Frequently Asked Questions
Frequently Asked Questions
About Kate's Treasures15
Q: What's the story behind Kate's Treasures15?
A: Dad was an actor, scriptwriter, and theatre lover. He spent his life immersed in storytelling – performing on stage, writing scripts, and collecting films and books with real passion. He had this dream of sharing his collection with people who'd truly appreciate it. We talked about doing this together for years. When he passed, Kate realised this was something they needed to do – to honour Dad's legacy and keep his passion for cinema, literature, and storytelling alive. That's how Kate's Treasures15 was born. The '15' is Dad's birthday. It's the dream they never got to do together, now happening in his memory. 💙
Q: Who actually runs this?
A: Kate does! She personally handles every customer message, every product description, every decision. You're not dealing with a call centre – you're dealing with a real person who genuinely cares. Our rescue Staffordshire Bull Terrier Arya is Chief Drama Officer and quality control expert.
What We Sell
Q: So what exactly do you stock?
A: Dad's world cinema collection (DVDs, Blu-rays, rare finds). Preloved books – academic, literature, history, theatre scripts. Avon cosmetics and beauty. Imperial Candles with jewellery surprises inside. Home décor, pet supplies, stationery, seasonal treasures, jewellery, and more. Everything is hand-picked. If we wouldn't use it ourselves, we don't sell it.
Q: Why is Dad's collection so special?
A: Because it's irreplaceable. Dad spent decades hunting down specific films, rare editions, forgotten gems – films that shaped his work as an actor and scriptwriter, books that inspired him. As someone who lived and breathed theatre and cinema, he knew exactly what mattered. When these items sell, they're truly gone forever. That's why we describe every single one carefully – because we know how much they matter to collectors like Dad was. Each item has a story.
Q: Who reviews your products?
A: Arya, our Chief Drama Officer! She's brutally honest, occasionally dramatic, and only gives her signature "5 PAWS OUT OF 5" to products that genuinely impress her. Her reviews are the real deal – no corporate waffle, just Arya's authentic take. She's very thorough in her role! 🐕
Our Charity Mission
Q: Why do you donate 20%?
A: Because Dad believed in giving back. He was a dog lover who rescued stories the way others rescue dogs – he saw value where others saw nothing. When we started this business, we knew we had to honour that. So we donate 10% to Arundawn Dog Rescue and 10% to Clymping Dog Sanctuary. That's 20% of every order going directly to rescue operations.
Q: Tell me about Arundawn Dog Rescue.
A: Arundawn saves dogs facing euthanasia. Council pound strays get 7 days. After that, they face death – through no fault of their own. Arundawn steps in. They work with dog wardens and police to pull dogs from the brink, rehabilitate traumatised and ill dogs, and find them loving homes. They've been doing this for 46 years. It's unglamorous, heartbreaking, essential work. And they're at breaking point because of funding.
Q: And Clymping Dog Sanctuary?
A: Clymping rescues and rehomes dogs, giving them second chances and new lives. They're a fantastic local charity doing amazing work. We support both because both missions matter – Arundawn saves dogs from euthanasia, Clymping transforms lives through rehoming and care.
Q: How does the 20% donation actually work?
A: Simple. You buy something. 10% of that order goes to Arundawn. 10% goes to Clymping. We track it, we donate monthly, and we're completely transparent about it. Even if you return your order, the donation is final – because those dogs still need help.
Shipping & Delivery
Q: How fast do you ship?
A: We dispatch within 1-2 working days. Delivery typically takes 2-4 working days with FREE UK tracked shipping. You'll get a tracking number via email and can follow your parcel every step of the way.
Q: Do you ship internationally?
A: Not at the moment. We're UK-only right now. But if there's genuine international demand for specific items, we might reconsider. Drop us a line if you're interested!
Q: What if my order arrives in multiple packages?
A: Different product lines may arrive in separate parcels with separate tracking numbers. This actually gets your items to you faster. Each parcel is tracked and insured.
Q: My tracking hasn't updated yet – should I worry?
A: Not at all! Couriers can take 24-48 hours to scan and update tracking systems. If your tracking shows "No updates yet" or "Awaiting collection," this is completely normal – your parcel is on its way! Once the courier completes their first scan at the depot, tracking will update with live delivery progress.
Returns & Refunds
Q: What's your return policy?
A: 14 days from delivery for standard items. Items must be unused, unopened, in original sealed/boxed condition. For cosmetics and beauty products, items must be SEALED ONLY – unopened products only. Return shipping is your responsibility (we recommend tracked). Contact us at contact@katestreasures15.co.uk and we'll respond within 24 hours with instructions. Dad's preloved collection items are final sale – they're one-of-a-kind treasures.
Q: Do I need to provide photos for returns?
A: Yes! You must provide photographic evidence within 24 hours of reporting your issue. Photos should show: sealed/unopened packaging, original condition, and your order number visible. This protects both of us and prevents fraud. If photos aren't received within 24 hours, unfortunately we can't process your return.
Q: What if something arrives damaged?
A: Contact Kate immediately via email or chat with photos. We stand behind everything we sell. If it doesn't match the description or arrives damaged, we'll make it right. That's a promise.
Q: What about cosmetics – can I return opened products?
A: No. For hygiene and safety reasons, opened or used cosmetics cannot be accepted. Cosmetics are only returnable if they're sealed and unopened. Once opened, they're yours to keep – this is standard across the beauty industry.
Q: What if I claim "item not received" fraudulently?
A: We take fraud very seriously. Fraudulent claims will be reported to payment processors, couriers, local police, and Action Fraud. We have unique item identification and courier photographic evidence to verify deliveries. We protect genuine customers whilst maintaining business integrity.
Discounts & Rewards
Q: Do you offer discounts?
A: Yes! Sign up to our newsletter for exclusive early access to new treasures and rare finds. We also have a tiered loyalty program launching soon that rewards you based on your purchase history!
Q: Tell me about the loyalty program.
A: Our new tiered loyalty system rewards you for every purchase! Complete 5 orders over £15 to unlock Bronze tier (10% off). Each tier requires 5 more qualifying orders to progress. Silver (15% off + early access), Gold (20% off + priority support), and Platinum (25% off + £10 gift card + VIP access). Kate personally tracks your journey!
Q: Can I stack discount codes?
A: No, discounts cannot be stacked or combined. This protects our margins and ensures fair pricing for all customers.
Q: Are discounts available on all platforms?
A: Discount codes are for website purchases only (www.katestreasures15.co.uk). eBay and other platforms have their own pricing.
Payment & Security
Q: What payment methods do you accept?
A: All major credit and debit cards, PayPal, Apple Pay, Google Pay, and Shop Pay (with instalment options). Everything is secure with SSL encryption through Shopify. Your information is completely protected.
Q: Is your website secure?
A: Yes. SSL encrypted, Shopify-hosted, and we take security seriously. Your data is safe with us.
Contact & Support
Q: How do I reach you?
A: Email contact@katestreasures15.co.uk or use our website chat. Kate personally responds within 24 hours maximum – usually much faster. You'll always speak to a real person who actually cares about helping you.
Q: What are your opening hours?
A: We operate Monday-Friday. Orders are processed daily, and Kate responds to all messages within 24 hours. We're a small team, so we work around what makes sense for us and our customers.
Q: Can I change or cancel my order?
A: Contact us immediately! Orders process quickly, so communication is key. If your order hasn't been dispatched yet, we can cancel it free of charge. Once dispatched, you can return it under our returns policy.
Q: What about affiliate products (Avon, Imperial Candles, etc.)?
A: These are purchased through partner websites and shipped directly by the brand. They follow the partner's shipping policies and timeframes. For cancellations or returns on affiliate products, contact the provider directly.
Last updated: November 10, 2025
