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How do I place an order online?
Ordering is easy and convenient! Simply select your favourite items, add them to your shopping cart and click "check out" for your order total.
What are my payment options?
Orders can be placed on-line using Visa, MasterCard, American Express or Discover Cards.
What currency are the prices?
All of the prices listed on Kate Aspen are in Sterling and are inclusive of any applicable VAT.
Do you have a minimum order requirement?
Kate Aspen has no minimum order requirement for most of our favours. There are some exceptions, please check the product information pages.
Do you offer samples?
We try to include all details and clear product images on every item but understandably, you may want a sample in your hand. You can order most of our favours in quantities of one with the exception of some items that are personalised, edible or sold in a set. You will be charged the unit price of the product sample(s) plus shipping. Please be sure you have plenty of time before your event to place your final order because processing for each order will take up to 2 weeks. Once shipped, delivery usually takes 4-7 business days.
Why do you ask for my event date?
We use your event date for research purposes to analyze how to improve our service! This date is not used to rush the order or to speed or slow processing in any way.
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Will I get an email confirmation after I place my order?
Yes, you will receive two e-mails. The first will be to confirm your order has been received. Please review your order confirmation immediately upon reciept and call us immediately if any changes need to be made. The second will provide your tracking information once your order has been shipped.
How do I check the status of my order?
Due to our consolidated shipping process that gives you the best price possible, shipments are made every 3 to 4 weeks. You can track your order from the FedEx website with your FedEx tracking number, which we will email you when your order has shipped from our location. Once shipped, delivery usually takes 1-3 business days.
How do I make changes or cancel my order?
Please verify your order confirmation immediately upon receipt to verify the details of your order. You may make changes or cancel your order as long as the order is not in processing and has not been personalised. Please email us as soon as possible at so that we can accommodate your request if possible. If an order is in processing, no changes can be made.
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What is your return and exchange policy?
Our no minimums ordering policy enables you to buy samples before purchasing for your event. In compliance with DSR200 we will accept cancellations and returns within seven (7) days of receipt of your order. Should you wish to return your order, please call our customer relations department for a return authorization. You will be responsible for all return shipping and duties and will be refunded only the product price, minus any shipping or other charges incurred on your behalf. If an order is returned without a return authorization, there will be a £20 processing fee. Due to the nature of these items (i.e. they cannot be resold,) personalized, cosmetic, edible and personal care favors are non-returnable and non-refundable. Due to the nature of these items, all sales are final. Some examples of non-returnable items are manicure sets, lip balms, lollipops, drink mixes, coffee, tea, jelly, honey and olive oil. We accept no liability for lost returns, so please select a method that allows for tracking.
What if I received my order, but some items are damaged?
Please inspect all items carefully when you receive your order. If there is any damage, please email us at at your earliest convenience, but no later than 7 days after the package was delivered. To request a credit or replacement on damaged or defective merchandise, we require that you email us a photograph of the damaged box and/or items. Keep the original box, packaging materials, as well as any paperwork that came in the box as FedEx may need to inspect the package. A customer relations specialist will help you file a claim with FedEx if needed.
How long before I receive my refund?
After we receive your package and inspect the items, you will receive an email confirming credit total. Credit will be issued in 3 to 5 business days. Please allow adequate time for your banking institution to process the credit.
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When will my order ship?
Our shipping model is easy to understand! Processing time (pulling and packaging your order; personalising if requested) + shipping time = delivery time. We consolidate our international orders to help us give our customers the best shipping price, so please allow up to 3 to 4 weeks for processing. If an item requires personalisation, production time could take longer, depending on the item. Our "item details" provide additional information on production, so be sure to check before ordering.
Can you "rush" my order?
At this time, we are not able to offer expedited shipping to international destinations. We strongly suggest that you place your order allowing ample time for delivery. Please note that the “event date” field has no bearing on processing of the order. This field is used for research purposes only.
To what countries do you ship internationally?
Currently we ship directly to Canada and the UK (England, Wales, Scotland, Northern Ireland and Lerwick & Shetland Islands). If your package needs to ship to another destination, you would have to arrange for a freight forwarder. Contact us at for more information.
What are your shipping rates?
You will pay a flat rate of £10.95-£16.95 for shipping which we are happily able to offer to you due to the consolidated shipping method we use. All of the UK is a flat shipping rate of £10.95 with the exception of Northern Ireland, Scottish Highlands and Lerwick & Shetland Islands which will have a flat shipping rate of £16.95.
Do I have to sign for the delivery?
Our delivery program does not require a signature for delivery.
How does my order ship?
Your order will ship via FedEx and can be tracked on their website at www.FedEx.com.
Will the items on my order ship together or separately?
All of the items on the order will ship together. If an item was out of stock when you placed your order, the entire order will ship upon its arrival. If you have any concerns or questions, feel free to contact us at to find out more.
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Do you have a printed catalogue?
We do carry the Kate Aspen catalogue which can be purchased by adding it to your shopping cart.
What is your contact information for the press?
All press inquiries should be emailed or addressed to the following address:
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Are online transactions on your site secure?
All the information you provide, including your credit card information, is secured using Secure Sockets Layer (SSL) encryption technology. We use SSL technology to prevent your information from being intercepted and read as it is transmitted over the Internet.
How do you use my contact information?
We request your email address so that we can email you an order confirmation. We request your phone number to contact you in case we need to give you an order update. Rest assured, we never rent or sell your contact information to anybody, for anything.
Read our Privacy & Security Policy
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If you have any questions and would like to speak with a customer relations advisor, you can contact us by phoning us at Monday-Friday between 2PM-11PM GST or by emailing us at . Click to ask a question, make a suggestion or get any assistance you may need. Most e-mails are answered within 24 business hours. Please note that weekend email responses may be delayed.
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