Please see below for the most commonly asked questions relating to orders. If your question is not answered below, please contact customer care.

Orders placed on katepade.com

If you have questions or are experiencing an issue with an order placed on www.katespade.com prior to 28/08/19 that shipped to Australia, please contact our u.s. customer care at customer_care@katespade.com or call +1 866-999-5283. please note katespade.com.au does not accept returns or exchanges for items purchased on katespade.com

Already have an account on katespade.com?

If you previously created an account on katespade.com you will no longer be able to access your details. But don’t worry, you can create a new account here.

Can i place my order over the phone?

Unfortunately, this is not available for online or in store purchases. All purchases are only accepted online and in store.

What forms of payment are accepted?

We currently accept orders using: Visa, Mastercard, American Express, Paypal and Afterpay.

Can i add, change or delete an item in my order after it’s completed?

We begin processing your order as soon as it's placed so that we can get it to you as quickly as possible. Because of this, we cannot cancel orders after they've been placed. If you would like to change your order after it has been received, we offer free returns, within the terms of our returns policy.

How will i know my online order was received?

Once you place an order with us, we will provide you with an order confirmation email. in addition, we will send you an email once your purchase has been dispatched. If you do not receive your confirmation information within 24 hours, please feel free to contact customer care, to confirm that we have received your order.

What happens if my items are not available?

We are committed to providing exceptional customer service and quality products. We endeavour to ensure that all products listed on our website are currently in stock and pricing is true and correct. In the unlikely event that an item ordered is not available or we are unable to fulfil your order, we will notify you within 24 hours to arrange a backorder or a full refund.

I received damage or defective items, what do i do?

In the case of items damaged during shipment, please immediately contact our customer care department at 1800 577 233. We will work with you to replace your item as fast as we can. If we are able to locate a replacement, we will send it to you at no charge to you, and will ask you to return the damaged/defective item to us using our free return service.

What if i have a question about my online order?

If you have questions about your order, please feel free to contact customer care. You can also email us online@katespade.com.au, or call us on 1800 577 233.

Please see below for the most commonly asked questions relating to orders. if your question is not answered below, please contact customer care.

What are the shipping costs?

katespade.com.au is pleased to offer free standard shipping on all orders within Australia.

We also offer free express shipping on all orders over $400 or priced at $10 for orders under $400.

How long will my order take?

Express orders will be delivered within 1-3 business days.

Orders shipped via standard post will be delivered within 3-5 business days (from dispatch confirmation for all orders, provided by Australia Post). for WA, Far North QLD, NT and remote country areas please allow an extra 2-3 days for delivery. Please review our shipping policy for more information.

How do i track my order?

You can track your order status by entering the tracking number supplied in your shipping confirmation email as well as in your order history on katespade.com.au

Do you ship to P.O BOX addresses?

Yes, we ship to P.O BOX addresses.

Do you ship internationally?

katespade.com.au ships items to addresses within Australia only.

Please see below for the most commonly asked questions relating to orders. If your question is not answered below, please contact customer care.

Can I return my online order to a store? If so which one?

Yes, you are welcome to return or exchange the product purchased online in all stores.

How long do I have to return any item I do not want / like?

We seek the complete satisfaction of our customers. in the event that you find your purchase unsuitable, we are pleased to offer you a full refund on your online order under the following conditions:

• Purchases must be returned within 30 days of placing your order
• Merchandise must be in unused, unworn condition with all original labels, product swing tags and packaging attached
• For hygiene reasons earrings and hosiery cannot be refunded for change of mind
• Customised items cannot be returned

If the returned merchandise does not meet the criteria above, the refund will be declined and the products will be returned to you. If you wish to return your online order, simply follow the instructions below:

1. Contact our team within 30 days of placing your order via email at online@katespade.com.au, or call us on 1800 577 233 or submit a contact form.
2. You will receive an email from our team within two business days confirming the refund with the return postage label attached
3. Print your return postage label and take this with the good(s) being returned in its original packaging to Australia Post

I purchased faulty product/s from a third party. Can you please refund me?

Unfortunately we are only able to provide exchanges or refunds for items that are purchased through katespade.com.au or in one of our kate spade stores. if you purchase product through a third party, you will need to contact their customer service team.

Can I return a sale item for a refund or exchange?

Yes you can, please review our returns policy and then request a return to arrange a return.

How do I care for my Kate Spade product?

Please visit our product care section for detailed information on how to care for your Kate Spade purchase

Is my Kate Spade product covered by a warranty?

Kate Spade product is covered by warranties as detailed in the product warranty section.

What is Afterpay?

Afterpay is a buy now, pay later platform that lets you pay for your items in 4 instalments over 6 weeks, interest free. For more information, visit the Afterpay website. 

Late fees, eligibility criteria and T&Cs apply. Afterpay Australia Pty Ltd Australian Credit Licence 527911.

Can I Initiate a Refund or Return for an Order Paid Through Afterpay or Zip Pay?

Absolutely. If you've used Afterpay or Zip as your payment method at checkout, you're still eligible for our standard refund and return process. Simply follow our regular guidelines for initiating a refund or return. Please note however, that these payment methods can only be returned using our online return process and can not be returned in our retail or outlet stores.

What Happens If I Require a Refund and Paid Using Afterpay?

Items purchased with Afterpay can be returned for a refund, subject to our Returns Policy. Returns or refunds will be processed and Afterpay will be advised. Your payment plan will then be adjusted to reflect the new total order value. If you have already made a payment, this will be refunded to you via Afterpay.

Will My Installment Plan Be Adjusted If I Return Items?

Yes, it will. When you return items, the refund amount will be applied to your order and, if necessary, the installment plan with Afterpay, Zip, will be adjusted to reflect the new total. This ensures that you're only billed for what you've kept.

Are There Any Differences in the Return Period for Orders Using These Payment Methods?

No, the return period remains the same for all orders, regardless of the payment method. Our standard return policy applies equally to purchases made through Afterpay/Zip Pay.

What If I've Already Made Some Payments but Want to Return Part of My Order?

If you've already made payments on your order and wish to return only a portion of it, the refund will be processed for the returned items, and your installment plan with Afterpay, Zip, will be adjusted accordingly. You'll continue with the remaining instalments based on the adjusted order total.

How Soon Will I Receive My Refund for a Return Made Through These Payment Providers?

Once we receive and process your returned items, we will initiate the refund within our standard processing time. Afterpay, Zip Pay will then adjust your installment plan, if applicable, to reflect the updated order total. Our standard refund processing timeframe for all payment methods is 3-5 business days from the date of processing your return. For any additional questions or concerns, feel free to contact our customer support team. We're here to assist you throughout the process and ensure a seamless experience with your refund or return, regardless of the payment method used.

Paypal is a safe way to pay faster online without entering credit or debit card details each time.

Why Paypal?

• Safer - Paypal keeps your financial information securely encrypted so you can pay online with confidence.
• Flexible - Link all your cards and bank accounts and choose which one to use at checkout.
• Convenient - Pay with Paypal on millions of sites on your computer or mobile, an in apps.
• Protected - You can be refunded with Buyer Protection.

For more information, visit the Paypal Website

Choose Zip at checkout and own the way you pay. Repayments from as little as $10 a week. No upfront payments. Interest free always.

How it works:

1. Apply for a Zip account in seconds at zip.co/apply
2. Add item(s) to your basket and select Zip as your payment method at checkout.
3. Complete your checkout and pay nothing today. Choose how you pay - weekly, fortnightly or monthly.

Available to Australia customers and shipping addresses only. Learn More

When using Apple Pay, the payment method may automatically apply saved address details from your Apple Wallet, which can override the information you entered during checkout. This can result in shipping or billing addresses being incorrect. To avoid this, please double check all address fields before confirming your order, especially if you've recently updated your Apple Pay or shipping information.

How do i use my e-gift card?

Enter your e-gift card number in the payment section provided at the checkout when you are ready to make your purchase.

• Upon receiving a kate spade e-gift card via email you will be presented with an e-gift card number that can be redeemed online.
• Proceed to the checkout page.
• When you reach the payment section, you will be prompted to enter your e-Gift Card number and pin.
• Enter both in their designated field to redeem your balance.
• If the items purchased total less than the e-gift card amount, the remaining funds will remain on the e-gift card to use on your next purchase, if the items purchased exceed the e-gift card amount the remaining value must be paid by card in order to complete the order.
• Gift cards take up to 4 hours to be delivered to your preferred email address.
• Items bought using e-gift cards can be returned or exchanged but not refunded, only additional monies paid over and above the e-gift card will be refunded and a new e-gift card will be issued or funds allocated to your existing e-gift card applied.

For more information please see e-gift card terms

Will My Purchase Arrive Gift Wrapped

• Most specialty items are wrapped in signature Kate Spade New York tissue paper, sealed with a sticker, and packaged in a multi-coloured Kate Spade New York gift box.
• Hanging Specialty apparel comes in a Kate Spade New York garment bag.
• Outlet items are not gift wrapped and come in a Kate Spade New York dust bag.

Contact us

Need help? Call us at 1800 577 233 (Monday to Friday 9am - 5pm, excluding public holidays) or email online@katespade.com.au