FAQs

Orders

How long does processing take?

1 to 2 business days. We cut off at 5 pm GMT Monday to Saturday. Order before 5 pm on a weekday and we start the same day. After 5 pm, or on a weekend or bank holiday, we start the next working day.

Can I change or cancel my order?

Email support@caughtcouture.com immediately with your order number. If it has not been dispatched, we can change or cancel it. Once Royal Mail has it, we cannot stop it — but you can return it once it arrives using our 30-day policy.

I did not get a confirmation email.

Check your spam folder first. Still nothing? Email us at support@caughtcouture.com with your name and the email address you used to order. We will resend it.

Can I add an item to an existing order?

Unfortunately not. Once an order is placed, we cannot add to it. Place a new order for the extra item.

Shipping and Delivery

Where do you deliver?

Everywhere in the UK — England, Scotland, Wales, Northern Ireland, and the Channel Islands. No international shipping at the moment.

How long does delivery take?

After processing, Royal Mail Tracked takes 4 to 7 business days. Total time from order to delivery is usually 5 to 9 business days. Remote areas like the Scottish Highlands may add a day.

How much does delivery cost?

Free on orders over £100. £1.99 on everything under £75.

How do I track my order?

We send a shipping confirmation email with your Royal Mail tracking number as soon as your order is dispatched. Click the link or go to royalmail.com/track-your-item. Tracking can take up to 24 hours to show after dispatch.

My order has not arrived.

If it has been more than 7 business days since your dispatch email, contact us at support@caughtcouture.com with your order number. We will open an investigation with Royal Mail and keep you updated.

Returns, Exchanges and Refunds

What is your returns policy?

30 days from delivery. Items must be unworn, unwashed, with original tags and packaging intact. That is it.

How do I return something?

Email support@caughtcouture.com with your order number and what you want to return. We reply within 24 hours with the return address and instructions. Do not send anything back before contacting us.

Can I exchange for a different size or colour?

Yes. Email us within 30 days of delivery with your order number and what you want instead. We check availability first. You cover the cost of sending the original back. We cover sending the new one out.

How long does a refund take?

5 to 7 business days after we receive your return. We send a confirmation email when it is done. Your bank may take another 2 to 5 days after that to show it in your account.

Who pays return postage?

• Changed your mind? You pay.
• Exchanging? You pay to send it back, we pay to send the new one out.
• Faulty or wrong item? We pay everything.

My item arrived faulty or wrong.

Email support@caughtcouture.com straight away with your order number and photos. We cover the return postage and send a replacement or full refund — whichever you prefer.

Sizing

How do I pick the right size?

Each product page has a size guide. For outerwear, if you are between sizes, go up — you want room to layer. Not sure? Email us the product name and your measurements and we will advise directly.

Do colours look accurate in photos?

We photograph everything as accurately as we can. Colours can look slightly different on different screens. If a colour is significantly off from what was shown, that counts as a misdescribed item and is covered under our returns policy.

Payment

What do you accept?

Visa, Mastercard, American Express, Apple Pay, and Google Pay. All processed securely at checkout.

Is it safe to pay on your site?

Yes. Our checkout is SSL encrypted. We do not store your card details. All payments are handled by our PCI-compliant payment processor.

Will I be charged in pounds?

Yes. Everything is in Great British Pounds (£) including VAT. If your card is in a different currency, your bank handles the conversion.