Shipping & Returns

Last updated: February 2026

Delivery Area

We currently ship to addresses within the United Kingdom only.

Processing Times

Orders are typically processed within 3–5 working days. Orders placed on weekends or bank holidays will be processed on the next working day.

Delivery Times

Once dispatched, standard delivery within the UK typically takes 2–3 working days. Please note that delivery times are estimates and are not guaranteed. Delays may occasionally occur due to circumstances beyond our control.

Shipping Costs

Shipping costs are calculated at checkout based on the size and weight of your order. Any applicable shipping charges will be displayed before you confirm your purchase.

Order Tracking

Once your order has been dispatched, you will receive a confirmation email with tracking details where available.

Incorrect or Incomplete Addresses

Please ensure your shipping address is entered correctly at checkout. We are not responsible for orders delivered to incorrect addresses provided by the customer. If a parcel is returned to us due to an incorrect address, we will contact you to arrange redelivery, which may incur additional shipping charges.

Lost or Damaged Parcels

If your order has not arrived within 10 working days of dispatch, or arrives damaged, please contact us at contact@katie-england.com and we will do our best to resolve this for you.

Returns & Refund Policy

Our Policy

We want you to feel confident in every purchase. If you are not completely satisfied, we offer a full refund within 30 days of purchase, provided the product is unopened and in its original packaging.

Eligibility

To be eligible for a return, items must be unused, unopened and in its original packaging with no signs of damage or use. For hygiene and safety reasons, we are unable to accept returns on opened skincare products.

Custom & Bespoke Products

Please note that our custom-blended serums are made specifically to order and are therefore non-resellable. As such, they are not eligible for return or refund. Your satisfaction is important to us — if you have any concerns about your custom serum purchase, please contact us at contact@katie-england.com and we will be happy to review your order and seek an appropriate resolution.

How to Request a Return

To initiate a return, please email us at contact@katie-england.com with your order number and reason for return. We will provide you with instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Return Shipping

You will be responsible for paying the cost of return shipping. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will not be deducted from your refund.

Refund Process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and whether your refund has been approved. If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 5–10 working days.

Damaged or Faulty Items

If you receive a damaged or faulty product, please contact us at contact@katie-england.com within 7 days of receiving your order. Please include photographs of the damage and your order number, and we will arrange a replacement or full refund.

Exchanges

We do not offer direct exchanges at this time. If you would like a different product, please return the original item for a refund and place a new order.

Late or Missing Refunds

If you have not received a refund within the expected timeframe, please first check your bank account or contact your credit card company, as it may take some time before your refund is officially posted. If your enquiry persists after this, please contact us at contact@katie-england.com.