Terms & Conditions

Please beware that here at Kraken we do not offer refunds or exchanges or cancellations on full-priced items, whether in regular sizes (Ready To Wear) or Bespoke. We don’t hold any stock and all garments are “Made To Order” specifically for you upon receiving your payment. If you are not completely satisfied with any of the items in your purchase, we will happily discuss with you a solution whenever possible, such as fitting appointments or an alteration service. Please note: Our hourly rate always applies for additional work and you should be prepared to cover any further material costs. 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. If as part of a service we ask you to return garments to us: All goods must be returned at your own expense and in their original condition and packaging (please take care when unpacking & repacking). 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. ***

All items sold which are marked as discounted and/or that are sold as part of a 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, whether they’re  in brand new or used conditions or have any imperfections. This applies whether you, or the person you’re purchasing them for, have tried them on or not. In the online store, discounted 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.

Understandably, we the sellers cannot be held responsible for issues during transit. 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 by KRAKEN, promptly return any of the goods subject to any claim and any packing materials securely packaged to KRAKEN for examination. When possible, we’ll try to claim compensation from the courier on your behalf, however we cannot promise a successful outcome as it’s a lengthy process outside of our control.

We are always more than happy to offer to repair goods that have been damaged in transit or by the Customer depending on our availability, keeping in mind that this is always considered a separate service and at an extra cost.

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.

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.

We are committed to providing a respectful, safe, and professional environment for both our customers and our team. We kindly ask that all interactions whether in person, online, or via any other means are conducted with courtesy and mutual respect. We do not tolerate any form of abusive, threatening, discriminatory, or harassing behavior, including but not limited to:

• Aggressive, demeaning, or disrespectful language or tone.
• Sexual comments, harassment, or inappropriate advances.
• Discriminatory remarks or conduct based on gender, race, religion, sexual orientation, or any other protected characteristic.
• Any behavior that makes our staff feel unsafe, uncomfortable, or threatened.

We reserve the right, at our sole discretion, to refuse service, terminate communication, cancel orders, or discontinue working relationships with any customer who engages in such behavior. In severe cases, we may also take additional measures, including reporting the incident to appropriate authorities. Our goal is to foster a positive and supportive environment where creativity and professionalism can thrive, for everyone involved.