Shipping policy
Shipping Policy
Effective: May 2026
Our Family Promise
We want your treasures to reach you safely and in one piece. Every order is handled with care, packed properly, and shipped using tracked services so you always know where your parcel is.
From Dad’s Collection to everyday orders, we treat every parcel the way we would want to receive it ourselves.
Brochure & Catalogue Packs
Some brochure and catalogue listings available through Kate’s Treasures15 are printed brochure packs for customers who prefer browsing from home.
Charges on these listings help cover packing materials, handling, and postage costs.
Products featured inside brochures or catalogues are ordered separately unless clearly stated within the listing itself.
UK Shipping
We offer FREE tracked shipping across the whole of the United Kingdom.
Every order includes tracking for peace of mind.
Couriers we may use:
- Royal Mail Tracked
- Yodel Tracked
- DPD Tracked
The courier is selected based on parcel size, destination, and what keeps your order safest during delivery.
Processing and Delivery Times
- Processing: Usually 1 to 2 working days Monday to Friday excluding bank holidays
- Tracking emails: Sent once your parcel has been dispatched
- Delivery: Delivery times vary depending on courier and destination
Delivery estimates are not guaranteed and may occasionally be affected by courier delays, weather disruption, or seasonal demand.
Tracking Your Order
Once dispatched, you will receive a tracking email for your parcel.
- Please allow 24 to 48 hours for the first courier scan to appear
- If tracking has not updated straight away, the parcel is usually awaiting its first scan
- If there is still no movement after 48 hours, please contact us and we will investigate
Multiple Parcels
Some orders may arrive in more than one parcel, particularly where items are fulfilled separately or packed differently for protection.
Separate tracking details will be provided where applicable.
If You Are Not Home
If delivery is attempted while you are out, the courier may leave the parcel in a safe place or with a neighbour depending on your delivery preferences.
Delivery instructions can often be added during checkout or directly through the courier once tracking becomes active.
It is the customer’s responsibility to ensure a safe and secure delivery location is available. Requests to leave parcels in a safe place, with neighbours, or at alternative delivery locations are made at the customer’s own risk. Kate’s Treasures15 cannot accept responsibility for parcels that are lost, misplaced, removed, or stolen after delivery has been completed.
We currently deliver throughout:
- England
- Scotland
- Wales
- Northern Ireland
If Your Parcel Does Not Arrive
Customer Address Responsibility
- Customers are responsible for ensuring that the delivery address provided at checkout is complete, accurate, and up to date before placing an order
- Kate’s Treasures15 cannot accept responsibility for delays, losses, failed deliveries, or delivery issues caused by incorrect, incomplete, outdated, or inaccurate address information supplied by the customer
- If an order is delivered to the address provided at checkout, the order will be considered successfully delivered
- Refunds, replacements, or compensation will not be provided where an incorrect address was supplied by the customer and the parcel has been delivered to that address
- If a parcel is returned to us due to an address issue, we will contact you to arrange redelivery and additional postage charges may apply
- Once an order has been dispatched, we cannot guarantee that delivery address changes can be made, although we will always try to assist where possible
Tracking Shows Delivered
- Please check with neighbours, household members, building management, and safe places first
- Please allow up to 24 hours as some couriers mark parcels as delivered shortly before final delivery is completed
- If you still cannot locate the parcel, contact us with your order number and tracking details
Where tracking information, delivery scans, GPS data, delivery photographs, courier records, or courier investigations confirm successful delivery to the delivery address provided at checkout, Kate’s Treasures15 cannot accept responsibility for parcels that are subsequently lost, misplaced, removed, stolen, or otherwise unavailable after delivery.
Refunds, replacements, or compensation will not be issued where the courier has confirmed successful delivery unless the courier subsequently accepts liability for a delivery error.
Tracking Has Not Updated
- Please allow 48 hours for the first scan to appear
- If there is still no movement after that time, contact us and we will investigate
If a parcel is officially confirmed lost by the courier, we will arrange a replacement, refund, or other appropriate resolution in accordance with your statutory rights.
International Shipping
We ship Dad’s Collection and products from our Exclusive European Collection to selected European countries using Royal Mail Tracked International where applicable.
Countries currently available:
- Republic of Ireland
- Mainland Italy
- Mainland France
- Spain
- Greece
- Netherlands
- Germany
- Sweden
- Finland
- Austria
- Denmark
Germany Lucid packaging registration: DE4212564780558
International Shipping Costs
Dad’s Collection
- Orders under £30: £9 Royal Mail Tracked International
- Orders £30 or over: FREE Royal Mail Tracked International
Exclusive European Collection
- Orders under £45: £9 International Delivery
- Orders £45 or over: FREE International Delivery
VAT, Customs and Import Charges
International customers may be required to pay import VAT, customs duties, taxes, or courier handling fees when the parcel arrives in their country.
- These charges are not included within our prices or shipping fees
- Charges are set by your local customs authorities and courier
- Payment of these charges is the customer’s responsibility
- We cannot mark parcels as gifts or reduce declared values
If you are unsure what charges may apply, please contact your local customs office before ordering.
Tracking International Orders
Tracking details are emailed once your order has been dispatched. Please allow 24 to 48 hours for the first update to appear.
International delivery estimates are not guaranteed. Customs processing may add additional time outside our control.
When Is A Parcel Considered Lost?
- European orders are considered lost after 25 working days from dispatch
Refunds or replacements cannot be issued until this timeframe has passed.
If international tracking shows delivered but you cannot locate the parcel, please check neighbours, household members, building management, and safe places first.
Where tracking information, delivery scans, GPS data, delivery photographs, courier records, or courier investigations confirm successful delivery to the delivery address provided at checkout, Kate’s Treasures15 cannot accept responsibility for parcels that are subsequently lost, misplaced, removed, stolen, or otherwise unavailable after delivery.
If the courier confirms loss, we will arrange a replacement, refund, or other appropriate resolution in accordance with your statutory rights.
Questions?
Email us at contact@katestreasures15.co.uk and we will usually reply within 24 hours Monday to Friday.
20% of every website order supports Arundawn Dog Rescue.
Thank you for supporting Dad’s Collection, our small family business, and rescue dogs through Arundawn Dog Rescue.
Policy effective May 2026
