Terms and Conditions


Katie ella produces beautiful handmade children's wear. Every item is handmade from our studio in the National Forest, Leicestershire.

As all my items are handmade, they may differ slightly to what is shown in the photos.

Before making any purchase, please read the information below. It makes the transaction easier for me as the seller and you as the buyer.

Please do check these policies even if you have bought from me before as they may change without notice.

If you have any questions about any of my items or about my policies please do not hesitate to contact me at hello@katie-ella.co.uk

Payment

Payment is accepted via Paypal, Credit and Debit Cards through our secure checkout hosted by Shopify.

If you purchase an item and payment is received but decide you wish to cancel the order, please contact me. I will offer a full refund, less the fees I have incurred, if the item has not yet been shipped

Shipping

Orders will be dispatched by the time frames listed and where possible your order will be shipped sooner. You will be informed via an email notification once your item has been posted. I will endeavour to keep you updated if any delays occur.

[UK CUSTOMERS]


I ship all parcels via standard Royal Mail second class postage and get a Proof of Postage receipt. If you would like your parcel to be sent with tracking I can send it Recorded or Special Delivery, please let me know before paying as there will be an additional cost for this service

[INTERNATIONAL CUSTOMERS]
Please note I am based in the UK but I am happy to ship to international customers worldwide. (Please see below regarding custom and duty fees).

[LOST IN TRANSIT]
If an item is lost in transit, please contact me in the first instance. As per Royal Mail policy, there is a specific amount of time before it can be considered lost.

Once this time has passed if the item has not arrived, I will replace your item, no refund will be given. Please note Royal Mail may contact you to confirm the order was placed and confirm the delivery address.

[CUSTOMS, TAXES & DUTY FEE]
Please note that buyers are responsible for any and all duties and customs charges that may be incurred. Any customs fees, taxes, duties, tariffs etc that you might incur at the time of delivery would be at the discretion of your own country's tax regulations and are collected by your own country. 

These charges will not be refunded to you as legally you are the importer and are responsible for any custom/tax or duty fees that your country charges.

Please make sure you check with your local customs agency if you want more information before placing an order. Always make sure you are aware of any import laws and charges you may incur before ordering.

[PACKAGING AND SHIPPING COSTS]


All parcels are checked before being posted and come from a smoke-free house and studio. Although I have a no pet policy in the studio please be aware that stray pet fur may transfer from my clothing onto your items.

All my items are gift wrapped in brown paper with a logo stamp and sealed inside a brown cardboard box. You can place the entire packaging including kraft tape into your recycling bin.

We are a very environmentally aware company and are constantly trying to reduce our plastic waste both at home and through the business. 

We always try and keep our postage costs affordable to you. 

Spend £0-£15 and First Class Postage is £2 

Spend above £15.01 and First Class Postage is £3.50

Anything over £75 is sent recorded delivery at no extra cost. 


[ADDRESSES]
I will post the item to the address given, if the delivery address is different to the billing address please contact me before the item is shipped.

If the parcel does not arrive because the wrong address was supplied a refund can not be issued.

Returns and Refunds

[RETURNS AND REFUNDS]

Katie ella's main aim is to provide beautiful handmade clothes, if you have a query with your item or there is a genuine fault please do contact me so we can work out a solution. If you not happy with your purchase in accordance with the EU Distance-selling law you must contact me within 14 days of receipt of the goods.


Please note that a return will only be accepted with a returns number that will be provided.

On average refunds will be given within 5 days of receiving the goods. All refunds are paid by the same method they were received.

The cost of shipping the item back to me (unless the item was damaged) is the responsibility of the buyer and will not be refunded. The original shipping cost of sending the item out will be included in your refund.

Please note items will need to be returned to me, in their original packaging and in the original condition (not used, worn or damaged) for a refund to be issued.

No returns will be accepted after 14 days from receipt of goods. Your statutory rights are not affected by the returns policy.

Should an item be returned for non-delivery due to the buyer providing wrong shipping address; the order will be cancelled and a partial refund given (no refund on original shipping charges). As stated earlier, it's the responsibility of the buyer to provide the correct shipping address at time of purchase


[DAMAGED ITEM]
All care and consideration is taken when items are packed securely for dispatch.

However should your item(s) arrive damaged, please contact me immediately. I will require photographs of the  damage along with the packaging (this is for claim purposes). I may request that the item is returned to me - if so, once the item is received I will refund the original item cost including the shipping as well as reimbursing you for the cost of returning the item.

I cannot give refunds without photographic proof of the damage to the item and photos of the box/packaging. Please do not throw any of it away until a refund or exchange has been confirmed.

Please contact me about any damage within 14 days of receipt of goods.

Please note refunds or exchanges are only given for items damaged in transit. 

[STOLEN ITEMS]
I am not responsible for items that have been marked as delivered by the carrier but subsequently stolen. It is your responsibility as a buyer to make necessary arrangements to ensure safe receipt of the goods.


[EXCHANGES / STORE CREDIT]
If you would prefer to exchange the your item rather than have a refund, I am happy to do so withn 14 days (UK / Europe) or 20 days (international). 

If the replacement item is of less value than the one purchased the difference will be refunded or a e-voucher offered for the difference in value. If the item is more, the difference must be paid by the buyer before the new item will be sent.

If you are not sure what item you would like to exchange, a store credit voucher for the value of the returning item will be issued.

Please note a shipping charge will be incurred on the exchanged item.

Photos

[PHOTOS]
I always try and include clear colour photos for all items however colour differences can occur due to different monitor settings. If you have a question about the colour/shade of any product please contact me before you purchase.

[RESELLING]
All my items are sold for personal use and I do not give permission for them to be sold on in Mass quantity. 

You are welcome to sell any pre loved items however and there is a section on our Facebook group specifically for this


[FEEDBACK / REVIEW]
I love hearing from my customers and have had both lovely reviews and charming emails of feedback. If you are happy with your purchase, do please let me know.

If there is an issue with your order/shipment please do contact me before leaving any negative or neutral feedback, as I may be able to rectify the situation for you - but I can't if I am unaware of it.