Returns Policy

Each Kattie product is made especially for you using your approved personalised artwork. Because personalised items are made to order, we cannot normally accept returns or exchanges if you simply change your mind.

If your item arrives damaged or defective, contact support@kattie.uk as soon as possible with your order number and a description of the issue. We may ask for clear photographs so we can assess what happened and put it right.

Please contact us if you receive an incorrect item or something that does not match its description or your approved order. Keep the item and packaging while we review the issue, and do not return anything until we provide instructions.

Depending on the circumstances, we may offer an appropriate replacement or refund. We do not promise an automatic outcome before reviewing the issue. Approved refunds are returned to the original payment method and may take additional working days to appear.

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.

Email support@kattie.uk with your order number, a short explanation and any requested photographs. We will review the information and explain the next steps.

This policy does not limit your rights where an item is faulty, damaged, incorrect or not as described. This does not affect your statutory rights.