Returns Policy

Do I pay postage for items I return, if I want a refund or exchange?

Yes, if you are returning for an exchange or refund you will need to cover the postal costs needed to send the Item back to Hatcatcher Ltd. Only New and unworn items, returned in the original packaging within 14 days of purchase. We recommend that you use Royal Mail recorded delivery to ensure you/we can confirm that your package has arrived at our offices. If the item is being returned because it is faulty we will refund the postage.

Can we collect items or drop them back to the Warehouse for returns?
This is not possible at present. Please return items by postage to our normal business address.

How long does it take to process my Refund?
Refunds can be a couple of days or take up to a week or more depending on location etc.

How long does it take to process my Exchange?
An exchange can take up to a week or more depending on where you live or in what country you reside.
Exchanges usually take no more than 1 working day from when your item(s) arrives back to Hatcatcher Ltd. We post exchanges back to you which will take 3-5 days or more to deliver. This return process can be dependent on the time of year, location, customs if any, Royal Mail etc.

What do I do if I have received a faulty product or the wrong item?
Call our customer services with the details and we will arrange to have a new item sent to you.

I have sent my return items to Hatcatcher Ltd but you do not seem to have received them, how do I claim?
We always recommend that you send items back via Royal Mail recorded delivery, this way the item can be verified as delivered by going onto the Royal Mail website, you can track your parcel at ( Royal mail suggest waiting for 15 days first.


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