Refund policy
Returns & Cancellations
If something is not quite right with your order, please read the information below and contact the studio if you have any questions.
Returns
You may request a return within 14 days of receiving your order.
To do so, please email studio@kittymccall.com within this timeframe. Once your return is confirmed, you have a further 14 days to return the item.
Returned items must be unused, in their original condition, and returned with original packaging where possible. We recommend using a tracked or signed-for service, as items remain the responsibility of the customer until they reach us.
Shipping costs and any import duties are non-refundable. We are not responsible for items lost or damaged in transit.
Return Address
Kitty McCall
Unit 56
Basepoint, Shearway Business Park
Shearway Road
Folkestone
CT19 4RH
United Kingdom
Made-to-Order Items
Many items sold by Kitty McCall are made to order.
The following items are non-refundable, unless they arrive faulty or damaged:
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Framed prints
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Unframed prints
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Cut fabric
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Furniture or fabric panels
Please consider this carefully before placing your order.
Faulty or Damaged Items
If your order arrives faulty or damaged, please contact studio@kittymccall.com within 48 hours of delivery, including photographs where possible.
We will resolve the issue promptly and cover return postage where appropriate.
Order Cancellations
If you wish to cancel a made-to-order item before it has been dispatched, this may be possible. In these cases, a 25% cancellation fee will be deducted to cover production costs already incurred.
Once an order has entered production or been dispatched, it cannot be cancelled.
Statutory Rights
This policy is in accordance with the Consumer Contracts Regulations 2013 and does not affect your statutory rights.
Returns Outside This Policy
Items returned outside the stated timeframes, or in a used or damaged condition, may be returned to the customer and a refund declined.
