Delivery & Returns

OUR DELIVERY POLICY

Please note that we aim to despatch all orders between 7-14 working days. Whilst we do our best to keep items in stock, this is not always possible and sometimes delivery may take longer. If we estimate an item will take longer than 14 working days we will contact you by email and give you the option to cancel or amend your order if you wish.

When you place an order, we suggest you have it delivered to a work address rather than a home address, as DHL only deliver within working hours and will require a signature for any goods delivered. Upon delivery, responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfillment by KATHERINE HOOKER LTD, and transfer of responsibility in the same way.

UK DELIVERY

Delivery is charged at £5.99 per order on all UK orders and all parcels are sent using DHL’s Express service for next day delivery. Once your item(s) has been dispatched, you will receive tracking updates from DHL which will allow you to amend or change when you would like your parcel delivered as well as see the progress of your shipment.  DHL will deliver your parcel between 9am and 6pm. If you are not around to accept your parcel, DHL will leave a calling card to tell you how to arrange for the parcel to be redelivered. Unfortunately, we are not able to deliver to a PO BOX address, so please submit an alternative address when ordering.

INTERNATIONAL DELIVERY

Delivery is charged at £12 for orders within Europe, £15 for the USA and Canada, and the rest of the world. Once your item(s) has been dispatched, you will receive tracking updates from DHL which will allow you to amend or change when you would like your parcel delivered as well as see the progress of your shipment.  DHL will deliver your parcel between 9am and 6pm. If you are not around to accept your parcel, DHL will leave a calling card to tell you how to arrange for the parcel to be redelivered. Unfortunately, we are not able to deliver to a PO BOX address, so please submit an alternative address when ordering.

Any customs or import duties are taken care of for you - allowing for a smooth delivery service. 

OUR RETURNS POLICY

If you are based in the EU under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), you have the right to cancel/refund your order with us, provided you give us written notice within 7 working days.  In the case that you decide to return your order we will issue you with a full refund; however you will need to return the entire order at your cost if you have already received the goods. In all cases, the goods must be in their original condition and will be inspected on their return. If we do not receive the cancelled order back, we may arrange to have them collected at your cost.

If you decide to cancel your order you must let us know in writing, quoting the order number, to: Customer Care, KATHERINE HOOKER, 19 Ashburnham Road London SW10 0PG, or by email to: info@katherinehooker.com.

In addition to the Distance Selling Regulations, you can return any item within 10 days of receipt for a refund of that item or to exchange it for a different style, size or colour. For returns made outside the Distance Selling Regulations, we will refund the monetary value of the goods returned to us, at the price you purchased them.

In all cases, you are responsible for returning the items to us safely and in their original condition, which includes any packaging. All goods will be inspected on return. Please include in your package the returns note, stating the reason for return or we will be unable to process your refund/exchange.

We strongly advise that you get proof of posting and adequate insurance from the postal service you choose, as we can only refund or exchange on receipt of the goods. The goods are your responsibility until they reach us. Please ensure you package your return to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us in error.

Please send your returned goods to:

Customer Care
KATHERINE HOOKER
19 Ashburnham Road
London
SW10 0PG

This does not affect your statutory rights as a consumer.