Refund policy
I hope you love your items. However, I understand that you may wish to return your item to me.
CANCELLING AN ORDER
You have the right to cancel an order within 14 days of ordering as per the UK's Consumer Contracts Regulations. If your order has already shipped then you will need to return it for a refund. Please see below for the ways to do this.
RETURNING AN ORDER
Please let me know within 14 days of delivery if you would like a refund. You then have another 14 days to return the item to me in perfect condition, including gift packaging for a refund or exchange. If you wish to return or exchange an item, please email kategwilliam@kategwilliam.com . I will then authorise your return and give you the address to send it to.
The original postage cost to send your order to you will be refunded (for shipping upgrades, the cost of standard shipping will be refunded). You are responsible for the return postage costs.
PERSONALISED AND CUSTOM ORDERS
Unfortunately I am unable to offer refunds or exchanges on custom orders or personalised orders. If you have any queries about custom orders or the personalisation you have chosen, please email contact kategwilliam@kategwilliam.com
EXCHANGES
You can exchange any item for a different size or colour or for a replacement product. You will need to pay for the exchange postage and the difference for a more expensive item and we will refund the difference if it is cheaper.
Returned items are your responsibility until they have arrived back and must be returned in the same condition as they arrived. Kate Gwilliam will only refund the return postage costs for damaged items.
FAULTY GOODS
Goods are considered faulty if they are received by you, damaged, and may require photographic proof; items that are damaged as a result of normal wear and tear are not considered to be faulty. However, as these are handmade items I are happy to discuss repairs and restoration as I want you to keep these forever.
RETURNING AN ITEM
I recommend you send your item back using a recorded delivery service as Kate Gwilliam cannot offer refunds for items that do not reach me, please retain proof of postage.
International Customers: Please also mark returns from outside of the UK on the package as a returned item as customs charges incurred from failure to do this will be deducted from the refund value.