Delivery and Returns
Last updated: 1 September 2026
Delivery charges
UK delivery costs £2.99 for orders under £25. Delivery is free for orders of £25 or more. The applicable charge will be shown at checkout.
Order processing and delivery
We process orders seven days a week.
- Monday to Friday cut-off: 3:00pm
- Saturday and Sunday cut-off: 10:00am
Orders placed before the applicable cut-off are normally processed the same day. Orders placed after the cut-off are normally processed the following day.
Delivery is normally expected on the next day after dispatch, but this is an estimate and is not guaranteed. Carrier delays, bank holidays, the destination postcode, severe weather and circumstances outside our reasonable control can affect delivery times. Unless a different delivery period is agreed with you, we will deliver without undue delay and within 30 days of your order.
We remain responsible for your order until it is delivered to you or to a person you have nominated to receive it. If your order is late, missing or damaged in transit, please email hello@cateena.co.uk.
Starting a return
To cancel an eligible order or request a return, email hello@cateena.co.uk with your order number and the reason for contacting us. We assess each request according to its circumstances and your legal rights, then confirm the appropriate return route. Please do not send anything before receiving our return instructions and authorised return address.
Change-of-mind returns
For most goods bought online, you may cancel without giving a reason by telling us within 14 days of receiving them. You must then return the goods within the following 14 days.
You are responsible for the direct cost of return postage for a change-of-mind return. Please take reasonable care of the goods. We may reduce a refund to reflect any loss in value caused by handling beyond what would reasonably be allowed when examining an item in a shop.
Faulty, damaged, misdescribed or incorrect goods
Your statutory rights apply if an item is faulty, damaged, not as described, unfit for its intended purpose or different from what you ordered.
Please contact us as soon as reasonably possible. We will provide the remedy required by law and will arrange the return or pay reasonable agreed return costs where the goods are faulty or incorrect. We may ask for photographs or other reasonable information to help resolve the issue, but this does not limit your statutory rights.
Exchanges
We do not offer discretionary direct exchanges. If you change your mind and want a different item, return the eligible item for a refund and place a new order. This does not affect any statutory right to a repair or replacement where the law provides one.
Refunds
Approved refunds are made to the original payment method.
For an eligible cancellation, we will refund the price paid and, where required by law, the cost of our least expensive standard delivery option. We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back.
Refunds will be issued without undue delay and no later than 14 days after we receive the goods back or receive acceptable evidence that they have been returned, whichever happens first.
Exceptions to change-of-mind cancellation
The statutory change-of-mind right does not apply to certain goods, including:
- goods liable to deteriorate or expire rapidly;
- sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed; and
- goods made to your specifications or clearly personalised.
These exceptions do not remove your rights where goods are faulty, misdescribed or otherwise fail to meet legal requirements.
Your statutory rights
Nothing in this policy excludes, restricts or replaces your rights under UK consumer law.