PLEASE NOTE: Due to COVID-19 there have been unexpected delays in shipping to some locations, this had added additional time to our quotes below. At this stage we are unable to predict which locations will be affected by these delays, especially with International orders. Please be aware of these delays (that are out of our control) before placing your order.
Kitten D'Amour have updated their Shipping & Returns policy as of the 29th of April 2020. If you have a made a purchase before this date our old policy will still apply.
KITTEN D’AMOUR SHIPPING & RETURNS:
All Kitten D’Amour in-stock online orders are shipped within 1 -2 business days of purchase. All the times outlined below are estimates and are not guaranteed. Sometimes unforeseen circumstances do arise, (i.e.: public holidays) that may cause delays in shipping. Kitten D'Amour endeavours to update you directly by e-mail and keep you informed every step of the way!
Kitten D’Amour creates a limited number of items in each Design, those Designs are shared between the online store and our physical Boutiques. There may be occasions when your selected Design is out of stock in our Head Office and will need to be sourced from our Boutiques. This may delay the delivery of your parcel, but you will receive a courtesy e-mail informing you of the updated shipping time frame (your beautiful Design will be worth the wait)!
Due to the limited nature of Kitten D’Amour Designs, we may sell out of a Design or size with little to no notice, in the event of this happening you will be offered a full refund.
ORDERS WITHIN AUSTRALIA:
FREE REGULAR shipping for orders over $75 (5-8 business days)
FREE EXPRESS shipping for orders over $150 (2-6 business days)
$10 regular shipping for all orders under $75 AU wide.
EXPRESS POST PLATINUM $35 (1-3 business days) Cut off time for this service is 2pm. Please contact firstname.lastname@example.org with your postcode for an accurate quote on postage time.
ORDERS TO NEW ZEALAND:
FREE REGULAR shipping for orders over $150 (5-14 days)
$15 for orders under $150 (5-14 days)
FREE PACK & TRACK shipping for orders over $200 (7 to 20 business days) depending on your location.
$30 PACK & TRACK for orders under $200.
All taxes, duties, and customs fees are the responsibility of the recipient of the package.
All purchases are sent via Australia Post and include a tracking number with direct e-mail updates with each scan, (it may take 24-48 hours for scan updates to be visible). All parcels require a signature on arrival unless specifically requested otherwise by the customer.
If you ever receive a package that has been safe dropped without your request, please notify Kitten D’Amour email@example.com
KITTEN D’AMOUR RETURNS:
Online Kittens are standing by to guide you in selecting the best size for you! We would love for you to find the perfect fit on your first purchase, so do not hesitate to contact firstname.lastname@example.org if you would like some one on one advice from our Online Stylists!
All Kitten D’Amour Designs are handmade in limited quantities, to the highest standard, making each Design as unique as possible, including the beautiful fit.
We understand it can be hard to select the right size & Design when shopping online and we want you to adore your new Design as much as we do! However, if your purchase isn’t quite right, we’re happy to offer an exchange or store credit within 28 days* of purchase in accordance with our Returns Policy below.
If you are unable to return your item within 28 days of purchase, please contact Kitten D’Amour directly email@example.com before your purchase reaches the 28 day limit. Kitten D’Amour reserves the right to reject returns beyond the return period limit.
Kitten D’Amour do not offer refunds for change of mind, but your purchase is eligible to receive an exchange or store credit within 28 days of purchase, sale items are included.
Please note: Each Kitten D’Amour Design is subject to a thorough quality control check before packaging. However, if an item is deemed faulty by our Head Office, Kitten D’Amour will offer to repair, replace or refund the value of item. The returned item is subject to inspection before processing a repair, replacement or refund.
All returned items must be in the original condition with tags attached and meet the criteria of our 'Return Check List’ outlined below.
Exceptions: We do not accept returns on jewellery, room sprays, oils, stockings or headwear for hygiene & safety reasons.
Please follow the care instructions provided on the label of your garment. Kitten D’Amour do not offer returns on items damaged due to incorrect care.
RETURN CHECK LIST:
All returns are subject to the following check list, except in the rare case of faulty items which may be returned in accordance with the faulty item section at the bottom of this page.
Online returns are also accepted in-store at all Boutiques, but we recommend contacting a store or firstname.lastname@example.org first to secure your desired Design or size for exchange.
The item must be returned within 28 days of purchase, unless arranged otherwise with email@example.com
- We use the tracking delivery date of your online purchase as your start date. Your 28 days will commence the day your purchase is scanned as delivered.
- In-store purchases will use the date printed on your receipt.
You must have valid proof of purchase. We encourage all Kitten D’Amour shoppers to make sure they are signed up for a Kitten D'Amour account which keeps a record of all your purchases on file. Proof of purchase for online is your order number and in-store is your receipt.
The items are unworn and in a saleable condition.
The items have not been altered, washed, dry cleaned or damaged while with you. Please make sure your return is smoke & animal hair free. Each return is subject to a smell test.
The swing tag, and any other applicable packaging is still attached.
Kitten D’Amour reserves the right to reject returns which do not meet the above returns checklist. If your return does not meet the above checklist please make contact with firstname.lastname@example.org before posting your item or your package will be returned to sender.
HOW TO EXCHANGE/RETURN YOUR ORDER (AUSTRALIA ONLY):
Please be careful when you unwrap your purchase as your packaging can be turned inside out to use for a return if needed.
For the fastest fuss free return, please e-mail email@example.com with the subject: ORDER NUMBER & YOUR NAME. Please tell us why you are returning your item and your desired outcome, either an exchange or credit.
If you are exchanging an item please tell us which item you would like instead, then:
Please pay & print your return label through the above portal. Please note: return freight charge will be paid for by the buyer and will not be reimbursed by Kitten D’Amour.
RETURN ADDRESS WILL AUTO FILL TO:
Kitten D'Amour RETURNS
Unit 2/18 Merrit Street
Capalaba, QLD, 4157
Please allow anywhere from 5 to 16 business days (depending on your location) for your return to be received by Kitten D’Amour.
- Kitten D’Amour is not liable for any cost, loss, damage or delay arising from, or in connection with, the transport and return of the goods to Kitten D’Amour.
Please allow up to 2-3 business days for your store credit or exchange to be processed after your return arrives. Once processed you will be notified by e-mail.
- If you have any concerns or it’s past the above timeframe outlined please e-mail firstname.lastname@example.org for the fastest assistance.
The return postage for your exchanged item (this is the item we are sending back to you) will be covered by Kitten D’Amour, this applies to full price purchases only. Sale items do not qualify for free return shipping and the buyer will be invoiced $8.50 to cover this cost. A sale item exchange will not be processed until this invoiced amount is paid.
An item is considered a “Sale” Item when:
The item is permanently marked down and appears in the ‘Kittens For Sale’ section of the website.
When purchased during a temporary promotional period (i.e. 25% OFF full price Designs for a limited time)
A Kitten D’Amour store credit is valid for 3 years from the date issued. Store credits are excluded from some promotional offers.
Please note: Promotional codes & coupons such as: Kitten Rewards & VIK discounts cannot be reimbursed as store credits. However, these discounts can be exchanged to the value of a qualifying item within 28 days of purchase. If you’re unsure please contact email@example.com
If you change your mind on a purchase that includes a Kitten D’Amour free gift and wish to return your purchase for an exchange or store credit, you are entitled to and welcomed to keep your free gift. Promotional gifts have no store credit or cash value and can not be exchanged for another item.
HOW TO EXCHANGE/RETURN YOUR ORDER (INTERNATIONAL):
Please contact firstname.lastname@example.org within 7 days of your purchase arriving to arrange an exchange or store credit. Please note: Kitten D’Amour is happy to accept exchanges or store credits within 28 days for international purchases, but all postage costs must be covered by the buyer. This includes the return shipping fee and the shipping fee for the exchanged item.
If you believe the item you have purchased is faulty you MUST inform Kitten D’Amour within *7 days of your purchase arriving email@example.com.
Please note: if faults occur after the garment has been worn generally this is not the responsibility of Kitten D'Amour depending on the time frame being ‘Reasonable’. These situations will be determined on a case to case basis.
Kitten D'Amour has the right to refuse responsibility after the garment has been worn.
In the event an item is deemed faulty, Kitten D’Amour will offer to repair, replace or refund the value of the item. An item is not faulty if it suffers damage due to the customer not following the labelled care instructions or if the customer has damaged the garment due to their own wear. Please follow the care instructions provided to ensure a long life for your Kitten D’Amour Design.
STEP 1: REPORT A FAULTY ITEM
Please e-mail firstname.lastname@example.org and detail the fault (please include as much information as possible and attach a minimum of 3 clear, well-lit images).
Proof of purchase must be provided, if shopping online this is your order number, if shopping in-store this is your receipt.
STEP 2: ASSESSING THE ITEM
After reviewing your e-mail and assessing your item from the information and pictures provided. We will review any past returns or exchanges to search for similar feedback. If necessary, your item may need to be posted to Kitten D’Amour Head Office to be assessed by our senior seamstress before making a final decision.
The process of assessment and repair may take up to 3 weeks from when the garment is received by Kitten D’Amour Head Office.
Once our head seamstress has assessed the piece, you will be notified within the 3-week period if the product is deemed faulty and qualifies for a repair, replacement or refund.
STEP 3: THE OUTCOME
If the item is deemed faulty, Kitten D’Amour will offer to repair, replace or refund the value of the item plus delivery charges.
If the fault is “extensive” you can ask for a refund or replacement rather than a repair
A fault is deemed “extensive” if:
The problem is so major it would have stopped someone from buying the item if they had known about it.
It makes the product unsafe.
It is significantly different from the description.
Or it doesn’t do what Kitten D’Amour said it would or can’t be easily fixed.
If you were informed the items were faulty at the time of purchase, you will not be eligible to process a faulty return.
If you have any questions please e-mail email@example.com