1. ORDERS AND CANCELLATIONS
a. Order acceptance policy
All orders and subscription requests received are subject to acceptance by Kate Pettitt, and Kate Pettitt reserves the right, at our absolute discretion, to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.
b. Timing of your order
As a part of the checkout process, and depending on the value/weight of your order, you will be able to select the type of Royal Mail postage you require (First and Second Class post for cards and books, and Special Delivery only for giclée prints).
c. Changes to your order
If you wish to change your order, please do so by contacting us from the email your account is registered under and quoting the order confirmation number. We’ll always do our best to make last-minute changes for you, but we can only guarantee changes (including to the delivery address and in relation to card messages) that are requested before your order is packed.
d. Cancellation policy
Orders can be cancelled before they are packed and a full refund will be issued. Please get in contact with us to do so. Orders which are already being printed (eg. Giclées printed to order), or which have already been dispatched, cannot be cancelled.
e. Overseas orders
We do not currently sell outside of the UK. We can arrange delivery to overseas addresses by special arrangement and at our discretion. In these cases, payment is to be made in UK pounds via the website only and the buyer is responsible for any taxes and/or duties payable.
2. PRICES
Prices are not currently subject to VAT. If you require an invoice please contact us and we will issue one within 7 working days.
3. PAYMENTS
We accept online payment through PayPal. In order to offer the best security, all of our credit and debit card payments are processed securely by PayPal.
We never store or have access to your credit or debit card details.
Orders that are to be collected in person can be paid for in cash, by BACS (by arrangement and in advice of collection) or using our iZettle hand-held terminal on site.
4. DELIVERY POLICY
We deliver all card orders via Royal Mail First class or Second class post. Giclée prints and original artworks are posted via Special Delivery. Delivery times are subject to the Royal Mail’s current status.
Order placed after 3pm on a Friday or over a weekend will be dispatched on the next working day. Although we will always try our best to ensure punctual delivery, Kate Pettitt cannot be held responsible if an item arrives late due to any circumstances impacting the availability of the postal service that we use or anything else outside of Kate Pettitt’s control.
If we are aware of an event (such as illness) that might delay us dispatching your delivery, we will contact you with options.
In the event of non-delivery (an order/item not having arrived 5 working days after its dispatch date for first class and 8 working days for second class), please contact us. In this instance we will offer to resend your order. It is the customer’s responsibility to contact us within 14 days of the estimated delivery date in order to claim replacement goods. Failure to do so will result in the lapse of any rights to replacement or refund.
We reserve the right, at our absolute discretion, to use a different delivery method without prior notification.
We are unable to provide refunds for any deliveries sent to the wrong location where an address is entered incorrectly on checkout.
Customers in the Scottish Highlands & Islands may be contacted directly regarding delivery, if their delivery charges fall outside our standard price brackets or delivery is known to take longer.
5. RETURNS & REFUNDS
a. Damage
We maintain strict quality control measures when printing, packing and dispatching orders. While our products are carefully packaged to ensure they arrive in the same perfect condition as when they leave us, on a small number of occasions (and for reasons beyond our control) they may be damaged in transit. If, upon receiving your product(s), they are damaged or the printing is faulty, please contact us quoting your order number, so that we can arrange a free replacement at our next available delivery date. Please note that you will need to email us photos of the damaged item(s) within 72 hours of receipt of the product(s) in order to be eligible for a replacement, and we may ask for you to return the product(s) to us. We will not offer any replacements if the product(s) are in a good condition but the content is wrong due to a mistake made when ordering.
b. Non Delivery
In the unlikely event that your goods do not arrive within 3 working days of the estimated delivery date, please contact us for us to look into. We will only offer a replacement if we are informed of the non-arrival of the goods within 14 days of the estimated delivery date. If you choose to have goods replaced, we will do so free of charge and resend to you at no extra cost, on our next available delivery date. If we offer you a card credit, this will be applied to your account within 3 working days. We will not be responsible for non-delivery due to any mistakes in the delivery address entered on checkout. Please note, it is not our policy to offer both a refund and a replacement.
c. Refunds
In certain cases, and at our sole discretion, we will offer a refund if a replacement is not possible. If you do receive a refund, we will refund you the total amount you paid for the product(s) plus any delivery charges you may have paid, within 7 days of the day on which you provide us with evidence that the product(s) are faulty. You will receive an email confirmation of your refund having been processed, however please be aware that banks might take an additional 2-14 days to refund the amount to your card. Please note, it is not our policy to offer both a refund and a replacement/card credit.
d. Returns
We are only able to accept returns in the case of damage to the product in transit. We offer customers replacements if the items are not delivered to an acceptable quality, as detailed above.
e. Orders Returned to Us
We provide a return address, which is printed on all orders we ship. For orders returned to us at this address, where possible we will contact the customer with a courtesy email to notify them of the return, and we will keep such orders for a total of 30 days. Kate Pettitt does not take any responsibility for orders which are returned to us, so it is the customer’s responsibility to ensure that a full, correct and clear delivery address is added on checkout.