2KC) and we'll sort it — any change restarts the processing time.

Check your spam and promotions folders first, as confirmations often land there. If it's genuinely missing, email us at info@kaylascollectives.com — it's almost always a small typo in the address entered at checkout, and we'll confirm your order is safe.

Email us at info@kaylascollectives.com straight away with your order number (it starts with 2KC) and the code. If we advertised it, we honor it — we'll refund the difference to your original payment method.

Shipping & Delivery

Yes! We offer free shipping on all orders to every country we deliver to (the United States, United Kingdom, Ireland, France, Germany, Netherlands, Spain, Canada, Australia, and New Zealand), with no minimum spend. For full delivery times and details, see our Shipping Policy.

Yes, we ship to the United Kingdom, Ireland, France, Germany, Netherlands, Spain, Canada, Australia, and New Zealand. International shipping rates and delivery times are available in our Shipping Policy.

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. See more in our Shipping Policy

Yes! We offer free shipping on all orders to every country we deliver to (the United States, United Kingdom, Ireland, France, Germany, Netherlands, Spain, Canada, Australia, and New Zealand), with no minimum spend. For full delivery times and details, see our Shipping Policy.

Orders are processed in 1–3 business days, and delivery estimates begin after dispatch. Country-by-country timings are in our Shipping Policy. We can't guarantee an exact date, so if it's for an event please order with time to spare — tell us the date and we'll flag it for priority handling.

You'll get an email with your tracking number as soon as your order is dispatched, and you can check it any time on our Track your order page.


If your tracking says "Info Received" and hasn't moved yet, please don't worry — that's completely normal early on. It means your label is created and the parcel is with the carrier, waiting to be scanned. It usually starts updating within a few days. If you'd rather we check exactly where your parcel is, just email us at info@kaylascollectives.com and we'll look it up for you.

We're really sorry — it does happen sometimes. Deliveries travel internationally and can be held up by carriers, customs or busy periods, and once a parcel is in their hands that part is genuinely outside our control. What we can do is look into it properly for you: email us at info@kaylascollectives.com and we'll find out exactly where your parcel is, push the carrier on it, and keep you updated until it arrives.

That's normal for multi-item orders — pieces are often dispatched separately and arrive on different days, each with its own tracking. You can always email us at info@kaylascollectives.com and we'll check whether the rest of your order is simply delayed or if something has gone wrong with it, and we'll let you know either way.

Please check with anyone else at the address, and any safe spots or neighbours — parcels are sometimes scanned as delivered slightly before they're dropped off. If you still can't find it, email us at info@kaylascollectives.com and we'll open an investigation straight away and keep you updated. If a parcel is confirmed lost, we'll send you a free replacement at no cost, or refund you in full if that piece is no longer available.

Returns & Refunds

You have 30 days from the receipt of your order to return an item if you are not satisfied. Returned items must be in perfect condition, unworn, and with their original tags attached.

Orders can be cancelled free of charge within 3 hours of placing them. After that your order enters processing, but please get in touch anyway and we'll always do our best. Returns must be approved by us before you send anything back. Your order can be returned for a full refund after it is received.You have 30 days from the receipt of your order to return an item if you are not satisfied. Returned items must be in perfect condition, unworn, and with their original tags attached. See more in our Refund and Return Policy

Email us at info@kaylascollectives.com within 7 days of delivery with clear photos of the item and packaging. Once verified we'll send a free replacement with priority shipping.

Once your return arrives and passes inspection we'll process it within 7 business days, and your bank may take a further 3–5 days to show it. If it's been longer than that and you still haven't seen it, email us at info@kaylascollectives.com and we'll look into it for you.

You can also choose store credit at full value plus a 10% bonus instead — issued immediately, never expires. To use it, add items to your basket and select store credit at checkout instead of paying by card; you'll need to be signed in. Full terms in our Refund Policy.

Payment, Care & Everything

Email us at info@kaylascollectives.com within 7 days of delivery with clear photos of the item and packaging. Once verified we'll send a free replacement with priority shipping.

You can split a payment between your store credit and one other accepted payment method. You can't split a payment across two cards or two different payment methods.

Every order goes through our fraud-prevention screening, which protects both our customers and our business. Occasionally an order is flagged as potentially high risk. If that happens we'll contact you to verify the order and confirm it was placed by you — it's a routine security check, not a judgement about you, and once confirmed your order continues as normal.

The single best thing you can do is wash it inside out — it protects the colour, the surface and any detailing, and prevents most of the damage we see. Cool water, gentle cycle, hang to dry. Anything heavily beaded is safest dry-cleaned.

We'd love to hear from you. Everything you need — what we look for, what we offer and how to apply — is on our Ambassador Program page.

Visa, Mastercard, American Express and Discover, plus PayPal, Shop Pay, Apple Pay and Google Pay — the full list for your country shows at checkout. Everything is processed securely through Shopify Payments and we never see or store your card details. You're charged in your own currency, at the price shown. Full details are in our Payment Policy.

Need more help?

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