Shipping policy
Shipping & Delivery
Effective from 11 September 2026
Every order from Kate's Treasures15 matters to us. Whether you are choosing something from Dad's Collection, a personalised treasure, a gift or an everyday find, we want delivery to be straightforward and easy to understand.
Standard UK delivery is FREE on all orders placed directly through the Kate's Treasures15 website.
There is no minimum order value required for free standard UK delivery.
UK Delivery Only
Orders placed through the Kate's Treasures15 website are available for delivery within the United Kingdom only.
We currently deliver to addresses in England, Scotland, Wales and Northern Ireland.
Selected items may still be available to overseas customers through our eBay shop. International delivery availability, charges and terms are shown on the individual eBay listing.
Dispatch Times
Dispatch times vary depending on the product you order. The relevant timeframe will also be shown within the individual product description where necessary.
Orders placed before 6am on a working day are dispatched the same day. Orders placed after 6am are dispatched the next working day.
Most other products are dispatched within 1 to 3 working days, or within the timeframe stated in the individual product description.
Personalised products may require additional preparation time. Please check the individual product description for the expected dispatch timeframe before ordering.
Working days are Monday to Friday, excluding UK bank holidays.
Tracked UK Delivery
Orders are sent using a suitable tracked UK delivery service.
Dad's Collection items are normally sent by Royal Mail Tracked 48. Other products may use a different tracked UK delivery service where appropriate.
Tracking information will normally be emailed once your parcel has been prepared for dispatch.
Why Has My Order Arrived in More Than One Parcel?Some orders may arrive in more than one parcel when products have different dispatch times, require separate preparation or are packed separately for protection.
One parcel arriving before another does not necessarily mean that part of your order is missing.
You will not be charged additional delivery costs if your website order needs to be sent in more than one parcel. Separate tracking information will be supplied where available.
Tracking Has Not Updated YetA tracking number may be created before the parcel receives its first physical scan.
Please allow up to 48 hours for the first carrier update. If there is still no movement after that time, contact us and Kate will look into it for you.
Personalised OrdersPlease provide personalisation exactly as requested within the individual product listing and carefully check spelling, punctuation, capital letters and other details before completing your order.
Missing or unclear information may delay preparation while we contact you.
Changes may not be possible once preparation or production has started.
Please Check Your Delivery AddressPlease make sure the address entered at checkout is complete and accurate, including the correct building number or name and postcode.
Check your order confirmation when it arrives and contact us immediately if you notice a mistake. We cannot guarantee that an address can be changed once preparation or dispatch has started.
If a parcel is returned because an incorrect or incomplete address was supplied, or because it was not collected, you may be asked to pay the reasonable cost of sending it again.
If Nobody Is HomeDepending on the delivery service, the carrier may attempt redelivery, leave the parcel in an authorised safe place or with an agreed neighbour, or take it to a local collection point.
Where you specifically instruct the carrier to use a particular safe place or nominated neighbour, responsibility may pass once the parcel has been delivered according to those instructions.
Tracking Says Delivered but I Cannot Find My ParcelCheck the tracking information for a delivery photograph or safe place details, look around the property and ask household members or neighbours.
If the parcel still cannot be found, contact us with your order number and Kate will review the tracking information and raise an investigation where appropriate.
A delivery scan alone does not prevent us from investigating a genuine delivery problem.
Delayed or Missing ParcelsDelivery times are estimates rather than guaranteed arrival dates unless a guaranteed service is specifically stated.
Postal disruption, severe weather, seasonal demand, bank holidays and other circumstances outside our reasonable control can occasionally cause delays.
If your order is taking significantly longer than expected, contact us and we will review the tracking and advise you of the next step.
If a parcel is confirmed lost or cannot be delivered within the required timeframe, we will offer an appropriate replacement, refund or other resolution in accordance with your statutory rights.
My Parcel Arrived DamagedPlease contact us as soon as possible and include your order number, clear photographs of the damaged item, photographs of the outer packaging and photographs of any internal protective packaging.
Please keep the item and all packaging until we confirm that the issue has been resolved. Contacting us promptly helps with delivery claims but does not affect your statutory rights.
Purchases Made Through eBay or Other MarketplacesOrders placed through eBay, Etsy or another marketplace are subject to the delivery options, charges and terms shown on that marketplace at the time of purchase.
The FREE standard UK delivery offered through the Kate's Treasures15 website applies only to purchases completed directly through the Kate's Treasures15 website.
Email contact@katestreasures15.co.uk with your order number.
You will be speaking directly to Kate rather than a call centre. We aim to reply within 24 hours Monday to Friday and will always do our best to help.
From Dad's Collection to the newest treasures on the website, every order supports a small family business where your purchase genuinely matters. Thank you for choosing Kate's Treasures15.
