Covid-19 Update

ALERT LEVEL 3 UPDATE & KS CURBSIDE COLLECT

From Tuesday 28th April, our online store is up and running at full capacity and we are able to ship all items from our collections. We have also launched KS Curbside Collect, a contactless collection alternative from our Newmarket, Ponsonby, Wellington and Christchurch Central stores.

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 and our beloved Retail Managers working solo behind the scenes in stores to process your 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 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

 

NEW // CURBSIDE COLLECT

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

Call your favourite Kate Sylvester store and place a phone order between 10am and 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 Curbside Collect Availability header.

Curbside Collect is a contactless service much like a courier 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 10 - 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 our stores page.

 

FAQ’s

Are you shipping online orders during Level 3?

Yes, all items from our collections are available to purchase online at 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 Newmarket, Ponsonby, Wellington and Christchurch Central 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.  

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. To make a contactless return of your item to the Kate Sylvester head office, we recommend requesting a courier pick up through New Zealand Post’s Print Postage Online service. This allows you to pay for postage online and request a courier pick up of your parcel from home. Head to NZ Post to arrange your return. 

We are also accepting Ecommerce returns via our Curbside Collect service. If you would like to return an item, please call the store 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.    

When will I be refunded? 

Refunds are being processed at Alert Level 3. We will need to assess the product to ensure it meets our returns criteria and once it has been approved, we will process your return and issue your refund. If you would like a refund on your item, please return your garment via New Zealand Post’s Print Postage Online or our Curbside Collect service, allowing 3-5 business days for your return to be processed from when we receive your item. 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 at Level 3 through our online store. If you are returning your item to store via. our Curbside Collect service we are unable to process on-the- spot exchanges but we will be in touch promptly to arrange.

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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