Frequently Asked Questions
About Kate's Treasures15
Q: What is Kate's Treasures15? A: Kate's Treasures15 is a family business offering unique gifts, home and garden products, dad's world cinema collection, preloved books, and beauty products. We also offer Avon and Imperial Candles through affiliate partnerships. Now shipping internationally to bring treasures from England to the world!
Q: Who runs Kate's Treasures15? A: The business is led by Kate, Founder and CEO of Kate's Treasures15, with our Chief Drama Officer Arya (our rescue Staffordshire Bull Terrier) providing expert product reviews. Our family team works together to bring you quality products and exceptional service from our home in West Sussex, England.
Q: Is this really a family business? A: Absolutely! Kate's Treasures15 started as a shared dream with her late father to sell his incredible world cinema collection, rare books, and quality products. After his passing, we've continued his vision and expanded globally. Today, the business honours his memory whilst serving customers worldwide, each order keeping his passion for collecting alive.
Q: Do you donate to charity? A: Yes! 10% of every purchase goes to Clymping Dog Sanctuary, a cause incredibly close to our hearts. Our rescue dog Arya inspired this partnership (though she wasn't rescued from Clymping - her story led us to support their amazing work). For affiliate products (Avon, Imperial Candles), we donate 10% of our commission. Every order makes a difference!
Orders & Shipping
Q: Do you ship internationally? A: YES! 🌍 From 18th August 2025, we're shipping dad's treasures worldwide! We now deliver to USA, Canada, Australia, Germany, France, Italy, and Netherlands. Dad's world cinema collection, rare books, CDs, and music are available for international shipping - bringing his passion for collecting to fellow enthusiasts globally.
Q: What can you ship internationally? A: Our international shipping covers dad's complete collection - DVDs, books, CDs, and music. These unique, often rare items ship from England with full tracking. Other products remain UK-only due to supplier restrictions, but dad's treasures are now available worldwide!
Q: How long will my UK order take to arrive? A: We offer FREE UK tracked shipping via multiple couriers (Evri, Royal Mail, Yodel, DPD), with most orders arriving within 2-4 working days. Orders placed are dispatched within 1-2 working days (often sooner)
Q: How long will my international order take? A: International orders are dispatched within 24 hours and typically arrive within 7-14 working days via Royal Mail International Tracked. You'll receive full tracking information and customs forms are completed professionally.
Q: Who pays customs duties for international orders? A: International customers are responsible for any customs duties, taxes, or import fees required by their country. We'll mark packages accurately and provide all necessary documentation.
Q: How will I know when my order has shipped? A: You'll receive an email with tracking information once your order is dispatched, whether UK or international. Track your treasures all the way to your door!
Q: Can I request a specific delivery date or time? A: For specific delivery needs, please contact us via chat before placing your order. We'll do our best to meet your deadline, especially for gift occasions.
Products & Inventory
Q: What makes dad's collection special? A: Dad spent decades curating an incredible collection of world cinema, rare books, and music. Each item was chosen with passion and knowledge. When they're gone, they're truly gone forever - making them perfect for international collectors who appreciate authenticity and rarity.
Q: Are the preloved items in good condition? A: Absolutely! All preloved items are carefully inspected and honestly described. Dad took excellent care of his collection, and we provide detailed condition reports with clear photos. Many items are in exceptional condition for their age.
Q: What happens when I click on Avon or Imperial Candles products? A: When you click these links, you'll be directed to the official brand website where you can complete your purchase. As independent representatives for these brands, your order will be subject to their shipping and return policies. (Note: These affiliate products are UK shipping only.)
Q: Do you sell handmade items? A: While we don't create handmade items ourselves, we carefully curate unique products from quality suppliers, alongside dad's incredible preloved collection. Every item is chosen with the same passion dad had for finding special treasures.
Q: What does Arya think of the products? A: Our Chief Drama Officer Arya provides expert reviews on select products with her signature "5 PAWS OUT OF 5" rating system! Her dramatic flair and honest opinions help customers choose the perfect treasures.
Returns & Refunds
Q: What is your return policy for UK orders? A: We offer a 30-day return window from the date you receive your UK order. Items must be in their original condition with tags attached. Please see our full Return Policy for complete details.
Q: What is your return policy for international orders? A: We offer a 14-day resolution window for international orders, but only for specific circumstances: items damaged in transit, items significantly different from description, or items not as advertised. We cannot accept returns for change of mind, buyer's remorse, or personal preference. To initiate a claim, contact us within 2 days with clear photos and order details. Please see our Shipping Policy for full international terms.
Q: How do I return a UK item? A: Contact us at contact@katestreasures15.co.uk or via website chat to initiate a return. We'll guide you through the simple process and provide return instructions.
Q: What if my international item arrives damaged or not as described? A: Please contact us within 2 days of receipt with clear photos showing the issue and your order number. We'll assess each case individually and work to resolve genuine problems fairly. This policy covers damage in transit and items significantly different from our description only.
Q: What if my item arrives damaged? A: Please contact us within 48 hours (UK orders) or 2 days (international orders) of receipt with photos of any damage. We take great care in packaging and will work quickly to resolve any issues.
Rewards & Discounts
Q: Do you offer any discounts? A: Yes! We have several ways to save:
- First-time customers get 15% off with code "TREASURES15"
- Our stamp collection program gives you 15% off after collecting 5 stamps (1 stamp per £15 spent)
- Our points program lets you earn and redeem points for discounts
- Special seasonal offers and Arya's birthday discounts!
Q: Can international customers use discount codes? A: Absolutely! International customers can use "TREASURES15" for 15% off their first order. However, loyalty stamps and points programs are currently available for UK customers only due to system limitations.
Q: Can I use rewards on all products? A: Loyalty stamps, points, and discounts cannot be applied when purchasing through our affiliate links for Avon and Imperial Candles. However, all discounts work perfectly on dad's collection and our directly stocked items.
Q: How do I join your rewards program? A: Look for the rewards icon at the bottom of our website to join our points program. Stamp collection happens automatically with qualifying UK purchases over £15.
Terms & Conditions
Q: Where can I find your Terms and Conditions? A: Our complete Terms and Conditions are available at the bottom of our website. These cover your rights and responsibilities when shopping with us, including payment terms, delivery obligations, and dispute resolution.
Q: What are your privacy practices? A: We take your privacy seriously. Our Privacy Policy, available in the website footer, explains how we collect, use, and protect your personal information. We never sell your data to third parties.
Q: Are there age restrictions for ordering? A: You must be 18 or over to place an order. For customers under 18, a parent or guardian must place the order on your behalf.
Q: What payment methods do you accept? A: We accept all major credit and debit cards, PayPal, Shop Pay, and other secure payment methods through our encrypted checkout system. All transactions are processed securely.
Q: What happens if there's a dispute with my order? A: We're committed to resolving any issues fairly and quickly. Please contact us first via email or chat - most problems can be resolved directly. For UK customers, you also have rights under the Consumer Rights Act 2015. International customers are protected by our 14-day resolution policy for genuine issues.
Q: Do you have any prohibited items or restrictions? A: We comply with all UK and international shipping regulations. Some items cannot be shipped internationally due to customs restrictions. We'll notify you during checkout if any items in your cart cannot be shipped to your location.
Contact & Support
Q: How can I contact you? A: The best way to reach us is by email at contact@katestreasures15.co.uk or through our website chat. We love hearing from customers worldwide!
Q: What are your business hours? A: We process orders Monday-Friday (excluding UK bank holidays). We aim to respond to all inquiries within 24 hours, whether you're in England or anywhere around the world.
Q: Do you have a physical store? A: We operate exclusively online at www.katestreasures15.co.uk, shipping treasures from our home in West Sussex, England to customers worldwide.
Q: I'm an international customer - anything special I should know? A: Welcome! We're thrilled to share dad's treasures globally. International shipping launches 18th August 2025, covering his complete collection. Orders are carefully packaged, fully tracked, and dispatched within 24 hours. Please note our 14-day resolution policy covers only damage in transit or items not as described - we cannot accept returns for change of mind. See our Shipping Policy for complete international terms.
Q: Can I track my order? A: Yes! All orders (UK and international) come with full tracking information. You'll receive tracking details via email once your order is dispatched, so you can follow your treasures on their journey to you.
Q: What if I need to change or cancel my order? A: Please contact us immediately via email or chat if you need to modify your order. Once dispatched, we cannot make changes, but we'll do our best to help if you contact us quickly enough.