Repairs & Returns
Repairs & Returns
For any information about an exchange, repair, or warranty request please contact our customer service team.
Our returns policy has been designed with our business principals in mind. If any customisations have been made to your piece, we will not be able to exchange or refund your order. If you change your mind, we can happily offer a gift card or exchange.
Kate & Kole pieces (excluding bespoke) purchased in Australia and New Zealand are welcome to return for a gift card or exchange.
All pieces* returned need to be unworn, and in a saleable condition with the return lodged within 7 days of receiving the product.
*Custom pieces with custom engraving or pieces that have been specifically custom made cannot be returned for an exchange. If you have any questions, concerns or enquiries about this please contact us.
To start the process of your return- please email us at firstname.lastname@example.org your enquiry and our customer care team will be happy to assist.
We recommend sending your piece back to us with tracked shipping. It is the individual's responsibility to return the piece(s) with any charms at their own expense to the Kate & Kole Returns Team.
Kate & Kole do not issue refunds for change of mind or incorrect purchases.
Once your piece has been received by us, our lovely Returns Team will create a gift card for you. This gift card is to be used on our online store and is valid for 3 years from the date of issue.
If you have any issues with your bespoke piece please email our amazing Bespoke Team at email@example.com for any inquiries.
Kate & Kole does not accept returns if products:
- are not returned in their original condition or packaging
- are part of our bespoke collection
- are part of our sample or archive sale
Kate & Kole reserves the right to return the piece(s) to the sender, should any of the above occur.
Pieces purchased during sample & archive sales may not be returned unless deemed faulty. Please contact us if you have any inquiries about our returns policy.
Our pieces are all carefully created in our Newcastle studio, if a piece fails we would love the opportunity to work with you to replace or repair it.
Kate & Kole Ready-to-Wear and Made-to-Order pieces come with a 3-month warranty.
Our warranty is effective from the date of shipment and covers any manufacturing defects.
This warranty does not cover any wear and tear, damage caused accidentally, misuse or loss of a piece.
Any pieces handled against our care & cleaning instructions here are not eligible for this 3-month warranty. The warranty is void if any repairs or modifications are made to your piece that are not performed by Kate & Kole.
Kate & Kole are not responsible for any tarnishing caused by the jewellery coming into contact with substances such as sulphur, cosmetic products, chlorine, perfume and acidic skin pH.
Tarnishing occurs to all metals over time however, these substances will cause the tarnishing reaction to occur much faster. Tarnishing due to these reasons are not covered under our warranty.
If your jewellery has an issue after these 3 months we do offer a repair service at a small cost. This fee covers the repair, cleaning your piece and return shipping back to you.
Email us at firstname.lastname@example.org and our customer care team will be happy to assist.
Frequently Asked Questions
Do Kate & Kole pieces come with a warranty?
All Kate & Kole pieces are covered under warranty.
How long is the warranty?
We have a three-month manufacturing warranty period. If anything happens during this period due to a manufacturing fault, your piece will be covered under our warranty.
Can you repair my piece outside of the warranty period?
We most certainly can, there is a small fee involved. This fee covers the repair, a cleaning of your piece and return express postage when your piece is complete.
My chain has broken, what can I do?
We can definitely help you with this, get in contact with us and we will help you through the process.