Return & Exchange Policy

Last updated: August 2, 2026

We want you to love what you ordered. If something isn't right, here's how it works — written plainly, so there are no surprises.

1. The short version

• Returns accepted within 15 days of delivery.
• Email us first — all returns need approval before you send anything back.
• Changed your mind? Store credit, and you cover return postage.
• Something wrong with your order? Tell us within 7 days and we'll put it right.

2. How to start a return

Email orders@cathou.com within 15 days of delivery with your order number, the item you'd like to return, and the reason. We'll reply with approval and a return address.

Please don't post anything back before you hear from us — unapproved returns can't be processed or refunded.

3. Condition

Items must come back unworn, in their original packaging, with any tags still attached, and in the condition they arrived in.

4. Changed your mind

Approved change-of-mind returns are refunded as store credit, issued once your item reaches us and has been checked. Store credit never expires and can be used on anything in the shop.

Return postage is your responsibility, and original shipping costs aren't refunded. We recommend a tracked service — we can't credit a parcel that doesn't arrive.

5. If something's wrong with your order

If your item arrives damaged, faulty, or isn't what you ordered, email us within 7 days of delivery with your order number and a photograph, and we'll put it right — with a replacement or a refund, whichever suits you better.

Once we've had a look, we'll let you know how to send it back. Where the fault is ours, we'll cover the return postage.

6. Items we can't accept back

For hygiene reasons, and in line with standard practice:

• Pierced earrings — unless they arrive damaged or faulty.
• Skincare, bath and body products once opened or used — unless faulty.
• Personalised or custom-made items.
• Gift cards and store credit.

None of this affects your rights if an item is faulty.

7. Refund and credit timing

We process returns within 7 days of receiving them. Store credit is issued by email straight away; card refunds can take a further 5–10 business days to appear, depending on your bank.

8. Exchanges

We don't process direct swaps. Return the original for store credit using the steps above, then order the piece you'd prefer whenever suits you.

9. Cancelling or changing an order

Because orders are packed by hand and quickly, we can't guarantee changes once an order is placed. Email orders@cathou.com as soon as possible — if it hasn't been packed, we'll do our best.

10. Questions

Email orders@cathou.com. If something has gone wrong, please tell us — we'd far rather fix it than have you stuck with something you don't love.