Frequently asked questions
Ordering Information Catalyst Latex items are made to order just for you and Chlorinated of course. Our lead time is shown on the home page and at the top of each page. Please check with us if you have a deadline. We also offer made-to-measure for an extra fee, and can explore your custom styles on request.
Shipping Information UK (United Kingdom) Prices shown include 20% VAT. Shipping: Free over £150; £4.95 for orders under £150 (UK Tracked). Timing: All items are made to order. Please add the lead time shown at the top of our website to the courier’s transit time to estimate delivery. European Union & International We do not charge UK VAT at checkout (you’ll see Tax £0.00). At checkout you can choose: DDP - Taxes & duties prepaid: We prepay your country’s import VAT/duties with the carrier. One all-in price; no fees on delivery. Standard - Recipient pays taxes & duties: Lower upfront shipping. Your local courier will collect import VAT/duties on delivery. Timing: Add our lead time (shown at the top of the site) to the transit time for your chosen service. Transit Times (after dispatch) FedEx Priority: ~2–3 working days in transit FedEx Economy: ~3–5 working days in transit Royal Mail International (where offered): varies by destination Tracking & Packaging Every order is tracked; you’ll receive a tracking link when we dispatch. Discreet, secure packaging is included. Our charges cover packing, hand-off to the carrier and the shipping cost itself. Orders over £150.00 will be put into one of our Storage Bags. Import charges are not included unless you select a DDP option at checkout. Shipping Insurance Optional insurance is available at checkout. Free Shipping UK: Free over £150. International: Standard (recipient-pays) shipping may be free over £500 where offered. DDP services are excluded from free-shipping promotions unless stated. Service Availability We may suspend or limit shipping to destinations affected by regional disruptions or where reliable delivery cannot be ensured.
Payment Information We accept Credit Card, Klarna & PayPal payments. For PayPal, don't worry if you don't have an account, you can pay using the PayPal website without signing up. As everything is handmade from scratch especially for you, we wont start making your item until the payment has cleared. If you wish to cancel an order please do this within 14 working days from purchase.
Gift Card Information The code will be e-mailed to the address given as the recipient. If the e-mail does not come through please check your junk mail failing that contact us to resend. We cannot transfer or cancel gift card amounts back into currency. Gift cards are valid for 1 year from purchase date.
Returns & Refund Information At Catalyst Latex, every garment is handmade to order in your chosen size, colour, and finish. Because of the bespoke nature of our work, we cannot accept returns for a refund if you change your mind or select the wrong size or colour. Please read the following carefully before placing your order. Made-to-Order (Standard Sizes & Colours) All garments are made individually once your order is placed. Orders are produced to the standard size and colour options you select at checkout. As each item is custom-made, returns and refunds are not possible if you decide you do not like the colour, fit, or style, or if you selected the wrong size/option when ordering. We recommend checking our size chart carefully and contacting us before ordering if you have any sizing or colour questions. Made-to-Measure (MTM) MTM pieces are created using measurements provided by you. It is your responsibility to ensure measurements are accurate. We cannot accept responsibility for incorrect fit where incorrect measurements have been supplied. MTM garments are considered custom orders and therefore non-returnable and non-refundable. Custom Designs / Special Orders Any custom work (design alterations, non-standard colours, discontinued colours, or entirely bespoke designs) is considered a custom order. These items are made specifically for you and are non-returnable and non-refundable. Faulty Items & Workmanship Guarantee We take great care in producing each garment. In the unlikely event that an item arrives with a manufacturing fault, you must notify us within 7 days of delivery with clear photos of the issue. All garments come with a 90-day workmanship guarantee on seams and bonds. If a genuine manufacturing fault occurs within this period, we will repair or replace the item at no cost once it is returned for assessment. If the same fault recurs after one repair, we may, at our discretion, offer a style swap or store credit. In exceptional circumstances where repair or replacement is not suitable, we may consider a partial or full refund. Damage caused by wear, incorrect care, nails, jewellery, overstretching, solvents, oils, silicone contamination, or failure to follow our latex care instructions is not considered a manufacturing fault. Returns & Repairs Process Contact us for return authorisation before sending any garment back. Items must be returned clean and polish/silicone-free (a light dusting of talc is fine). Garments returned with silicone residue will be sent back unworked or may incur a cleaning fee. Pack the garment securely with your name and return address inside. Once received, we will assess the garment and confirm whether a repair, replacement, or alternative resolution will be provided. Return Shipping & Labels Where a fault is confirmed under our workmanship guarantee, we will provide a prepaid return label or reimburse reasonable return costs. Where a refund is agreed as an exception outside our standard policy, any postage and label costs we have covered may be deducted from the refund. Repair Turnaround Typical in-studio repair time is up to 10 working days from the day we receive the garment. Before return, all repaired garments undergo a full quality check and stretch test. Colour Variation Latex is a natural material and colour can vary slightly between batches from the supplier. Over time, latex colours may shift with wear and exposure to light. We cannot guarantee that new garments will be an exact match to items purchased previously, even if ordered in the same colour name. Hygiene For hygiene reasons, items such as briefs, bodysuits, tights, or any garment with an open crotch cannot be returned under any circumstances unless faulty. Summary No returns or refunds for change of mind, wrong size/colour selection, MTM, or custom orders. Repairs/replacements will only be offered for genuine manufacturing faults reported within 7 days of delivery and covered under our workmanship guarantee for 90 days. Refunds may only be offered in exceptional cases at our discretion. Colour and shade variation is not considered a fault. Garments must be returned clean and free of polish/silicone to be accepted. This policy does not affect your statutory rights.
Chlorination Information What is chlorinated latex? Chlorinated latex the process we put all our clothing through. All our clothing is chlorinated for you (unless you prefer not - just tell us) Chlorination makes the latex permanently smooth and soft. This means: In most cases you won't need talc or lube to get into it You can get dressed quickly and with no fuss or mess. The latex won't stick to itself once it is clean and dry again. You can wear street clothing over chlorinated latex without it dragging You can wear it in bed for example, without it catching You can wear layer upon layer if you wish, with each sliding perfectly over the other The smell and noise are reduced It is more resistant to staining It may have improved shine Many allergy sufferers report NO reaction to chlorinated latex Already own a latex garment you want chlorinating? No problem! We have a form available for you to complete. Please visit our Chlorination page to get started Chlorination disclaimer; By sending your latex for chlorination, you acknowledge that the process may, in rare cases, result in damage, tarnishing of metal, or staining. While we take great care in handling each item, Catalyst cannot be held responsible if such issues occur during the process. Additionally, Catalyst is not liable for any issues that arise during shipping. Customers send their latex at their own risk
Allergy Information Customers that have latex allergies have found that they do not react to Chlorinated latex. While this is excellent news we we would advise any one with a latex allergy to order a sample of chlorinated latex so that they can test this themselves. We would advise caution when testing any such allergic reaction and that some one be with you just incase. Below is a review from one of our customers Having tested a sample of chlorinated latex, Kasey Kupcake said; Word of the street is... I am allergic. It's more than a skin irritation, and less than an anaphylactic reaction. I've always avoided it, ever since a tragic condom incident when I was younger. And then I found Catalyst Latex. They chlorinate their latex, by request, and at no additional charge! This removes most of the allergens and makes it wearable for almost all folx. So my allergy Queens, hit them up for a sample square to be sent to you! I hope it works for you, like it worked for me!
Extra Information What is your current lead time? Our current lead time is shown at the top of every page. Please don't hesitate to contact us if you have a deadline - sometimes we can work magic. What are your standard sizes in measurements? Measure around the fullest part of your bust and hips and around your waist then compare them to the chart - please don't take off any inches for stretch we take that into account for you when we make your garment. If you are unsure of which size to order please contact us, we're more than happy to help you out. Our Standard sizings for Women are; XS - UK Size 8 32" Bust 25" Waist 35" Hip S - UK Size 10 34" Bust 27" Waist 37" Hip M - UK Size 12 36" Bust 29" Waist 39" Hip L - UK Size 14 38" Bust 31" Waist 41" Hip XL - UK Size 16 40" Bust 33" Waist 43" Hip Our Standard sizing for Men are; S - Waist 30" Chest 36" M - Waist 32" Chest 38" L - Waist 34" Chest 40" XL - Waist 36" Chest 42" XXL - Waist 38" Chest 44" XXXL - Waist 40" Chest 46" I'm from a different country what size should I order? XS UK 8 Euro 36 US 4 S UK 10 Euro 38 US 6 M UK 12 Euro 40 US 8 L UK 14 Euro 42 US 10 XL UK 16 Euro 44 US 12 Is each item made to order? Everything you see in our shop is made to order, which means we don't have a stock room full of these items in multiple sizes and colours. This is good news for you! We can make any item to any of our standard sizes for the price shown, we can also make any garment in your specific measurements - we call this Made to Measure. Made to Measure does incur an extra charge so please send us a message if you're interested about finding out more information. Making your garment for you means you can choose not only the size but the colours. If you have a penchant for Pink or a love for Trans Lilac let us know. Some items are available for you to choose colours on the listings, others have more than one colour so we've hand selected the most popular colour combinations. Please, if you don't see your desired colour-way, contact us with your selection from our wide range of stock colours.
Sale Information All sale items are final and non returnable. Only if the wrong item has been received will we refund after receiving back. All the information about each garment is written in the description. More information and images about each sale item may be available on request. Current Sale start and ends dates are specified in emails and social media posts. Discounts cannot be applied to other items and after the end of the sale no discount can be granted for any given reason. There are limited amounts of each item available and each sale item is subject to our current lead time. Catalyst Latex reserves the right to end the sale early or cancel an order if deemed to be fraudulent.
EU Representation AR Experts BV Boeingavenue 201-219 1119 PD Schiphol-Rijk The Netherlands Office: +31 (0)85 0073 210 Email: info@ar-experts.eu Dutch Chamber of Commerce number: 80227872
Referral & Loyalty Programme 10% off a new customer’s first order of £100+ (single use; not stackable; excludes sale items and gift cards). Referrer earns 500 points once the friend’s first order is completed (one reward per friend; points have no cash value). For genuine new customers only, self-referrals, duplicate/fictitious accounts, same person/household or code misuse may be declined. Catalyst Latex may cancel and refund orders, and void or reverse coupons/points, where we reasonably suspect fraud, abuse or a breach of these terms. This does not affect your statutory rights.
Privacy Policy This Privacy Policy explains how [Catalyst Latex Ltd] (“we”, “us”, “our”) collects, uses and shares your personal information when you visit www.catalystlatex.com, make a purchase, contact us, or subscribe to our emails. We comply with the UK GDPR, the Data Protection Act 2018 and PECR. 1) Who we are (Data Controller) Controller: [Catalyst Latex Ltd], registered in [England & Wales], company no. [14706061] Registered address: [20-21 Arches Business Centre, Mill Road, CV21 1QW] Contact: info@CatalystLatex.com 2) Personal data we collect Order & account data: name, email, phone, billing & delivery addresses, items ordered, prices, notes (e.g., delivery instructions). Payment data: last 4 digits/transaction ID and status from our payment providers (we do not see full card numbers). Marketing preferences: your newsletter opt-in/opt-out, opens/clicks. Customer support: messages you send via our contact form, chat, email or social channels. Device & usage data: pages viewed, links clicked, IP address, browser/device info, via cookies and similar tech (see Cookies). Shipping & customs: courier tracking numbers; for international orders, data needed for customs clearance (order value, contents, HS codes; sometimes your email/phone for delivery updates). Fraud prevention: signals from our platform/payment providers to help prevent abuse. 3) Why we use your data & legal bases To provide our services and fulfil your order (create, take payment, manufacture, ship, handle returns). Legal basis: Contract. Customer support and to answer enquiries. Legal basis: Contract / Legitimate interests. Email marketing (welcome code, drops, care tips) where you consent. Legal basis: Consent (you can withdraw anytime). Service improvement, analytics and site security. Legal basis: Legitimate interests. Legal/Tax compliance (invoices, VAT records) and to prevent fraud. Legal basis: Legal obligation / Legitimate interests. Customs & delivery for international shipping, including DDP where selected. Legal basis: Contract. 4) Marketing emails We send marketing emails only if you opt in (e.g., ticking the unticked box in our form). You can unsubscribe at any time via the link in any email or by contacting us. Transactional emails (order confirmations, shipping updates) are not marketing and will still be sent. 5) Cookies & similar technologies We use cookies and similar tech to run the site, remember your cart, measure performance and (if enabled) serve relevant promotions. Essential cookies required for the site and checkout. Analytics (e.g., page performance, popular products). Marketing (e.g., to show or suppress pop-ups). You can manage non-essential cookies via our banner and your browser settings. Some features may not work without cookies. 6) Sharing your data (categories of recipients) We share only what’s necessary with: Our website/app platform: Wix.com Ltd. (hosting, checkout, email tools, forms, chat). Payment providers: e.g., Wix Payments/Stripe, PayPal, Apple/Google Pay (they act as independent controllers for payment data). Couriers & shipping partners: e.g., FedEx, Royal Mail, and their agents. For international deliveries we share data needed for customs clearance. Tax/compliance & shipping apps (if used): to calculate taxes/print compliant labels (e.g., DDP). Email service (Wix Email Marketing) to send subscribed emails. IT/security & analytics providers for site performance, error logs and fraud prevention. Authorities & advisers where required by law, to protect our rights, or for legal claims. We do not sell your personal data. 7) International transfers Some providers may process data outside the UK. Where they do, we rely on adequacy decisions (e.g., EEA) or approved safeguards (such as Standard Contractual Clauses) plus supplementary measures required by UK law. 8) Retention Orders & invoices: generally 6 years for tax/accounting. Customer support: up to 2 years after resolution. Marketing contacts: until you unsubscribe or after 12 months of inactivity, whichever is sooner. Website logs: short periods for security/diagnostics unless needed longer for an investigation. We may keep data longer if required by law or to establish/exercise/defend legal claims. 9) Your rights (UK GDPR) You can: Access your data and receive a copy Correct inaccurate data Delete data (in certain cases) Restrict or object to processing (including direct marketing) Data portability (for information you provided to us) Withdraw consent at any time (for marketing) To exercise rights, email info@catalystlatex.com We’ll respond within one month. You also have the right to complain to the Information Commissioner’s Office (ICO) if you’re unhappy with how we handle your data. We’d appreciate the chance to resolve it first. 10) Security We use administrative, technical and physical safeguards appropriate to our size and services, including TLS encryption, access controls and staff training. No online service can be 100% secure. 11) Children Our site is not intended for children under 18. We don’t knowingly collect their data. If you believe a child has provided data, contact us to delete it. 12) DDP / customs clarification For EU/International orders you can choose DDP (taxes & duties prepaid) or Standard (recipient pays). With DDP, we share order and delivery details with our courier and may pay import taxes/duties on your behalf; the courier may contact you for delivery scheduling. With Standard, your local courier may contact you to collect taxes/duties on delivery. 13) Changes to this policy We may update this policy from time to time. We’ll post the new version here. 14) Contact us Questions about this policy or your data? Email: info@catalystlatex.com