Deliveries & Returns
COVID 19 INFORMATION
PLEASE NOTE DUE TO THE RESTRICTIONS CURRENTLY IN PLACE ORDERS WILL BE SHIPPED OUT TWICE A WEEK AND CLICK & COLLECT SERVICES WILL ONLY WE AVAILABLE ON SATURDAYS AND BY APPOINTMENT DURING THE WEEK. PLEASE EMAIL INFO@KATESHERIDAN.COM TO MAKE ARRANGEMENTS.
BREXIT UPDATE Due to the recent changes in the EU & UK's trade and customs agreements, customers outside of the UK will no longer be charged VAT on their purchases from Kate Sheridan but may face additional or unexpected customs charges on goods received from the UK. Please note orders will be shipped Delivered at Place (DAP).
All import duties are the responsibility of the buyer. We would recommend getting in touch with your local customs department to find out the exact custom rates/ costs. The customer must take full liability for any parcels returned to us due to unpaid custom charges. These charges plus any further postal costs incurred will be deducted from the refund.
We do not make any profit on packaging and postage; we strictly charge you what it costs us to post your order. This is calculated with a generalised equation by weight and destination. We continually review our shipping costs, and may update them at any time without notice due to changes in supply cost or due to any errors found.
We aim to dispatch all goods within two working days of receiving your order. Made to order items have a three week lead time.
Products are only sent by one of the below shippers:
- royal mail registered services, which enables you to track the whereabouts of your parcel once it has been dispatched at www.royalmail.com
- Fed-ex next day service which is trackable
- Some international orders may also be sent through Parcel2Go, using either UPS, DPD or a similar service which are all trackable.
During the checkout process you can select one of the four options:
Standard Delivery (Signed For 2nd Class):
If you select this option your parcel should be with you 1-3 days after your order has been dispatched and if it has not arrived after 5 working days, please contact us quoting your full name, order number and full address and we will look straight in to it for you. Please note that items are only insured up to £41 on this service so we highly recommend that you use the special delivery service option available instead, this way should your items get lost you can fully claim back the compensation. We of course will be able to provide you with our proof of postage for this service but cannot take responsibility for lost items. Please note orders are not dispatched on wekends or national holidays.
Royal Mail special delivery/Fed-Ex next day delivery:
If you select this option your parcel should be with you the working day after the parcel is dispatched. All orders received by 11am will be dispatched on the same day so you will receive it by the next working day. Otherwise it will be sent the following day. Please note orders are not dispatched or delivered on weekends or national holidays. If you need your item urgently please email us at firstname.lastname@example.org to let us know and we will do our best to dispatch for the next working day.
International delivery: International orders will be dispatched by Royal Mail international signed for service or occasionally through Parcel2Go as listed above. Again we aim to post your order within two working days and it usually takes up to 7 working days, highly depending on destination country to arrive. However it can take longer and we sadly cannot guarantee a delivery date. If you would like to check an estimated delivery time for an international order, please email email@example.com . Please note all orders will be shipped on DAP service. All import duties are the responsibility of the buyer. We would recommend getting in touch with your local customs department to find out the exact custom rates/ costs. The customer must take full liability for any parcels returned to us due to unpaid custom charges. These charges plus any further postal costs incurred will be deducted from the refund.
Click and Collect
COVID 19: PLEASE NOTE DUE TO THE RESTRICTIONS CURRENTLY IN PLACE CLICK & COLLECT SERVICES WILL ONLY WE AVAILABLE ON SATURDAYS AND BY APPOINTMENT IN THE WEEK. PLEASE EMAIL INFO@KATESHERIDAN.COM TO MAKE ARRANGEMENTS. This option allows for collection yourself instore from the below address and is free of charge. Please allow one working day for processing before collection. An email will be sent to your registed email to let you know it is ready for collection. All orders must be collected within 10 days. Click and Collect address: Kate Sheridan Ltd, 112 Lower Clapton Road, E5 0QR London Please note that all shipped orders require a signature on receipt. All payment must be received and authorized before shipment.
We want you to be happy with your Kate Sheridan items! So if you are not completely satisfied with your online purchases simply contact us within 14 days of delivery via email at firstname.lastname@example.org giving your name and address details of the product and the reason for return and weather you require a refund or replacement. Please note a refund is only possible within 14 days of delivery.
Please note we do not refund the postage cost unless the item is faulty.
The items must first be sent back in their original unworn condition. For hygiene reasons we are not able to accept returns on earrings unless they are faulty. The item needs to be returned to us within 14 days and please note the price of delivery however is not refunded on exchanges. We will refund or exchange any faulty items within 28 days of delivery, including postage costs.
The item is your responsibility until it reaches us. For your own protection we recommend that you send the parcel using a signed for or tracked delivery service that insures you for the value of the goods. We cannot be held responsible for returns that are lost in transit.
All goods returned must be carefully packaged in their original packing and in an unworn condition. We will not exchange goods that have been worn, do not have their original packaging or show obvious signs of abuse. In this instance the original goods will be returned to the buyer at their own cost.
In the interests of fraud prevention, your refund will be issued by the same method that you paid within 28 days of receipt of the return.
Return address: Kate Sheridan, 112 Lower Clapton Road, London, E5 0QR
Late & lost Deliveries
If your delivery is delayed, or there is no tracking information available, please contact us so we can provide more information.
We cannot refund or replace lost items until 20 working days after the date of despatch (30 days for international items) - this is when the Royal Mail classes items as being lost.
International delivery - When items are sent to another country, your parcel is often handled by more than one postal service. Unfortunately that means delivery problems are more likely. When we send a parcel abroad, the actual delivery of the item will be the responsibility of the postal service in the country the items are going to. Delays can often be caused by customs checks, which can sometimes take up to 1-2 weeks.
Items not received but tracked as being delivered - This frequently happens when items are delivered to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. In these cases for a small charge, you can request a proof of delivery certificate from the Royal Mail (www.royalmail.com) by filling in a signature request form. Fedex will offer information about who has signed for the item through their tracking. We may also aquire more information from Fedex if the above is not sufficient. Please note that we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to your home address.
Kate Sheridan cannot be held responsible for goods that are lost or delayed in transit.