Terms & Conditions
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 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
DELIVERY AND SHIPPING
Standard Delivery - (3-5 working days from dispatch) normally £6.00*
UK Next Day Delivery - (if placed before 1pm on weekdays only) at £10*
Please note that orders placed on a Friday, Saturday, Sunday or Bank Holiday will be dispatched on the next working day for next day delivery.
*Heavier items such as boots, coats and larger orders will be charged at £10.00 and £12.00 for each of the delivery options.
All UK deliveries are sent via Royal Mail and will require a signature on delivery. For any items that fail to be delivered, a card will be left and the item returned to the local Royal Mail depot for personal collection or redelivery. Any items not collected within 3 weeks will be returned to us and you will be liable for the cost of any postage charges of the return.
We appreciate that you may not always be at home to receive a delivery, and as such we offer the option of delivery to an address other than your registered payment card address. (See delivery address option when processing your order at payment stage).
Once your order has been confirmed the delivery address cannot be changed, for security purposes.
Please note all delivery times are subject to product availability and credit card authorisation.
Also note, in the unlikely event of strike action by Royal Mail, or if there are severe weather conditions, we cannot be held responsible for the timing of your delivery. If this delays your delivery, then we apologise, but it will be out of our control. In this instance we will do our best to ensure any goods have a limited delay and/or are sent via other means where possible.
Take advantage of the global reach and reassurance that Royal Mail International Signed For service offers. With International Signed For a signature will be taken for your item on delivery at its destination.
Orders placed after 3pm will be not be shipped until the next working day.
Please be aware that International orders take between 7-10 days to arrive after they have been dispatched. In some cases this can be slightly longer.
Europe, Republic of Ireland and the Channel Isles £15
United States of America £20
INTERNATIONAL DUTY AND SHIPPING
Orders outside the UK may incur additional import duties & custom charges. These are levied at the port of ingress & are the responsibility of the purchaser.
Bulkier orders may also be subject to additional charges.
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.
If the item you received is faulty, please contact Katie and Jo quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 14 days from receipt of the faulty item or from the date when the fault occurs within the one month time period specified above to return it to us. Upon receipt of your goods we will either issue a refund, replace or repair your item.
Please enclose your receipt with the item and return to:
Katie and Jo
253 New King’s Road
IF YOU RECEIVE AN INCORRECT ITEM
If you think that the item you received is not what you have ordered, please contact Katie and Jo quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
This returns policy does not affect your statutory rights.
HELP TO ENSURE THE QUALITY OF OUR PRODUCTS.
*Note: when trying on items of clothing do not remove labels. Please ensure that you are not wearing a perfume, aftershave or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation. Jewellery care guidelines: Avoid contact with perfume, deodorant, hairspray or water. Avoid scratching your jewellery by storing in a non-abrasive box or pouch. Handle with care and do not apply any unnecessary force.
PURCHASE OF PRODUCTS
When you place an order on our website we shall email you an acknowledgement. Our acceptance of an order does not take place until dispatch of the order, at which point the purchase contract will be made and you will be charged.
Once you have checked out and your order has been confirmed you will not be able to make any changes to your order so please make sure that everything is correct before clicking the confirm button.
Any discounts triggered by the entry of a promotional code will not be applied until the order is accepted but will be detailed on the invoice.
We reserve the right to refuse an order. Non-acceptance of an order may, for example, result from one of the following:
The product ordered being unavailable from stock
Our inability to obtain authorisation of payment
The identification of an error within the product information, including price or promotion
If there are any problems with your order we shall contact you. We reserve the right to reject any offer to purchase by you at any time.
We will take all reasonable care, in so far as it is within our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.
Where applicable, you may cancel your order in accordance with your rights under the Distance Selling Regulations. If the item has been dispatched simply use the freepost returns label to return the goods to us for a full refund.