Shipping Information | Kate Ford

Order Processing Times

We endeavour for all orders, international and domestic to be processed and shipped within one (1) business day of your order being placed.

During busy periods we do allow up to three (3) business days for your order to be sent out upon order placement.

We are not liable for any packages not sent or delivered within your required timeframe as the above timeframes are only a guide and Kate Ford Pty Ltd is not obliged to stay within these timeframes. No returns will be accepted due to a delayed shipment.

All orders are shipped during business hours 9AM - 5PM AEST.

When your order has been received from our team, you will receive a confirmation email to your chosen email address upon checkout.

In any case of delay in shipping times or out of stock items, you will be notified by email.

For more information on orders, please review our Terms and Conditions page.

Tracking your Order

Once your order has been sent, you will receive a notification with a tracking number sent to your chosen email address used when checking out.

All deliveries must be signed for, you will need to ensure someone is available to sign for the parcel between 8AM - 6PM Monday - Friday. If no one is home, your parcel will be sent to your closest collection point.

Delivery Partners and Shipping Prices

Standard Domestic Shipping (within Australia)

Free Standard Australia Post Shipping on all orders over $300 AUD
Australia Post $10 AUD (all orders under ($300 AUD)

Express Domestic Shipping (within Australia)

Australia Post $15 AUD
DHL Express $30 AUD

We do not confirm next day delivery for DHL Express, please check with DHL prior to choosing this option as Kate Ford Pty Ltd is not liable for delayed deliveries. DHL Express is unable to deliver to a PO Box address

International Shipping (outside of Australia)

DHL Express $40 AUD. Excluding duties and taxes for your country.

Currency, Duties and Taxes

All product prices indicated, and payments made on the Australian Online Store are in AUD currency. GST is included in the order total for all shipments within Australia.

If you are based in New Zealand and checkout using our NZD website, you will not be charged duties as this does not apply although you may be charged taxes if your order exceeds $700NZD upon import into New Zealand. These charges will be charged at checkout and Kate Ford Pty Ltd will send your shipment DDP. 

If you are an international customer other than New Zealand and Australia, your order will be shipped to you on a ‘delivered at place’ (DAP) basis. This means that you may be charged additional fees when your order lands in your home country. Please check your local customs office fees before checking out as Kate Ford Pty Ltd will not issue refunds of product for unpaid duties and taxes. These types of charges vary from country to country and depend on the price of your Order. 

We are not necessarily privy to what International Duties and Taxes may apply in your home country. You agree that we are not responsible for facilitating payment of any applicable International Duties and Taxes and that you are solely responsible for payment of these charges unless you are located in New Zealand or Australia.

This charge is determined by your local customs authority and includes;

1. The Sales Tax applied by your country for purchases from Australia; and
2. Duties charged for processing by your country.

Prior to checkout if you are unsure of any charges that may occur after placing your order on our Australia Online Store, we highly recommend reaching out to your closest customs office to ensure you are not left with any cost surprises when you receive your order.

Upon delivery of an Order to the nominated delivery address, all parcels will require a signature on delivery or the parcel will be taken to your closest collection point. Upon delivery all risk of loss or damage to products passes to you and you agree that we will not be liable for loss or damage to the products thereafter. If a order is returned to us due to the collection not being picked up in time, you will be responsible for the shipping fees to return the product to your desired address and we will not offer a refund or store credit due to the return.

Returns

If you change your mind about a product you have ordered, or the sizing is incorrect on full-priced items only, we will provide you with a store credit unless we advise that the product cannot be returned due to hygiene reasons. We do not offer refunds unless the product is deemed faulty and confirmed by our returns team. Return requests must be made in writing via our standard returns document (which can be downloaded via the Website) (Return Note) and sent to us within 15 days of receiving an Order via email to returns@kateford.com.au with the following information:

    • customer name;
    • date of purchase;
    • order number;
    • product/s being returned;
    • reason for return; and
    • outcome requested

When returning a product under clause 17, you agree unless required by law:

    • That you may only return the product once you have received confirmation from us that we have received and approved your Return Note;
    • that You are responsible for paying return shipping costs (only shipping costs for faulty/incorrect items will be paid by Us) and we are not liable for losses during return shipments;
    • to return the product/s in the original packaging with tag, with a copy of the completed Return Note; and
    • if they apply, You may be required to pay the International Duties and Taxes Charges again, if these were included at checkout, these will not be refunded or added to a store credit.

Where a product is returned under clause 19 and the product is faulty, You are entitled to a full refund or a replacement if stock is available and We are responsible for paying:

    • return shipping costs; and
    • any applicable International Shipping, Duties and Taxes Charges.

Where a product is returned under clause 19 and the product is not the product ordered, we will send you the correct order and We are responsible for paying:

    • return shipping costs; and
    • any applicable International Shipping, Duties and Taxes Charges.

All sale, promotion (including discount codes) and re-cut orders are final sale – no refunds, exchanges or store credits unless deemed faulty or otherwise required by law.

Stock Availability

Occasionally stock levels are not up-to-date on our Online Store, this means items may not be available at the time of purchase. The likelihood of this occurring is extremely rare.

If this occurs to an item in your order, you will be notified by email as soon as possible and offered a suitable replacement or a full refund.

Changes to your Order

If you require any changes to your order; including incorrect address details and/or item sizing, contact our friendly customer service team immediately on customercare@kateford.com.au and we will do our best to make changes where we can.

If your order has already been processed, Kate Ford Pty Ltd accepts no responsibility for incorrect details entered. We also do not accept any return requests due to issues with incorrect information entered at checkout, the losses lie with the customer.

Shipments that are rejected by the receiver and are returned to our warehouse will result in the client incurring redirection fees.

Our Payments department may carry out anti-fraud checks before approving any transactions made on our website and for greater protection, they may contact you for further details before confirming the order. Kate Ford Pty Ltd reserves the right to cancel any order after purchase without explanation. 

Countries we do not deliver to

Afghanistan, Algeria, Belarus, Bolivia, Burundi, Central African Republic, Chad, Colombia, Congo-Kinshasa (DRC), Cote d'Ivoire (Ivory Coast), Cuba, Egypt, Ethiopia, Guinea, Iran, Iraq, Israel, Jordan, Kenya, Democratic People's Republic of Korea, Lebanon, Libya, Madagascar, Mali, Myanmar, Nicaragua, Niger, Nigeria, Pakistan, Palestinian Authority (Gaza And West Bank), Russia, Russia North Caucasus region (Chechnya, Dagestan, Ingushetia, Kabardino-Balkaria, Karachay-Cherkessia, Ossetia - North and South), Somalia, Sudan, South Sudan, Syria, Ukraine (including the Sea of Asov), Venezuela, Yemen, Zimbabwe