Exchanges And Returns FAQ Katies

 

HOW CAN I RETURN AN ITEM?

For in-store exchanges just bring your invoice and original method of payment along with your purchase.

Items can be exchanged in-store free of charge within 30 days from the date your order is received. 

For Online returns, please refer to our return policy for more information. 

 

HOW CAN I EXCHANGE AN ITEM? 

Katies online orders cannot be exchanged, and no refunds will be provided unless the item is faulty.

If you require a different size or product please place a new order at https://www.katies.com.au/ or visit your local Katies Store for an exchange.

Simply bring your invoice and original method of payment along with your purchase, Items can be exchanged in store within 30 days from the date your order is received.

Certain conditions apply. Please refer to our return policy for more information.

 

I'VE BEEN SENT A GIFT - HOW DO I RETURN OR EXCHANGE IT?

As a gift recipient you have the same opportunities as a purchaser to exchange or return your item. All you need is an order confirmation to show proof of purchase. Please note that if you require a refund it will be in the form of a Katies Gift Card (and the $ for $ policy as outlined above will apply).

 

WHAT CAN I DO IF SOMETHING IS WRONG WITH MY ORDER? 

We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please contact customer care and have handy your order number. From here we will arrange for the faulty item to be returned free of charge and you will be provided with a return authorisation ID. Once we receive the item back we will be in contact to let you know next steps. If we are sending you a replacement item, we will do so as quickly as we can. Please refer to our return policy for more information.

 

DO YOU REFUND SALE ITEMS? 

As of Monday 4 February 2020, Sale items are non-refundable for change of mind, instore or online. Please refer to our return policy for more information

 

ARE THERE ANY ITEMS I CANNOT RETURN? 

Due to personal hygiene reasons, we do not accept returns on swimwear, underwear and earrings.

 

DO YOU ACCEPT RETURNS? 

No refunds will be provided. However, we want you to be happy with your purchase and if you’re not, we want to help. We can provide a credit note for almost all items under the following conditions:

  • It is within 30 days of when you received your item
  • The item is unworn, in its original condition and has tags still attached
  • You have a proof of purchase
  • If you made a purchase after the date of appointment and you change your mind, we will provide you with a store credit.
  • If you made a purchase before the date of appointment, being 28 October 2024 and you change your mind, we will provide you with a store credit. However, this store credit in respect of pre-appointment sales can only be redeemed on a $ for $ basis. That is, if you have a store credit for $20, you will need to spend another $20 to redeem the voucher.

 

HOW CAN I RETURN MY ITEM? 

There are several ways to get your items back to us. Please see It is best to see our Returns Page for a step-by-step guide.

 

WHAT CAN I DO IF THERE IS SOMETHING WRONG WITH MY ORDER? 

If you notice a fault or defect with any items in your order, please contact our Customer Care Team right away. We can arrange for the faulty item to be return free of charge and a replacement sent to you as quickly as possible.

 

HOW LONG WILL IT TAKE TO RECEIVE MY REFUND? 

No refunds are permitted for change of mind. In the case of faulty goods, we strive to return your funds to you as quickly as possible. This can take up to 15 business days, as we are only able to begin processing a refund once we have received your returned items. Please allow for a little extra time during busy periods (such as Christmas, Easter or large sales) as it may take longer for Australia Post to get your package to us. For faster refunds, you may be eligible to return your goods in store. It is best to see our Returns Page for more information. In this case, please be aware that it still may take a few days for your financial institution to return the funds to your account.