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All the ordering information you need should be found on this page, or the links above. If you are still unsure and would like to contact us prior to placing an order online, or have any queries we will be happy to help.
For help with sizing please refer to our sizing guide here.
A customer asked us recently if they were 'calling a call centre, or someone who can help'. We are a small company and if you call us you will be talking to someone who knows our products inside and out. If you have any queries or would like to order by telephone please call us on 0845 430 8743.
Your calls will be taken by head office 9am to 5.30pm Monday to Friday, at weekends they will be directed to our London boutique which is open 10am to 6pm on Saturday and 12noon to 6pm on Sunday.
We have a live stock control system on the site so you can see exactly what is in stock at time of ordering. We aim to keep all products in stock, although some corsets are to order only. Information about delivery times for 'to order' items can be found by the product.
We aim to despatch orders within 24 hours of receiving them (Monday to Friday) and delivery times are as follows.
UK - 2 to 3 working days
Europe - 3 to 7 working days
Rest of the World 7 to 10 working days
UK items are sent by 1st class post, with orders over Ј40 being sent using Recorded Delivery, and orders over Ј100 being sent using Special Delivery.
Overseas orders are sent by airmail.
Next day delivery is possible for UK orders. Please telephone us if you require this service.
Mail order email for order and product queries. We aim to respond to emails within 24 hours during week days.
Mail order telephone: 0845 430 8743 or +44 845 430 8743 if overseas.
Fax: 0870 762 3751 or +44 870 762 3751 if overseas.
Mail Order Address: What Katie Did, Unit 7, The Old Mill, 61 Reading Road, Pangbourne, Berkshire, RG8 7HY. It is possible to collect items from this address by prior arrangement, but we don't have a showroom or changing rooms.
Boutique: 26 Portobello Green, 281 Portobello Road, London W10 5TZ.
Boutique telephone: 0845 430 8943. For directions and more info about our boutique please click here.
We guarantee shopping at What Katie Did is completely safe, as we are fully PCI compliant. The Payment Card Industry Data Security Standard (PCI DSS) is a global security standard set by the PCI Security Standards Council to protect anyone who makes purchases using credit or debit cards. We go above and beyond these required security measures by using PayPoint, an internationally renowned, leading provider of secure payment processing, for all our card transactions.
PayPoint have over 10 years' experience in the online payment & e-commerce industries, and working with them means that we benefit from their vast expertise in fraud and risk management tools, and their continual investment in the latest security systems, measures and software. This of course means that all our customers benefit too.
How does it work?
After placing your order on What Katie Did, you will then be transferred to PayPoint, where you will enter your payment details. We do not see your credit card details at any point, and PayPoint do not pass any of your personal financial details to us; they are all protected by PayPoint's state-of-the-art security systems and firewalls.
We also take the privacy of our customers' sensitive data very seriously, using advanced security technology known as SSL (secure socket layers) to protect and encrypt your personal details. In layman's terms, you'll see when you're entering a secure part of a site by the way the 'http' of the address bar changes to 'https', and by the appearance of a little padlock symbol in the bottom bar of your browser. You will see these changes on any part of our website that requires entry of personal data.
We hope these reassurances put any new or inexperienced internet shopper's mind at rest, but please do note that if you have any qualms at all, we are very happy to take your order by telephone on 0845 430 8743.
Your privacy is very important to us. We do not send unsolicited mail either via email. On the order page you are given the option to opt out of our mailing list. In addition we will never sell or give your details to any other company.
All information collected is through the ordering/registration process and is in accordance with the Data Protection Act 1998 (our Data Protection number is PZ8799892).
Everything you buy from What Katie Did will be delivered promptly, and packaged discreetly. We do everything we can to ensure the swift, safe arrival of your order.
Delivery times
These are estimated but generally:
UK and Channel Islands customers can expect to receive their order within 2 to 3 working days.
European customers will wait 3 to 7 working days.
Delivery to the rest of the world will generally take around 7 to 10 working days but can occasionally get held up in customs.
Delivery Types
We offer a standard delivery service, shown below, with individually tailored options available on request. Please telephone us if you require Next Day Delivery for your items.
Orders are shipped within 24 hours of placement, Monday to Friday.
All UK orders up to the value of £40 are sent by First Class post.
Orders over £40 are sent Recorded Delivery, with orders over £100 being sent via Special (next day) Delivery.
We do offer a Courier service to the UK and Europe. Please see above for more details.
Overseas orders are sent by first class airmail.
Most of our parcels are delivered by Royal Mail. If you are not at home, they will leave a card and take the parcel back to your local Royal Mail delivery office for you to then collect in person or phone to arrange re-delivery. Please note that if you order a large item, such as a corset, it will be sent by Recorded Delivery and will require a signature. We are quite happy to send items to a alternative address, such as a workplace, but do still require the billing address of your credit card to process your order.
Delivery Costs
We have two levels of postage – Small order, which applies to all orders under £30 and Standard Order. We also have a Courier delivery option, which enables you to receive detailed tracking information.
UK Small order (under £30) £1.50, Standard order (over £30) £3.50. Courier order £6.50 (courier delivery within 2 days of order).
Europe Small order (under £30) £2.50, Standard order (over £30) £5.00. Courier order (EU countries only, not including Switzerland or Norway) £16.00 (Courier delivery within 3 days of order).
Rest of the World Small order (under £30) £4.00, Standard order (over £30) £10.00. Unfortunately we are only able to offer a courier service for European deliveries at the moment.
UK customers please do note that unless there are planned Royal Mail disruptions or you particularly want to track your parcel, our Small and Standard Order postage is just as quick and substantially cheaper.
Overseas Customers please be aware that if you live outside of Europe, you may be charged duty. Most countries have sensible duty levels allowing you to import items valued at up to a few hundred dollars without incurring import fees. However, there's always the exception to the rule, and Scandinavia and Canada get the fuzzy end of the lollipop in this case! Duty levels can vary significantly, so please check with your country's Customs and Excise office to find out more.
We think our website is quick and simple to use. In case you're feeling differently, here are the solutions to problems customers sometimes have when using our site:
Go to 'View Basket' in top right hand corner of the screen. This page will show you what is in your shopping basket. To amend something please change the quantity in the box and press update basket.
User accounts are optional, the advantage they have is that they retain your details making future orders quicker.
If you are making your first purchase please do not try to log into an account. If you would like to set up an account there is the option to do so on the order form.
Please note that setting up an account with us is optional.
When you place an order you might get a declined notice instead of a confirmation number. The declined notice means that your card has either been declined, the cvv number you've given is wrong, or more probably, that the billing address you've provided does not match the address that your bank has on record for you. If you receive a declined notice please email us including your full name and email address you have used and we can investigate.
Whilst we do accept Paypal on our site we do not recommend using it as if anything goes wrong you are not covered in the same way as you are when using a credit card direct. If you need to know more please check out Paypal sucks.
A free mail order brochure is available on request if you would like to order offline, although it does not feature every item on the site.
You can order by telephone on 0845 430 8743 (overseas +44 845 430 8743) or by fax on 0870 762 3751 (overseas +44 870 762 3751).
We accept Visa, Mastercard, American Express, Maestro and Solo.
If you would prefer to pay by British cheque or postal order you can also order by mail. Please refer to our Shipping Fees page to calculate the correct postage fees. Cheques should be made payable to What Katie Did and mailed to: What Katie Did, Unit 7, The Old Mill, 61 Reading Road, Pangbourne, Berkshire, RG8 7HY, UK. If you are paying by cheque orders will he held for five days to allow for clearance.
We ship goods worldwide, and you'll probably be pleasantly surprised at our delivery times:
European orders take approximately 3 to 7 days to arrive.
Orders to the rest of the world take between 5 and 10 days to arrive.
Orders placed from countries outside of Europe might be subject to duty and local taxes, more information can be found on the Shipping Fees page.
What Katie Did is based in the United Kingdom and we charge all cards in UK Pounds Sterling. An approximate currency conversion also shows our prices in Euros and US Dollars. Your credit card company will automatically change the UK Pounds Sterling price to your local currency. Your credit card company might charge a very small fee or percentage for making an overseas purchase, but it won't be very much: please contact your credit card company if this worries you.
Please note that the currency rate changes very slightly day to day. If you return an item for a refund the amount you receive back might be slightly more or less than what you originally paid. For example, if you purchase an item for Ј100 on one day, the exchange rate might be $1.50 to Ј1, but on returning it the rate might have changed to $1.45 or $1.55 to Ј1.
By UK Law, all purchases of products from within the European Union are subject to VAT at the current UK rate of 15%. The prices on this web site show UK Pound Sterling and Euro prices including VAT.
The US Dollar price on our website shows the price excluding VAT (UK sales tax). As you're order is being shipped outside of Europe then you do not pay VAT. Our online invoice is split into two pages. The first page, where you enter all your details, will show the price, in UK Pounds Sterling including VAT. You then go through to a second page which will show the total minus VAT. Unfortunately it is not possible to calculate the total minus VAT on the first invoice page as we don't know what country you're ordering from at this stage.
Customers ordering from outside the European Union might be liable for import duty and local sales tax. Most countries have high levels so this shouldn't affect you unless you are spending several hundred pounds (check our your Customs and Excise website if you are) but Scandinavia and Canada do have very low levels so probably will incur charges.
Whether you're shopping for yourself or for a certain lucky lady, we want you to be completely happy with your purchases. We know that shopping online can be tricky, so, we offer a no-nonsense returns policy, and will gladly offer you a refund or exchange on all our goods, with the exception of our demi-couture corsets. In the unlikely event of an item being faulty, we will reimburse the full cost of return postage. However, postage costs for exchanges and refunds of non-faulty goods are the responsibility of the customer, so please ensure you read our shopping guides or contact us with any questions before you order. We are here to help!
Time frame
You have a whole month to make your mind up, as our standard returns period is a generous 30 days from receipt of your items. We extend this period at Christmas and Valentine's Day, with any orders placed from 15th November able to be returned up until 31st January, and any orders placed from 15th January returnable up until 31st March.
Paperwork
Every order contains an enclosed returns form, which makes it simple for us to process returned items. But, if you no longer have your form, don't worry - simply send the items back to us at What Katie Did, Unit 7, The Old Mill, 61 Reading Road, Pangbourne, Berkshire RG8 7HY; including your full name, address and telephone or email address.
Terms and conditions
Until you're sure, don't take your lingerie for a night out on the town! All items must be returned in as-new condition. This means lingerie must be unworn, unwashed, and retain all its labels and tags. Please keep your own briefs on when trying on knickers and panty girdles!
Due to the delicate nature of hosiery, we are unable to exchange or refund any stockings, hold ups or tights once they have been opened. If you have opened your stockings or tights and are not happy with your purchase, please let us know and we will do our best to help.
Please take utmost care when repacking your returned items, to avoid unnecessary damage or creasing.
We are unfortunately unable to issue refunds to a third party, only to the card that was originally used.
As soon as we receive your returned items we will process your request and either credit your account or dispatch a replacement order. In the event of your substitute item being out of stock, we will be in touch. Please see the Shopping Info section for delivery times.
We understand that items can occasionally be lost in the post. Please ensure you obtain a Certificate of Postage (available free from the Post Office) when you post your return, so that we can complete your request in the event of items being going missing. You should keep this certificate in a safe place until you have received your refund or replacement.
Overseas customers
Please return any items promptly, using a prepaid, insured, traceable method; ensuring you mark your package clearly as 'returned goods' to avoid delays at Customs. Please retain your shipping documentation, so that we can still exchange or refund in the unlikely event of items being lost in transit.
Demi-couture and special-order items
Any corset that you can buy directly from our website, boutique or mail order catalogue is able to be refunded or exchanged without question. This applies to all of our standard corsets, even if it's showing as out of stock or 'to order only'. If it is off-the-peg, then it can be returned. However, we cannot accept returns of any special-order items (items that cannot be ordered online).
A demi-couture corset is one that you have requested special amendments to, a trim of a different colour or fabric, for example. Special-order lingerie are generally bras made to order in a size other than those available online. These one-of-a-kind items are made especially for you and cannot be returned for any reason other than a defect (in which case you may choose a full refund or an exchange). We therefore advise you only to order one if you are familiar with the shape and styling of our corsets.
If you have any questions about our returns policy, please contact us.
