FAQ’s

Can I shop in your retail stores?

All Kate Sylvester stores will be open and will continue to offer our Curbside Collect service if preferred. For more information about this service see above.  

What health and safety measures are Kate Sylvester taking during this lockdown period to keep me safe?

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 KS store managers are following all health and safety protocol including PPE and regular sanitisation of the working environment.

• Please ensure you scan in using our QR code when you enter our stores.

• All retail staff and customers are required to wear a face covering at all times and we are committed to impeccable hand hygiene with hand sanitiser readily available.

• 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 stores at one time so you can socially distance comfortably while you shop.

• 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.

What is the delivery timeframe on my order? 

Due to Covid-19 restrictions please expect a short delay with receiving your order. Apologies about any inconvenience caused. 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 are still accepting Ecommerce returns, and you are welcome to return an item to any of our Kate Sylvester 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. 

CURBSIDE COLLECT

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 10 - 5 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