Delivery / Returns

Stock Availability

All orders are subject to availability. Whilst we endeavor to keep our stock levels accurate, if an item is purchased that is not available at time of dispatch we will refund the purchase immediately. Items in your shopping basket are not on hold and may be purchased by other customers.

Refunds & Exchanges

If you would like to return your purchase for a refund or an exchange please fill out the form included in your package and return to the address below. Items must be returned via post or courier to the address below, hand delivered returns will not be accepted. Shipping costs back to katesylester.com will be the responsibility of the customer. Please note the item must be sent back within 14 days of delivery to be eligible as a return. All Kate Sylvester stores accept exchanges however if a refund is required the items must be sent back to the return address.

Once the product is received and has undergone a quality control check to ensure the product has not been worn and that the tags are still in place, your request will be processed. If goods are eligible for a refund, the refund will be made within 14 days of receipt of the items by katesylvester.com.

We strongly advise customers to thoroughly check the product and try it on when it is received to ensure you are satisfied with the product. Refunds and exchanges will not be permitted after 14 days from the date of receiving your purchase. Shoes must be returned with their original designer packaging and unworn. Shoes returned without their original boxes will not be accepted.

If you receive a faulty product, please notify [email protected] immediately and the item will be exchanged subject to availability or a refund processed.

The return delivery address for katesylvester.com is
Kate Sylvester
PO BOX 47825 Ponsonby Auckland 1011 New Zealand

PLEASE NOTE: There are no refunds on sale goods. Sale goods are eligible for an exchange or credit note however this request must be received by Kate Sylvester within 7 working days.

Shipping

katesylvester.com offer free express worldwide shipping on all clothing & accessories. The freight of furniture + homewares will be calculated at checkout.

New Zealand

katesylvester.com ships within New Zealand using Courier Post.

1-3 Days   FREE express shipping*
1-3 Days   FREE Click + Collect
$25 Same Day Shipping

Australia + Rest of World

katesylvester.com offers free express worldwide shipping on all clothing & accessories. The freight of furniture + homewares will be calculated at checkout.

2-4 Days   FREE express shipping*

*excludes furniture + homewares

All orders are processed within standard business hours. Please note that all delivery times stated above do not include any time for processing your order. We will email you a confirmation which includes your tracking number once your order has been shipped.

When checking out please keep in mind that all deliveries require a signature and that standard delivery times are Monday-Friday 9-5.

International

katesylvester.com ships internationally. Orders are sent by DHL to most countries. When converting prices to another currency or when an item is charged to a credit card, a slight price variation of between 2 and 5% may occur due to fluctuating exchange rates and credit card company charges. We take no responsibility for charges incurred at receivers end after sending the parcel as this can vary depending on the rules of customs in each country.

Any refunds processed to an international credit card will be done using the exchange rate on the day the refund is processed. katesylvester.com takes no responsibility for any difference between the refund rate and the rate that the initial purchase was processed at.

Import Charges

If you are purchasing anything from our website and you live outside of New Zealand please be aware of any import duties and taxes that may be charged on delivery into your country. These charges depend on your country's import legislation and are not covered by katesylvester.com. If these taxes are imposed, the approximate delivery time may be affected.

Same Day Shipping

$25 charge. We offer same day express shipping for the Auckland region, for orders placed before 2pm Monday to Friday. If your order is placed after 2pm it will receive same day shipping on the following working day. The customer must be available to receive and sign for the delivery. If there is no one available to receive your order and it is returned to us, we will re-ship on our standard free express shipping service, and the shipping charge will not be refundable. Listed below is the inclusive suburbs within the Auckland delivery region.

Click + Collect

Click and Collect gives you the flexibility of ordering online and the convenience of being able to pick up your garment from your nearest store. No more missed couriers! We will notify you by email when your order is in store and ready to be collected. We endeavour to have your order in store within 24 hours, however please be aware this can take up to 48 hours excluding weekends. Please present your order confirmation as proof of purchase.

We will keep your order for 10 days from the time we first email you to let you know that your order is ready for collection. Once these 10 days have elapsed, we will refund you and return the goods to our stock. Available at Auckland and Wellington stores, please nominate the convenient store for you at checkout.