FAQ

 

I can't find my size, will you restock it or can you make it?

All stock on this website is either made as limited edition production runs with discontinued fabrics, or are one-off sample garments. There may be the option to undertake minor alterations such as strap lengthening or shortening for a small charge, but we no longer offer custom size options in our ready to wear collections. 

Although we are only able to offer a limited size range for our ready-to-wear and custom products, we are delighted to work with customers of all sizes for bespoke projects! See our bespoke page to find out more about this service

Can I place a custom order?

Karolina Laskowska does accept a limited number of custom and bespoke orders. See the relevant pages for more information.

Can I reserve a product?

All products are sold on a first come, first served basis. We cannot reserve any products.

Can you hold or combine my orders?

Regretfully due to demand we cannot hold or combine any orders. Multiple orders will be shipped separately and shipping charges will not be refunded. If you would like to cancel an order before it's been dispatched, please contact us as soon as possible. Please note that there is a delay between orders shipping and shipment tracking being updated; if your order has already shipped then it can no longer be cancelled.

Can you change my shipping address?

Regretfully we are not able to ship to addresses different to what you have provided at checkout. If you would like to change your shipping address, please contact us as soon as possible to cancel your order, so that you may reorder with the different address. 

How long will my order take to ship?

Orders of stock can take up to 7 working days to dispatch, and made-to-order styles vary between 8-16 weeks. If you have a particular date you would like to receive your order by, please contact us first to see if is possible. On rare occasions we can offer a rush service for an additional charge. Shipping times, rates and services vary according to your location, please refer to our shipping page for more information. 

Normal postal lead times from dispatch are: Europe 5-14 days, most other areas 7-21 days (though please allow up to 30 working days for delivery). You will be contacted by email should there be any delay.

Please note that we cannot guarantee shipping times, and that these estimates may be subject to delays (such as customs processing in your country) that are outside out control. 

Can I purchase a faster shipping method?

We do offer an express courier service for 1200kr, but please note that all orders are subject to 7 working days processing prior to dispatch, and delivery times may vary according to your location. Made to order styles are still subject manufacturing delays even if an express shipping service has been purchased.

Where is Karolina Laskowska lingerie made?

All garments are handmade by Karolina at her atelier in Oslo, Norway. 

How do I look after my lingerie?

Please take the time to carefully study the individual care instructions on the garments you purchase. Returns will not be accepted on garments that are damaged due to improper care.

Most garments should be handwashed in lukewarm water with a gentle detergent. Wash light and dark colours seperately and then allow to drip dry.

It is recommended that kimono silk pieces are dry cleaned as dye fastness cannot be guaranteed. Leather pieces are strictly specialist dry clean only. Corsets must be specialist dry cleaned due to the specialist fabrics and metal components. 

How should I try on my lingerie?

Always try knickers on top of your own underwear to prevent contact with bodily fluids. Soiled garments cannot be accepted for return. 

Please take care when trying on a corset: if it is too small for you, please do not try to force the garment as it can damage it. A corset should not be uncomfortable or painful, but should feel like a tight hug. If it is causing discomfort, do not try to force it. 

Loosen the laces of any corset before trying it on or taking it off. Trying to open a busk fastening without loosening the laces first can damage the fastening. 

If you are trying on a corset without a busk fastening, take extra care to unlace the corset all the way. It is easy to mark corsets with makeup when slipping them over the head, and soiled garments will not be accepted for return. 

Take extra care trying on silk scarves, as the delicate fibres can be easily damaged. Scarves damaged due to improper care cannot be returned. 

How will my order be shipped?

Orders of in-stock goods will normally be dispatched within seven working days from receiving your order confirmation and payment. 

Purchases are shipped using Posten.no's tracked international service, with larger orders sent by couriers at our discretion. Due to the COVID-19 crisis, we are currently upgrading select orders to UPS' Express service. 

Normal postal lead times from dispatch are: Europe 5-14 days, most other areas 7-21 days (though please allow up to 30 working days for delivery). You will be contacted by email should there be any delay

Please note that for international orders no responsibility is taken for any customs taxes or duties that may be imposed on your order.

Why do I have to pay customs charges to receive my order?

Orders placed outside of Norway may be subject to import duties. These are levied by the governments of those countries and are out of our control. 

Can I return or cancel my order?

If upon receiving your order and are not completely satisfied, you may be entitled to return the order for a refund. We do not accept returns for any made to order styles. 

If you would like to arrange a refund, please contact us via email at info@karolinalaskowska.co.uk within 14 days of receipt, providing that the item is unworn and in perfect condition. 

You must contact us first to arrange a return. Any orders that are sent without prior communication may be sent back at our discretion, especially if these are outside the accepted returns period. 

If an item is deemed to have been worn or damaged due to customer negligence it will either be returned to the sender at their cost, or disposed of. Please take extra care when trying on garments to avoid damage.

Knickers should be tried on over your own garments. Please check the measurements on corsets carefully before ordered; forcing a corset that is too small onto your body may damage it.

When emailing us please state your order number and reason for return. Once your email has been received you will be provided with a return address.  

Please ensure that all returns are fully insured as we cannot accept responsibility for goods lost in transit.  For international returns, please ensure that customs documentation is filled in correctly indicating that the item is a return. Should the item have customs charges placed on it upon arrival to Norway, we will not be able to accept it and it will be returned to you.

Items must be received within 14 days of requesting a return. Items received after this date may be returned to the sender at their cost, or may be disposed of.

Regretfully we cannot offer exchanges on any orders. All returns will be processed for a refund of the original item value. Shipping will only be refunded in the instance where there is a previously undescribed fault in the original order (this does not apply to samples or seconds in which faults have been clearly disclosed).

We currently do not cover return shipping costs. These must be borne by the customer in the instance of a return.

Orders of made-to-order goods may only be cancelled within 48 hours of placing the order. After this time it may not be possible to refund this full amount. These situations will be judged by a case by case basis depending on the amount of work that has already been undertaken. Made-to-order and bespoke are not returnable under any circumstances. In the unlikely event that there has been a manufacturing fault, a replacement will be offered.

Any bespoke orders that are cancelled prior to delivery will incur a minimum charge of the full deposit originally paid.

If payment is late by over 30 days for an instalment on a made-to-order item, we reserve the right to deem the order cancelled. Any instalments paid up to that point will not be refunded to cover the cost of work up to that point.

How can I pay?

All payments are processed securely by Paypal.  Regretfully we cannot accept payment with any other method through our online store, but for custom and bespoke orders we may be able to accept payments through international bank transfer. 

Can I pay in my currency of choice?

All payments are processed in NOK. The currency options on our website offer an approximate conversion, but the exact exchange rate you will be charged depends on your payment card or bank rate. 

Do you offer wholesale or drop shipping?

Karolina Laskowska offers limited wholesale orders on a made-to-order basis (all orders must be paid for in advance before production  can begin, and minimum order quantities apply), please contact us to discuss further. Karolina Laskowska does not offer drop shipping or consignment under any circumstances. 

Privacy:

Karolina Laskowska has a commitment to the privacy of her customers and will not share any information with third parties.

Any other questions? Don’t hesitate to email info@karolinalaskowska.co.uk - please allow a minimum of 2 working days for a response.