Upon purchasing any item on our website, our Hackney workshop or any market stall you will have accepted the T&Cs here outlined. Please read this page carefully in its entirety.
EXCHANGES ON FULL-PRICED ITEMS
Please beware that here at Kraken we do not offer refunds on full-priced items, whether Ready To Wear or Bespoke, as these are made to order specifically for you upon receiving your payment. Full-priced items can be easily identified by the lack of the green “Offer” tag in the top corner of the item’s photograph. If in doubt, please email us before placing an order. If you are not completely satisfied with any of the Ready To Wear items in your purchase, we will happily offer you an exchange within 7 days of receipt, provided the items are returned to us unworn and in perfect condition. Please note that, as according to the invoices provided, not only Bespoke orders cannot be refunded but also cannot be exchanged for other items, whether Ready To Wear or Bespoke. All goods must be returned in their original condition and packaging (please take care when unpacking & repacking). For hygiene reasons, we cannot accept exchanges on *ANY* under-wear or latex-wear garment, in any circumstances. Do not return any garments without contacting us in advance to discuss your case. We cannot be held responsible for garments lost in transit. We recommend that you send by registered post & retain proof of posting.
*** This section doesn’t apply to sample sales and discounted items. Please read below. ***
SAMPLE SALE / DISCOUNTED ITEMS POLICY
All items sold on our website and/or on our premises which are marked as discounted and/or as part of seasonal sample sales are not eligible for refunds, exchanges or cancellations in any circumstances. All sample sale purchases are to all effects final and the buyer accepts such conditions upon buying the discounted items. These items can be easily identified by the green “Offer” tag in the top corner of the item’s photograph. If in doubt, please email us before placing an order.
CLAIMS
Claims arising from damage, delay or partial loss of the goods in transit or after use must be made in writing to KRAKEN within five working days of delivery/collection. KRAKEN shall be afforded reasonable opportunity to investigate any claim made hereunder, and the Customer shall, if so requested in writing or verbally by KRAKEN, promptly return any of the goods subject to any claim and any packing materials securely packaged to KRAKEN for examination.
We are always more than happy to offer to repair goods that have been damaged by the Customer depending on our availability, keeping in mind that this is always considered a separate service and at an extra cost.
CUSTOMS & DUTY
Please note that all shipments outside the UK may be subject to import duties and taxes, which are levied once a shipment reaches your country. As we have no control over these charges and cannot predict what they may be, additional charges for customs clearance must be borne by you.
CONTRACT INFORMATION
Products supplied from the Website are supplied by KRAKEN COUNTER COUTURE LTD registered at 128 City Road EC1V 2NX London. Companies House Registration 14720985.
Your submission of an order represents an offer to purchase the Products indicated by you. We will not be liable to you or be deemed to be in breach of the contract by reason of any delay in performing, or any failure to perform any of our obligations in relation to the product ordered by you, if the delay or failure was due to any cause beyond our reasonable control. You, the buyer, shall be responsible for ensuring the accuracy of the details provided on the order form/over the telephone and we will not be obliged to accept an order unless all details requested have been entered correctly. No order submitted by you, the buyer, shall be deemed to be accepted by us unless and until we confirm acceptance of the your order by e-mail (where applicable) or by telephone. We are entitled to refuse any order placed by you and will not be required to provide an explanation.