FREE SHIPPING ON ORDERS OVER $200 WITHIN AUSTRALIA

product care & warranties


product care


handbags & small goods

  • classic nylon: a damp cloth and mild soap should work to remove most dirt and stains simply by wiping. once the dirt has been lifted, be sure to wipe down the entire bag quickly in order to avoid getting water spots on the fabric. never immerse your fabric handbag in water since it will delaminate the inner lining causing it to pucker. leather trim can also erode when immersed in water.
  • fabric: each fabric used in the design of kate spade handbags is carefully selected for its color, texture, durability, and beauty. please treat these fabrics with care to extend the life of your bag. we recommend warm water and mild soap on a clean cloth for removing most common stains. please be certain to thoroughly test an inconspicuous area prior to actual stain removal to avoid uncontrollable variations in material reaction. evening bags should be treated with extra special care as delicate fabrics should only be cleaned by dry cleaning specialists. never immerse your fabric handbag in water since it will delaminate the inner lining causing it to pucker. leather trim can also erode when immersed in water.
  • straw: our fabric and straw handbags are considered seasonal and do tend to wear more quickly. please refer to the care tag enclosed to help you keep it in tip-top condition. we suggest stowing your handbag away from direct sunlight and heat, stuffed with tissue and stored in its dust bag when not in use. try to avoid crowding your handbag when it is in storage to help maintain its shape, and to prevent delicate straws from breaking.
  • leather care: the leather used in the design of kate spade handbags is specially chosen from the finest tanneries in italy and asia. most of our leathers have been treated and are water and scratch resistant. should your handbag become wet, wipe gently dry with a soft cloth. for regular cleaning, a damp cloth and mild leather cream may be applied.

shoes

  • always store your footwear away from light and heat and protect them from rain and humidity.
  • leather: depending on the type of leather, specific sprays or creams can be used but we do not recommend any particular brands. customers should consult a local shoe repair shop or technician. however, most leathers, wiping (without undue pressure) with a dry cloth is sufficient.
  • suede requires specific sprays to clean and protect a soft (suede) brush is enough to eliminate dust or dirt.

watches

  • material: kate spade new york watches are made of 100% solid stainless steel. stainless steel is hypoallergenic and a most durable material.
  • battery life: the battery in your kate spade new york watch should last approximately 2 years. when the battery expires, replace it as soon as possible to prevent any malfunction.
  • how to change the battery: it is highly recommended to visit an authorized service center to service your watch battery change. only these centers have the proper pressuring machine(s) to seal your watch caseback appropriately after changing the battery. this is the best way to guarantee that both your water resistance and warranty are upheld.

frequently asked questions:

  • how can i replace the battery in my watch? in order to maintain the original pressure for water resistance, it is recommended that you do not attempt to change the watch battery yourself. doing so may reduce your water resistance and void your warranty. going to an unauthorized watch dealer may also void your warranty if changes are made. it is recommended to have your battery changed by a local authorized dealer or send your watch to parsec enterprises, authorized service center.
  • can i adjust my metal watchband? for all metal bracelets, special tools are required for proper removal of links to avoid damage to the pins that hold the links together. it is recommended that you visit your local jewelry and/or watch store to adjust your bracelet.
  • how can i open my bangle watch? to open, gently press down on the pointed tip of the spade with your finger until it unclasps. alternatively, you can unlock the bracelet by popping it apart with your nail at the bottom of the spade.

wearable tech

general set-up & app

  • how do i download the app? ios: go to the app store, write the brand name in the search command, select the app and tap “get”. wait for the app to download on your phone. android: go to the google play store, write the brand name in the search command, select the app and tap “install”. wait for the app to download on your phone.
  • how do i set up my activity tracker? download the app and follow the account set-up instructions. install battery/batteries as instructed in the quick start guide or reference "how do i install/replace the battery?" you are now ready to pair the tracker to your phone.
  • how can i tell if the activity tracker is on? tap the tracker twice. the light will blink to let you know it is working. if the light does not blink, reinstall your batteries and try again.
  • how can i sign up for an account to use the app? you can sign up using your email address, facebook account, or google account.
  • why do i need to give my birthday information? your age informs our activity algorithms (steps, calories, etc.) and makes them more accurate.
  • do i need to plug in my activity tracker to my phone to sync the data with the app? no, all device data and information wirelessly syncs with the smartphone app via bluetooth technology.
  • do i need to plug in my activity tracker to my phone to sync the data with the app? download the app and follow the account set-up instructions. install battery/batteries as instructed in the quick start guide or reference "how do i install/replace the battery?" you are now ready to pair the tracker to your phone.
  • how can i uninstall the app? ios: press and hold on the app icon until an “x” appears on the upper left corner of the icon. tap on the “x.” android: uninstall the app by going to apps. press and hold on the app and drag it to the uninstall icon.
  • can i turn off my activity tracker? there is no on or off switch on the tracker. to completely power off the device, remove the batteries following the instructions in "how do i install/replace the battery?"
  • what do the different led light patterns mean when i double tap the device? the led light will indicate your activity progress to you goal.
    • 1 blink = 0-25%
    • 2 blinks = 25-50%
    • 3 blinks = 50-75%
    • 4 blinks = 75-99%
    • 5 blinks fast = 100%
  • do i need to plug in my activity tracker to my phone to sync the data with the app? no, all device data and information wirelessly syncs with the smartphone app via bluetooth technology.

pairing/syncing

  • how do i pair my activity tracker to my phone? install batteries and check if the device is on by double tapping. you will see led lights flash if it works correctly. download the app, set up an account, and follow the prompts to add a new device to your account. in the app, select which device you have to start pairing. accept the bluetooth pairing request by selecting “pair.” you will then see a confirmation screen. you may have to update the firmware. if so, tap “update” and wait for the update to go through.
  • why can't i pair my activity tracker to my phone? it could be one of the following reasons
    • you have not downloaded and installed the app. follow the instructions in “general set-up & app."
    • you have not installed the battery or batteries. follow the instructions in "how do i install/replace the battery?"
    • your activity tracker's battery/batteries are low. follow the instructions in "how will i know when the battery is low or needs to be replaced?"
    • your activity tracker may not be close enough to your phone. move your activity tracker closer to your phone.
    • bluetooth may be disabled on the phone. the app will notify you that bluetooth is not on and will ask to turn it on. try enabling bluetooth on your phone using the phone’s bluetooth settings. if it is already enabled, try turning bluetooth off and on.
    • your activity tracker may need to be unpaired and then, reconnected to the phone. follow the instructions on “how do i re-pair the same activity tracker with the app?”
    • the device might be sleeping" from lack of activity. double tap the device to ""wake it up."" this will allow the phone to connect again.
  • how do i unpair my activity tracker from my phone? open the app. from the app’s main menu, open the device settings. disconnect the activity tracker from the app. then, go to the phone’s bluetooth settings and forget or unpair the activity tracker.
  • how do i re-pair the same activity tracker with the app? if you haven’t unpaired your activity tracker, follow the steps on “how do i unpair my activity tracker from my phone?” to re-pair, follow the steps on "how do i pair my activity tracker to my phone?"
  • how far away can my activity tracker be from my phone and still be connected to bluetooth? the phone and activity tracker can be up to about 10 meters (30 feet) apart with no walls, doors, or other obstacles between them.
  • how many activity trackers or devices can i pair with the app? nyou can pair as many devices to the app as you would like but only one device can be active and connected at a time.
  • how do i pair additional activity trackers or wearables with the app? open the app. from the app’s main menu, click "my devices." tap the “+” sign at the bottom of the screen. follow the steps on “how do i set up my activity tracker?" note that only one activity tracker or device can be active and connected at a time.
  • how do i toggle between paired devices? open the app. from the app’s main menu, click "my devices" and select the one you want to use. note that only one activity tracker or device can be active and connected at a time.
  • why will my paired activity tracker not sync? it could be one of the following reasons:
    • the activity tracker may be disconnecting if moved outside of the phone’s bluetooth range. bluetooth range is 10 meters (30 feet) if there are no doors, walls, or other obstacles between the phone and the activity tracker. bluetooth may be disabled on the phone. the app battery will notify you that bluetooth is not on and will ask to turn it on. try enabling bluetooth on your phone using the phone’s bluetooth settings. if it is already enabled, try turning bluetooth off and on.
    • if within bluetooth range of the phone and activity tracker still will not sync, the activity tracker battery or batteries might be low. follow the instructions in ""how do i install/replace the battery"" to replace your battery.
    • if your activity tracker keeps disconnecting after replacing the battery and while still within bluetooth range of the phone, try turning bluetooth on and off.
    • if your activity tracker still disconnects, try the steps found in how do i re-pair the same activity tracker with the app?
    • if none of these suggestions work, contact customer care katespadenewyorkconnected@wearablessupport.com

battery

  • how do i install/replace the battery? battery installation may vary by model. depending on model, simply twist the top off with your fingers or a coin will allow access to the battery compartment. insert the battery following the positive/negative directions into the battery compartment. replace the top. refer to the quick start guide provided.
  • how long will my battery last? battery life will vary based on how frequently you interact with the device. overall, you should get approximately 4 months of usage before you need to replace the battery.
  • how will i know when the battery is low or needs to be replaced? the app will prompt you if your battery is low and needs to be replaced. if the app has not prompted you yet, your battery is within the acceptable range for use.

features

  • is my activity tracker water and/or dust proof? the module is both splash and dust resistant but we do not recommend submerging in water. additionally, materials on the trackers straps, such as leather, may react poorly to water and dust.
  • does my activity tracker have a display, microphone, and/or speaker? it does not have a display, microphone, or speaker.
  • does my activity tracker have gps? it does not have gps.
  • does my activity tracker have an alarm? it does not have an alarm.

activity tracking

  • what type of activity data does my device track? your devices tracks both activity (steps, calories, and distance) and sleep (awake, light, and restful). additionally, the app lets you track progress towards a personal goal like drinking water or exercising.
  • how do i navigate between my daily and weekly views? from the daily view, pull down the screen to see your weekly view. to return to weekly view, swipe up from the bottom of the screen.
  • how can i view my activity history? swipe the screen from left to right to see your activity history in the daily and weekly views. you can see up to 14 days of history.
  • how can i access my activity settings or update my step goal? from the daily or weekly views, tap on the 3 dots in the top right corner of the screen and select "change my step goal."
  • how do i update my height or weight? to update your height or weight, tap the 3 lines in the top left corner in your app to access the navigation menu. select the gear icon in the upper right of the expanded screen to access your settings. select “height” or "weight", scroll up and down to select the right number, and tap “done” to confirm.
  • how can i change the units of measurement? to change the units system, go into your activity settings and tap on “units” to select either us or metric system.
  • what activities are best suited for my device? this activity tracker is best suited to capture steps when walking, running, and similar activities throughout your day. the device is only splash proof so swimming is not a recommended activity.
  • my steps/activity data does not seem to be tracking in the app. how can i fix that? make sure you have been through the activity onboarding and set up for tracking. next, ensure that your device's battery is not dead and that it is syncing to the app. to sync, go into your activity screen and pull down on the activity wheel to start the syncing process.
  • my steps/activity tracking data does not seem accurate in the app. why? it could be one of the following reasons:
    • make sure you have been through the activity onboarding and set up your tracking.
    • make sure your device's battery is not dead and that it is syncing to the app.
    • make sure the device is snug to your wrist.
    • the device only tracks walking, running, and biking (but not stationary biking). if you hold something in the same hand as the device while walking, it might not count all steps accurately.
    • the device might be in recovery mode. if so, tracking and notifications will not work. you will need to do a firmware update to get things back to normal again.
    • we use sensors and a complex algorithm to determine when someone has taken a step. we believe our algorithm is an accurate representation of actual movement and ignores false movement like simply moving your arm.
  • why don't i see any calories counted? you cannot see calorie metrics until height and weight are set. to update, see "how do i update my height or weight?
  • does my activity tracker monitor my heart rate? no, it does not monitor heart rate.
  • how do i check my activity progress? open the app to view your activity progress or simply double tap your activity tracker device with your finger. the led light will indicate your progress.
    • 1 blink = 0-25%
    • 2 blinks = 25-50%
    • 3 blinks = 50-75%
    • 4 blinks = 75-99%
    • 5 blinks fast = 100%
  • if i don't sync my tracker, will i lose my activity data? your activity tracker can store data for 20 days between syncs.
  • can i manually log activity or exercise? you can manually log or update your sleep data. however, you cannot manually log physical activities.

3rd party integration activity

  • can i send my activity data to other apps? yes, you can send your fitness app to up by jawbone, under armour record, apple health and google fit.
  • can i send my activity data from other apps to app? ino, you can only export your data to other apps (not import data).
  • why is my step number different in the app than in other tracking apps i use? we use sensors and a complex algorithm to determine your step count. each app has a different algorithm that causes variations between data.

sleep

  • can i send my sleep data to other apps? no, you cannot send your sleep data to other apps.
  • can i import my sleep data from other apps? no, you cannot receive any sleep data from other apps.
  • why is my sleep data different in the app than in other tracking apps i use? we use sensors and a complex algorithm to determine your sleep data. each app has a different algorithm that causes variations between data.

sleep tracking

  • what type of sleep activity is being tracked? nwhat type of sleep activity is being tracked?
  • how do i navigate between daily and weekly views? from the daily view, pull down the screen to see your weekly view. to return to weekly view, swipe up from the bottom of the screen.
  • how can i view my sleep history? swipe the screen to the right to see your activity history in the daily and weekly views. you can see up to 14 days of history.
  • my sleep data does not seem to be tracking in the app. how can i fix that? make sure you have been through sleep onboarding to set up your tracking. next, ensure your device is on, charged, and connected to the app. to sync, go into your activity screen and pull down on the activity wheel to start the syncing process.
  • my sleep data does not seem accurate in the app. why? sit could be one of the following reasons:
    • make sure you have been through sleep onboarding and set up your tracking.
    • make sure your device is on and charged and connected to the app.
    • you can manually edit your sleep data if you still believe the start or end times are incorrect.
  • how can i edit my sleep log? to edit an existing record, go to the sleep section in the app and press the 3 dots in the upper right hand corner. in the menu, click "edit sleep data." this will allow you to manually change your start or end time for an existing record. to manually add a sleep session, select "add a sleep session" in the middle of the screen for any night that has no sleep data recorded.
  • do i need to press a button or take action to start tracking my sleep? no, your activity tracker will automatically track your sleep so you don't need to take action to enter or exit sleep mode.

link

  • what is link? link allows you to control phone settings by triple tapping your activity tracker. within the app, you can choose to activate one of the following settings:
    • ring my phone - find your phone by making it ring
    • take a photo - take a picture or selfie
    • control my music - play/pause, go to the next song, or go to the previous song- goal tracking - track your progress towards a set goal
  • how can i change what setting my link controls? tap the three lines in the upper left of the app to open the navigation menu. in the navigation menu, select link which brings you to the link section. this will show you a menu of options to choose from which you can enable by selecting the option you would like. you can also turn off the functionality entirely by toggling the button at the top right hand of the link menu.

account & device settings

  • how can i access the settings menu? nto access settings, select the 3 lines in the upper left of the app to open the navigation menu. tap the gear in the top right corner. in your settings menu, you can access settings for your account, activity, and sleep.
  • how can i edit my name? to edit your first or last name, go to settings and click "my profile." tap on your first and/or last name and use the keyboard to edit. tap “done” to save.
  • how can i edit my email? to edit your email, go to settings and click "my profile." tap on your email and use the keyboard to edit. tap “done” to save.
  • how can i change my password? to change your password, go to settings and click "my profile." tap on “reset password" and use the keyboard to enter your new password. confirm your password and tap “confirm.”
  • how can i delete my account? to delete your account, go to settings and click "my profile." tap “delete account” at the bottom of the screen and then, tap “ok” to confirm.
  • how can i opt out from emails? to opt out of emails, go to settings and click "alerts." toggle to opt in for or out of emails.
  • how can i opt out from push notifications? to opt out from push notifications, go to settings and click "alerts." toggle to opt in for or out of push notifications.
  • how can i change the language of the app? the app language is automatically selected based on the language you set for your phone. if your phone's language is not one of the languages the app is translated in, the default language is english.
  • how can i access the warranty details? to access the warranty details, go to settings, click "about", and then, "warranty."
  • how can i access the device management screen? to access device management, tap on the device icon on the top right corner of the dashboard/home page.
  • how can i get more information about the device that is connected? to get more information about the device, go in to device management and press the “i” icon on the right of the device name.
  • how can i remove a device? open the app. from the app’s main menu, open the device settings and disconnect the activity tracker from the app. then, go to the phone’s bluetooth settings and forget or unpair the activity tracker.
  • how can i add a device? if you already have the app and want to add a new device, tap the 3 lines in the upper left of the app to open the navigation menu. select "my devices" and then, select "add" in the upper right of the screen.

product warranties

our product is covered by the specified warranties below. please contact us and we will be happy to assist you. please have your original proof of purchase when you call, email or stop by. if you choose to contact customer care via e-mail, please include:

  • style number (can be found on the white tag inside the product)
  • photos of the item clearly showing the problem
  • a copy of the proof of purchase (original receipt)

handbags, baby bags and wallet warranties

we offer a one year warranty on our handbags, baby bags, and small goods. for any manufacturing defects within this timeframe we are happy to assist!

clothing warranty

all of our apparel is seasonal, and we provide you with extra buttons or beads in case any go missing (be sure to keep them safely stored!). due to the delicate nature of our designs, we are unable to repair damage caused by regular wear and tear. however, for any manufacturing defects within one year of purchase, please contact us and we will be happy to assist you. please have your original proof of purchase when you call, email or stop by.

jewellery warranty

we offer a one year warranty on all of our jewellery for damage caused by manufacturing defects. please contact us and we will be happy to assist you. due to the delicate nature of our pieces, it’s best to store jewellery in their dust bags. please have your original proof of purchase when you call, email, or stop by.

shoe warranties

we are unable to repair damage caused by regular wear and tear. however, if your recent footwear purchase has a manufacturing defect in materials or workmanship within one year of purchase, please contact us and we will be happy to assist you. please have your original proof of purchase when you call, email or stop by.

watch warranty

enjoy a two year limited warranty on our timepiece collection and one year limited warranty on batteries. our warranty covers only material and manufacturing defects including the hands, dial, and watch movement. if the watch proves to be defective in material or workmanship under normal use, it will be repaired or replaced free of charge at the discretion of customer care team. a return shipping fee will apply to all warranty service.

the limited warranty does not cover batteries, case, crystal, straps, gold-plating, scratches or any damages arising from normal wear, accidents, or water damage (unless marked water-resistant.) in addition, it does not cover issues from any alteration, service or repair performed by any party other than a kate spade new york authorized service center. please contact us for further details and have your original proof of purchase when you call, email or stop by.

eyewear (by safilo) warranty

we partner with safilo australia to produce kate spade new york eyewear. we are happy to assist with any manufacturing defects in materials or workmanship from 12 months from the date of purchase, as long as the frame is available and proof of purchase is provided. please contact us for further details and have your original proof of purchase when you call, email or stop by.


contact us

need help? call us at 1800 577 233 (monday – friday, 9am -5pm) or email online@katespade.com.au