return policy

Return Policy

Extended Holiday Returns

We've extended our returns window (so you can get a stress-free head start on the season). Purchases made from 20th November 2023 to 7th January 2024 can be returned for a refund, by 21st January 2024.

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:

request a return by filling in your order number, order email and billing postcode then click "CHECK STATUS" then "RETURN AN ORDER"
a postage label will be generated and emailed to you, attach the label and return the item(s) to us in the same condition it was received and if possible with all packaging
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
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 & zip pay returns

purchases made via paypal, afterpay and zip pay may only be returned or exchanged via the free online return service and may not be exchanged in-store.

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 for purchases made online via credit/debit card:

nsw:

qvb
westfield sydney

vic:

chadstone
emporium

qld:

pacific fair

online exchanges or returns are not available at outlets or airport locations. find a store

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/debit 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
for 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.

Refunds

How do refunds get processed?

If you choose a refund, we will process this refund via the original payment method you used to place the order.

How long your refund takes and how it is processed depends on the payment method you used when you placed your order, we recommend checking in with your payment provider on their current processing times for further information.

My original credit card used no longer exists, how will I receive my refund?

Our payment system only allows us to ‘reverse’ payment to the credit card used in your original purchase. This means that although your account is closed and your card cancelled, we are unable to transfer funds into a personal bank account or onto a new card. The process may vary between financial institutions so please contact your bank – they will be able to explain the process to transfer your refund from the closed card to the new card.

On the occasion that the refund fails, we will be in contact with you to organise a Manual Bank Transfer.

contact us

need help? call us at 1800 577 233 (monday to friday 7am - 7pm, saturday 9am - 2pm aest, excluding public holidays) or email online@katespade.com.au