FAQs
DELIVERY
Do you ship internationally?
Yes — we ship worldwide.
What delivery options do you offer?
We offer tracked delivery options for the UK and International destinations. Shipping options, prices and delivery estimates are shown at checkout and on our Shipping page.
Do you offer free shipping?
We offer free shipping on orders over £250 on our MAINLINE and SCARVES & HAIR ACCESSORIES collections and physical GIFT CARDS (free shipping is automatically applied at checkout).
Please note: third-party and made-to-order items (including Stringberry, Teemill and Floorstory) are printed and shipped separately, so they may incur a separate shipping charge at checkout even if your mainline order qualifies for free shipping.
How long will delivery take?
Delivery estimates depend on the service selected at checkout:
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UK: 3–5 business days (standard tracked) or 1–2 business days (priority tracked)
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International: 7–12 business days (standard tracked) or 5–9 business days (priority tracked)
International delivery times are estimates and can vary due to customs processing and local courier networks.
When will my order be dispatched?
Mainline pieces are usually dispatched within the week. Made-to-order items have production and dispatch times shown on the product page.
Will my order arrive in more than one parcel?
Possibly. Some items are made to order and ship directly from a partner warehouse, so you may receive more than one parcel.
Can I track my order?
Yes — tracking details will be emailed to you once your order has been dispatched. You can then follow your parcel’s progress using the tracking link provided.
What happens if my parcel is lost or arrives damaged?
We’re sorry if something’s gone wrong during delivery. Please email us at studio@kittyjoseph.com with your order number and any relevant photos (especially if the parcel or item arrived damaged), and we’ll do our best to help as quickly as possible.
Can I change my shipping address after placing an order?
If you need to change your delivery address, email us at studio@kittyjoseph.com as soon as possible with your order number and the updated address. We’ll do our best to help, but we can’t guarantee changes once an order has been dispatched.
Can you combine orders?
Yes — if you’ve placed more than one order and you’d like us to combine them into one shipment, email us at studio@kittyjoseph.com as soon as possible with your order numbers. We can usually combine orders as long as they haven’t been dispatched yet.
Do you ship to PO boxes?
Yes, we can ship to PO boxes.
Do I have to pay customs, duties or taxes? (International orders)
If you’re ordering from outside the UK, your order may be subject to local import taxes or duties. These charges are set by your country and are the responsibility of the recipient.
Do you offer expedited shipping?
If you need an item for a specific date, email us at studio@kittyjoseph.com before placing your order and we’ll do our best to help. In some cases, we may be able to arrange an expedited service at an additional cost.
RETURNS & EXCHANGES
What is your returns and exchanges policy (Mainline)?
If you’re not fully happy with your order, you can request an exchange or refund within 14 days of receiving your order. Items must be in their original condition and must not have been washed, worn or damaged.
Do you offer size exchanges if an item doesn’t fit?
Yes — you can request an exchange within 14 days of receiving your order, as long as the item is in its original condition and hasn’t been washed, worn or damaged.
Do you cover return shipping costs?
No — we do not provide free returns shipping. Return postage costs are the responsibility of the customer.
Will my original shipping charge be refunded?
Shipping charges are non-refundable.
How do I request a return or exchange?
Please email studio@kittyjoseph.com to organise a return or exchange. We’ll confirm the next steps and provide the correct return address (this may vary depending on the item).
Can I send my return back without contacting you first?
Please don’t — email us first so we can provide the correct return address and safely track and manage your return.
Do I need to use a tracked service to return my item?
Yes. All return/exchange packages must be sent using a tracked and insured service. Please email us your tracking details once your return has been sent.
When will my return be processed?
Once your return arrives back with us, we aim to process returns within 3–5 business days.
What happens if my exchange item costs less than the original?
If your exchange item is less than the value of the original, we’ll issue a credit note for the difference.
What happens if I return an item purchased with a gift card?
If an item purchased with a gift card is returned, the refund will be reissued as gift card credit on the original code.
Do you accept returns on Sample Sale items?
Sample Sale items are subject to separate Sample Sale Terms (please see the Sample Sale Terms page).
What about collaboration products (Floor_Story / Stringberry)?
Floor_Story and Stringberry items are third-party collaboration products. Returns and exchanges are handled by them separately.
ORDERS
Can I cancel or modify my order after it has been placed?
Yes — if you need to cancel or amend your order, email us at studio@kittyjoseph.com as soon as possible with your order number and the change you’d like to make. Changes aren’t guaranteed once an order has been dispatched.
Can I cancel my order once I have placed it?
Yes, you can cancel your order within 24 hours of placing it for a full refund. Please email us at studio@kittyjoseph.com as soon as possible.
SIZING
How do I determine the right size for my items?
Please see our Sizing Guide to help you find the best fit. Sizing guidance is also shown on each product page. If you’re unsure, email us at studio@kittyjoseph.com and we’ll be happy to help.
Do you offer petite or tall ranges?
Most of our styles are designed with a relaxed fit. Some pieces are available in sizes XS–XL. If you’re unsure about fit or length, email us at studio@kittyjoseph.com and we’ll help you choose.
Do you have a maternity range?
We don’t have a dedicated maternity range, but many customers wear our pieces before, during and after pregnancy. A lot of our designs have generous volume and pleating, and some styles have stretch through the bust. If you’d like help choosing something pregnancy-friendly, email us at studio@kittyjoseph.com.
PAYMENT
What payment options do you offer?
We offer standard card payments, Shop Pay, PayPal, and PayPal Credit. Available payment options may vary by country and will be shown at checkout.
Can I pay in different currencies?
Our website should display prices in your local currency based on current exchange rates. If you need help with an estimate, email us at studio@kittyjoseph.com.
GIFT CARDS
Do your gift cards expire?
No — our digital and physical gift cards do not expire
Any other Questions we haven't answered here? Email us at studio@kittyjoseph.com.