FAQs
Can I track my order?
Yes, a tracking number will be emailed to you a few days after your order is placed. You can track your order using the provided tracking link for DHL, USPS, FedEx, or UPS.
Do you offer express delivery options?
Yes, we offer express delivery for orders placed before 19:30 on Monday to Friday, excluding Saturday, Sunday, and Bank Holidays. Orders placed after this time will be delivered within two days, excluding weekends and holidays.
Are all sales final, or can I exchange an item?
All sales are final, and we do not offer refunds. Exchanges are possible, but customers are responsible for all shipping fees.
What payment methods do you accept?
We accept major credit and debit cards, PayPal, and payments via Stripe. All transactions are secure, and we do not store your payment information.
Will I have to pay customs fees and import duties?
Your package may be subject to customs fees and import duties of the destination country. The recipient is responsible for all duties and taxes incurred, and we cannot determine these fees during the checkout process.
What happens if my package is delayed by customs?
While we strive to provide accurate delivery estimates, customs delays are beyond our control. If your package is delayed, we recommend contacting your local customs office for more information.
What should I do if I provided the wrong shipping address?
If your order is returned due to incorrect address information, we can re-ship it to the correct address. However, additional shipping charges will apply, and shipping fees for the initial attempt are non-refundable.
Can I refuse a package due to customs or tax charges?
Please do not refuse the package due to customs or tax charges. The carrier cannot return the items to us unless these fees are paid. If the package is abandoned in customs, we cannot offer a refund.
What should I do if my package hasn't arrived within the estimated time?
If your package hasn’t arrived within the estimated delivery time, please contact us at support@katesgift.com for assistance. Be sure to check with your local post office as well.
How long does it take for my order to be processed and shipped?
Orders are processed within 2-5 business days. Once processed, shipping takes 10-15 business days. During high season and sales periods, delivery might take a little longer.
