Repairs & Returns

All eligible Kate & Kole pieces need to be unworn, and in their original condition with your return lodged with us within 7 days of receiving the product. We recommend sending your piece back to us with tracked shipping to help ensure it reaches us safely. It is your responsibility to return the piece(s) with any charms at your 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 and your return has been approved, our team will issue a gift card that can be applied to a new order or future purchase. Gift cards can be redeemed online or in our Newcastle Studio and are valid for 3 years from the date of issue.  

Kate & Kole cannot accept a return in the following scenarios:

• The return has not been lodged within 7 days of receiving the product
• The product has not been returned in its original condition and packaging
• The product has been personalised in some way
• The product is part of our hand drawn hearts collection
• The product is earrings (due to hygiene reasons)
• The product is part of the Archive Collection (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.

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 Fine Jewellery items if you change your mind and 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.

Access
The Archive is exclusively available to members of our loyalty program. Access may be extended during select promotional windows at Kate & Kole’s discretion.

Availability
All Archive pieces are available in limited quantities and will not be restocked once sold.

Pricing
Prices reflect up to 60% off the original retail price. Additional discounts, promotional codes or offers cannot be applied with these products.

Final Sale
All Archive items are final sale and are not eligible for return, exchange or resizing.

Product Notes
Each piece in The Archive has been hand-selected from past-season collections, showroom styles, or sample stock. Minor variations may be present, but all pieces meet our quality standards.

Packaging
As part of our sustainability commitment, Archive orders will be shipped in heritage packaging to minimise waste during our transition to new packaging.

Shipping
Please note that shipping times may be slightly delayed during peak periods due to increased order volume.