1) Click the "My Account / Order Status" link at the top right side of our site. 2) Enter your email address. 3) Select "I am a new customer".
Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.
How do I edit my account information?
Click the "My Account / Order Status" link at the top right hand side of our site to edit your account information.
How much is my shipping?
Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.
I forgot my password.
Click the "My Account / Order Status" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.
If you feel that you have received the wrong product, please contact us at returns@katesclothing.co.uk with details as soon as possible and within 10 days of receiving the product.
What is your return policy?
Returns Policy
If you are not satisfied with an item once you've received it please
contact us within 14 days of the date you received it, to request an
exchange or a
refund. You have the right to cancel your order for any reason within 7
working days commencing from the day after receipt. The item(s) must be
then returned within 14 days from the date you contact us to cancel and
request the refund or exchange. Special dispensation can be made for
gifts, please
contact us at returns@katesclothing.co.uk first to request this.
How to Return/Exchange Items UK: We can provide you with a printable label which allows you to return your items for FREE (UK only). Just email us at returns@katesclothing.co.uk including your order number, full name, address,
phone number, e-mail address and details of the items you are
returning, the reason for returning them and whether you want a refund
or an exchange. We will then email you a label which you can print on ordinary paper and stick to the package. You can then post the package back using any Royal Mail post box, however we do recommend you use a post office so that you can obtain proof of postage to use to make a claim against the Royal Mail in the event the package goes missing. If you want an exchange we will also not charge you extra postage.
REST OF EUROPEAN UNION: Please return your item to us at the address shown on your invoice, including your order number, full name, address,
phone number, e-mail address and details of the items you are
returning, the reason for returning them and whether you want a refund
or an exchange. Please use a recorded service as we can not be held liable if your package is lost by the delivery company. If you want an exchange, we will not charge you any extra postage but you will need to pay for the return postage.
OVERSEAS CUSTOMERS (Including the USA): Please ensure you properly mark your item as a return and complete any paperwork recommended by your delivery company or courier. Failure to clear mark the item as a return could result in non-delivery and the package being rejected or destroyed. Please return your item to us at the address shown on your invoice,
including your order number, full name, address,
phone number, e-mail address and details of the items you are
returning, the reason for returning them and whether you want a refund
or an exchange. Please use a recorded service as we can not be held
liable if your package is lost by the delivery company. If you want an
exchange, we will not charge you any extra postage but you will need to
pay for the return postage.
ANY ITEMS RETURNED MUST BE IN THEIR ORIGINAL CONDITION!
We will not accept returns if they are dirty or damaged! If we receive
a returned item from you that has obviously been worn, soiled, smoked
in or covered in deodorant, pet hair or makeup it will be sent straight back to
you and you will be billed for the shipping. Please note the product packaging (e.g. shoe box) counts as part of the complete item, so please ensure that you have wrapped the product in a protective layer of packaging such as a parcel bag or parcel wrapping paper before sending it back. Simply attaching the returns label and address to the outside of the product may result in the return being declined . In short, you must return
the item exactly as it was when you received it.
Restocking Fee
In certain instances we reserve the right to charge a restocking fee,
for example if you order the same item in four different sizes and
return three of them for a refund. The restocking fee is equal to 30%
of the value of the returned goods, we will notify you in writing of
our intention to charge a restocking fee and give you the opportunity
to exchange the goods instead.
Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account / Order Status" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.
Handling and Dispatch Times
Any order placed by credit or debit card or paypal instant payment before 1pm Monday to Friday will usually
be dispatched on the same day, after 1pm and on weekends we will dispatch
next working day. If you choose postal order, your order will be dispatch once the postal order has been received.
We try very hard to make sure that we're not listing anything that we
don't actually have in stock, so in almost all cases everything you can
see is in stock.
If for any reason we've made a mistake and we don't have something
you've ordered we will let you know as soon as possible by email.
Delivery Times
When you are choosing your delivery option you may find the following information useful:
UK Delivery
In the vast majority of cases orders sent within the UK mainland by
first class and first class recorded post arrive on the first working
day after they are dispatched, however Royal Mail cannot guarantee this.
If you want to be more certain about receiving your order in time for a
special event you should choose the Special Delivery or Courier options
as these should arrive before 1pm and 6pm respectively Monday to Friday (However please bear
in mind that during busy periods such as Christmas delays are not
uncommon). In most cases Special Delivery packages sent on a Friday do
arrive on a Saturday but again this is not guaranteed.
Overseas Delivery
Overseas orders are dispatched just as quickly as UK orders but
delivery times vary between countries, please allow at least 2 weeks
for your order to arrive. Please also bear in mind that you may have to
pay import taxes if you are outside of the European Union, check with
your local authorities if you are unsure.
Kate's Clothing Ltd 05618350
Unit M26 Hastingwood Ind Park, Woodlane, Erdington Birmingham, B24 9QR, UK 0121 320 2974
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