FAQ

Kate & Kate take customer care very seriously, so if you need any assistance regarding our products or would like to provide feedback in relation to your Kate & Kate experience, please contact us directly on [email protected].

By placing an order with us, you are deemed to have read, understood & agreed to our terms & conditions.

Enjoy, with big love.

CAN I CANCEL MY KATE & KATE ORDER?

If you’ve changed your mind and decided you don’t want to follow through with your Kate & Kate order, please email us at [email protected] immediately. If your order has not yet been shipped, we will put a stop to it and refund your payment in full. Please note, the order should not be deemed cancelled until you receive an email confirming as such. If your order has been shipped, it is up to you to return the order to us in new condition, tags on and in its original packaging – please include a copy of your invoice with the return.

We do not cover postage costs for cancellations or returns.

Once we have received and inspected the goods, we will refund your payment in full.

CAN I RETURN AN ITEM FROM MY KATE & KATE ORDER IF I’VE CHANGED MY MIND?

If you change your mind or are not happy with your Kate & Kate delivery, you are welcome to return any of our items within seven days of receipt.

Please email us at [email protected] to arrange this.

It is up to you to return the order to us in new condition, tags on and in its original packaging – please include a copy of your invoice with the return.

We do not cover postage costs for cancellations or returns.

Once we have received and inspected the goods, we will organise an exchange, credit note or refund your payment in full.

Please note, there are no exchanges, credit notes or refunds on sale items.

WHAT DO I DO IF ONE OF MY KATE & KATE ITEMS IS DAMAGED?

We will hand check all orders before delivery, however, if your item arrives faulty or damaged, please email us at [email protected] within seven days of receipt to discuss options.

We are unable to accept returns on items after seven days.

CAN I ADD ANOTHER ITEM ONTO MY ORDER ONCE IT HAS BEEN PLACED?

Sorry, but we are unable to add items to your order once it has been processed.

HOW DO I KNOW YOUR PRODUCTS ARE IN STOCK?

We will make it very clear if you are placing a ‘pre-order’ (in which case, an estimated delivery date would be supplied) or if the item is in stock (which would be a normal order).

In the extremely rare instance that you place and order and there is an issue with that item being out of stock, we will contact you directly to discuss options.

IS YOUR WEBSITE SECURE?

We go above and beyond to ensure our website and payment methods are as secure as possible. We do not hold or store any credit card details following the placement of orders.

WHAT IS YOUR SHIPPING POLICY?

Please see SHIPPING POLICY for further information on domestic and international shipping.

WHAT IS YOUR PRIVACY POLICY?

Please see PRIVACY POLICY for further information on our privacy policy.

CAN I CONTACT YOU BY PHONE?

It’s best for you to use our contact form or listed email addresses for all correspondence. We promise to reply to you quickly!

FURTHER RESOLUTION

In the event of a more serious matter that cannot be resolved through standard channels, please state the situation in writing and address it to Kate & Kate, C1, 28 Rogers Street, Port Melbourne Victoria 3207.

$15 OFF YOUR FIRST ORDER

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