Shipping & Delivery
How long does it take to process my order?
All orders are processed within 1–3 business days after payment has been successfully received. Orders are not processed on weekends or public holidays.
How long does delivery take?
The estimated delivery time is approximately 3–7 business days, depending on your destination and the shipping carrier. Please note that delivery times are estimates and may vary due to customs clearance, carrier delays, or seasonal demand.
Where are orders shipped from?
Orders may be shipped directly from our international suppliers and fulfilment partners, which may include warehouses in other international locations.
Who pays for customs duties and import taxes?
Any customs duties, import taxes, or local handling fees are the responsibility of the customer, unless otherwise stated at checkout.
How much does shipping cost?
Shipping costs are calculated at checkout and depend on your destination country, package weight, and selected shipping method. All applicable fees are clearly displayed before you complete your order.
Can I track my order?
Yes! Where available, you will receive a tracking number by email once your order has been shipped. Please allow a few business days for tracking updates to appear in the carrier's system.
What if I entered the wrong shipping address?
Address corrections must be requested within 24 hours of placing your order by emailing contact@katesimonlondon.com. After this period, we cannot guarantee changes can be made.
Returns & Refunds
Can I return my order?
Yes. You may submit a return request within 14 days of receiving your order by emailing contact@katesimonlondon.com with your order number, full name, and reason for return.
What are the conditions for a return?
Items must be unused, unworn, unwashed, undamaged, and returned in their original condition with all tags, labels, and packaging intact. Trying on items is permitted, but products may not show any signs of wear or use.
Who pays for return shipping?
Return shipping costs are entirely the responsibility of the customer, including any international shipping fees, customs charges, or duties. We strongly recommend using a tracked shipping method.
When will I receive my refund?
Once your returned item has been received and inspected, approved refunds are processed within 14 days via the original payment method. Please note that original shipping costs are non-refundable.
Payments
What payment methods do you accept?
We accept the following payment methods: Visa, Mastercard, American Express, Apple Pay, Google Pay, and Shop Pay.
In what currency are prices displayed?
All prices are displayed in British Pounds Sterling (GBP £). Your bank or card provider may apply additional conversion fees for international transactions.
Is my payment information secure?
Yes. All transactions are processed through secure SSL-encrypted connections. We do not store or have direct access to your full payment details and work exclusively with trusted payment providers.
Orders & General
Can I cancel my order?
If you need to cancel your order, please contact us as soon as possible at contact@katesimonlondon.com. If the order has already been processed or shipped, cancellation may no longer be possible. If a cancellation is approved after payment, you will receive a full refund via your original payment method.
Do product colours always match what I see on screen?
We do our best to display products accurately, but minor variations in colour or appearance may occur due to screen settings or supplier updates. Product images are for illustrative purposes.
How do I file a complaint?
If you have a complaint, please contact us in writing at contact@katesimonlondon.com. We aim to respond within 5 business days and will make every effort to find a suitable solution.
Still have a question?
Don't hesitate to reach out — we're happy to help!
Email: contact@katesimonlondon.com
Address: Spijkerboorweg 441