SALE ITEMS 

Sale items are eligible for exchange within 7 working days of delivery. Due to limited sizes and stock, we apologise in advance if your desired exchange item is unavailable.
Please note that refunds or credit notes are not available for sale items unless the item is faulty. If you receive a faulty sale item, please return it to us, and we will endeavour to resolve the situation as soon as possible.

OUTLET AND CLEARANCE SALE ITEMS 

Outlet and clearance sale items are final and cannot be returned or exchanged. All outlet and clearance sales are final.

FULL-PRICED ITEMS

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.

If you would like to return your online purchase, please fill out the form included in your package and return it to the address below.

RETURNS POLICY

• All return shipping costs back to katesylvester.co.nz are the responsibility of the customer.
• Items must be returned via tracked post or courier to the return address below. Packages that are untracked or lost in transit are not the responsibility of Kate Sylvester.
• All Kate Sylvester stores are able to accept online returns however refunds and credit notes cannot be directly processed in-store, and will be processed by our online customer care team by the following business day.
• Once the product has been received it will undergo a quality control check to ensure the product has not been worn or washed and the tags are still in place, suitable for re-sale.
• Shoes must be returned with their original designer packaging and unworn. Shoes returned without their original box or bag will not be accepted.
• For hygiene reasons, we will only accept returns of swimwear/ lingerie if it is unworn, unwashed, and in original condition, suitable for re-sale. Please ensure all swimwear/ lingerie is tried on with underwear.
• If goods are eligible, they will then be processed according to the customer's return selection.
• All qualifying returns will be made within 7 working days of receipt of the items by katesylvester.co.nz.
• We strongly advise customers to thoroughly check and try on any ordered product as soon as it is received to ensure satisfaction with the item/s purchased. 
• If you receive a faulty product, please notify customercare@katesylvester.com immediately and we will look to remedy the situation.
• Kate Sylvester will not refund or exchange products that have been damaged due to general wear and tear. Kate Sylvester offers a complementary repairs service on any garment from any time or season. Pop into your closest Kate Sylvester store and our team will talk you through your options.
• Items purchased through a Kate Sylvester stockist must be returned directly to them.
• The return delivery address for katesylvester.co.nz is: 

Kate Sylvester Returns 
1 Teed Street
Newmarket
Auckland 1023
New Zealand

IN-STORE RETURNS

Provided the garment meets the above returns criteria, we offer refunds, exchanges or credit notes on all full-priced items for change-of-mind returns within 7 days of purchase. 

All sale items can be returned for an exchange provided they are returned within 7 days from purchase and fit the return criteria above.

All samples and second sales are final and cannot be returned due to a change of mind.

If you have any questions regarding your purchase or return please email customercare@katesylvester.com or call us on +64 9 845 2599

Our dedicated customer care team operates out of our Newmarket store. If they can’t answer your call, they're likely assisting in-store. Please email and they'll respond within 24 hours.