Client

FAQ's



Do I need to set up an account with Katies to shop online?

Yes. Setting up an account will allow you to order without having to fill in your details every time you shop with us as well as give you benefits such as regular newsletters, and (our favourite bit) exclusive discounts and special offers. We’ll also automatically sign you up to our Katies Style program when you set up an account online. You can sign up right now, or you can start shopping straight away and set your account up when you checkout, whichever suits you best. Just follow the easy steps on screen and remember to have your payment and address details to hand.

Can I change/cancel my order?

You can change your order whilst you are still browsing and shopping, simply remove it and/or update from ‘My Bag’. However, once you have paid for your order online you will not be able to change or cancel it prior to dispatch. The order will be sent to you and then you will have to return it. Please refer to our returns policy for further information.

I've forgotten my password, how do I get a new one?

If you have added all the items you want to the checkout you can click on the ‘Forgot Password’ when you get to Step 1 of the checkout process and follow the prompts to set up a new password. You can also visit the login/register page to set up a new password.

How do I order online?

Simply click on the item you wish to buy, select the size and colour required and click 'add to bag'. You can then continue shopping and add additional items to your bag or click 'Buy Now'. Once you have finished selecting the items you would like to buy, click on the ‘checkout’ button. To purchase a product on the website, you first need to sign up to become a member, which you can do at the checkout. Please note; you will need your credit card, we accept Visa, Mastercard, AMEX or PayPal to place your order.

Why does the item say it is unavailable when I get to the checkout?

Unfortunately when you add items to ‘My Bag’, this does not mean they are reserved. The items will be available for anyone to purchase until they have been checked out and purchased. If you receive an error stating you cannot checkout due to an item being unavailable, you will need to remove this item from ‘My Bag’ or Checkout Stage 1 in order to continue the checkout process. Please contact info@Katies.com.au for support if needed.

What cards do Katies accept for payment?

We accept credit card payments using VISA, MasterCard or AMEX. We also accept VISA and Mastercard debit cards or make it easy and checkout with Paypal. Your card will be debited once the order is placed. Please note the transaction will appear on your statement as Katies. At this time we are unable to process payments from other EFTPOS cards.

What currency do Katies use?

All prices have a default display in Australian Dollars, including GST.

When will I be charged for my order?

If your card is authorised, payment will be taken when the order is placed and you will receive an email confirming that your order has been successful.

How secure is my credit card and personal information?

Your security while shopping online with Katies is extremely important to us, and we have taken all reasonable measures to ensure that your credit card and personal details are kept safe at all times. All pages that require you to enter your personal information or payment details on our site are secure, using 128 bit SSL encryption. To ensure that the page you are viewing is secure, look for a padlock icon in your browser, this verifies the authenticity and validity of our website security. Please refer to the Katies privacy policy for further information.

I have a discount or promotional code, how do I use it?

Make sure you type your code into the ‘promotion box’ which you will find underneath your items on the ‘my bag’ page when you checkout. Click on apply for it to apply the discount to your order. If you do not apply your code at this point we can't apply it to the same order later on or once you have placed the order (though you might be able to use it on a subsequent order). Please note only one discount offer can be used per order and always check specific terms and conditions supplied with the offer or promotion, or visit our Terms and Conditions page online.

How do I search for an item?

There are a number of ways you can search for a product until you find exactly what you're looking for. The most relaxing way to shop with us is to browse through the categories at the top of the web-page and then refine what you are looking for by clicking on each section on the left hand side e.g. size, colour, price etc. Alternatively, if you know exactly what you want, just type in the style number into our search facility [top right of the website] and we will find you everything related to your specific search. Once you have found what you want, click on the item to get more information and add to your bag to purchase. When you're done shopping, follow the on screen instructions to fill in your payment and delivery details. Easy!

What do I do if the item I want is no longer online?

We know how frustrating it can be when you have your heart set on an item and you go to buy and it is out of stock. However, some of our most popular products will run out very quickly so you do need to be quick and get it before someone else does. As we try to keep our products fresh, we add new items every week so you might just find something similar to the one you were looking for. Try browsing through our departments at the top of the web-page and then refine the type of item you are looking for by clicking on each of the sub-sections down the left hand side. Alternatively, you can go into your local store and see if the item is available in-store. Find your nearest store using our store locator.

Where does Katies ship to?

Katies ships within Australia and New Zealand.

How much DOES DELIVERY COST?

Katies charges a flat rate of $10.00 for any purchase to be shipped within Australia and $15.00 to New Zealand for all orders under $75. Shipping is free for all orders with a total value over $75.

Which courier company does Katies use?

Katies ship through Toll Track & Trace for all online orders and Australia Post for some hard-to-reach areas within Australia. We ship via Toll Priority for New Zealand orders.

How long will it take for my order to arrive?

Australian deliveries are usually within 3-10 days of the order being placed, with delivery in metro areas usually within 2 business days. Please allow up to 20 days from date of order for New Zealand orders.

my order hasn't arrived

If your order has not arrived within the allocated timeframe or you have any queries relating to delivery, please email us at info@Katies.com.auIf you have special instructions relating to your delivery, please be sure to indicate these in 'additional instructions' located in the top right hand corner of the checkout page. 

If there is a problem with my order who do I contact?

If there is a problem with your order contact us here.

How do I know what size I am in Katies clothing?

You can access the Katies size guide on every product page. Simply click on the ‘size guide’ link next to the size drop down. Our sizes and size guide are shown in Australian sizes in cm. Or access Katies measuring tips here.

What size range does Katies currently stock?

Katies sizes range from 8-20 or S-2XL. If you are not sure which size is best for you, take a look at our Size Guide here which can also be found on every product page, it will give you all measurements in centimetres.

What is the policy on exchanges and refunds?

Please refer to the Katies Exchange and Refund for full information.

How will I know Katies has received my returned items?

In the unlikely event that you don't receive an email from Katies advising you of next steps with regards to your refund or exchange within 10 days of posting your parcel to us, please get in touch with our Customer Care Team and we'll get back to you as soon as possible. If you have returned your parcel using a service that can be tracked, please give us the reference number when you contact us.

What is the best way to view the Katies website?

Katies Online has been developed to look great with a resolution of 1024 x768 with both Windows and Macintosh operating systems. We support a range of browsers including Safari, Firefox , Chrome and Microsoft Internet Explorer versions 6, 7 & 8 using Adobe flash player 9.45 and above. If you choose to use an operating system or browser not listed you may experience viewing difficulties.

Operating System: Windows 2000, XP
Recommended Browsers: Explorer 6/7 & 8 and Firefox 3.0

Operating System: Macintosh OSX 10.2 and above
Recommended Browsers: Firefox 3.0 and Safari 3

Do Katies use cookies on the website?

The Katies online ordering system uses cookies to record a unique reference on your computer. This means that we can recognise your computer when you access and log into your account with your user name and password. We will not use cookies without your prior consent so you have the option of choosing whether or not you would like our website to remember your details before you enter the delivery options section of our ordering process. The use of cookies allows us to remember the goods that you placed in your shopping bag and saves you having to enter the basic contact information that you provided us with on setting up your Katies account. Our cookies do not remember your credit card details.

Will I be able to use the site if I have disabled my cookies in my browser?

You may experience technical difficulties in using our website if you have disabled cookies. If you have JavaScript disabled you will not be able to use this website. You can alter your cookie and JavaScript settings in your browser's preferences which is usually found in the Edit menu.

How do I contact customer care?

Simply visit our contact us page to send an email or you can email us directly at info@Katies.com.au

What is Katies Style?

Katies Style is our Loyalty Program that rewards you instantly. It is free to join and you can become a member today online by clicking the Style Rewards link or by visiting any of our stores. Katies Style Rewards are very simple. $1 spent instore or online = 1 point. Reach 100 points and a $5 Katies Style voucher will be issued at the store for you to use on your next transaction in-store only. For our online only shoppers, your rewards vouchers are sent out throughout the year and can be used to redeem online only. See our Terms and Conditions for more info.

How can I view my points online?

In-store: Your points balance will be printed on the bottom of your receipt each time you make a purchase in-store. Alternatively, ask one of our friendly staff members to scan your card and they can tell you on the spot.
Online: Click on the Style Rewards link found on the footer of the website, or login to your account online. If you haven’t signed up online prior but are a Katies in-store customer simply login online and be sure to have your Member number handy so all of your details will be pre-populated. In some cases it may take up to 72 hours for your points to be updated after a purchase.

How can I find out what my Katies Style member number is?

Your Katies Rewards card number is a 7 digit number located on the back of your membership card. If you cannot find your card, contact us and we can look it up for you.

My Katies Style Rewards card has been lost or stolen. How do I get a replacement?

Simply visit any Katies store and we will arrange for a replacement card to be sent to you. Currently, when you register for Katies Style online you will not receive a card but your membership number will be ‘held’ in your account online for you so that you can continue to enjoy all the benefits of being a Katies Style member online.

What do I do if I have more than one member card?

It is important to only ever use one member card to ensure you are earning correct points. If you have more than one, contact us straight away and we will merge the cards together so your points balance will remain correct under one customer name and your rewards are maximised.

I am a Katies Style member but I'm not receiving emails?

Please contact us at info@Katies.com.au stating your correct email address and we will ensure you have been set up correctly in our system or sign into your account online and update your profile with your correct email address and make sure you tick the box at the bottom saying ‘Please send me updates & promotions via email’. 

I have registered/bought online previously but I'm not receiving any emails?

Login to your account and select ‘change my login/email’. Update your profile with your correct email address and make sure you tick the box at the bottom saying ‘Please send me updates & promotions via email’. Alternatively contact us via email and we can confirm we have your correct email address in our system.

How do I update my details?

Simply login to your account online and update your details in the My Account area or contact Customer Care at info@Katies.com.au.

Can I buy or use gift vouchers online?

Currently Gift Vouchers are not available to purchase or redeem online. Katies does offer Gift Vouchers in-store. Vouchers are available in any amount and are redeemable in-store. Vouchers are non-transferable and cannot be redeemed for cash. Vouchers are valid for a twelve month period. After this period they will expire and no longer be redeemable. Vouchers should be treated like cash. Lost or stolen vouchers are not replaceable.

Does Katies have a layby?

Laybys can be made in-store (laybys are not available online).
  1. Minimum of $5.00 or 20% deposit on all layby purchases (whichever is the greater amount). We do not layby sale items.
  2. Regular payments are to be made every 14 days from date of purchase. Payments must be completed within 6 weeks from date of purchase. Payments are to be made at the store where layby is held.
  3. A cancellation fee of $2.00 applies to all laybys. Goods not collected within 6 weeks will be returned to stock and the layby will be cancelled.
  4. If a layby is cancelled, the purchaser has the right to a full refund less the $2.00 cancellation fee. Please present your original receipt for a refund.
  5. If you change your mind on a layby item the return should be made within 7 days of collection.
  6. Where items are faulty, have been wrongly described or do not do what they are supposed to, you are welcome to choose between a refund, exchange or credit note.
  7. Maximum of 4 laybys permitted per customer at any one time.

Do Katies hold items?

Yes. Katies will hold full priced garments for a maximum of 2 days in-store. Unfortunately you cannot ‘hold’ or reserve products online.

How do I find my closest store?

With over 150 stores across Australia, you are sure to have a store near you. Simply visit our Store Locator which will show you the stores located closest to your location. Failing that Katies.com.au is open 24/7/365! 

How do I obtain a position at Katies?

If you are interested in working for Katies please refer to our Careers section for more information.