Delivery & Returns Policy

KATIE ASTLE STUDIO

Last updated: 25th October 2026

At KATIE ASTLE STUDIO, every order is prepared with care. We want you to feel confident ordering from us, so we've outlined our delivery, returns and refund information below.

DELIVERY

Where do you deliver?

We offer delivery throughout the United Kingdom.

For larger wholesale orders, pallet delivery may be arranged where appropriate.

How much is delivery?

Delivery charges are calculated individually based on the size, weight and destination of your order.

All delivery costs will be confirmed in your quotation before payment is required.

How long will my order take?

As our products are hand-poured and often personalised, production times vary depending on the quantity, packaging and specifications of your order.

An estimated lead time will be provided before your order is confirmed.

Please note that production lead times and courier transit times are separate.

If you're ordering for a particular event or deadline, please let us know before placing your order.

What happens if my delivery is delayed?

Although we do our best to meet estimated delivery dates, unexpected delays can occasionally occur.

If we're made aware of a delay affecting your order, we'll contact you as soon as reasonably possible and keep you updated.

Your statutory rights regarding delivery remain unaffected.

RETURNS & REFUNDS

Personalised & Made-to-Order Products

Many of our products are created specifically for each customer, using their chosen branding, artwork and packaging.

Where products are genuinely made to your specifications or clearly personalised, the usual consumer change-of-mind cancellation right may not apply.

For business-to-business orders, cancellations and returns are governed by the agreed order terms and applicable law.

This does not affect your rights if products are faulty, damaged or not as described.

Non-Personalised Products

Where statutory consumer cancellation rights apply, eligible customers may cancel within 14 days of receiving their goods.

Please contact us to arrange a return. Further information about return arrangements, costs and refunds will be provided in accordance with applicable law.

Damaged or Incorrect Orders

We take great care when packaging every order, but if something isn't quite right, please let us know.

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible, ideally within 48 hours of delivery.

Where possible, please include:

Your name and order details
A description of the issue
Photographs of the affected products and packaging

We'll review the issue and work with you to arrange an appropriate resolution, which may include a replacement or refund.

The suggested 48-hour reporting period does not limit your statutory rights.

Changes & Cancellations

Full payment is required before production begins.

If you need to make changes to your order, please contact us as soon as possible.

Once production has started or bespoke materials have been ordered, amendments or cancellations may not be possible, subject to any applicable statutory rights.

Refunds

Where a refund is due, we'll confirm the amount and arrange repayment using the original payment method unless otherwise agreed.

Any applicable statutory refund deadlines will be respected.

Need Some Help?

If you have any questions about delivery, returns or an existing order, please get in touch.