FAQ's

How do I return an online order?

Please click here for our returns & exchanges policy.

If I want to return an item will I have to pay for shipping?

Yes, return shipping costs are at the expense of the customer. We are not responsible for the loss or delay of packages being returned and suggest using a shipping service that provides a tracking number and insurance. Any exchanges will be sent back to you FREE of charge.

Can I return an online order to a Kate Sylvester store?

Yes, you can return your online order to any of our ‘Kate Sylvester’ stores if you are wanting to exchange the items, all you need is your order invoice as proof of purchase. If you would like a refund on your purchase the item must be returned to the return address.

What happens when I buy a pre order item?

Pre order is a service that allows you to pre purchase a garment before it is physically available in store or online. The item is charged to your credit card or Paypal account straight away but is not sent until the delivery date which is stated in the description. Once you receive the item all returns and exchange policies still apply.

When will I receive a pre ordered item?

Items that are available to buy on pre order are not shipped until the delivery date specified in the styles description. However, the garment is charged to your credit card or Paypal account at time of purchase.

Can I return a sale item?

Yes, katesylvester.com does accept exchanges or credits on sale items however refunds are not accepted. Please refer to our terms and conditions here.

Do I have to pay customs and import duties?

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 Kate Sylvester. If these taxes are imposed, the approximate delivery time may be affected.

How do I track my order?

When your order has left us you will receive an automated e-mail with a tracking reference. Please allow a couple of hours for this to register in the system before tracking it as information will not be available immediately. For New Zealand orders you can track your order using the ‘Track and Trace’ service at https://www.courierpost.co.nz/.

For international orders you can track your order using the ‘Track and Trace’ service at www.dhl.com

How do I sign up to the Kate Sylvester database?

Click here to sign up to our database.

How do I make a complaint or compliment regarding customer service in store?

Please email any store complaints or compliments to [email protected].

If the item is sold out online does that mean it’s not available in store?

No, just because an item is sold out online does not mean it is not available in one of our New Zealand stores. To check if an item is still available please email [email protected].

What currency are your prices displayed in?

All prices are in New Zealand dollars unless specified otherwise.

What payment methods do you accept?

We accept payment by Visa, MasterCard, American Express and PayPal.

Will I need to sign for my order?

Yes, we recommend that you provide us with an address where someone will be available to sign for the delivery. If nobody is home when delivery is attempted a “Card to Call” will be left. You can then arrange for re-delivery or collection.

Can I use a PO Box for my delivery address?

No, we are unable to deliver directly to PO Box addresses as a signature is required on delivery.

I have received the wrong item in my order, what should I do?

If you have received an incorrect item please contact us at [email protected] with your name, order number and as many details as possible within 7 days of receiving your order.

I have received something faulty in my order, what should I do?

If you have received a faulty item please contact us at [email protected] with your name, order number and as many details as possible within 7 days of receiving your order. We will resolve any issues with faulty items as quickly as we can.

Where else can I find Kate Sylvester or Sylvester products?

We have 4 Kate Sylvester stores in Auckland and Wellington and numerous stockists throughout New Zealand and Australia. To find a list of stockists click here or for our store contact details click here.

I can’t log in to my account, what should I do?

If your e-mail address or password is not working, check that you are using the same e-mail address and password that you used when you first created your account.

If you do not remember your password, enter your e-mail address in to the 'Forgot Your Password?' box on the log-in page and we'll send you an e-mail to remind you what your password is.