Hey Gal, not totally in love with your new Katch Me fit? No problem! We’ve made our returns process super simple so you can get it sorted ASAP.
Our policy is designed to be fair and straightforward. Please take a moment to read the key info below before starting your return.

How to Start Your Return

The quickest and easiest way to return your item(s) is through our official online portal. Here, you can manage your return, choose your method, and get everything you need in minutes.

> START YOUR RETURN HERE <

You have two options for sending your items back to us:

Option 1: Use Our Pre-Paid Return Label (£2.50 Fee)
For maximum convenience, you can use our tracked return service.

1. Click the link above to start your return in the portal.
2. Follow the simple on-screen instructions and select the items you wish to return.
3. Your return label will be generated for you to print. Drop off the package at your local post office.
4. A fee of £2.50 will be deducted from your final refund to cover the postage.

Option 2: Use Your Own Courier (Self-Postage)
You are also welcome to use any courier service of your choice.

1.If choosing this option, please remember you are responsible for the return shipping costs.
2.Package your items securely and include a note inside with your Order Number and the names of the item(s) you are returning.
3.Send the package to the following address:

Katch Me Ltd
Unit 2, 659 Eccles New Road
Salford, Greater Manchester
M50 1AY, UK

Important: You must obtain proof of postage (a tracking number or receipt) from your courier. We are not responsible for items lost on their way back to us.

Our Return Policy - The Details

Return Window
· Within 14 days: You can return unwanted items for a full refund to your original payment method.
· Within 15-30 days: You can return unwanted items for store credit (an equivalent value coupon) tied to your Katch Me account.
· The return period begins on the day your order is delivered. Returns requested after 30 days will not be accepted.

Return Conditions

For a return to be accepted, all items must be in their original, sellable condition:
· Unworn, unwashed, and undamaged.
· Free of any stains, makeup, fake tan, or body lotions.
· All original tags must still be attached.
· Shoes must have been tried on indoors and show no signs of wear on the soles.

Non-Returnable Items (Exceptions)
For hygiene and final sale reasons, the following items cannot be returned or exchanged:

· Accessories
· Swimwear & Lingerie
· Beauty Items
· "Lucky Dip" Items
· Items marked as "Final Sale"

Special Promotions & Sales
Items purchased under specific promotional offers have special return conditions if there is no fault with the product:

· ANY TWO FOR £16.99 / ANY FIVE ITEMS FOR £26: Only 50% of the item's value can be refunded.
· Buy 2nd Get 3rd Category: Only 50% of the item's value can be refunded.
· Clearance Sale Items (Under £9.99): These items are non-refundable.

What Happens Next? (The Refund Process)

1. Inspection: Once your return arrives at our warehouse, our team will inspect it to ensure it meets the conditions listed above.
2. Processing: Please allow up to 10 working days (from the day we receive the package) for your return to be processed.
3. Refund: Your refund will be issued to your original payment method, minus the original shipping fee (if any) and the £2.50 return label fee (if you used Option 1).
4. Rejection: If your return is rejected for any reason, our customer service team will contact you by email to find a solution.

Faulty Items

We are so sorry if you received a faulty item! Please notify our Customer Service team within 14 days of receiving your order so we can investigate. To help us resolve this quickly, please provide your order number and photos of the fault.
Failure to report a fault within 14 days may mean you are not eligible for a refund.

Refused Deliveries

If a package is returned to us because delivery was refused or it wasn't collected from the local courier in time, we do not offer a refund in this case. You will be responsible for the cost of redelivery.

 

Still Got Questions? Holla at us!

Our team is here to help. Reach out to us at: sales@katchme.co.uk