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FAQ

PRODUCTS & STOCK

How can I determine the right size for my order?

To find the perfect size for your purchase, you can refer to the body-based size chart located on the product page, just below the list of available sizes. If you are still unsure about which size to choose, our Customer Service Team is here to assist you. Feel free to reach out to them at customercare@kassleditions.nl.

Are there general guidelines for selecting the right size for your coats?

Here are some general recommendations to help you choose the appropriate size for our coats: Most of our coats run bigger as we go for an oversized fit. If you want a more figure hugging fit, please size down

What are the different coat length options available for the Original rubber, oil and trench coats?

We offer various coat length options to cater to your style preferences. Here's an overview of our length options:

For specific dimensions for each size, please refer to the chart below.

 Sizes 34 36 38 40
Back length (hip) 67,5 68,5 69,5 71,5
Back length (above) 89 90 91 93
Back length (below) 111 113 115 117
Back length (long) 126 128 130 132

 

1/2 Brust width 55,2 59,2 63,3 67,2
1/2 Hem width 55,2 59,2 63,3 67,2
Sleeve length + shoulder 74,2 75,8 77,4 79
1/2 upper arm width 26,5 27,5 28,5 29,5
1/2 sleeve hem width 15,6 16 16,4 16

 

Where can I find the care instructions for a garment?
Care instructions for each textile are readily available to help you maintain the quality of your KASSL pieces. You can find these instructions in two places:

To ensure the longevity of your KASSL pieces, we recommend following these care instructions diligently.

What is the difference between the KASSL oil and rubber coats?

Oil coats:

The Original oil coats are crafted from KASSL's signature oil-coated cotton blend, providing water repellency but not suitable for heavy rain. The relaxed, boxy shape, single-breasted buttoned front, raglan sleeves, and back storm flap offer a contemporary interpretation of the classic fisherman coat inspiration.

Rubber coats:

The Original rubber coats are crafted from our signature water-repellent rubber fabric with taped seams. While they can withstand some rain, we cannot guarantee full waterproofing. Ventilation cut-outs in the back enhance breathability, and the oversized, boxy silhouette with raw edges reflects contemporary style. Complete with a spread collar, front button fastening, long sleeves, and front flap pockets, this coat seamlessly blends functionality with a fashion-forward design.

Are the oil coats waterproof?

The Original oil coats are water repellent but not suitable for heavy rain.

Are the rubber coats waterproof?

The Original rubber coats can withstand some rain, but we cannot guarantee full waterproofing.

The item I would like to purchase is out of stock. Will it come back into stock?
We appreciate your interest in our products. For items temporarily out of stock, we offer

1. Waitlist subscription: Visit the product page of the desired item. If it's temporarily out of stock, you'll find a "NOTIFY ME WHEN BACK IN STOCK" button. Click to subscribe to the waitlist for that specific item, size, and color.

2. Preorder Option: Some items may offer a preorder option when temporarily out of stock. This allows you to secure your purchase in advance and be among the first to receive the item upon restocking.

For our timeless "Originals," we strive to maintain stock throughout the year. However, for some seasonal items, we may not guarantee restocking. By subscribing to the waitlist, you will be among the first to receive updates if we do decide to restock the item you are eyeing.

How long does it take for a preorder item to be shipped?

You can check the estimated shipping date on the product page of preordered pieces. Notice that if you place an order containing different pieces it will not be shipped until the estimated shipping date of the preordered item. This date may be subject to change due to production reasons.

ORDERS

Can I make changes to my order once it is placed?

Unfortunately, once an order has been placed, we cannot modify it. However, we can assist you in cancelling the order for a full refund, allowing you to place a new order with the correct items. Please contact our customer care team at customercare@kassleditions.com before the order is shipped. If the order has already been shipped, we cannot cancel or refund it until it is shipped back to our warehouse.

What payment options do you offer?

We offer multiple payment options for your convenience. You can pay for your order using iDeal, Credit Card, PayPal, or Shop Pay for an accelerated checkout.

Can I cancel my order?

Yes, you can cancel your order, however, as soon as your order has been processed by our warehouse a cancellation is not possible anymore. Please contact our customer care team at  customercare@kassleditions.com, and they will assist with the cancellation process.

I need an invoice for my order. Where can I find it?

To obtain a commercial invoice for your order, please contact our customer care team at customercare@kassleditions.com. They will provide you with the necessary documentation.

I provided the wrong shipping/billing address for my order. How can I change it?

If you have entered an incorrect shipping or billing address, please get in touch with our customer care team at customercare@kassleditions.com as soon as possible. Let them know the correct shipping or billing address, and they will update it in our system for you.

SHIPPING

Deliveries will be completed during business hours from Monday to Friday, excluding holidays.

Shipping is DDU (delivered duty unpaid) for all countries requiring custom taxes, except for United Kingdom, United States and Japan for which shipping is DDP (delivered duty paid)

What locations do you ship to?

We offer worldwide shipping for all orders from our warehouse in Antwerp.

Please note that shipping costs differ for coats/bags/ RTW and sofas.

How much does shipping cost?

You can check the different rates on our shipping and returns page.

Are there any additional costs, such as customs fees or sales taxes, on top of the shipping price?

The shipping price does not include local import taxes, which may apply to shipments outside the European Union. These costs are the recipient's responsibility, and the brand is not liable for them. Customers are fully responsible for postal charges, return shipment costs, customs fees, and handling charges if they decline to accept a parcel due to import duties or taxes.

Therefore, if you are placing an order from outside Europe, you may be charged for import duties and taxes by your local customs authority. These costs depend on the ordered goods' value, material, and country of origin. As duties vary by country, we recommend consulting local customs authorities before placing an order.

*Note: Switzerland and the United Kingdom, not EU members, require customs clearance for imported goods, often incurring duty payment.

Kindly note that refusing to pay import taxes or duties and rejecting the parcel will result in no refund for your order.

Can I track the status of my order?

You will receive an email containing a tracking number once your package is dispatched from our warehouse. If you have not received this email, please contact our customer care team at customercare@kassleditions.com, and they will assist you in resending the tracking information.

Can I combine the shipping of my orders?

If you make two separate orders on the same day, reach out to our customer care team at customercare@kassleditions.nl. They will gladly assist you by refunding one of the shipping fees, ensuring you won't be charged twice for shipping, and arranging for your orders to be shipped together as a single bundle.

RETURNS/ EXCHANGE/ REFUNDS

How do I return my order?

To initiate a return, please complete our return form. Detailed steps can be found on our shipping and returns page. Ensure the product is in perfect condition with the original labels intact.

These are the steps you must follow:

1. Complete the return form (https://kassl.returnscenter.com/).

2. Ensure your item(s) are in unworn, unused condition with tags and their original packaging.You are responsible for your return label's cost with your chosen carrier. If returning from outside the EU, you must also cover potential import duties and taxes, and mark the shipment as a return.

3. Place the items in the order box, including the printed return form, and attach the return label over the prior delivery details.

4. Drop off the package at a nearby post service point.

Return to:

GRAANMARKT 13

Graanmarkt 13

2000 Antwerp

Belgium

5. Once we receive and inspect the item at our warehouse, you will receive a refund and notification email.

For detailed information, please review our Shipping and Returns page.

How long do I have to return my order?

You have a 14-day window to initiate a return from the date of receiving your order.

Do I have to pay for my return?

Regarding Return Costs:

Yes, when initiating a return, you are responsible for covering the expense of the return label with your chosen carrier. If you are returning from outside the EU, please note that any potential import duties and taxes are your responsibility. To minimize fees, we recommend using the same courier as the original shipment and clearly marking the package as a return.

Refund of Shipping Costs within the EU:

If you decide to cancel your entire order, KASSL will reimburse all payments, including the initial delivery cost, in addition to the purchase price. This refund will be processed using the same payment method as your initial transaction unless you have explicitly agreed to an alternative method.

Refund of Shipping Costs outside the EU:

For orders originating outside the European Union, shipping costs, charges, import taxes, and duties paid are non-refundable. This includes both the original shipping costs and any incurred during the return process.

Can I exchange my order?

To exchange an item, please process a return and place a new order. Contact us at customercare@kassleditions.com before placing your new order for a free shipping code (only for orders within the EU).

Can I combine items from different orders into one return package?

You can add items from a different order to the same return package to avoid paying double fees. Please contact our customer care team at customercare@kassleditions.com so they can be informed about this.

How long does my refund take?

 Typically, the refund process takes 2-3 business days from the receipt of your return at our warehouse. Upon completion, you will receive a confirmation email. The refunded amount will be credited to the original payment method used for your purchase. Kindly allow 5-10 business days for the refund to appear on your account.

WARRANTY & REPAIRS

What can I do if my KASSL item is faulty or needs repair?

Purchased at a retailer:

If you bought a KASSL product from a third party and it is faulty, please contact the original point of purchase. Claims regarding damaged items must be addressed through the retailer.

Purchased directly from the KASSL website:

If you bought a KASSL product directly from our website and it is faulty, we can assist with repairs or other solutions. However, the resolution may vary based on the specific item, your location, and the type of damage. We will provide further instructions based on your specific case. Please contact our Customer Care team at customercare@kassleditions.com for assistance.

My KASSL oil bag is causing stains on my clothing. What should I do?

The fabric of our oil bags may bleed into lighter fabrics when exposed to moisture, rain, and perspiration. The oil fabric is hygroscopic, meaning it can absorb moisture, especially in high-humidity conditions, resulting in a "halo effect" on lighter fabrics. To prevent potential issues, avoid wearing lighter clothing underneath the bag during humid conditions.

To remove stains, use green soap and a soft towel or carefully apply a soft brush. We recommend specific products for stain removal:

Dr. Beckmann Stain Remover Brush

Dr. Beckmann Stain Soap

Drie Hoek liquid soap

Recommendation:

To minimize the risk of staining lighter fabrics, such as cotton or wool, avoid wearing them underneath your darker oil bags, particularly in humid conditions. These precautions help maintain the quality and appearance of your items.

How do I clean a stained KASSL coat?

For stain removal on a KASSL coat, refer to the handle and care instructions provided with your product. The inside label of our products contains these instructions, guiding you on the best way to clean your specific item. 

We also recommend using green soap and a soft towel for stain removal on our rubber coats. Consider the following products:

Dr. Beckmann Stain Remover Brush

Dr. Beckmann Stain Soap

Drie Hoek liquid soap 

One of my coat buttons fell off; how can I replace it?

All Original coats come with a spare button, located in a small envelope in one of the coat pockets.

If you cannot locate the spare button, please email our customer care team at customercare@kassleditions.nl, providing us with your coat information. Depending on your coat, we might be able to send replacement buttons.

My coat has a torn buttonhole. Can it be repaired?

Yes, however, it's essential to note that the intentional design characteristics of KASSL garments include raw edges, making them more delicate.

We offer a service to reinforce the buttonhole by adding extra fabric. Please be aware that this repair service incurs an additional cost. If you wish to proceed with this service, inform us at customercare@kassleditions.nl, and we will gladly share further details.

How can I address issues with a cracked or damaged coating?

For OIL Fabric: Our oil fabric is unique, offering a distinctive appearance and an aged look similar to well-worn leather. This aesthetic sets it apart from synthetic materials, even though it may exhibit different performance qualities. The intentional cracking and aging contribute to its charm, gaining character over time.

For RUBBER Fabric: Our rubber fabric is known for its soft touch and fluidity, but it requires careful handling. To maintain its optimal condition, avoid contact with sharp objects and alcoholic liquids or beauty products, as they may cause stains that cannot be removed.

Can the torn edges on my KASSL coat be fixed?

KASSL celebrates the natural aging process of our coats, including the intentional raw edges achieved through our unique laser-cutting technique, making them more delicate. 

My KASSL coat is fraying. What should I do?

Please note that the intentional raw edges on our coats are design elements and a typical characteristic. Over time, the fabric may fray. If you prefer to minimise the fraying effect, you can trim or cut the frays to your desired preference. This approach allows you to maintain the appearance of the coat to your liking. We appreciate your understanding of this design decision.

Why does the label on my KASSL coat say "Made in Poland" when the website says "Made in Germany"?

Our coats are developed in Germany but produced in Poland. Therefore, the label may indicate "Made in Poland," while the development and design process takes place in Germany.

TECHNICAL ISSUES

My payment has been rejected. What can I do?

In most cases, this is caused by the issuing bank’s policies. Please contact your credit card provider or contact PayPal directly to find out the reason and whitelist the transaction.

I have not received a confirmation of my order. Is it still valid?
Please make sure your order confirmation email is not in your spam folder. If you have not received an order confirmation email within an hour, please contact our Customer Service Team about the status of your order at customercare@kasseleditions.com and they will look into it.

PROMOS & DISCOUNTS

I am a new customer. Can I get a discount on my order?
As a new customer, you can enjoy a 10% discount on your first order. To avail of this offer, simply subscribe to our newsletter and confirm your email address. We will promptly send you a unique discount code to use during checkout. If you do not find the email in your primary inbox, please check your spam folder, as it might be located there.

My discount code doesn’t work. What can I do?
We are sorry to hear that you are having trouble checking out. Please get in contact with our customer care department: customercare@kassleditions.com.

Can I use more than one promo code at the checkout?
No, you can only use one discount code at a time.

Do discount codes apply for items that are on sale?
Discount codes are not valid when purchasing items that are on sale.

PHYSICAL STORES & GIFTCARDS

Can I find KASSL edition pieces in physical stores?

While we primarily operate as an online store without physical retail locations, you can explore a curated selection of our products at various international retailers. Check our stockists page to locate a store near you. These authorized retailers carry our collections, making it possible for you to find the KASSL item you desire in stock.

In addition, we regularly host pop-up events in different global locations. These temporary spaces offer our community the chance to meet our team, explore our collections, try on our garments, and experience them firsthand. Keep an eye on our social media channels and newsletters for announcements about pop-up events. To stay informed about these occasions, sign up for our newsletter and follow us on social media for the latest news and pop-up locations.

Do you sell gift cards?

Yes, we offer e-gift cards, and you can find the link to purchase them here. Our e-gift cards come in preset amounts, and currently, we cannot generate custom amounts. Once purchased, e-gift cards are delivered electronically via email and include unique gift codes. If the recipient doesn't use the full amount in one go, the remaining balance stays on the card for their next order. Gift cards are valid for two years in the specified currency. While items bought with an e-gift card are eligible for returns, refunds are issued as an e-gift card balance.

CONTACT & CUSTOMER SERVICE

How can I contact KASSL customer service?
For information about products, orders, returns & exchanges, and all online support, please feel free to contact us at customercare@kasseleditions.nl. We are available Monday to Friday from 9 am - 5 pm Central European Time.

How long does it take to answer an inquiry?
We aim to respond to all inquiries within one business day. However, during peak periods it might take up to 2-3 business days for us to get back to you.

How can I contact your sales team?
If you are interested in selling KASSL Editions, please contact luke@parrotagency.com.

Do you have any open positions at the moment?
Please visit our careers page here for all vacancies.

PILLOW SOFAS

When will the Pillow Sofas be back in stock?

At the moment, we cannot specify exactly when this product will be back in stock.

However, we suggest you subscribe to our newsletter to stay updated on product availability, new releases, and other exciting news from KASSL Editions. You can do this by visiting our Newsletter page through the following link: KASSL Editions Newsletter. By subscribing, you'll be among the first to know when The Pillow Sofa by Muller Van Severen or any other new products become available.

We hope this keeps you informed and ready to shop once your desired item is back in stock.