Frequently Asked Questions


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

We are aware there are concerns that businesses may be affected by Coronavirus (COVID-19). 

We're currently experiencing significant demand on and we are 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!  

Please be assured, your online orders will be delivered 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 kindness their way. Please select a different delivery address to your billing and we’ll send it straight 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 

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, where you can write your own personal message. 

What if I buy more than one Kindness Box?

If you order more than one box, you can enter your gift message in your one selected card and place your order. You can choose 1 individual greeting card for each box, so if your order contains more than one Kindness Box, we will contact you and ask which other card(s) you would like to add. These will be sent to you as a blank card, and you can add your own special message. Alternatively, you can email [email protected] to let us know your extra card selection. 

How do I add a gift message to my order?

Before completing the order at checkout, please scroll down to "Add a Free Gift Message" and enter the message you would like to be included in your order. This will be printed on one of our lovely complimentary greeting cards. 

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

Please see our EU and UK delivery options.

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

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

Unfortunately, all orders will need to be signed for.  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, Republic of Ireland, France, Italy, Germany and Spain.

How do I return my item(s)?

Please visit our returns and exchanges page to find out 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.

You have a 10-minute window from time of ordering to notify us with your intention to cancel or amend your delivery address before it is passed onto our warehouse team. 

Once your order is with our warehouse it cannot be cancelled, or address amended.

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, pop 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?

Monogramming a gift for a loved one or treat for yourself is the perfect way to make it truly special. You can add up to 3 golden initials to a wide range of our most-loved items. On each monogrammed product page, there is a Personalise Me drop down option. Click on this and you can add your initials. Please choose your personalisation carefully as no changes can be made after your order has been placed. 

For the current range, visit our personalised products page.

Where can I find product sizing?

Just click Product Details below the “add to bag” button, you will find the dimensions here!  

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 supplier’s factories to audit them in person. They are also all independently audited to ensure they adhere to all rules and regulations. 

Will you be restocking sold out items?

We love how much you love our pieces! 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 back!

How do I send an item as a gift?

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

Do you have gift wrapping?

All of our gorgeous items come with a beautiful gift bag (unless photographed as a boxed item).

Can I send a message with my gift?

In your basket, click on 'Add a Free Gift Message' to add a lovely message for someone special! This will be put in your gift card.

Will my message be put in the card?

Yes, your personal gift message will be put inside the free gift card on your order to make your gift extra special.

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; if not there 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.