FAQ's & Policy

Where are you located? 
We are based in London, England, Where every piece is handmade with care. 

Shipping
Custom orders ship withing 2 - 4 weeks (sometimes sooner)
Premade items within 1 week. International shipping is available. Custom fees and important taxes may apply and are the responsibility of the customer. Once your order has shipped, delivery times are dependent on the carrier and customs processing. 
We are not responsible for shipping delys, lost packages, or stolen items. 

Returns
Because all custom items are made to order, refunds are only available before home productions begins. If you need to make changes to your order, please contact as soon as possible.
Due to hygiene reasons, all scrunchies sales are final.
Refunds for pre-made items are available prior to shipment only.

How can I track my order? 
A shipping tracking number is provided within the dispatch email notification. Royal Mail track and trace

Order in transit
When your order has been dispatched, we are no longer responsible for any issues that may occur during transit with postal service, This includes: delays, damaged packaging, or loss of items if the packaging is compromised during transit. 

How do I claim my lost or stolen package? 
We all understand that there can be obstacles in recieving your order promptly. If you suspect there is a problem with your delivery or package. Contact me via the contact section 7 days after expected delivery date or you can claim directlty to the Royal Mail claims centre.  

Do you have any social media accounts?
Yes, I do have social media, but it's not my preferred option. If given the choice, I would opt for the Yellow Pages instead. However the significant advantage is that I can engage with you directly through this platform. 
https://www.instagram.com/katicalondon

If you are unable to find the answer, please reach out via email at: [email protected]