Covid-19 Update

Our online store is up and running at full capacity with free international shipping on all orders.

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.

We have the lovely Leo at our Auckland workroom process online orders and we 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.

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 Love Letters pieces soon.

We’re always here for a chat, phone, email, live chat, DM us at @kate_sylvester or message us on Facebook for instant service.

Stay safe and take care,

KS x

  

FAQ’s

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.  

What do I do if I need to return or exchange my purchase?

In light of Covid-19, we have extended our returns period for items shipped out to customers following the Level 4 lockdown lifting to a deadline of Monday 11th May.

When will I be refunded? 

Refunds are being processed. We will need to assess the product to ensure it meets our returns criteria and once it has been approved and we will confirm your refund has been processed as soon as we are able to action it.

What if I need to exchange my order for another size?

Exchanges will be processed as normal.

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 on Instagram or message us on Facebook for instant service. 

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