Covid-19 Level 3 Update

From Wednesday 1 September our Wellington and Christchurch stores will move to Alert Level 3. We’re excited to now be able to fulfil all online store orders from our Wellington and Christchurch stores and resume our Curbside Collect service in these locations.

The health and safety of our customers, staff and couriers is of utmost importance, so rest assured we are implementing strict safety measures and adhering to all policies set by the government. Our beloved Retail Managers in Wellington and Christchurch are working solo behind the scenes in stores to process your online and Curbside Collect orders. They are following all health and safety protocol including PPE and regular sanitisation of the working environment.

We have contactless pickups arranged with our courier drivers from all locations, with no face-to-face interaction, and our couriers have also introduced safer measures for delivery to you at this time. Couriers will knock on the door, but then wait a safe distance for you to open the door. They will ask for your name as confirmation without signature and leave the parcel on the doorstep. Our Curbside Collect service follows a similar protocol, for more information read below.

Please be patient with us and our courier drivers as delivery timeframes may take longer than usual.

For more information please contact us at customercare@katesylvester.com

We’re so grateful for your continued support of Kate Sylvester and we look forward to delivering you your favourite Longing pieces soon.

We’re always here for a chat, phone, email, live chat, DM on Instagram or Facebook for instant service.

Stay safe and take care,

KS x

 

CURBSIDE COLLECT

At Alert Level 3, Kate Sylvester is offering a contactless Curbside Collect service from our Wellington and Christchurch stores.

Call your favourite Kate Sylvester store and place a phone order between 10am – 2pm from Monday- Saturday, and we can arrange a same day order collection within 30 minutes of your call.

If you call outside of our 10am – 2pm collection hours we will arrange for your purchase to be completed and collected the following day.

Please feel free to call and check on the availability of an item in store, or you can view each garment’s availability on our online store listed in the product details under the Check Store Availability header.

Curbside Collect is a contactless service where customers who have purchased an item will knock on the store’s front door, then wait a safe distance from the entrance for our staff member to open the door. Our staff member will then ask for your full name and item purchased as confirmation, and leave the parcel on the doorstep for you to take away with you.

The safety of our customers and staff is of the utmost importance to us and our team are following all health and safety protocol including PPE and regular sanitisation of the working environment. 

We are also accepting Ecommerce returns via our Curbside Collect service. If you would like to return an item, please call ahead to let a staff member know you will be delivering. Due to the contactless nature of deliveries we are unable to process on-the-spot exchanges, but we will be in touch promptly to arrange.   

Our store phones will be in service from 10am - 5pm each day, so please reach out if you have any queries or questions.

To place a Curbside Collect at your local KS store visit: https://katesylvester.co.nz/pages/stores



FAQ


How will my order be affected with Auckland in Alert Level 4 and your Wellington and Christchurch stores in Alert Level 3? 

Current season product will be shipped from our Wellington and Christchurch stores so all items from the collections can now be received. As our sale stock is located in our Auckland head office, all sale items with an Essentials tag will still be able to be dispatched, however all “non-essential” sale items will be shipped when Auckland moves to Level 3.


Can I shop in your retail stores?

At Alert Level 3, all Kate Sylvester retail stores will be closed except our online store. We will be taking phone orders from our Wellington and Christchurch stores for a same day contactless Curbside pickup. For more information about this service see above.  

What is the delivery timeframe on my order? 

Please allow an extra 48 hours for your order to be delivered. To keep our staff and couriers safe, we have a smaller team processing and packaging orders and there is expected to be some slight courier delays. If you have an outstanding order and are unsure of the status, please contact us at customercare@katesylvester.com and we’ll do our best to provide you with an update.

 

What measures are courier companies taking during this lockdown period to keep me safe?

Couriers have introduced contactless measures for delivery with no face to face interactions. Couriers will ask for your name as confirmation without signature and leave the parcel on your doorstep.  

 

Can I return an item over the lockdown? 

We won’t be processing returns over the lockdown as our workroom will be closed however you can return an item to our Wellington or Christchurch stores using our Click & Collect service as outlined above. We will be extending our returns period to give our customers plenty of time to get their orders back to us.

 

How can I get in touch? 

We’re always here for a chat, phone us on +64 9 845 2599, email us at customercare@katesylvester.com, live chat, DM us at @kate_sylvester or message us on Facebook for instant service. 

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