Covid-19 Update

ALERT LEVEL UPDATE & KS CURBSIDE COLLECT

We are excited to return to Alert Level 2 and open our Auckland stores to the KS community again! We want to assure you that we continue to take the Covid-19 crisis seriously, and that we are following all health and safety guidelines to ensure that we keep our customers and staff safe.

  • All Kate Sylvester staff members will be wearing masks in stores.
  • We have our QR code on display and require everyone to sign in using the NZ Covid Tracker app or our alternative method.
  • All high-touch surfaces will be disinfected at 30 minute intervals, along with thorough daily cleaning of the entire store.
  • We will be managing the number of customers allowed in our store at one time, so you can comfortably social distance while you shop.
  • We have disposable scarves available in all changing rooms and ask all customers not wearing a mask to use these to cover their mouth and nose for added protection when trying on garments.
  • For the safety of our staff and other customers we ask that you do not visit our retail stores if you are exhibiting any cold or flu-like symptoms.

Our online store is always open and we continue to offer our curbside collect service at all Kate Sylvester stores.

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 Exploding Woman 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

 

KS CURBSIDE COLLECT

Kate Sylvester is offering a contactless Curbside Collect service from all 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?

Yes, all items from our collections are available to purchase online. 

Can I shop in your retail stores?

At Alert Level 3, all Kate Sylvester's Auckland retail stores will be closed except our online store. Our Christchurch and Wellington stores will remain open, with social distancing measures in place. We will be taking phone orders 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?

Full-priced items purchased online may be returned for an exchange, credit note or refund provided they are returned within 14 working days from delivery and fit the return criteria below. 

Sale items can be returned for a credit note or exchanged for another product within 7 days of purchase. There are no refunds on sale items.

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.    

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

Exchanges will be processed 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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