Delivery & Returns
Where's my order?
Deliveries can take the full timeframe provided in your confirmation email to be delivered. Please allow for this time to pass before getting in touch. You'll find your estimated delivery date in your original Order Confirmation Email. Once your orde
What are your delivery options?
Choose from UK Standard Delivery (Free over £40) or UK Express Delivery (£4.95)
How do I cancel or amend my order?
Once your order has been received by our warehouse team, we cannot guarantee that any amendments or cancellations can be processed. If we catch it in time, we may be able to update the delivery address or cancel your order for a refund. Please note w
Does my order need to be signed for?
Every delivery is fully tracked. Once your order is shipped from our warehouse, we’ll send you an email with your order confirmation and tracking details. Our courier will be in touch if you wish to leave your order in a safe place or with a neighbou
How do I return items?
To create your return, simply log into your account, click into the order you want to return and select 'return', or if you checked out as a guest, use your guest link here to create your return request. Once your return has been authorised, you will
What do I do if I have an issue with my order?
If you have an issue with your recent order, please provide your order number along with a description of the issue, and one of our lovely customer care team members will assist you further.
How long will my refund take?
Please allow up to 10 working days for your return to be received and processed. Once your return is processed, you'll receive a confirmation email regarding your refund. Refunds will be issued to the original payment method used for the transaction,
What do I do if I have a faulty item?
We're sorry if you've received a faulty item. If you believe your item is faulty, please send a clear image of the item showing the fault, along with an explanation and proof of purchase, within 28 days of your purchase. Once we confirm the item is f
What countries do you deliver to?
At the moment, we only offer shipping to the UK & Northern Ireland. We've temporarily paused accepting orders for the EU and international deliveries, but we are working hard to reinstate international shipping as soon as possible.
Can I track the status of my order?
If your order was placed whilst logged into your account, you can see the status by logging into your Katie Loxton Account. Once shipped, you'll be able to track your parcel with Royal Mail.
What happens if my order is delayed or lost during shipping?
You'll find your estimated delivery date in your original Order Confirmation Email. Please allow for this full timeframe to pass. If you've not received your order in this time, we'll be happy to look into this further.
What if I've received an incorrect or damaged product?
We're really sorry you're received an incorrect or faulty item. Please get in touch so we can help right away.
Have you received my return?
Please allow up to 5 working days for your return to be received and processed. You will receive a confirmation email of your refund once your return has been processed. All refunds will be issued back to the same payment method from which the transa
What is the delivery time for embroidered products?
All of our embroidery is completed in the UK, carefully processed by hand and delivered within 3-5 working days. A delivery estimate will be provided to you at the checkout. Please note, due to the bespoke nature of these products, they cannot be ret