I’m looking to commission an illustration - how do I order?

Please get in touch by email: info@catherine-redgate.co.uk .
We can discuss your requirements, timeline and prices!

I’ve forgotten my password, help!

If you are having difficulty logging into your customer account, click here to access the sign in page and select ‘Forgot Password’ to reset your details.

I’d like to order, but I don’t live in the UK…

Don’t worry! You can order from me through my Etsy store here. Unfortunately, due to the complications of tax, I am unable to offer international shipping through my online shop on this website and will continue to offer international shipping through the Etsy store for the foreseeable future. However, the full range of products are all available on Etsy too, so you’re not missing out and Etsy will take care of the tax for us both too!

I’m only ordering a couple of small items, why is postage £3.50?

The website allows me to set one postage charge, so this is set to cover the parcel rate of Royal Mail prices. However, if your order contains just a few small, ‘large letter’ items and you have been charged postage (i.e. your order is less than £20), I will always issue a partial postage refund to reflect the large letter rate instead!

How often do you dispatch orders?

Orders are generally processed within 1-3 working days. During busy periods (October - December), this may extend slightly. Orders are dispatched via 2nd Class Royal Mail as standard however there are upgrade options at checkout should you require a faster service.

Where is my item?

All large letter items are sent via standard postage which does not include tracking facilities unless the order is over £30.00 in value or you have selected a delivery upgrade at checkout. Parcels are sent via Tracked 48 as standard and you can find this reference number on your ‘order dispatch’ email.

If you do not choose a tracked option, please understand that once the item has been posted, it is in the hands of the postal system. Items are not deemed lost until a certain number of working days have passed, as set by the Royal Mail. Please be patient during this time.

I will follow the current Royal Mail guidelines as to when a parcel is deemed lost (within the UK, this is currently 10 working days after an item was due to be delivered i.e. 13 working days for second class service). After this time, I can file a claim and organise a replacement or refund for you. Please note, these situations are not the fault of the seller but I will always do my best to assist!

I’ve changed my mind, can I return my item?

Yes of course - consumers are welcome to get in touch within 14 days of receiving the item to organise a return. Please email info@catherine-redgate.co.uk to obtain return details.

I’m looking to purchase more than the quantity available on the website, can you help?

Products are often in stock in higher quantities than those listed to make sure I don’t mis-manage across my online stores, market stalls and Etsy sales. Please get in touch if there’s something you are after in larger quantities and I can advise accordingly, ordering more in for you if required!