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The easy way to katch up with fashion 

FAQ

My Account FAQ

First check if you have registered on our website or if you signed in as a guest when placing your order.
If you are already registered on the site and have forgotten your password, you can go to My Account at the top of the website, click on the "Forgot your password" link and enter your email address to reset your password.
ALL prices on the Website are the actual price you PAY which includes VAT, but your invoice will show the VAT breakdown. NO VAT is added to the price displayed on the website. All UK & EU buyers pay UK VAT which is included in the website displayed price.

Delivery FAQ

YES, we do! Our UK Next Working Day service is with DPD Delivery.

Orders placed before the cut off time 4:30pm on Weekdays are dispatched the same day and delivered to you the following day.

Please visit our delivery & shipping information page for full details.

We aim to dispatch all orders within 1 working day for weekday orders. All weekend orders are processed and dispatched the next working day. We will keep you informed on the progress of your order via our email. We will issue a dispatch confirmation when your order has been sent from our warehouse.

Please visit our delivery & shipping information page for full details.

You will receive a dispatch email. If you have not received this, please check your junk/spam mail.
Yes, we do ship worldwide.
Sorry, we currently don't have click and collect service.

Return & Refund FAQ

Please take extra care when trying on your new purchases, as returned items must meet the following conditions to qualify for refund:

  • Items must be unworn and unwashed.
  • Items must not be marked with make-up, fake tan or body lotions etc.
  • Items must have all tags attached.
  • Shoes have been tried on indoors and show no sign of wear.
  • Please make sure the items are returned in the original packaging.

Please visit our return policy for full details.

You have 14 days to return the unwanted items back to us. The return period starts from the day you receive all items in your order.

Unfortunately we do not offer free return labels, we do offer a tracked return label that you can create in the Returns page costing £2.50.

You can also choose to use your own courier service to return, please note this is at your own cost, we suggest purchasing a tracked delivery service to return the items. Make sure you keep your postage certificate as well as proof, in case you're returned parcel goes missing.

Please visit our return policy for full details.

Refunds can take 5-7 working days to process a return once received. (Busy time periods such as Christmas period, Bank Holidays etc may cause delays) Once processed your refund can take several days to appear back to the original payment method which is totally dependent on your card issuer and out of our control.

Please visit our return policy for full details.

Orders FAQ

Please contact sales@katchme.com with your order number and they will help you further.
This normally can occur when the method of payment is declined, if you use another method of payment this will work, if payment did go out of your account then it will bounce back within a few days.
We can only cancel/ amend order details if your order has not gone into our warehouse for processing. Please contact us via email and we will try our best to honour your request however we cannot guarantee any changes will be made.
We can only make changes to an order if it has not been processed and fulfilled by the warehouse. Please contact us via email and we will try our best to honour your request however we are unable to guarantee any changes will be made.
Unfortunately, we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement.

General FAQ

Unfortunately, with all the big discounts we already have on our website we do not offer student discount.
Our popular items can sell out quickly, there is no estimate date of restock as items can come back daily, please browse through our Back In Stock category!
Your details are not shared with any other party and stored following data protection and anti-spam legislation. Please visit our privacy policy for full details.
Feel free to contact us directly at sales@katchme.com.

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