Shipping & Returns

Shipping

At the moment I only ship within mainland UK - this is due to the GPSR regulation for shipping into the EU that was introduced in December 2024, and the recent US tariffs that are being imposed. I'm hoping to start shipping to the USA when more information is available. 

Delivery charges and options are based on size and weight of parcel, they will be displayed at checkout. Deliveries are sent via Royal Mail and delivery charges cover my postage costs plus a small amount towards packaging and labels. 

Some items are held in stock, some items may have a production time that you need to allow for while I'm re-stocking and some items are made-to-order. 

For items that are in-stock please allow at least 1-3 working days for delivery if you choose 1st Class/Tracked 24 delivery option, and at least 3-7 working days if you choose 2nd Class/Tracked 48. If an item is not in stock please refer to the production time indicated on each individual product description. If you're not sure please check with me to see if an item is in stock before you place your order. 

You would be informed of any production delays should there be any. All items are sent from my studio that is based in Yorkshire where they are quality assured and packaged with love. 

You would be informed by email once your order is complete and has been despatched.

If your order has not arrived within 14 working days from when it was shipped please get in touch so I can advise further. Unfortunately sometimes delays can happen with Royal Mail which is out of my control, but I will do my best to resolve any delivery issues for you. 

All charges include VAT. 

Returns

For any products that are made-to-order they are exempt from a cooling-off period, you can therefore only cancel an order before production has started. If you wish to cancel your order please get in touch as soon as possible to discuss if your order is able to be cancelled. In general an order can not be cancelled once it has been despatched.

For products that are made-to-order refunds cannot be given unless the item is faulty, defective or arrives damaged. For any in stock items refunds are accepted within 14 days of receipt.

If you think you have received a faulty product or a product has arrived damaged I must be contacted within 14 days of receipt. If an item is faulty I will either replace it or offer a return/refund. If you wish to return an in stock item the item must be in perfect resalable condition, unused and preferably in the original packaging. The return postage is payable by yourself. If I am contacted outside of 14 days of receipt the item cannot be returned.

Any bespoke or sale items are non-refundable.

I hope you love your Katie Marshall Design creation, however if for any reason you are not completely satisfied with your online purchase please get in touch and we can discuss further.

info@katiemarshalldesign.co.uk