Frequently Asked Questions
How do I order from Katya Wildman?
You can shop online anytime on our secure website www.katyawildman.com
1. Simply browse and select the item(s) and size(s) you want to purchase and click ‘ADD TO CART’.
2. Click the bag icon (top right hand side of the page) and ensure the item(s) and pricing is correct (including any applicable discount codes). You can continue to shop or browse the site at any time and return back to ‘the bag icon when you are ready to purchase. Your item(s) will remain in your bag until purchased.
3. When you have chosen and are satisfied with the item(s) in ‘the cart’, Click the CHECKOUT
4. Select your ‘CHECKOUT METHOD’ (Create/Login to your Katya Wildman Account or Checkout as Guest).
5. Proceed to follow the very simple prompts on your screen through our secure Checkout process.
6. Once your order has been placed successfully, you will receive an Order Confirmation email.
If you are experiencing any problems, please contact us by emailing hello@katyawildman.com
How do I know If my order has gone through successfully?
You will receive an Order Confirmation email and order number once your order has been successfully placed.
Please be sure to check the email address you have entered is correct and if you have not received a confirmation email to check your Spam/Junk folder first.
If you can’t find your order confirmation email, you may check your account under ’Your Orders’ section or contact hello@katyawildman.com
Can I track my order?
You can track your order via details sent you on completion of your order.
Can I amend an order I have just placed?
As soon as you place an order the warehouse is notified and the packing process is started. Therefore, it is best to send an email notifying us that you want to change the order. It cannot be guaranteed that your request will be picked up within the timeline needed. So, if you need something urgently, it's best to reorder.
Is it possible to cancel my order?
Under the Consumer Contracts Regulations you have the right to cancel an order from the moment you place it and your right to cancel ends on the 14th day from when your goods are delivered to you, your nominated neighbour or your dedicated safe place. Customers have up to 15 minutes from placing their order to request a cancellation. After this time frame orders cannot be cancelled.
For pre-purchase items, you are able to cancel the order up to 24 hours before the dispatch date stated on the website.
We recommend you email hello@katyawildman.com in the first instance so we can arrange for your order cancellation prior to it being dispatched. Once orders have been placed they cannot be put on hold or amended; single lines from orders cannot cancelled and additional items cannot be added. Only entire orders can be cancelled.
If your order has been shipped or is in transit you will not be able to cancel it before it reaches you. We recommend you return the goods following our Returns Policy. If you choose to cancel your order (instead of following the returns process) you will need to cover the cost of the return shipment, as our Free Returns service does not apply to cancelled orders.
The cost of return and care of the goods are your responsibility until they reach us, therefore we recommend for security purposes, that you insure the parcel for the value of the goods and retain your Proof of Postage Receipt. The reimbursement will be credited without undue delay to the purchaser’s original payment method within 14 days of receipt of the returned goods.
Please note: your right to return products does not apply to goods made for your specification, that have been clearly personalised or have not been reasonably cared for whilst in your possession.
I have received my order but something is missing?
If something is missing from your order, in the first instance please check your Shipment Confirmation email and your Katya Wildman invoice to see if your order has been part-dispatched. The missing item may have been on pre-purchase and will be dispatched at a later date. This information will be visible in the Product Description online. If the missing item is not on pre-purchase please emailhello@katyawildman.com
What is your return policy?
If for some reason you are not completely satisfied with your purchase, we offer a Free Returns Policy.
All items must be returned within 14 days of receipt of your order with the completed paper returns form enclosed, and must be returned new, unused, unwashed, not modified in any way in the original packaging with all Katya Wildman garment tags and labels attached.
Please note that all items of jewellery are non-returnable.
When will my return be processed?
Once we have received your return, it will be inspected. Once inspected you’ll receive an email notifying you if the return has been approved or rejected.
If your return is approved, you’ll receive a refund to your original payment method within 7-14 days.
Do I have to pay for my return?
You will not be charged any additional cost for making a return.
You are responsible for the cost of returning the goods back to us. Use a tracked service where possible. We will send you a returns label via email.
We are unable to refund your original shipping costs.
How do I make a return?
To start your return please visit the portal detailed below. You will need to have your order number and the email address you made your purchase with.
Can I make an exchange?
Yes, you can make an exchange (stock allowing) via the returns portal below. You will need your order number and the email address that you made the purchase with. If you need any help please contact hello@katyawildman.com