Delivery & Returns Policy at Katie's Heart
We offer the following delivery & returns services to UK only (overseas shipping info below):
- Standard (2-5 working days) FREE
We deliver to UK mainland including Northern Ireland, Isle of Anglesey, Isle of Wight, Scilly Isles and The Scottish Islands.
We aim to dispatch all orders within 24 hours of receiving payment. An ‘Order Confirmation’ and ‘Order Dispatched’ email will be sent to the email address provided during the ordering process.
If your order is not received within 14 days, please contact us and ensure your order number is within this message. Upon receipt of your enquiry we aim to respond within 24 hours.
For further details on our shipping methods, please click on this link: Terms of Service.
International delivery & returns
- Standard (4-7 working days) £5
Privacy & Security
Returns & Replacements
Should you wish to return your purchase to us, you can do so in the following way:
Please contact us within 7 working days from receipt of your order. Please ensure your order number is quoted within this message. Upon receipt of your request to return an item, we will issue a returns number, which will be sent via email, to the address provided.
We aim to provide all return numbers within 48 hours of receiving your request. Items must be returned within 28 days from notification of the returns number. All items must be returned in original packaging, unopened and unused for hygiene reasons. Suitable packaging should be used to ensure the items reach us in good condition. By choosing to return items purchased, you will be responsible for returning the products to us and the cost of doing so. We do not accept liability for lost, damaged or undelivered items.
Refunds will only be issued once items have been received by us, subject to the condition they are returned in. We will refund the purchase price less any original delivery charges.
Please contact us, as soon as possible, quoting your order number and the nature of the fault within the message. Upon receipt of your request to return a faulty item, we will issue a returns number, which will be sent via email, to the address provided.
We aim to provide all return numbers within 48 hours of receiving your request. Faulty items must be returned within 28 days from notification of the returns number. Once the returned item is received, we will complete an investigation into the product fault. If the product is deemed to be faulty, we will issue a full refund of the purchase price, including the delivery costs.
For all product returns, please allow up to 14 days from the date the product is returned to the date of credit to your account.
Nothing in this returns section affects your statutory rights as a consumer.
Please review our Terms of Service for further information on our delivery & returns policy.