Return Policy

We want you to love your Kate Backdrop products. But if you’re having problems, we make returns as simple as possible.

Kate Backdrop Return Process

1

Clear photos for reference

2

Contact us and send photos

3

Receive refund or store credits

1. How do I cancel an order?

We'll get to work on your order within 24 hours of receiving it. If you need to cancel, please reach out to us at support@katebackdrop.co.uk within 6 hours of placing your order. We'll do our best to accommodate your request. However, please note that if your order has already entered production or has been shipped, we won't be able to cancel it.

2. How do I make a return?

If your order arrives with manufacturing defects or damage incurred during packaging or transit, please reach out to us for a reissue or refund. To assist us in swiftly evaluating the issue and determining the best resolution, we kindly request:
A clear photo of the received item(s).
A wider shot of the area where the issue can be seen for easy identification.
A photo of the label attached to the package.

Please ensure the photos are clear and unobscured, as good quality images will aid us in addressing your issue efficiently. For prompt resolution, please contact us within 3 days of delivery.

Below are examples of the clear photos we require:

3. How long do I have before making a return?

Returns are available within 30 days of the delivered date.
To ensure the fastest resolution, we encourage you to contact us within 3 days of delivery.

4. Can I ask for a return or exchange if I ordered an incorrect item?

If you've ordered an incorrect item (such as the wrong size or pattern, or due to an error not on our part), we regret that we're unable to process returns or replacements. Similarly, if your items arrive in good condition, we do not accept returns.

Given the unique made-to-order nature of our products, they cannot be resold once dispatched. All sales are final. We appreciate your understanding in this matter.

Here are the options available to you:
You can return the item at your own shipping expense. Please contact us for the return address.
You can choose not to return the item, but you will be required to cover 50% of the replacement cost (to cover materials) plus a shipping fee (£12-20).
We can also provide store credits as compensation, which you can use for future purchases.

Your satisfaction is important to us, and we'll strive to resolve your concerns to the best of our ability.

5. What is the process if I need to request a reprint of my backdrop or floor mat?

If you need to request a reprint of your backdrop or floor mat, we kindly ask for a copy of your receipt or proof of purchase, along with photos of the damaged or misprinted items. We may request additional images to cross-verify with our records, ensuring that your items were indeed printed incorrectly.

Example Photo:

6. Important Notice:

We will not accept returns for custom items.
Please note that images displayed on our site are for reference only. The actual product may vary slightly due to differences in computer monitors. However, rest assured that our printing technology maintains the highest quality standards to deliver the best results.
By placing an order, you agree to our processing time, return policy and shipping policy .

Having trouble with your return?

Our customer service will be happy to help! Contact us at support@katebackdrop.co.uk.