FAQ
Frequently Asked Questions
KateAndSon.com — Kate and Son
We have answered some of the questions we are most frequently asked below. If you cannot find what you are looking for, our Customer Service team will be happy to help.
Orders
How do I place an order?
Simply browse our collections, select the item and size you would like, and add it to your basket. Once you are ready, proceed to checkout and follow the steps to complete your order.
You will receive an order confirmation by email after your order has been placed successfully.
Can I change or cancel my order?
We aim to process orders as quickly as possible, so please contact us as soon as possible if you need to make a change or request a cancellation.
Once an order has entered processing or has been dispatched, it may no longer be possible to make changes.
Please contact info@kateandson.com and include your order number.
I haven't received my order confirmation. What should I do?
Please check your junk or spam folder first.
If you still cannot find your confirmation, contact us at info@kateandson.com with the email address used when placing your order.
Delivery
Where do you deliver?
We currently offer delivery options as shown at checkout. Available delivery services, costs and estimated delivery times are displayed during the ordering process.
How long will my order take to arrive?
Estimated delivery times are provided at checkout and may vary depending on the delivery service and destination.
Once your order has been dispatched, you may receive tracking information where tracking is available.
Can I track my order?
If tracking is available for your chosen delivery service, tracking information will be provided once your order has been dispatched.
Please allow some time for tracking information to become active after dispatch.
What happens if my parcel is delayed?
Delivery times are estimates and occasional delays can occur after an order has been dispatched.
If your order appears to be significantly delayed, please contact us at info@kateandson.com and include your order number.
What if my parcel arrives damaged?
If your parcel appears damaged when it arrives, please contact us as soon as possible and provide photographs of the packaging and the item where appropriate.
We will assess the issue and advise you on the next steps.
Returns & Refunds
What is your returns policy?
For eligible online purchases, UK customers generally have a 14-day statutory right to cancel their order after receiving the goods.
After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.
Please see our Returns & Refunds Policy for full details.
How do I return an item?
Please contact our Customer Service team at info@kateandson.com before returning an item.
We will provide the applicable return instructions and return address.
Please do not send a return to an address shown elsewhere on the website unless Customer Service has instructed you to do so.
Do I have to pay for return postage?
For a change-of-mind cancellation, you are generally responsible for the direct cost of returning the goods, provided you were informed of this before placing your order.
Different rules may apply where an item is faulty, damaged or not as described.
When will I receive my refund?
Once your cancellation has been validly made and the goods have been returned, we will process your refund in accordance with applicable UK consumer law.
In general, refunds are made within 14 days of receiving the returned goods or receiving appropriate evidence that they have been sent back, whichever is earlier, subject to applicable legal requirements.
Can I exchange an item?
We do not generally offer direct exchanges.
If you would like a different size or item, you may need to return the original item and place a new order.
Please contact Customer Service if you need assistance.
Can I return an item that I have tried on?
Yes. Clothing may generally be tried on to assess its nature, characteristics and fit in the same way you would in a shop.
Please take reasonable care of the item and return it in an appropriate condition.
Products & Sizing
How do I choose the right size?
Please check the size information provided on the individual product page before placing your order.
If you are unsure about sizing, contact our Customer Service team and we will do our best to assist.
What if the item I receive is faulty or not as described?
If you receive an item that is faulty, damaged or not as described, please contact us at info@kateandson.com as soon as possible.
Your statutory consumer rights are not affected. Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund under applicable UK consumer law.
Will the colour of an item look exactly like the photos?
We make every effort to display our products as accurately as possible.
However, colours can appear slightly different depending on your device, screen settings and lighting conditions.
Payment
What payment methods do you accept?
The payment methods available to you will be displayed during checkout.
Available payment methods may vary from time to time.
Is my payment information secure?
Payments are processed using the payment services made available through our checkout.
We do not intend to store your full payment card details ourselves where these are processed directly by a third-party payment provider.
Customer Service
How can I contact Kate and Son?
You can contact our Customer Service team by email:
Please include your order number where applicable so that we can assist you as quickly as possible.
How quickly will you respond?
We aim to respond to customer enquiries as soon as reasonably possible.
What information should I include when contacting you?
For an order-related enquiry, please include:
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Your order number
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The email address used to place the order
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A brief description of your enquiry
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Photographs where relevant, for example in the case of damage or a faulty item
This helps us deal with your enquiry more efficiently.
Still Have a Question?
If your question has not been answered above, please get in touch with our Customer Service team.
Email: info@kateandson.com
We are always happy to help.
Kate & Son
Style, chosen together.