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Frequently Asked Questions - UK Version How do I order a catalogue? We offer our beautiful catalogues at cost, and they can be ordered on-line when you log into your account at KateAspen.com. Look for the “Sales and Marketing Materials” link. Can I use your pictures and descriptions on my site? We offer product descriptions to help you get new products up and running more quickly. You can download a list of product pictures and descriptions under “Tools” on the home page after login. (Web design, logos and other proprietary marks and designs are the sole property of Kate Aspen and as such, are reserved solely for the use of Kate Aspen, and are not included in the approved downloads.) How do I get a price list? Once you are a registered Kate Aspen customer, the price list is available for you to download on the home page after login. Our prices are listed in US Dollars. To protect our retailers, we do not give prices over the phone or via email. How do I update my contact or credit card information? Once you log in, click “Company Profile”. Here you can change your email, phone number, billing and shipping addresses as well as add and delete credit cards. If your popup blocker prevents you from seeing the windows provided for entering your information, you may need to hold down the control key (Ctrl) when you click on “Update Credit Card”, “Add Credit Card” or “Delete Credit Card”. You must complete this process before placing your first order. How do I print an invoice? To print an invoice for your accounting purposes, click “My Orders” under “Tools” on the home page. Click “Print Invoices” and enter either an order number or a date range. How can I get my login information if I’ve lost it? You created your login information at the time of registration, but we can help you rediscover it. Please call us M-F 2PM-11PM GST at 0845 8697543. We will need to verify your information for security purposes. Orders Where do you ship? At this time, we ship to the US, Canada, Australia and UK (England, Wales, Scotland and Northern Ireland).Please note, we charge 50% of product total at the time the order is placed as well as the pre-paid customs charges. The remaining 50% of product total plus the shipping fee will be charged at the time of actual shipment. Do you drop ship? Yes, we can drop ship directly to your customers! We use a “blind” drop ship process so your customers see only your name and contact information. Our drop shipping service is quite unique! You never need to pre-order or stock any inventory from Kate Aspen. All your drop ship orders are free! How much is shipping? We bulk ship all your orders to give you up to 70% savings on your shipping rates! Shipping cost is based on the weight of your purchases and destination. We have worked diligently to provide you, our customer, with a shipping calculator in the shopping cart that can be used 27/4 to provide your customers with a shipping estimate and it is ready! To get a shipping quote, simply enter your order as you normally would. Click the checkout button and "Get Shipping Estimate" option is available at the bottom of the page. Or if you prefer, shipping estimates for one box shipments can be found on this chart Click here. To view our price sheets with the product weights, please click here. How much is customs and VAT? Customs and VAT will be prepaid at the time of shipping. To prepay customs, you pay either a flat fee or a percentage based on the cost of your shipment. For orders under $200, you pay a flat $20.95 rate! For orders over $200, you pay 12% of your total order value (not including shipping). VAT is 17.5% of your order total (including customs & shipping).Who is the Importer of Record?We will be the importer of record for you unless you have a shipment over 400 lbs. If you wish to arrange to be importer of record for large orders, please contact us directly at KateAspen@theaspenbrands.com. You will also pay for your shipping based on the weight of your purchases. Please call for arrangements and rates for orders over 400 lbs.Are there minimums?We require NO MINIMUM ORDER! You read that right. Your customers can order just one of most Kate Aspen products and we will ship it right out (and if an item is sold as a set, you can order just one set). If you haven't been able to offer "samples" before, get ready for an increase in business when satisfied sample customers return to your website to place a large order for a big wedding! Some brides want to see what they're getting before they order 150 or more. That's why we offer "No Minimum Orders" on all our products! How do I place an order? Ordering is easy. Log in, be sure to complete your account information and add your credit card, then place your order on-line and check out! What is the processing time for my order?With consolidation time, you can expect your order to ship within 1-2 weeks. Delivery should take an additional 2-3 days once the order has been processed and shipped. Can I rush my order?Delivery estimate is consolidation time + shipping time = delivery time. Normal processing time to UK is 1-2 weeks plus shipping time. We do not currently offer expedited shipping. We strongly suggest that you place your order allowing ample time for delivery. How do I view and track my orders?You can check your order status 24 hours a day, 7 days a week! While you’re logged in, click on “My Orders” and choose the date range that you would like to view. You can click on either the order number to see the order details, or the tracking number to see the delivery details. You also receive an Automatic Shipment Notification. Whenever an order is shipped out to your customer, you'll receive an email confirmation with a link to the on-line United Parcel Service tracking number.Can I be contacted for out of stock and discontinued products?Absolutely! Simply log in, click “Discontinued Products,” and follow the directions at the top. Use the same process for Out Of Stock items. This allows you to receive weekly email updates on out of stock or discontinued products.Can I change an existing order?We will try our best to make any necessary changes. Please call us M-F 2PM-11PM GST at 0845 8697543 as soon as you are aware of a change, so that we may work to make changes as quickly as possible without any additional charges. Once an order is in process, it cannot be altered.Can I cancel an order?If you need to cancel an order, we will try our best to accommodate your request before the order is shipped. Please call us M-F 2PM-11PM GST at 0845 8697543 as soon as you are aware of the need to cancel, so that we can handle the request as soon possible without any additional charges. Once a personalised order is in process or a non-personalised order has been assigned a tracking number, it cannot be canceled. Do you offer personalised items?We offer a wide range of personalised favors and gifts for your special event. Check out our personalised favors category on-line. Make your day extra special by adding our custom personalised tags to any favor! At this time, we cannot offer personalised glassware overseas. Please see individual product descriptions for details. Shipping & returnsWhat are my shipping options?To offer the most competitive pricing possible to our customers, we work with FedEx to ship consolidated pallets to international destinations. Presently we do not offer any other options for international customers. Consolidation takes 1-2 weeks and you can expect the package to deliver 2-3 days after shipping.Do I have to sign for the delivery?We know how busy brides are getting ready for their big day! Therefore, we deliver your order without requiring a signature. Lost or stolen package claims will need to be filed and approved with FedEx before a replacement can be sent.What is your return policy?Our no minimums ordering policy enables you to buy samples before purchasing for your event. We find that this minimises the need to return products. In compliance with DSR200 we will accept cancellations and returns within seven (7) days of your receipt of your order. If you do decide to return a product, you will be responsible for all shipping charges and we will be happy to refund you the purchase price paid, minus duties, shipping or any other charges incurred on your behalf. Due to the nature of these products (i.e. cannot be resold) personalised and edible products may not be returned. Defective or damaged products require prior authorization from us before any credit will be applied to your account. CONTACT US Any questions? Just call 0845 8697543 M-F 2PM-11PM GST. Or email: KateAspen@theaspenbrands.com. Or jot down your question (or comment). Click here.Rest assured that we'll get back to you within 24 business hours Monday -Friday! Thank you for visiting Kate Aspen. We look forward to contributing to your online success!
Frequently Asked Questions - UK Version
How do I order a catalogue? We offer our beautiful catalogues at cost, and they can be ordered on-line when you log into your account at KateAspen.com. Look for the “Sales and Marketing Materials” link. Can I use your pictures and descriptions on my site? We offer product descriptions to help you get new products up and running more quickly. You can download a list of product pictures and descriptions under “Tools” on the home page after login. (Web design, logos and other proprietary marks and designs are the sole property of Kate Aspen and as such, are reserved solely for the use of Kate Aspen, and are not included in the approved downloads.) How do I get a price list? Once you are a registered Kate Aspen customer, the price list is available for you to download on the home page after login. Our prices are listed in US Dollars. To protect our retailers, we do not give prices over the phone or via email. How do I update my contact or credit card information? Once you log in, click “Company Profile”. Here you can change your email, phone number, billing and shipping addresses as well as add and delete credit cards. If your popup blocker prevents you from seeing the windows provided for entering your information, you may need to hold down the control key (Ctrl) when you click on “Update Credit Card”, “Add Credit Card” or “Delete Credit Card”. You must complete this process before placing your first order. How do I print an invoice? To print an invoice for your accounting purposes, click “My Orders” under “Tools” on the home page. Click “Print Invoices” and enter either an order number or a date range. How can I get my login information if I’ve lost it? You created your login information at the time of registration, but we can help you rediscover it. Please call us M-F 2PM-11PM GST at 0845 8697543. We will need to verify your information for security purposes. Orders Where do you ship? At this time, we ship to the US, Canada, Australia and UK (England, Wales, Scotland and Northern Ireland).Please note, we charge 50% of product total at the time the order is placed as well as the pre-paid customs charges. The remaining 50% of product total plus the shipping fee will be charged at the time of actual shipment.
Do you drop ship? Yes, we can drop ship directly to your customers! We use a “blind” drop ship process so your customers see only your name and contact information. Our drop shipping service is quite unique! You never need to pre-order or stock any inventory from Kate Aspen. All your drop ship orders are free! How much is shipping? We bulk ship all your orders to give you up to 70% savings on your shipping rates! Shipping cost is based on the weight of your purchases and destination. We have worked diligently to provide you, our customer, with a shipping calculator in the shopping cart that can be used 27/4 to provide your customers with a shipping estimate and it is ready! To get a shipping quote, simply enter your order as you normally would. Click the checkout button and "Get Shipping Estimate" option is available at the bottom of the page. Or if you prefer, shipping estimates for one box shipments can be found on this chart Click here. To view our price sheets with the product weights, please click here. How much is customs and VAT? Customs and VAT will be prepaid at the time of shipping. To prepay customs, you pay either a flat fee or a percentage based on the cost of your shipment. For orders under $200, you pay a flat $20.95 rate! For orders over $200, you pay 12% of your total order value (not including shipping). VAT is 17.5% of your order total (including customs & shipping).Who is the Importer of Record?We will be the importer of record for you unless you have a shipment over 400 lbs. If you wish to arrange to be importer of record for large orders, please contact us directly at KateAspen@theaspenbrands.com. You will also pay for your shipping based on the weight of your purchases. Please call for arrangements and rates for orders over 400 lbs.Are there minimums?We require NO MINIMUM ORDER! You read that right. Your customers can order just one of most Kate Aspen products and we will ship it right out (and if an item is sold as a set, you can order just one set). If you haven't been able to offer "samples" before, get ready for an increase in business when satisfied sample customers return to your website to place a large order for a big wedding! Some brides want to see what they're getting before they order 150 or more. That's why we offer "No Minimum Orders" on all our products! How do I place an order? Ordering is easy. Log in, be sure to complete your account information and add your credit card, then place your order on-line and check out! What is the processing time for my order?With consolidation time, you can expect your order to ship within 1-2 weeks. Delivery should take an additional 2-3 days once the order has been processed and shipped.
Can I rush my order?Delivery estimate is consolidation time + shipping time = delivery time. Normal processing time to UK is 1-2 weeks plus shipping time. We do not currently offer expedited shipping. We strongly suggest that you place your order allowing ample time for delivery. How do I view and track my orders?You can check your order status 24 hours a day, 7 days a week! While you’re logged in, click on “My Orders” and choose the date range that you would like to view. You can click on either the order number to see the order details, or the tracking number to see the delivery details. You also receive an Automatic Shipment Notification. Whenever an order is shipped out to your customer, you'll receive an email confirmation with a link to the on-line United Parcel Service tracking number.Can I be contacted for out of stock and discontinued products?Absolutely! Simply log in, click “Discontinued Products,” and follow the directions at the top. Use the same process for Out Of Stock items. This allows you to receive weekly email updates on out of stock or discontinued products.Can I change an existing order?We will try our best to make any necessary changes. Please call us M-F 2PM-11PM GST at 0845 8697543 as soon as you are aware of a change, so that we may work to make changes as quickly as possible without any additional charges. Once an order is in process, it cannot be altered.Can I cancel an order?If you need to cancel an order, we will try our best to accommodate your request before the order is shipped. Please call us M-F 2PM-11PM GST at 0845 8697543 as soon as you are aware of the need to cancel, so that we can handle the request as soon possible without any additional charges. Once a personalised order is in process or a non-personalised order has been assigned a tracking number, it cannot be canceled. Do you offer personalised items?We offer a wide range of personalised favors and gifts for your special event. Check out our personalised favors category on-line. Make your day extra special by adding our custom personalised tags to any favor! At this time, we cannot offer personalised glassware overseas. Please see individual product descriptions for details. Shipping & returnsWhat are my shipping options?To offer the most competitive pricing possible to our customers, we work with FedEx to ship consolidated pallets to international destinations. Presently we do not offer any other options for international customers. Consolidation takes 1-2 weeks and you can expect the package to deliver 2-3 days after shipping.Do I have to sign for the delivery?We know how busy brides are getting ready for their big day! Therefore, we deliver your order without requiring a signature. Lost or stolen package claims will need to be filed and approved with FedEx before a replacement can be sent.What is your return policy?Our no minimums ordering policy enables you to buy samples before purchasing for your event. We find that this minimises the need to return products. In compliance with DSR200 we will accept cancellations and returns within seven (7) days of your receipt of your order. If you do decide to return a product, you will be responsible for all shipping charges and we will be happy to refund you the purchase price paid, minus duties, shipping or any other charges incurred on your behalf. Due to the nature of these products (i.e. cannot be resold) personalised and edible products may not be returned. Defective or damaged products require prior authorization from us before any credit will be applied to your account. CONTACT US
Any questions? Just call 0845 8697543 M-F 2PM-11PM GST. Or email: KateAspen@theaspenbrands.com. Or jot down your question (or comment). Click here.Rest assured that we'll get back to you within 24 business hours Monday -Friday! Thank you for visiting Kate Aspen. We look forward to contributing to your online success!
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