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return policy


return policy

online returns (via free return service)

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 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. fill in your details on the returns form and the postage label will be emailed to you
  2. attach the label and return the item(s) to us in the same condition it was received and if possible with all packaging
  3. once we receive your returned goods, we'll send you an email informing they have arrived safely. our returns team will then inspect all returns within 2 business days to ensure they are in an undamaged condition
  4. our returns team will then pass on details for all customer refunds to be processed, minus any shipping costs, as soon as possible, however, please allow an extra 2-10 days for the refund to appear on your credit card account to allow for bank processing

registered users can print the postage label, view return requests, and status of each return from my account. please ensure you are logged in when you request your return.

paypal & afterpay returns

please note that all orders purchased using paypal and afterpay can only be returned for a refund via our online returns process. orders made with paypal and afterpay may not be exchanged in-store and must be returned online for a refund.

online exchanges

currently, online orders cannot be exchanged via our free return service.

if you would like to exchange your online order, you are able to do so at the following kate spade new york stores:

nsw:

westfield sydney

vic:

chadstone

emporium

qld:

pacific fair

online exchanges or returns are not available at outlets or airport locations

online returns & exchanges (in retail stores)

we are pleased to offer our customers the convenience of in-store refunds and/or exchanges at retail locations for purchases made online via credit card 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 cannot be refunded for change of mind
  • customised items cannot be returned

in store returns & exchanges

change of mind

we are pleased to offer our customers a full refund in the same tender as the original payment under the following conditions:

  • purchases were made in australia or new zealand and accompanied by an itemised receipt (bank statements are not acceptable).
  • purchases are returned within 14 days for a refund and within 30 days for an exchange or credit note.
  • purchases are returned to the channel in which they were originally purchased with the exception of online (see online returns for further details).
  • merchandise must be in unused, unworn condition with all original labels, product swing tags and packaging attached
  • or hygiene reasons earrings cannot be refunded for change of mind
  • customised items cannot be returned

international purchases cannot be returned or exchanged for change of mind.

contact us

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