Last updated: 19 October 2026
Every personalized pair is made using your chosen design and photo. If something has gone wrong with the quality or printing, we want to help put it right.
Quality, printing or production problems
Please contact us within 30 days of receiving your order if an item has a quality issue, a printing fault, or another error caused by our production process. Email help@kittysocks.com with your order number, a description of the issue and clear photographs.
We will review the problem and arrange an appropriate remedy, such as a replacement or refund, according to the circumstances and your applicable consumer rights. We cover costs arising from a confirmed issue caused by us, including return shipping if we require the item to be sent back. Please contact us before paying to return an item.
Personalized items and changes of mind
We do not accept returns or exchanges of personalized products for changes of mind or other non-quality reasons, except where applicable law requires otherwise. Please check your selected design, colour, photo, name spelling, quantity and delivery details carefully before ordering.
A mistake in information supplied by you is not treated as a production fault if the item was made according to that information. If you notice a mistake, contact us immediately so we can check whether a change is still possible.
Changes and cancellations
Design work is intended to begin promptly after ordering. Contact us as soon as possible if you want to change or cancel an order. We will check its progress and explain the available options; a change or cancellation may not be possible once the personalized item is in production. Statutory cancellation rights, where applicable, are not affected.
How to request help
- Email your order number and explain what happened.
- Include photos showing the complete item and the specific issue. For delivery damage, include the packaging too.
- Wait for our instructions before sending anything back. We will provide the return address and shipping arrangements if a return is needed.
Do not send a return to the dispatch address printed on a parcel unless we have confirmed it is the correct return location.
Refunds
When a refund is approved, we will confirm the amount and initiate it within 24 hours, using the original payment method where available. This is the time we initiate the refund, not a promise that the funds will reach your account within 24 hours. Your payment provider determines when the funds appear in your account. If an expected refund has not appeared, contact us so we can check the transaction.
Your consumer rights
This policy does not limit rights or remedies that cannot be excluded under applicable law, including rights relating to faulty, damaged, incorrectly supplied or undelivered goods. The 30-day contact request does not shorten any longer statutory period available to you.