Returns & Exchanges | Kate Ford

We are sure that you will love our products as much as we do! However, and subject always to our Terms & Conditions and your rights under the Australian Consumer Law (if applicable), we will only accept your return during the 15 day returns period, otherwise agreed in writing.

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

If you change your mind about a product you have ordered, or the sizing is incorrect, we will provide you with an exchange, refund or store credit unless we advise that the product cannot be returned due to hygiene reasons. Return requests must be made in writing via our standard Returns Document 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 (e.g. size exchange, store credit, etc.).
proof of purchase

When returning a product 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 (shipping costs for item exchanges will be paid by us);
To return the product/s in the original packaging with tag, with a copy of the completed Return Note following conditions below; and
If they apply, you may be required to pay the International Shipping Charges again.

Conditions of returns for all circumstances:

Items must be in original condition (including tags) and must not have been worn, altered or washed.
Items must not have been used in photography shoots, Instagram posts, online, commercially or for personal gain.
For online purchases, all packaging (including garment bags) shipped with your order must be returned.
Every clothing item has a tag attached reading "Once this tag is removed, this garment cannot be returned". Once this tag has been removed, the garment is no longer returnable.
For all swimwear and lingerie, clients must try on items wearing undergarments. If returned, the protective hygiene strip must remain in place and will not be accepted if removed or altered, or the item otherwise shows signs of wear.
Gift Cards and/or Store Credits may not be returned and will be honoured for 1 year from the date of issue. Gift Cards and/or Store Credits are valid for use on the KATE FORD Australian Online Store only.
All purchases on earrings, tights, hair clips, and hair pins are final sale. We will not accept returns on these items due to hygiene reasons.
If a client has exchanged a garment for a Store Credit, and then seeks to return the garment which was purchased with that Store Credit, KATE FORD will refuse the return.
No returns will be accepted if they have been purchased elsewhere other than our Australian Online Store.

If you believe your product is faulty or was different to the product you purchased, please contact us. Return requests should be sent 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 (which may include full refund, requesting a replacement, repair or store credit)
proof of purchase

Where a product is returned due to the product is faulty or the product delivered was not the item you purchased, you are entitled to a full refund and we are responsible for paying:

return shipping costs; and
any applicable International Shipping Charges.

Should you wish to return an item, KATE FORD do not refund international prepaid tax and duties paid at the time of checkout for Delivered Duties Paid (DDP) orders or tax and duties paid at time of customs entry for Delivered Duties Unpaid (DDU) orders. Contact your local customs office to obtain your tax refund.

For online purchases, we do not refund initial shipping charges for items returned, we will only pay return shipping costs for faulty or incorrect items.

Returns Document - Link...