Returns and Exchanges
CANCELLING YOUR ORDER
Under The United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from katieandjo.com, for a full refund. This does not apply to certain specified items that cannot be returned for hygiene reasons.
If you wish to cancel your order, you must inform katieandjo.com via email or in writing within 7 days of your order clearly stating your order number.
If your order has already been shipped, you will need to return the order to us and you will be responsible for the cost of postage.
You must take reasonable care of all Goods in your possession and return them to us within 7 days from the cancellation date with their labels still intact, appropriately packaged to avoid damage and in accordance with the ‘Returns Requirements’ set out below,. We reserve the right to arrange collection, in which case you will be responsible for collection charges.
Katie & Jo will refund the original credit or debit card used for the purchase within 14 days of the cancellation notice or if the goods have already been shipped to you before the cancellation notice, within 14 days of receiving the returned item(s) from you, further to the normal quality checks, The refund for cancelled orders includes the full value of the cancelled order, including UK sales taxes, but excluding shipping costs..
RETURNING AN ITEM
If you wish to return an item then you should email us at firstname.lastname@example.org with a description of the item and the SKU number found on your order confirmation and invoice, within 7 days of receipt.
Items should then be returned with labels attached within 14 days of receipt of item to the address below using recorded delivery via Royal Mail or your own preferred courier. We cannot take responsibility for items lost and the item is your responsibility until it reaches us. We therefore suggest using a signed for service as proof of receipt. The cost of returning the item to us is your responsibility.
Items must be returned to us in perfect condition with all tags still attached. If not returned in such condition Katie & Jo hold the right to refuse return. This does not affect your statutory rights.
Address for returns: Katie & Jo, 253 New King’s Road, London SW6 4RB
Katie & Jo will not accept returns outside of the above time frame other than for faulty garments, and will not accept returns for items that have had the labels removed or have been worn.
We shall check all items thoroughly prior to sending every order. Katie & Jo will only accept returned goods that are in the same condition as at time of release and footwear and hosiery will only be accepted back if returned in its original undamaged packaging. Katie & Jo will refund the original credit or debit card used for the purchase within 14 days of receiving the returned item(s), further to the normal quality checks. The refund includes the full value of the items returned, including UK sales taxes, but excluding shipping costs.
Please note that some specified items are non-returnable for hygiene reasons and we cannot issue a refund or exchange for these.
Christmas Returns Policy: Please notify us of the return by 1st Jan and return the item within 7 days from this date.
EXCHANGING AN ITEM
Please follow the 'Returning an Item' procedure for the return of the item you would like to exchange. You can purchase the new item at any time as a separate transaction.
In respect of goods returned through a cancelled order, a returned order or an exchanged order the following additional requirements shall apply:
Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.
Items should be returned new, unused, and with all the dressing room and designer garment tags still attached. Returns that are damaged or soiled may not be accepted and may be sent back to the customer. All shoes should be tried on a carpeted surface before wear.
Please note: The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. katieandjo.com is not liable for the cost of returning items or for any item that is lost or damaged.
Please make sure your receipt is enclosed with the item and returned to: Katie & Jo, 253 New King’s Road, London SW6 4RB