FAQ

Choose a product and its options, enter the requested name and upload a suitable photograph. You can review the generated artwork and adjust supported designs before adding the item to your basket.

Use a clear, well-lit image with the subject fully visible. JPEG, PNG and WebP files up to 10 MB are supported. Only upload photographs you have permission to use.

Please contact us as soon as possible if you need to change or cancel an order. Because personalised items may enter production quickly, we cannot guarantee that changes or cancellations will be possible once production has started.

Production normally takes 3–5 working days. UK delivery then takes approximately 1–4 working days after dispatch, depending on the selected method. Times are estimates and may occasionally vary.

Because personalised items are made to order, we cannot normally accept a return or exchange if you simply change your mind. If an item is damaged, defective, incorrect or not as described, please contact us. This does not affect your statutory rights.

Tracking details will be provided when they are available. If an expected parcel has not arrived, contact support@kattie.uk with your order number.

Contact us as soon as possible with your order number, a description of the problem and clear photographs. We will review the issue and explain whether a replacement or refund is appropriate.

Where a refund is appropriate and approved, it is returned to the original payment method. The time taken to appear in your account depends on the payment provider.