Repairs & Returns
Returns & Repairs
Returns
Our returns policy has been designed with our business principals in mind. Kate & Kole products purchased in Australia and New Zealand are welcome to return for a gift card or exchange only.
Please note our bespoke, made to order and personalised pieces that have been created just for you cannot be returned or exchanged.
All eligible Kate & Kole pieces need to be unworn, and in original condition with your return lodged online within 7 days of receiving the product. We recommend sending your piece back to us with tracked shipping to ensure your purchase reaches us. It is the individual's responsibility to return the piece(s) with any charms at their own expense to Kate & Kole.
Note, that due to the custom nature of our pieces, a handling fee of 10% of your order value will apply for all exchanges and returns.
Once we receive your item, our lovely Returns Team will issue a gift card to be applied to a new exchange order or future purchase. Gift cards can be redeemed at our online store or in our Newcastle Studio and are valid for 3 years from the date of issue.
Kate & Kole does not accept returns on the following products:
- have not been lodged online within 7 days of receiving the product
- not returned in their original condition and packaging
- have been personalised in some way
- are a part of our hand drawn hearts collection
- all earrings (due to hygiene reasons)
- part of our sample or archive sale (Final Sale)
Kate & Kole reserves the right to return the piece(s) to the sender, should any of the above conditions occur.
Please ensure that you review your order before proceeding to checkout.
If you have any further questions or need assistance, please contact our concierge.
Archive Sale 2025
All items are final sale and cannot be returned or exchanged unless deemed faulty. If you believe your purchase is faulty, please contact us within 7 days of receiving your order. We will require a detailed description of the issue, along with supporting images to assist in our review process.
Once your request has been received, our team will assess the situation and, if necessary, arrange for a physical inspection of the item. Please note that any faults must be determined by our team upon inspection in order for a return or exchange to be considered.
If your item is deemed faulty, we will be happy to assist with a repair or exchange, where applicable.We encourage you to double-check your order before completing your purchase, as we are unable to accommodate returns or exchanges on items that are not faulty.
In an effort to minimise waste we have made the decision to utilise heritage packaging for all orders.
Terms & Conditions
Please choose carefully. As each of our pieces are made to order based on your specifications, we do not give refunds if you change your mind or make the wrong decision.
We are happy to accept an exchange on items if you change your mind if your product is returned to us within 7 business days of delivery. Please note that the cost of return delivery is to be paid by you.
Limitations on claims
Our liability for failure to comply with a consumer guarantee is limited to:
- the replacement of the goods or the supply of equivalent goods (or the payment of the cost of the replacement or supply); or
- the repair of the goods (or the payment of the cost of the repair), and we will determine, in our sole discretion, whether replacement or repair will be offered.
In all other respects, our total liability for loss or damage of every kind, arising out of or in relation to the supply of the goods, their sale, delivery or the way they behave, and whether in tort or contract or in any other cause of action, is limited to an amount equivalent to the sum paid by you to us for the goods.
Repairs
At Kate and Kole, we’re dedicated to ensuring your cherished pieces remain as stunning as the day you first wore them. With or without warrranty cover we want to ensure that your piece fits your lifestyle and can be worn for years to come.
From routine maintenance to more intricate fixes, our skilled team is here to assist. If your jewellery requires repair, simply reach out to us with your request, and we’ll guide you through the process to restore your piece to its original brilliance.
