Refund policy

Returns

If you're not completely satisfied with your purchase you can return it to us and we will exchange or refund it for you. Customers in the UK can scroll down for a link to create a free returns label (no printer required). 

Our policy lasts 30 days. If 30 days have gone by since you received your purchase, unfortunately we can’t offer you a refund or exchange, but please contact us as we can be flexible in certain circumstances.  You also have a right to cancel your order for any reason within 14 days of receipt under Distance Selling Regulations. If you would like to exercise this right please complete our standard cancellation form here. Our general returns policy allows you an extra 16 days and you can use the free returns system below.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please take care to put items back in the correct garment bags or product boxes. Please do not stick labels or tape to those bags or boxes. 

Several types of goods are exempt from being returned.

Non-returnable items:
- Face Coverings or Masks
- Gift cards
- Tights, swimming costumes, underwear and earrings
- Some health and personal care items

If you are not sure, please check the item description on our website. Please also return any Free Gifts you will no longer be eligible for. Please also ensure you return any boxed items such as shoes with their original boxes, with a bag around the box. Please do not fix the returns label directly to the box. 

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery.
- Items that you have previously exchanged or returned and then re-purchased or requested in exchange.
- Shipping costs may be deducted if you would no longer have been eligible for free shipping.

Click here for special notes on returning items bought as part of a BOGOF sale.

Click here for special notes on returning items bought as part of a 3 for 2 sale.

Refunds (if applicable)
Once your return is received, inspected and processed we will send you an email notification. Please allow up to 14 days for us to process your return after we have received it.  We will process your return as fast as possible but please allow us at least 14 before contacting us.

We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days depending on your payment method and card provider.

Please note any shipping costs you paid at the time of order will not be refundable and if you were eligible for free shipping and your refunds cause your order value to fall below the threshold then the standard postage fee will be deducted from your order.


Late or missing refunds (if applicable)
If you haven’t received a refund within 7 days, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at contact@katesclothing.com.

Sale items (if applicable)
Sale items are eligible for refund as normal.

Special Notes on Returning BOGOF Items: If you need to return any items from an order that included a BOGOF (buy one get one free) offer please bear in mind the effect that it will have on any refund: 

  • If you return only the free item there won't be anything to refund.
  • If you return only the item which earned you a free item, then any refund will only be for the difference in price between that item and the free one.
  • If you return both items then the full price of the paid item only will be refunded.


Exchanges (if applicable)
We are happy to exchange your item for a different size, just let us know when you return your item. If you'd like a different item altogether then we'll need to refund the returned item and you'll need to place a new order for the new item.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping

UK Customers:

Free UK returns shipping only functions below 20 kgs and a maximum box size of 46 x 61 x 46 cm or tubes shorter than 90cm. Returns with large quantities of items may need to be split across 2 packages. For the rare single items that are too large, there will have been a warning on the product description and you will need to arrange your own (non-refundable) shipping.

The free service is offered at our discretion and any abuse of the service (for example, but not limited to, returning an item and then reordering the exact same one or very excessive use) may result in a ban or charge for future use and we reserve the right to recoup our costs in the event of misuse of the service. 

UK Returns Free Shipping (no printer required) - Customers in the UK can create a free returns label via our special page on the Royal Mail website. You can download your returns label and print it at home. They will email it to you too. If you don't receive a notification in your inbox please check your junk folder. Alternatively they can print the label for you. Take the email and your packaged item to a Post Office® branch or Royal Mail Customer Service Point (CSP). They’ll then scan the QR code and print the label for you. If you choose a CSP, check before you go that it can print labels. Check the Royal Mail location finder and look for ‘Label printing service is available’ under 'facilities'. Please click here for instructions for printing your free UK returns label.

Customers outside the UK:

If you are not in the UK, please return the goods to us at the address below, via a recorded service, ensuring you have included the information as above. Please note the free returns is only available to customers inside the UK.

If you don't include all of the information above it will take us longer to process your return.

  • Make sure your package is clearly marked on the outside as a return
  • Make sure that your clearly identify the package as a return on any paperwork you fill in at the Post Office or for the courier


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the original shipping cost will be deducted. The refund will be for the goods only.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £75, you should use a trackable shipping service and/or purchase shipping insurance. We don’t guarantee that we will receive your returned item.

Returns:
Kate's Clothing Ltd
Woodlane Hall Farm
Dunstall Lane
Yoxhall
DE13 8PH
United Kingdom