FAQ
Answers to all your questions.
Products & sizes
What are your care and washing instructions?
We recommend washing in cold water, not tumble drying, and using a steamer or ironing at a low temperature with a cotton cloth between the iron and the garment.
For knitted (crochet) items, lay them flat to dry and do not hang them on a hanger: this could stretch the garment.
How do pre-orders work?
These are items that are in production at the time of your order. The estimated shipping date is indicated on the product page.
What sizes do you offer?
Most often: one size, S, M, L, S/M and M/L.
How do I choose the right size?
A size guide is available on each product page. For reference:
- One size: 36 to 40 (EU)
- S: 36 (EU)
- M: 38 (EU)
- L: 40 (EU)
- S/M: 36-38 (EU)
- M/L: 38-40 (EU)
Slight differences in prints?
Our collections are produced by our artisans in our workshops in Bali. Some prints are handmade: it is therefore almost impossible to get exactly the same pattern placement or color from one piece to another. The differences are slight, but you may notice them compared to the photos. Thank you for your understanding.
How can I contact you?
Our customer service team answers you Monday to Friday, from 9 a.m. to 6 p.m., by email at kitadua.bali@gmail.com or kitaduamc@gmail.com.
Shipping & returns
Where are orders shipped from? Which countries do you deliver to?
Your orders are shipped from Bali. We deliver worldwide: our main customers are in the French overseas territories, Europe and Asia.
How does delivery work?
Orders generally ship within 2 business days after payment, except for pre-order items. Estimated delivery times after shipping:
- DHL Express: 3 to 5 business days, worldwide
- POS Indonesia (EMS) to France and Europe: approximately 10 business days
You receive a tracking number upon shipping. A signature is required upon delivery.
If the package arrives damaged or incomplete, report it to the carrier if possible upon delivery and write to us at kitaduamc@gmail.com within 2 days, with photos.
How can I track my delivery?
Using the tracking number received by email, on the DHL tracking site.
Will I have to pay any taxes?
Packages ship from Indonesia, outside the European Union: customs duties and import taxes may apply in your country. They are not included in the price and remain your responsibility. They vary by country: we cannot state the amount in advance. Your local customs office can provide you with information.
The item I received does not suit me. How do I return it?
You have 14 days from receipt to change your mind, without having to justify your decision, including for sale items. Write to us at kitaduamc@gmail.com.
- Return the item within 14 days of your request, in its original condition, with its tags. Return shipping costs are your responsibility; tracked shipping is recommended.
- We will refund you, including the original shipping costs, within 14 days, using the same payment method.
- If you prefer, you can request an exchange or store credit (discount code valid for 6 months).
Details can be found in our general terms and conditions of sale.
My item is defective. What should I do?
Each piece is checked before shipping. If an item is defective or does not match your order, write to us at kitaduamc@gmail.com with photos. You are covered by the 2-year legal guarantee of conformity; return shipping costs will then be our responsibility.