FREE UK DELIVERY OVER £30 & FREE RETURNS
STUDENT DISCOUNT – 10% OFF

Frequently Asked Questions

CORONAVIRUS (Covid-19) INFORMATION:

Will there be a delay with my order due to Covid-19?

We are aware there are concerns around businesses being affected by Coronavirus (COVID-19). 

We're currently experiencing significant demand on Katieloxton.com.  Ware working to government guidelines on social distancing which means our warehouse team are very busy, but rest assured, your lovely orders will be with you as soon as possible giving you something gorgeous to look forward to!

Is your warehouse open?

We are currently following all government advice and guidance; we have added safety measures in place for our lovely staff and warehouse.     

Is contactless delivery available?

To facilitate non-contact deliveries, please check your email address and mobile phone number carefully when placing an order. Couriers are using these contact methods as an alternative to a signature to confirm delivery where required.


 

Can I ship an order straight to my friend?

Yes! We think this is the perfect way to send a little kindness their way. Please select a different delivery address to your billing address and we’ll send it directly to their home.

Is the invoice included in the parcel?

We ship all our orders with a delivery shipment note only, this means no pricing is included.

What are your delivery options and how do I track my order?

Please see our UK delivery options.

Your Katie Loxton order shipment information will be sent via email and you will find your tracking number/shipment address there. Alternatively, if you log into your Katie Loxton account you can access your tracking information via the My Orders button.

Does my order need to be signed for or will it fit through my letterbox?

All orders will need to be signed for to ensure your goodies reach you safely! Our couriers will be in touch if you wish to leave your order in a safe place or with a neighbour.

What countries do you deliver to?

We currently ship to the UK and Republic of Ireland.

We have temporarily suspended accepting orders for international delivery due to issues arising from Brexit. We are working hard to reinstate international shipping as soon as possible.

How do I return my item(s)?

Please visit our Returns and Exchanges page to discover more about our free and simple UK returns.

Have you received my return?

Please allow up to 7 working days for returns to be processed. You will receive confirmation of your refund once your return has been processed. All refunds will be issued back to the same card or PayPal account that the transaction was made from. 

How long will my refund take?

Once processed, refunds can take up to 14 working days to appear in your bank account, depending on who you bank with.

What if I have made a mistake on my order?

Please ensure your order number is included in all correspondence. 

Unfortunately, once your order has been placed, we are unable to guarantee the processing of cancellations, and we are unable to amend your order in any way. Please get in touch with our Customer Services team for more information.

What do I do if I have an issue with my order?

Please email our lovely customer care team with your order number and the item/delivery issue at [email protected].  

I'm not happy with my order, what can I do?

If for any reason you are unhappy with your goodies, send us an email at [email protected]. 
Please be aware that due to the bespoke nature of monogrammed pieces, we do not accept returns on these personalised items. If an item is damaged or faulty on arrival, however, do let us know.

What do I do if I have a faulty item?

Firstly, we are sorry that you may have received a faulty item. If you believe that your item is faulty please send a clear image of the item with an explanation of the fault, plus proof of purchase, to [email protected] for review within 28 days of purchase. Once we have confirmed the item is faulty a new item will be sent to you free of charge or we can process a full refund if requested. 

We may require you to return the item to us, in this instance we will send a you a free of charge returns label. Faulty items will only be accepted if the goods are delivered to a customer damaged or if there is a subsequent manufacturing fault within a period of 12 months after delivery. Any items displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty. Your statutory rights are not affected.

 

How do I apply my student discount online?

Simply register with Student Beans to verify your status and visit our student discount page to get your discount today!  

Can I buy a gift card online?

We do not currently offer the option to buy a gift card online; however, we have a great collection of gifts for everyone to love.  

Why doesn’t my promotional code work?

Some of our promotional codes are only valid on certain collections so make sure to check out our T&Cs. Feel free to get in touch at [email protected] for any further assistance. 

Do you offer discounts to the blue light services/forces?

This is not something we currently offer on site. Please keep an eye  on our website and social media for any upcoming sales or promotions! 

Can I use my code more than once?

Our promotions/discounts cannot be used in conjunction with any other offer and are not valid on sale items. Please note, our codes can only be used in one transaction. 

Can I personalise an item and how do I do so?

Personalised Accessories:

Monogramming a gift for a loved one (or special treat for yourself!) is the perfect way to create a truly unique gifting moment. You can add up to 3 golden initials to a wide range of our much loved products. On each monogrammed product page, you'll find an option to select ‘Add Your Initials’. Select your chosen characters for an additional £3.99 and they’ll be embossed on your chosen productPlease choose your personalisation carefully as no changes can be made after your order has been placed. For the current collection, please visit our personalised products page. 

Personalised ‘A Little’ bracelets:

Our Personalised ‘A Little’ bracelets are fully customisable.  Choose your special occasion, select your favourite charms (including initials!) and you can even write your own poem. Please design your Personalised ‘A Little’ bracelet carefully as no changes can be made after your order has been placed.

Where can I find product sizing?

Simply click Product Details below the ‘Add to Bag button, you will find the dimensions there.

Are your products leather?

All of our bags and leather-look products are made from a PU leather, which is man-made. This is classed as “vegan leather”.  

Our products are all ethically sourced. We visit all of our suppliers factories to audit them in person and they are also independently audited to ensure they adhere to all rules and regulations.

Will you be restocking sold out items?

We’re thrilled to know how much you love our products! When an item on the website is unavailable, sign up for stock updates on the product page and we will let you know when your favourite items are returning!

How do I send an item as a gift?

Simply untick the 'Billing and Shipping Address are the same' option and enter the delivery address of your lucky recipient!

Do you have gift wrapping?

All of our gorgeous items come with our personalised gold bow gift wrapping (unless photographed as a boxed item). This gold bow gift wrapping can be personalised with a special occasion and name of a loved one, designed to create the most special gifting moment.

Can I send a message with my gift?

In your basket, click on 'Add a Free Gift Message' to add a sweet message for someone special!  Your personal gift message will be put inside the free greetings card on your order to make your gift extra special.

Can I add more than one gift message?

At the moment, we can only add one gift message per order. Your order will also come with a lovely white thank you card, ready for a sweet personal message to be written.

Can you hide the billing information?

No pricing or invoicing is sent with our orders.  Your secret is safe with us - we hope they love their surprise!

What do I do if I have forgotten my password?

If you have an account, you can request a password reset through our website. You will then get an email with a link to create a new password. If you cannot find your email, please check your junk and spam folders. Should you still encounter any problems, please email [email protected]. 

What do I do if I haven’t received my order confirmation email?

If you haven’t received your confirmation email, we would advise checking your junk/spam inbox, if you still don’t have this please email [email protected] with the full name and shipping address on the order.