COMMON QUERIES
You Asked, We Answered
WHAT ARE THE PAYMENT OPTIONS?
Payment is accepted through PayPal, Apple Pay and Card Payments.
All payments are secure and payment details are never stored.
If you have a gift card you are able to use this at checkout - If you have any issues with this method please contact info@katesurridgesewing.co.uk
WHAT IS YOUR RETURN POLICY?
We accept returns and exchanges (where applicable) simply contact us within 14 days of delivery. Items will then need to be returned within 30 days of delivery. Full price refunds will be processed within 3 working days of items being received, however, we cannot accept responsibility for repaying postage charges. If you choose to exchange, the new item will be sent out on the same day the original order is received back at the KS workshop.
See full returns policy here 'Store Policies'
DO YOU OFFER GIFT CARDS?
Gift cards are available. They can be purchased under the gift card section but please bare in mind they will have a 24 month expiry date. They can be redeemed at checkout. Please email info@katesurridgesewing.co.uk if you require further information on gift cards.
WHAT IS THE PROCESS OF ORDERING A MEMORY PILLOW OR ANIMAL?
The memory collection items can be purchased under products. There will be options within the product section for add-ons, personalisation and optional extras. Once you have selected what you would like to include and have placed your order - you will receive a follow up email with instructions on postage...
Memory items are made generally from absent family member's clothing items so they will need to be posted to us in order to make. The email will provide a delivery address and some guidelines on material use and quantity required. If you have any concerns or queries prior to ordering, please don't hesitate to contact us - We specialise in sentimental products and will be more than happy to help!
HOW MANY CLOTHING PIECES ARE NEEDED?
When ordering a memory pillow, note they are 40 x 40cm in size. One M/L clothing item fits this size, however you can use as many pieces as you would like when ordering via the patchwork option. If you would like a different front and back piece you can send just 2 pieces and order this without selecting the patchwork option.
When ordering an animal teddy, these vary in size by animal but roughly all sit around 30cm tall. Likewise to pillows, 1 M/L clothing item is enough to create 1 animal but these are made up of generally over 20 different pieces so you can post as many as you like to use. If you are planning to use babygrows you will need at least 10.
If they are any gaps where the clothing item isn't enough, we are always happy to substitute in fabric - if this is necessary you will always be contacted (via the email you purchased with) to discuss colour options.
