Shipping and Order processing update

Our studio in Newcastle is currently in lockdown. Our suppliers are also feeling the effects of lockdown in Sydney and Melbourne. Please see the below note from our team.
_
We have noticed an increase in enquiries regarding order time frames, so have prepared the following note to provide some assistance as we get through these requests. Customer service is so important to us as a company, and we want to make sure we are doing whatever we can to make your shopping experience with us is a great one. 
_
We have been so grateful for the support over the past month and want to take this opportunity to say thank you for your order.
_
We are a small team of four and are doing our very best to work through orders as quickly as possible. Last week we were moved into lockdown which has made things a little challenging for us. Many of our suppliers are also in lockdown, which adds to complications.
_
What this means for your order:
_
We try to be incredibly clear in all of our communication that our products are made to order and can take up to three weeks to make. We have this on our product description, on our shipping pages, FAQ's and our About Us page. We also send a follow up email the day after you place your order to remind you of these timings. We hope this is part of the reason you’ve chose to shop with us and see being made-to-order as a sustainable and positive decision.
_
Some of our pieces can be made quite quickly and most of our orders are fulfilled in around 10 working days. Other pieces are more complex and can take up to three weeks to make and get ready to ship. 
We do offer a priority service for an additional $35 which means that we priorities the making of your order ands upgrade you to express shipping. You can select this option at checkout.
_
If you’ve spoken to us about needing your piece earlier we do appreciate you checking in a few days before your deadline to make sure everything is on track.
If you are experiencing a delay with you order, please know that we want to get it to you as quickly as possible and it most likely a high topic of conversation within the studio, we really don’t like to keep you waiting. 
_
If you still feel like you require an update, please reply to this email with your order number and any deadline you may have and we will do our absolute best to get it to you. 
_
Thank you so much for your order, understanding and patience while we navigate the next few weeks.
_
All the best,
The Kate & Kole team

Shop now

Thoughtfully composed with modern values, Kate & Kole are reimagining the defines of a coastal design studio.

The Lane