Delivery & Returns

DELIVERY

 

  • You will receive an automatic confirmation email once you have placed your order.
  • A dispatch notification email will be sent to you with a tracking number.
  • If you have not received any of these, please check your junk folder, as they may have landed there.
  • Orders are processed and dispatched within 10-14 business days and will require signature on delivery.
  • Once orders are dispatched form our showroom, you should receive your order within 1 – 2 working days (please make allowances for delays due to COVID-19)
  • If you are not at the delivery address on the day of delivery, you will receive information from the courier with instruction on how to retrieve your order.
  • All deliveries are insured whilst being shipped.
  • Once the package has been signed for, items then become your responsibility.

 

 

SHIPPING FEES

 

  • A non-refundable shipping fee of £15 will be charged on all orders in the United Kingdom.
  • For customers in locations outside of the UK, please contact our customer love team by emailing customercare@catherinedeane.com

 

 

CANCELLATIONS

 

  • Refunds on orders that are cancelled on our Ecommerce site can take up to 14 working days to show in your account (this period is dependent on your card issuer).
  • Please note – Should your order already be in transit to you, cancellations will unfortunately not be possible and the item will need to be returned once received. 
  • A refund notification will be sent to you via email.

 

 

EXCHANGES

 

  • Should you wish to exchange an item, you can contact us prior to returning the item, to check availability of the desired exchanged item.
  • Should we have the item available in stock, please fill in the returns card to initiate the exchange process.
  • The original order needs to be returned within 14 days returns period in perfect condition, with no damages or marks to receive the exchange.
  • Once the item has been processed by our logistics team as back in stock, we will ship out the new item to you.
  • You will receive tracking information via email of the new shipment.
  • Exchanged items have complimentary shipping, however, we do not provide a shipping label for returns on exchanges
  • If you wish to return an exchanged order, this is at your own cost and responsibility.
  • For exchanges, refunds or advice, please contact customer care by emailing customercare@catherinedeane.com

 

 

 

RETURNS

  • We offer a free charge 14-day returns service.
  • To return an order, follow the steps below:
  1. Attach the return label you received with your delivery to the package.
  2. Contact your local FEDEX office and quote the waybill number.
  3. Request for a driver to collect your parcel (this is free of charge)
  4. The waybill number is the long number found, under the barcode, on the return label. 
  • PLEASE NOTE: Refunds can take up to 14 working days to show in your account, once the item has been processed by our logistics team and a refund notification has been sent to you via email. (this period is dependent on your card issuer)

To request a new label or for any other enquiries, please contact our customer service team by emailing customercare@catherinedeane.com

For more information on how to return your garment with FEDEX please check their website HERE

 

REFUNDS

 

  • To qualify for a full refund, items must be unworn, without damage and returned in the original packaging within 14 days of when you received it.
  • Shipping charges are non-refundable.
  • All refunds are insured  by us from the moment they are collected from you by the courier.
  • For exchanges, refunds or advice, please contact customer care by emailing customercare@catherinedeane.com

 

 

For full delivery and returns terms & conditions, see our Terms & Privacy page.

 

We endeavor to reply to emails and voicemails within 48 hours.