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Returns

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PERSONALISED ITEMS

Sadly we do not offer returns for personalised items unless they arrived damaged, in which case see below. 

DAMAGED ITEMS

If your order should arrive damaged, please send a photo of the damage to [email protected] within 2 days of receiving the item/s. We will then review and if we agree the item is damaged, we will either refund or send a replacement free of charge.

ALL OTHER RETURNS

For all other items we offer 30 days from the date you receive your order for a Refund or Exchange.

Please be sure to return your items in the same condition as you received them as we’re unable to refund or exchange items that are returned to us in an unsaleable condition.

Returns can take 7-10 working days to process.

Click here to download our Returns Form. Please print and include this in your return. Please return your item using your preferred way of posting – Royal Mail is usually the most efficient. Please note that until we receive the item, we hold no responsibility for the item/s.

 

FAQ’s:

Will I have to pay postage for my return?

Yes, you do have to pay postage on any returns to us, unless an item is faulty or received in error, in which case please contact us directly to resolve. We are a small business so at the moment we cannot offer free returns, although we would love to.

Can I exchange an item for a different item?

No, you can only exchange something for the same product in a different design. 

What if the item I request to exchange for is out of stock?

If we do not have the item in stock that you ask for in exchange, we will automatically refund you the full amount.

Can I return something that I bought in a sale or seconds sale? 

No, unfortunately we do not accept returns for sale items.

Will my shipping fee be refunded?

Unfortunately no shipping costs can be refunded.

We have to treat every customer fairly, this means every customer receives exactly the same service every time, without exception. We must stick to the returns policy. We will not refund or exchange outside of this period, without exception. We cannot be responsible for the loss or damage of any returned parcels, so please keep your tracking number.

It can take 5 to 10 working days for your refund to reach you, depending on your bank.

We really are doing our best to make every part of your Katie Cardew Illustrations experience as pleasant as possible, however mistakes are occasionally made. If you think we can improve or you’ve been disappointed in any way, please don’t hesitate to contact us at [email protected] and give us a chance to resolve any issues.

Thank you!

Katie and the team x

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