Our policy lasts 14 days. We offer exchange, refund or credit note on full priced items providing items are returned within 14 days. To be eligible for a return, your item must be unused and in the same condition that you received it (unworn and unwashed, tags attached).
Unfortunately, we cannot accept returns that have been purchased through an external retail boutique.
No refunds will be offered on sale or discounted items, but we will happily exchange these items within 14 days.
How do I return an item?
- Email email@example.com, your email should contain
- order number
- details of items to be returned
- your name and contact details
- reason for return
- exchange, refund or credit preference
- details of any items you require in exchange (e.g. alternate size)
- Wait to receive a confirmation from us.
- Post your item back (trackable parcel) in a safe and durable bag to Designed by Kate (Address contained in order confirmation and returns emails).
- Once we receive your returned item(s) we will email you confirmation in the next 1-3 business days
- We will then process the exchange, credit or refund in 1-3 business days, and any refund will be applied to your credit card or original method of payment.
We advise that you use a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please keep in mind that you are responsible for safely packing your return so we receive the items in their original condition.
All garments returned must include original labels (including care labels and hanging tapes) which have been stitched onto the garment itself.
Items without these will not be accepted. Items which have been tampered with any form of alteration will not be accepted.
You will be responsible for paying for your own shipping costs (unless order is faulty or incorrect) for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
All returns must be made within 14 days upon receiving order.
How to check that you received my return?
Please allow for postage, typically 2-5 business days to reach us. Once received, we will send a confirmation in the next 1-3 business days. You can follow up on your return by emailing us at firstname.lastname@example.org
What should I do if I have not received my refund?
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
What if I have changed my mind about an item?
Send your item back to us for a credit, exchange or a refund, using the above process, items must be in their original condition (unworn and unwashed, tags attached).
What if it doesn't fit?
Due to the unique nature of some of our items, it is important that you let us know as soon as possible. To exchange your item for another size, please email us at firstname.lastname@example.org and we will place the alternate size item on hold (if available). We will hold them for 7 days, after which it will automatically be taken off hold.
Please ensure you post your return back to us well before then to avoid missing out.
What if my item is faulty?
In the unlikely event that you receive an item with a manufacturing fault, we will attempt to resolve the problem as fast as possible. Providing a photo or two showing the defect/fault, which will speed up this process, contact email@example.com.
Can I return sale items?
Yes, as above, you can return sale items for a store credit or exchange. Refunds are not applicable on sale items. Simply follow process outlined above.
How do I change my order?
We try and send your order out as soon as possible, orders can only be changed if they have not been shipped. Please email, firstname.lastname@example.org as soon as possible and we will make best efforts to change your order.
What about Gifts?
If the item was marked as a gift when purchased and shipped directly to you, then we will provide you with an exchange or credit. If a refund is required (either by fault or incorrect order) we will refund the original purchaser.