Cancellation Policy

Effective from 11 September 2026

Changed your mind or spotted a mistake after ordering? Please contact Kate's Treasures15 as quickly as possible. If an order can still be stopped before dispatch or preparation begins, we will do our best to help.

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Before Dispatch

For standard products, if your order has not yet been dispatched or entered preparation and can still be stopped, we will normally be able to cancel it and arrange a refund to your original payment method.

Sending a cancellation request does not guarantee that an order can be stopped, as some products move into preparation or dispatch quickly.

Personalised Products

Your statutory rights are unaffected. If a personalised item is faulty, damaged, not as described or different from the personalisation information supplied, please contact us.

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After Dispatch

Once an order has been dispatched, we cannot normally stop or recall the parcel.

Where change of mind cancellation rights apply, you can use our normal returns process after delivery. Full information, including return timescales, postage and exclusions, is available in our Returns & Refunds Policy.

Products With Different Cancellation Rights

Where an applicable legal exception applies, change of mind rights may differ for products such as:

• Products personalised or created to your individual specifications
• Sealed goods that are not suitable for return for health protection or hygiene reasons once the relevant seal has been broken
• Applicable sealed DVDs, CDs or other audio, video or software products once unsealed

These exceptions do not affect your rights if a product is faulty, damaged, incorrectly supplied or not as described.

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.

A gift card that has already been redeemed or partly redeemed cannot normally be refunded simply because you have changed your mind. This does not affect any rights you may have under applicable law.

Orders Placed Through Another Website or Marketplace

If you complete a purchase through eBay, Etsy or another retailer or marketplace rather than through the Kate's Treasures15 checkout, please use the cancellation and returns process provided by that marketplace for the order.

Cancellation Refunds

Where an order is successfully cancelled and a refund is due, it will be returned to the original payment method.

We aim to process cancellation refunds as quickly as possible and normally within 3 to 5 working days. Where consumer law sets a specific refund deadline, that legal deadline will apply. Your bank or payment provider may take additional time to show the funds in your account.

Returns After Delivery

For information about change of mind returns, faulty or damaged items, return postage, refund timescales and statutory rights, please see our Returns & Refunds Policy.