STOCK AVAILABILITY
In addition to our own website, we sell on multiple third party sales channels. Due to this, we can only guarantee an item is available when it has been physically picked from our warehouse and allocated to an order. On the rare occasions that we are unable to supply an item, we endeavour to offer a suitable alternative or cancel the order and issue a full refund where necessary.

SPECIAL REQUESTS
We aim to accommodate our customers’ needs to the best of our abilities. Should you have any specific requests, such as sending in unmarked courier packaging etc. please refer to the special instructions section during the ordering process.

Please note, we can only accept orders for what we have listed as available. Please do not place orders and then request alternative colours or sizes as we will be unable to fulfil the order.

PRIORITY ORDERS
Our team work hard to ensure all orders are shipped out as soon as possible. However, because of high demand at this time of year, some delays can occur. If you require an order for a specific date, for example a birthday, we advise that you chose the Expedited option for delivery. This prioritises the order both before and after dispatch and provides a guarantee on the delivery timeframe.

LAST CHANCE FOR CHRISTMAS
Our couriers have advised the last guaranteed delivery date is Saturday, 22/12/18. Please note, we will require any orders to be placed by 1pm on Friday, 21/12/18 and the Saturday delivery option must be selected.

To avoid any disappointment on the big day, we recommend placing the order as early as possible and choosing expedited delivery at checkout to ensure the best shipment service is used. The earlier the order is placed the more time there is to resolve any potential issues, such as needing an alternative size.

DELIVERIES
The couriers we use are - Royal Mail, UK Mail, DPD and UPS - with standard deliveries being made on weekdays usually between 8:00am and 6:00pm. Please note, at peak times couriers can operate extended hours. Most of our items (skates, scooters, skateboards, shoes) are shipped via couriers and will require a signature upon delivery. Therefore, please ensure someone will be available at your delivery address to sign for the parcel. You can give your permission for the package to be left in a safe and secure location, please refer to the shipping instructions section during checkout where you can make this request.

If you are unavailable during the week, we recommend arranging delivery to either a work address or a trusted friend/relative. We offer the option of selecting a Saturday delivery at checkout which offers more convenience for those unavailable through the week. Please note, we can’t amend a shipping address once an order has been placed.

Once the order has been dispatched, please use the tracking details provided to monitor the delivery using the information provided in your dispatch email.

CANCELLATIONS
If you make a mistake with an order or you no longer require it and you wish to cancel, please contact us ASAP. Please send an email with the subject heading CANCELLATION and we will do our best to cancel it before it’s shipped. Unfortunately, it is not always possible to intercept orders so please be aware that we cannot guarantee that all cancellations will be implemented. All cancellation requests will be responded to advising whether the order has been intercepted.

RETURNS
Once the order has been received, please check the contents to ensure you’re happy with your purchase. If there are any causes for concern, please contact us as soon as possible to ensure your enquiry is resolved in plenty of time for Christmas day.

PACKAGING
We dispatch items in the packaging deemed suitable by the manufacturers for storage and transit, in addition to our own shipment packaging. On rare occasions the product packaging can sustain minor impact damage in transit due to the nature of the service, e.g. small indents. As the sole purpose of our product packaging is to protect the item during storage and transit, unfortunately we are unable to offer compensation for damage to product packaging where the product is unaffected.

If you receive a damaged product, please contact us at your earliest convenience and we will be happy to replace the product.

CONTACTING US
Our office opening hours are Monday to Friday 9:00am to 5:00pm, our contact number is 01229 433445 and our general email address is kate@kateskates.co.uk. If you have an enquiry, please contact us by either phone or email and we will get back to you as soon as we can.

Please be aware our inbox and phone lines get very busy at this time of year. During office hours, we aim to respond to both phone and email messages within 24 hours, however delays can occur due to the volume we receive. We advise against duplicating messages or contacting us via multiple methods as this will further impact our ability to respond to enquires in a timely manner. We appreciate your patience during this busy time.