Refund policy
All of our items are Made to order (no ready made stock held) and orders will be shipped within 50 working days after receiving the payment (=Monday to Friday, excluding UK Bank Holidays/National Holidays) except around Summer holidays in July/Aug, October (Halloween season), Christmas and New Year holiday season (our workshop is closed from 19th December 2025 to 1st January 2026) in which orders may take longer. Please contact us first if you are ordering within these holiday seasons and need the items by a certain date for Express option (below).
-Express/ Expedited orders
If you need the item(s) sooner than above lead time by a certain date for an event etc, please contact us prior to placing order, for Express option to fast track orders and also faster shipping methods such as FedEx which can be arranged with extra cost.
We could process orders faster than 50 working days so please get in touch with us prior to placing orders, if you would like to know exactly how soon we can ship the items for you.
-Refunds and Exchanges
Due to the hygiene reason and the nature of the latex clothing, we cannot accept any return for refunds unless the item is damaged in the post or is faulty. If you ordered a wrong size, we offer 1st Free size alteration (general size alteration only for example from size 14 to 12,- no customization or detail change offered) with both postage fees (coming back here for alteration and going back to you after the alteration) will be covered by the customer.
In any case, customers must inform us within 24hours of delivery for any fault/ damage or size exchange.
If there is any query on the product, including size/measurement, please do not hesitate to contact us before placing the order.
Returned goods will only be accepted if it is still in a new condition with no signs of wear or sign of any attempt of customization and in the original packaging. They must be returned within 48 hours of delivery for repair or replacement.
We cannot be held liable for badly handled latex (damage, tear etc). Please read our latex care note which we enclose in every order carefully if you are not familiar with latex clothing. Any adjustment (size etc) can be arranged with postage paid by the customer.
Please note the lead time for size exchange will be the same as new orders which is 50 days to ship out, as all of our items are made to order and we do not stock items.
We do not refund for the 'returned to Sender' orders which was not collected after failed attempt of delivery by postal service.
Once order has shipped, we notify you (buyer) and you are responsible to receive the order whether it is for yourself or it is a gift. If it is a gift, buyer is responsible to notify the recipient. If the order gets returned to the sender (us), after mail service attempted delivery and no one was at the address and no one collected it, buyer will be responsible to pay for the 2nd shipping cost, to the same delivery address or a different one.
-Returning the items -
Please use recorded & insured service. We cannot be held liable for loss or damage of the item caused by postal/courier service. Please make sure the package is marked as Returned Goods in the customs declaration form otherwise UK otherwise UK custom will charge us UK import taxes and handing fee and they will not release the package unless the bill is paid. We will have to refuse the tax bill and the package/parcel will be returned to the sender.
We cannot be held liable for any mistakes caused by UK customs, such as missing out Returned Goods section.
Please note that if an undelivered package is returned to us for any reason, the shipping cost to re-send the package must be covered by the customer. We ship orders to the address given by the customer, with the order. Postal/Courier service will return the package to the sender 1) if the address was incorrect (including post/zip code) or 2) the customer has moved or 3) simply was not in to receive the package then did not collect it from the postal service/courier in time (this time scale varies to each postal service/courier).
-For made to measure orders-
Due to the fact that the garments are made to specific measurements, we cannot accept any returns. However, we offer 1st Free size alteration with both postage fees (coming back here for alteration and going back to you after the alteration) will be covered by the customer. We cannot be held liable for the items lost or damaged in the post/by the courier so please use Tracked and insured service when returning the orders.
Any custom design orders- please contact us info [!at] kaorislatexdreams.com
For Sale and Discount items - we cannot accept any returns or size exchange. Please ask any questions before buying. Thank you.