Refund policy

Returns & Refund Policy

At Cat and Her, we want you to love your purchase. If you're not completely satisfied, we're here to help.

Returns

You may return eligible items within 14 days of receiving your order.

To be eligible for a return, items must:

  • Be unused, unworn, and in their original condition.
  • Have all original tags attached.
  • Be returned in their original packaging where possible.
  • Be free from stains, perfume, makeup, damage, or signs of wear.

We reserve the right to refuse returns that do not meet these conditions.

Clothing Returns

We accept returns on clothing provided the items are returned in their original condition within 14 days of delivery.

For hygiene and quality reasons, any clothing that has been worn, washed, altered, or damaged after delivery cannot be returned.

Jewellery Returns

For hygiene reasons, earrings are non-returnable and non-refundable unless they are faulty or damaged upon arrival.

Other jewellery items may be returned within 14 days if they are:

  • Unused
  • In their original packaging
  • In a resalable condition

Non-Returnable Items

The following items cannot be returned unless they are faulty:

  • Earrings
  • Personalised or custom-made items
  • Sale or clearance items (unless faulty)
  • Gift cards

Faulty or Incorrect Items

If you receive an item that is faulty, damaged, or incorrect, please contact us within 48 hours of receiving your order.

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs of the item

We will assess the issue and arrange a replacement, exchange, or refund where appropriate.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method within 5–10 working days.

Please note that your bank or card provider may take additional time to process the refund.

Return Shipping

Customers are responsible for the cost of returning unwanted items unless:

  • The item is faulty.
  • The wrong item was sent.
  • The item arrived damaged.

We recommend using a tracked postal service, as we cannot be responsible for returned items lost in transit.

Exchanges

If you would like a different size or colour, please contact us before returning your item.

Exchanges are subject to stock availability.

How to Start a Return

To request a return, please contact us using the details below:

Cat and Her

📧 Email: catandher@outlook.com

📞 Phone: 07448 317576

📍 Address:
25 Brook Street
Colchester
CO1 2UT
United Kingdom

Please include your order number and the reason for your return.

Your Consumer Rights

This policy is in addition to your statutory rights under UK consumer law. Nothing in this policy affects your legal rights regarding faulty, damaged, or incorrectly supplied goods.