Delivery & Returns

Sale items cannot always be guaranteed in busy periods. Occasionally items may be out of stock when purchased; in this event you will be fully refunded and receive an email notification. 

Delivery

We deliver to all UK mainland addresses, Scottish Highlands and Islands, Channel Islands, Isle of Man, Isle of Wight, Northern Ireland and the Republic of Ireland. We do not deliver to PO Box numbers or Freight Forwarding Companies. We also deliver worldwide please see our standard delivery charges below.

Standard delivery Charge £4.50  3-5 days (Free over £100)

Next working day (excl weekends) order before 2pm £8.95

EU and Channel Islands postage is £13.95 (Free over £150)

International deliverys £21.95   7-14 days (Free over £150)

 

Order Tracking

Once your order has been dispatched, we will send you a confirmation email. 

Please note, we may send your order in multiple parcels in order to get your items to you as quickly as possible. 

If you have any problems with our order please contact our Customer Services Team. 

Returns 

How to return your order

Making a return with us is easy and free. Please follow the procedures below so we can process your return as quickly as possible.

PLEASE NOTE WE NO LONGER OFFER REFUNDS OR EXCHANGES ON SALE ITEMS. 

Please note that our Returns Policy applies, which is separate from and an alternative to your right to cancel your order under the Consumer Contract Regulations 2013. This right is dealt with separately in our Cancellations section.

Pack the item(s) you wish to return in their original condition, with the original packaging and use the prepaid label which was included in your parcel

Please ensure that the package is fully sealed and the labels are fully secured.

Post the parcel at any Post Office and obtain a Certificate of Posting

Please keep this Certificate until you have received your refund.

We will confirm by email once we have safely received your parcel and a refund has been processed.

Refunds

We are happy to offer a refund on unsuitable items that are returned. We regret that post and packaging charges cannot be refunded.

Please note we do not offer refunds on Socks or Tights for hygienic purposes.

We will credit the full amount to the original purchaser's payment card, excluding any shipping costs.

Refunds may only be requested by the person who originally placed the order and will be processed via the original payment method.

Card refunds can take up to 10 working days to be processed by your bank. This varies greatly between card issuers and unfortunately we are unable to influence this.

To cancel your order in accordance with the Consumer Contract Regulations 2013 please refer to our cancellations section.

We will be happy to offer you an exchange for your purchase(s), subject to stock availability.

Please note that exchanges are subject to stock availability. There are some products that we cannot cancel, refund or exchange.

Please see our Returns Policy for more details.

Currently we are unable to provide an online exchange service.

Cancellations

If you live in the EU, you have the right to cancel your order under Consumer Contract Regulations 2013 (CCRs), which govern all internet and mail-order shopping.

When an order has been cancelled under CCRs, we will refund you within 14 calendar days of receiving the goods back or if earlier, from the day we receive evidence of the goods being sent back. If your card issuer has not sent you a refund within 30 days, please contact our Customer Services Team.

It is not always possible to stop the dispatch of your order once it has been placed and we have started to process it.

Learn more about CCRs in our Cancellations under CCRs section.

Returns Policy

Condition of returns

All items should be returned new and unused, with the Kathryns tag intact and with the original packaging within 14 calendar days from the day after you receive your order. Any authenticity cards, dust bags and leather tags provided as part of the original packaging should also be returned. Returns that are damaged, soiled, worn or altered may not be accepted and could be sent back to you.

All items should be returned along with the completed Returns Note to allow easy identification and prompt processing.

Shoes

All shoes should be tried on a carpeted surface before wear. Shoes should be returned unmarked and in their original, undamaged shoe box. Shoes that are returned without their original packaging or with marks may not be accepted and returned to you.

Swimwear

Swimwear should be tried on over underwear without removing the hygiene strips. Returns will not be accepted if this strip is removed or if the items are soiled, they may be returned to you.

Faulty goods

Items are classified as faulty if they are received damaged or if a manufacturing fault occurs. If any item you purchase is faulty, you have the right to reject the goods and have them replaced or refunded within 30 days or if the fault occurs within 6 months you have the right to claim a free repair or replacement.

Please contact our Customer Services Team should you wish to return a faulty item. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. All our orders are quality controlled and checked before being dispatched. However if an item you receive is damaged or faulty, please contact our Customer Services Team who will be happy to assist you.

Late returns

Returns we receive outside of our 14 days returns policy without prior notification will only be accepted at our discretion except in the case of faulty, missing, incomplete or damaged orders.

Gift returns

If you would like to return an unwanted gift, please note that the refund will be made to the person who made the purchase, via the original payment method. Unfortunately, no refund or exchange can be made to the person who received the gift when the order is returned by post.

Please note that our Returns Policy applies to our free returns service, which is separate from and an alternative to your right to cancel your order under the Consumer Contract Regulations 2013. This right is dealt with separately in our Cancellations section.