Returns

Sadly we do not offer returns for personalised items or commissions.

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 return your Katie Cardew item/s.

Alternatively, you can use the direct link below:

http://www.royalmail.com/track-my-return/create/1747

In your returns parcel, please include a note of your name, order number and whether you’d like an exchange or refund

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 online to the studio?

Yes absolutely, you can exchange or get a refund. You will need to take your email receipt with you to the studio (no need to print, just show it to us on your phone), we cannot process the return without this, and it must be inside the 30 days. 

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 here (insert link to customer services email) and give us a chance to resolve any issues.

Thank you!

Love, Team KC

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