Returns & Exchanges

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

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. 

SALE ITEMS 

Sale items purchased online may be returned for an exchange or credit note provided they are returned within 7 working days from delivery and fit the return criteria below. There are no refunds on sale items.

RETURNS POLICY

  • All return shipping costs back to katesylester.com 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 customers return selection.
  • All qualifying returns will be made within 5 working days of receipt of the items by katesylvester.com.
  • 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.com is 

Kate Sylvester Returns 
33 George Street  
Mount Eden  
Auckland 1024  
New Zealand

IN STORE RETURNS

Our in store returns policy differs from online. 

Provided the garment meets the above returns criteria, we offer exchange or credit note for change of mind returns within 14 days of purchase. 

Items purchased in store are not eligible for a refund.

All samples and second sales are final and cannot be returned for 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

We use cookies to personalise content and analyse our traffic. By continuing you agree to our use of cookies. Accept

You are using an outdated browser. Please upgrade your browser to improve your experience.