Customer Care

WHAT IF THE ITEM I RECEIVE IS DAMAGED OR FAULTY?

We work hard to ensure all items sold are of the highest quality. However if you have a concern with a faulty or damaged item, please email us at customercare@kristenandkate.com so we can urgently review the matter for you!

HOW CAN I REQUEST A RETURN OR EXCHANGE?

Requesting a return or exchange is really easy! 

Kristen & Kate will happily accept returns and exchanges on anything within 2 weeks. Simply emailing customercare@kristenandkate.com so we can allocate a Returns Authorization (RA) number for you. The item/s must be in original condition with all tags remaining in place. Item/s must not have been worn, washed or altered in any way. Unfortunately, we can not accept any returns that do not meet these requirements. 

Please note that we are unable to refund initial shipping charges for goods returned, other than for faulty items. We are also unable to refund return postage costs.)Once the items have been received, you will either receive your new item (for exchanges) or full refund (excluding original shipping cost). Kristen & Kate can not be held liable for the loss of garments being returned. We recommend using a registered post service to return goods, and keeping a record of the tracking details.

WILL I HAVE TO PAY ANY DUTIES OR TAXES ON TOP OF MY ORDER?

You will be liable for all import duties, customs and taxes levied by your country your order is being shipped to if you are outside the USA. These will be due at the point of, or after delivery.

We are not liable for these charges, and they unfortunately can not be reimbursed or refunded by Kristen & Kate.

If you are unsure of the charges, please contact your local customs office to find out more information.

WHEN WILL MY ORDER ARRIVE?

We process and ship all orders within 24 hours of purchase. From ther we deliver all orders in 3-5 working days.

There may be the occasional delay due to Customs Clearance processes which are out of our control.

Kristen & Kate uses USPS for all orders.

HOW CAN I TRACK MY ORDER?

When your order is shipped, we send you an email containing a tracking number.

If you did not receive this email, please email customercare@kristenandkate.com.

WHAT IS YOUR RETURN POLICY?

Kristen & Kate will happily accept returns and exchanges on all our pieces within 2 weeks! The item/s must be in original condition with all tags remaining in place. Item/s must not have been worn, washed or altered in any way. Unfortunately, we can not accept any returns that do not meet these requirements. Kristen & Kate offers a full refund or an exchange on items.

All returns can be sent to our Returns Location based in the United States.

WHAT SIZE SHOULD I ORDER?

Head to message on Live Chat or email kristen@kristenandkate.com so we can help you personally find your best fit!

We have also created a sizing guide, which can be seen HERE.

HOW MUCH DOES DELIVERY/SHIPPING COST?

We offer Free Shipping within the US and charge standard international shipping costs for international rates.

PAYMENT METHODS DOES KRISTEN AND KATE ACCEPT?

Currently we accept Credit Card Payments and Amazon Payments. If you would like to arrange payment via another method such as PayPal, we are happy to try and assist your request!

Please contact us directly at customercare@kristenandkate.com to arrange this.

HOW CAN I CONTACT YOU?

We have Live Chat on the website, or email customercare@kristenandkate.com.