FAQs
WHERE ?
Based in Montreal, QC
SOCIAL MEDIA AND COLLABS
Interested in collaborating? Contact ktrl. and we’ll get back to you shortly! Don’t be shy!
email: ktrlshop@gmail.com
DID YOU ENTER THE WRONG ADRESS FOR DELIVERY?
Email: ktrlshop@gmail.com A.S.AP.
As long as the item(s) has not been shipped out, ktrl will do its best to change the address.
***If the item has been shipped, there is nothing we can do. (OUT OF OUR KTRL)***
WHAT WE SELL ?
at ktrl., we offer a wide variety of everyday essentials which are made ethically made and sustainable.
-Hoodies
-A tank top and boxer set
-Graphic Tees
-Totebags
-Activewear
-Bikinis
-a sterling silver ring
-iPhone cases
we’re always curating new innovative ideas and would love to hear yours!
Email: ktrlshop@gmail.com
BIODEGRADABLE iPHONE CASES
the biodegradable cases are made of wood fibres.
dyed materials can stain your case so it is recommended to not put your case in contact with harsh materials.
CARE FOR YOUR CASE
-do not put alcohol on the case.
-do not put your case in denim pockets.
-to wash your case, use a gentle soap with water.
-treat your case with care and love!
ARE THE iPHONECASES DURABLE? PROTECTIVE?
Yes, ktrl. offers a superior quality case, however if your phone is mishandled or is dropped, ktrl. cannot be held liable for any damages to the iPhone and/or case.
SHIPPING
Please scroll down to read information on Returns, Refunds & Exchanges.
IS THE COLLECTION ALL HAND DRAWN?
The designs and artwork are drawn by Kyara Marcoux!
RETURNS
Please scroll down to read information on Returns, Refunds & Exchanges.
WHAT DO YOU DO IF YOUR PACKAGE SAYS IT HAS “DELIVERED” BUT YOU HAVE NOT RECEIVED IT?
Email: ktrlshop@gmail.com A.S.AP
All packages will have a tracking number*
RETURN + EXCHANGE POLICY
RETURNS
OUR RETURN/EXCHANGE POLICY IS LIMITED. ONLY ITEMS THAT ARRIVE WITH A DEFECT OR DAMAGE WILL BE ELIGIBLE FOR A FULL REFUND.
THE ITEM(S) MUST BE IN ORIGINAL CONDITION AND IN THE ORIGINAL PACKAGING.
YOU HAVE 5 DAYS FROM RECEIVING THE ORDER TO REQUEST A RETURN & POSTMARK IT BACK IN THE MAIL.
TO MAKE A RETURN, PLEASE EMAIL KTRLSHOP@GMAIL.COM
PLEASE INCLUDE THE FOLLOWING IN THE EMAIL:
YOUR NAME,
ORDER NUMBER
THE ITEMS YOU’D LIKE TO RETURN
WE WILL GET BACK TO YOU WITHIN 24-48 HOURS AND PROVIDE A RETURN AUTHORIZATION AS WELL AS SHIPPING INSTRUCTIONS.
PLEASE NOTE THAT WE DO NOT COVER THE COST OF RETURNS AND ANY SHIPPING FEES WILL BE DEDUCTED FROM YOUR REFUND.
IF APPLICABLE, REFUNDS WILL BE CREDITED BACK TO YOUR ORIGINAL METHOD OF PAYMENT.
KTRL. MONITORS RETURNS TO IDENTIFY POTENTIAL MISUSE OR ABUSE OF OUR RETURN POLICIES. WE RESERVE THE RIGHT TO REFUSE SERVICE TO ANYONE.
EXCHANGES
TO MAKE AN EXCHANGE, PLEASE EMAIL KTRLSHOP@GMAIL.COM. *PLEASE NOTE THAT ALL ITEMS ARE FINAL SALE AND ARE ONLY EXCHANGEABLE IF PRODUCT IS DAMAGED/DEFECTIVE UPON RECEIVING.
PLEASE INCLUDE THE FOLLOWING INFORMATION IN THE EMAIL :
YOUR NAME
ORDER NUMBER
THE ITEMS YOU’D LIKE TO EXCHANGE.
WE WILL GET BACK TO YOU WITHIN 24-48 HOURS AND PROVIDE EXCHANGE AUTHORIZATION AND SHIPPING INSTRUCTIONS.
PLEASE NOTE THAT WE DO NOT COVER THE COST OF EXCHANGES, ANY SHIPPING FEES WILL BE PAYABLE BY THE CUSTOMER.
SHIPPING AND HANDLING CHARGES ARE NON-REFUNDABLE, AND THE CUSTOMER IS RESPONSIBLE FOR RETURN SHIPPING COSTS.
DAMAGED ITEM UPON DELIVERY
IF A PACKAGE IS RECEIVED AND IS DAMAGED, PLEASE CONTACT US WITHIN 48 HOURS UPON RECEIVING ORDER.
ALTHOUGH WE CHECK ALL MERCHANDISE FOR DEFECTS AND DAMAGES PRIOR TO SHIPMENT,
IT IS THE RESPONSIBILITY OF THE BUYER TO CHECK THE PRODUCT PROMPTLY UPON ITS ARRIVAL TO MAKE SURE IT IS FREE OF ANY DEFECTS.
DAMAGED GOODS MAY BE RETURNED TO US, WITH ALL SUCH RETURNS SUBJECT TO THESE TERMS OF USE. GOODS DAMAGED DUE TO BUYERS’ NEGLIGENCE WILL NOT BE ACCEPTED FOR REFUND.
Shipping
Ships from: Montreal, QC
all items will be shipped within 1-3 business days after ordering VIA CANADA POST
Within Canada
EXPEDITED PARCEL
***comes with tracking number
1-3 Business days after being shipped out.
International
SMALL PACKET - INTERNATIONAL AIR
4-12 Business days after being shipped out.
***no tracking number
TRACKED PACKET
***comes with tracking number
2-7 BUSINESS DAYS
USA
SMALL PACKET - INTERNATIONAL AIR
***no tracking number
4-12 Business days after being shipped out.
TRACKED PACKET
***comes with tracking number
2-7 BUSINESS DAYS
ELSEWHERE
If ktrl. does not allow you to checkout due to the absence of your shipping destination in our system, you can email us and let us know where you’re from.
WE ARE ALWAYS WILLING TO ADD DESTINATIONS AND GROW AS A BRAND!
TRACKING
*Small Packet shipments are not provided with a tracking number. ktrl cannot be held liable for any goods ordered via Small Packet.
*TRACKED PACKET (for international orders) comes with a tracking number.
*ALL orders made within Canada receive a tracking number.
SHIPMENTS ARE DELIVERED BY Canada Post.