Returns & Refunds

Shopping with a small family business should feel straightforward, personal and fair.

If something is not right with your order, please contact us. You will deal directly with Kate and we will always do our best to sort things properly.

Effective from 11 September 2026.

The Important Bits

Please always contact us before sending anything back so we can provide the correct return instructions and return address.

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Changing Your Mind

If you change your mind about an online order, please contact us within 14 days of receiving the last item on your order. This period includes weekends and public holidays.

Once you have told us that you wish to cancel or return something, you then have a further 14 days to send it back.

For a standard change of mind return, return postage is normally the customer's responsibility.

Something Arrived Damaged, Faulty or Incorrect?

Please get in touch as soon as possible. If something has gone wrong, we want the opportunity to put it right.

The 48 hour request helps us investigate delivery damage quickly. It does not remove or reduce your statutory rights if you contact us later.

If an item is faulty, incorrect, damaged in transit or not as described, we will deal with the issue in accordance with your legal rights and cover reasonable return postage where a return is required.

Refunds

Once a return has been received, Kate will check it and arrange any refund due back to the original payment method.

• We aim to process refunds as quickly as possible and normally within 3 to 5 working days of receiving and checking the return.
• Where cancellation rights apply, any refund will be made within the legal time limits.
• Your bank or payment provider may take additional time to show the money in your account after we have issued the refund.
• For a change of mind return, the amount refunded may be reduced if the item has been handled beyond what would reasonably be necessary to inspect it and its value has been reduced as a result.
• Standard UK delivery is free on orders placed directly through the Kate's Treasures15 website, so there is no standard outward delivery charge to refund if an order is cancelled or returned.
• Any additional amount paid for an enhanced delivery option does not normally have to be refunded beyond the cost of standard delivery.
• Faulty, incorrect or damaged items will be dealt with in accordance with your statutory rights, including appropriate delivery and return costs where applicable.

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A Few Things Work Differently

Sealed DVDs, CDs, Cosmetics & Hygiene Products

Sealed goods that are not suitable for return for health protection or hygiene reasons cannot normally be returned under change of mind rights once the seal has been broken.

Sealed DVDs, CDs and other applicable sealed audio, video or software products cannot normally be returned under change of mind rights once they have been unsealed.

If a sealed item arrives damaged, faulty or incorrect, please contact us before opening it where reasonably possible.

Personalised Products

Personalised products are created specifically for you using the wording, details or choices supplied with your order.

Please check spelling, punctuation, capital letters and all personalisation carefully before completing your purchase. Changes may not be possible once production has started.

Personalised or made-to-order products cannot normally be returned simply because you have changed your mind. Your statutory rights still apply if an item is faulty, damaged, not as described or has been personalised incorrectly compared with the information you supplied.

Dad's Collection & Other Preloved Items

Preloved items, including treasures from Dad's Collection, can be returned within the standard return window as long as they are returned in the same condition as received, subject to any applicable sealed media exception.

Each listing includes photographs and condition information. Wear, age related marks or storage wear already shown in the photographs or clearly described in the listing are not considered faults simply because the item is preloved.

Brochure & Catalogue Packs

Brochure and catalogue packs can normally be returned within the standard return window as long as they are returned in the same condition as received.

Products shown inside a brochure or catalogue are not included unless this is clearly stated in the individual listing.

Digital Gift Cards

If you need to cancel an unused digital gift card, please contact us as soon as possible so we can check its status and the cancellation rights that apply.

Gift cards that have already been redeemed or partly redeemed cannot normally be refunded for a change of mind. This does not affect your statutory rights.

Return Postage

• Change of mind returns: Return postage is normally the customer's responsibility.
• Faulty, incorrect, damaged or not as described: We will cover reasonable return postage where a return is required.

We strongly recommend using a tracked return service and keeping your proof of postage until your return has been completed.

Where statutory cancellation rights apply, refunds will be handled within the legal time limits, including where acceptable evidence is provided that the goods have been sent back.

Cancelling Before Dispatch

Please contact us as quickly as possible if you need to cancel an order.

If the order has not yet been dispatched, we will normally be able to cancel it and refund the original payment method.

Personalised products may not be cancellable once preparation or production has begun. If an order has already been dispatched, any applicable cancellation and return rights will follow the normal returns process above.

Orders Placed Through eBay, Etsy or Another Marketplace

This policy applies to purchases made directly through the Kate's Treasures15 website.

If you purchased through eBay, Etsy or another marketplace, please contact us through that marketplace and follow the return process and terms shown with your order.

Your Statutory Rights

Nothing in this Returns & Refunds policy limits or excludes your statutory consumer rights.

Products must be as described, of satisfactory quality and fit for purpose where applicable. If something is faulty, damaged, incorrect or not as described, you may have legal rights in addition to the standard change of mind cancellation period.