Frequently Asked Questions

We have tried to make ordering from Catherine Loves as simple as possible. Please follow these simple steps to ensure your fabulous order will be with you very soon:

1) Browse the website to find the items you want to buy

2) If required choose a colour/ letter/ size from the product options next to the product details. If you would like more than 1 piece please amend the quantity with the +/- signs, then click Add to Basket to add the item to your Shopping basket

3) Once you've finished shopping, click on Shopping basket, located in the top right corner of the screen, or click View cart and checkout after you have added an item to your basket

4) If you have a discount or voucher code, enter it in the box on the left of the shopping basket page. You may also enter your postcode for a delivery quote. If you have a free delivery offer code please do not enter the code until the folllowing page as your delivery option must be selected first

5) Please review the items in your basket and when you are happy that everything is correct click Proceed to checkout

6) If you are an existing Catherine Loves customer, please enter your username and password and click Login

7) If you're a new Catherine Loves customer, you'll need to either register for an account or checkout as a guest. Registering makes it easier and faster to place orders in the future and also allows you to view and track your orders online. The online instructions will guide you through the registration process.

8) Once you are logged in as either a new or existing customer, or have entered all relevant information as a guest, you will need to confirm your delivery address and delivery choice and then proceed to Payment

9) Enter your payment details and click Confirm payment

10) After you have confirmed payment please click Place order to confirm your order

11) You should see a message confirming your order has been placed and is being processed. An email confirmation will be sent to your registered email address

We understand that sometimes you may have some questions or prefer to speak to a member of our friendly team about your order. Please call us on +44 (0)151 345 6937 (Monday - Thursday 9am - 5.30pm and Friday 9am - 5pm). We will be delighted to answer any questions you may have, help you with advice about our products and take your order. We hope to hear from you soon!

It is not necessary to register for a full account when you place your order. If you prefer you may checkout as a guest. When you checkout as a guest we will still need to collect personal information that is required for your order and you will not create a password. Please remember that by registering for an account you will be able to place orders more quickly in future, view past orders online and track your order status.

Once your order has been placed you are unable to add any further items to your order. However if you place more than one order on the same day you will only pay for delivery once. Please contact us at info@catherineloves.co.uk and quote your order numbers to request a delivery refund.

Once your order has been placed it is immediately sent to our warehouse for picking and we regret that you are unable to change it. If you have ordered an incorrect item you will need to return it to us for an exchange or refund at your own cost. Exchange items are sent out with no additional delivery charge. Alternatively if your order is urgent you may place a further order for the correct item on the same day and you will only pay the delivery charge once. Please contact us for a delivery refund for your new order quoting your order numbers. The incorrect item will still be delivered and you will need to return it for a refund.

We accept Mastercard, Visa and Paypal

We do not currently have any shops. Our full collection is available online and our Catherine Loves bespoke ranges are stocked by some boutiques, independent shops and department stores in the UK.

Catherine Loves is exactly how it sounds. Well, anything that Catherine loves!

We are unable to give stockist details for specific items. Due to the large number of Catherine Loves products and stockists we cannot be sure which items will be available in a particular shop at any time. Our full collection is always available online.

The fabulous Catherine Loves catalogue is available seasonally. Please email info@catherineloves.co.uk with your full name and address to be added to our mailing list. The catalogue is also available to view online.

Sign up for our fantastic newsletter online to become a VIP customer and be the first to hear about our special offers, promotions and new products. Many of our offers are exclusively available to our VIP customers.

If you are interested in becoming a fabulous Catherine Loves stockist we would love to hear from you! Please call us on +44 (0) 151 345 6937 or complete your details here: Trade Enquiry and we will contact you very soon.

If an item is out of stock it may not be visible on our website. Whilst we always try our hardest to ensure permanent stock availability our items are all manufactured to order and lead times are very long. Our items take up to 6 months to arrive in our warehouse after ordering as every item is made specially for us. Sometimes items sell faster than we predict which may mean we are sold out for a period. Please do contact us by email info@catherineloves.co.uk or +44 (0)151 345 6937 and we will be delighted to provide you with the most up to date stock availability information and expected delivery dates. In many cases we may also be able to suggest an alternative item.

When we have only a few pieces left in-stock there is a small risk that an item may not be available when we pick it in our warehouse. Although we do regular stock-takes and the level should be accurate, there is occasionally a small discrepancy due to human error. In the rare circumstances when this occurs we will contact you as soon as possible to alert you and offer an alternative item.

The delivery note for all online orders does not show the price paid so you can be assured the gift recipient will not receive any pricing details.

If you forget your password please use the forgotten password link on the login page. You will be prompted to enter your registered email address and an email will be sent to you with a link to reset your password. If you have any problems please contact us at info@catherineloves.co.uk or on +44 (0)151 345 6937.

We deliver all UK orders for in stock items within five working days and usually much faster than this. We aim to despatch orders received before 3pm the same day. We use a combination of courier services and Royal Mail first class post to deliver our parcels.

Our standard UK delivery cost is £4.99. Parcels are delivered by Royal Mail or by courier. Please allow 5 working days for delivery.

We also offer a next working day UK delivery service for orders placed before 3pm (Monday - Friday) for £9.50. Orders placed during the weekend on a next day service will be despatched the next working day (usually Monday) for delivery the following working day (usually Tuesday). Parcels are delivered by a signed for courier service.

We are sorry but we do not ship overseas.

It is possible to deliver your order to multiple delivery addresses. Please click Checkout with multiple delivery addresses on the Shopping Basket page and follow the instructions. Please note that a delivery charge will be payable for each separate delivery address.

Very occasionally parcels may go missing with our courier or royal mail delivery service. Please be assured that if this occurs our delivery team will investigate the situation as a matter of urgency. If your order has been dispatched with Royal Mail we ask you to wait for 10 working days after dispatch before reporting your parcel as lost. If your order has been sent with a courier service please contact us within 24 hours of the expected delivery date if your order has not been delivered and you have not received a card from the delivery company. You can also track your parcel online. Please remember to check with your local depot if you are not available at the time of delivery.

You will only pay the delivery charge once per order on your first shipment. You will not be charged for delivery on any further shipments.

We hope you’ll be delighted with your order, but we understand that sometimes you may wish to return items to us.

If you change your mind about our products purchased online you can return your order for any reason within 28 days of receipt for an exchange or refund. Please follow the simple steps below:

1) Fill in the returns form included in your parcel noting your order number and whether you would like an exchange or refund. There is no need to call us.

2) Return the product(s) to us in perfect condition (unused and in their original packaging).

Send your parcel to:

Catherine Loves
Suite 108,
No. 1 Old Hall Street,
Liverpool,
L3 9HG

Please note that goods are returned at your own cost and the delivery charge for the original order is non-refundable. Please ensure products are returned complete, unused, unwashed and in original packaging as we cannot accept items for a refund or exchange if they are not in perfect condition. Please note that there will be no further delivery charge for exchange items.

We strongly recommend that you use recorded delivery or obtain a certificate of posting when you return any parcel. Certificates of posting are available free at the post office and will enable us to action your refund should your parcel be lost or delayed in the post. You will be responsible for the returned products until they reach us. We will write to confirm when your return or exchange has been processed. Please allow up to 21 days.

Of course you can, we just ask that you return the item in its original packaging to our warehouse.

Please note that goods are returned at your own cost and there will be no further delivery charge for the exchange order. If the exchange items are more expensive and additional payment is required we will contact you separately. If the exchange items are less expensive we will refund the difference using your original payment method.

Please follow the simple steps below:

1) Fill in the returns form included in your parcel noting your order number and whether you would like an exchange or refund. There is no need to call us.

2) Return the product(s) to us in perfect condition (unused and in their original packaging). Send your parcel to:

Catherine Loves
Suite 108,
No. 1 Old Hall Street,
Liverpool,
L3 9HG

Please ensure products are returned complete, unused, unwashed and in original packaging as we cannot accept items for a refund or exchange if they are not in perfect condition.

In the unlikely event that you receive damaged or faulty goods we will replace them or refund in full (including the original postage charge for refunds). Please follow the simple steps below:

1) Please call us on +44 (0)151 345 6937 or email info@catherineloves.co.uk within 7 days of receiving your order to obtain a Returns Authorisation Number and instructions for how to return the goods to us

2) Complete the returns form included in your parcel

Faulty/damaged goods cannot be accepted without a Returns Authorisation Number and must be returned within 14 days of receiving your order. We strongly recommend that you use recorded delivery or obtain a certificate of posting when you return any parcel. Certificates of posting are available free at the post office and will enable us to action your refund should your parcel be lost or delayed in the post. You will be responsible for the returned products until they reach us. We will write to confirm when your return or exchange has been processed. Please allow up to 21 days.

Very occasionally picking and packing mistakes may happen due to human error. In these circumstances please accept our apologies. If your delivery note shows different items or quantities from those actually received please contact us within 48 hours of delivery at info@catherineloves.co.uk or +44 (0)151 345 6937. Our delivery team will investigate the issue as a matter of urgency and will be sure to put the situation right.

Returned items should be sent to:

Catherine Loves
Suite 108,
No. 1 Old Hall Street,
Liverpool,
L3 9HG

Please ensure products are returned complete, unused, unwashed and in original packaging.

We strongly recommend that you use recorded delivery or obtain a certificate of posting when you return any parcel. Certificates of posting are available free at the post office and will enable us to action your refund should your parcel be lost or delayed in the post. You will be responsible for the returned products until they reach us.

Please return Catherine Loves items to the shop where they were originally purchased. Items returned to Catherine Loves must be accompanied by a valid online order number.