text.skipToContent text.skipToNavigation
FreqAskedQBanner.png

my account

  • DO I NEED TO SET UP AN ACCOUNT WITH KATIES TO SHOP ONLINE?

    No. You can either set up an account or shop as a guest.

    However, 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.

  • 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.

orders

  • 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.

  • CAN I CHANGE/CANCEL MY ORDER?

    If you are logged in, you can cancel your order (to change or for refund) within 30 minutes in the “My Account” action. Alternatively you can instant message us on Web Chat, or phone contact Customer Service Monday-Friday 8.30am-5pm. If the order has been dispatched, the order will be sent to you and then you will have to return it. Please refer to our returns policy for further information.

  • 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.

payments

  • 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?

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

    New Zealand Site: All prices are in New Zealand dollars. Prices do not include any taxes unless indicated otherwise but will exclude delivery charges, customs duty and other taxes, if applicable.

  • 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.

  • 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.

  • DOES KATIES HAVE A LAYBY?

    Laybys can be made in-store (laybys are not available online).

     

    Minimum of $5.00 or 20% deposit on all layby purchases (whichever is the greater amount). We do not layby sale items.

     

    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.

     

    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.

     

    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.

     

    If you change your mind on a layby item the return should be made within 7 days of collection. 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.

     

    Maximum of 4 laybys permitted per customer at any one time.

afterpay

  • WHAT IS AFTERPAY?

    Afterpay is a new payment option available for online orders only. Afterpay allows customers residing in Australia to have their online orders shipped to them as per normal and pay this order off over four equal instalments, interest free. Think of Afterpay like a modern-day layby, instead of having to wait for items customers get to have the product straight away for a quarter of the price! (Or zero upfront if an existing customer

  • WHO CAN USE AFTERPAY?

    Afterpay is available as a payment option if you:
    - Live in Australia,
    - Are at least 18 years old,
    - Use an Australian credit or debit card to make the purchase.

  • WHAT WILL AFTERPAY COST ME?

    You will not pay anything extra when you choose to use Afterpay as your payment option, as there is no interest added. You will pay your instalments directly to Afterpay in accordance with the payment schedule Afterpay will send to you via email. If a payment is due but not received by Afterpay in accordance with their payment schedule, a $10 late payment fee will be charged, with a further $7 late payment fee added seven days later if the payment remains unpaid. In addition, because an Afterpay account is linked to your credit or debit card, standard card fees and charges may be applicable. You should refer to your card issuer’s terms and conditions for full details of these.

  • WHAT PRODUCTS CAN BE PAID FOR USING AFTERPAY AS THE PAYMENT METHOD?

    Afterpay is available for all merchandise online excluding Gift (and eGift) Cards, orders under $20 or over $1,000.

  • IS THERE A MINIMUM SPEND FOR AFTERPAY?

    Yes, your order will need to be over $20

  • IS THERE A MAXIMUM SPEND FOR AFTERPAY?

    Yes, the maximum order value (including delivery) for Afterpay is AUD$1,000.

  • HOW ARE THE AFTERPAY INSTALLMENTS ON EACH PRODUCT PAGE CALCULATED?

    The Afterpay instalments quoted on a product web page represent ¼ (25%) of that product’s current price excluding any delivery charges that may be applicable.

    Delivery costs will however be included in the quoted instalment rate payable when you have selected your preferred delivery method at checkout, and have selected Afterpay as your preferred payment option. This rate will also be consistent with that quoted in the order confirmation email you’ll receive direct from Afterpay detailing your fortnightly payment schedule.

  • WHERE CAN I FIND OUT MORE ABOUT AFTERPAY?

    The Afterpay website provides a very comprehensive list of FAQs at: www.afterpay.com.au/faqs. It you still can’t find out what you need here, contact Afterpay directly by emailing info@afterpay.com.au or calling 1300 100 279.

  • USING AFTERPAY

    Do I need to register with Afterpay prior to making my first Afterpay purchase with Katies?

    No – you simply need to choose Afterpay as your payment method at checkout.

    Will I need to fill out a credit application form to use Afterpay?

    No because Afterpay is not a credit service provider. Your Afterpay account will be linked to your nominated credit or debit card that has already have been approved via your chosen credit/banking provider.

    How do I select to pay using Afterpay?

    1. Browse online, find items you would like to purchase and click the 'Add to cart’ button.

    2. Once you’ve finished choosing your items, click the ‘Proceed to checkout’ button.

    3. Fill out your delivery details.

    4. Select your preferred delivery option from the options available for your parcel delivery.

    5. Apply any discount codes.

    6. Select Afterpay as your payment option and follow all relevant prompts to complete your order.

    For customers using Afterpay for the first time, you will need to provide payment details as usual to complete your purchase. However, once your first Afterpay order is approved by Afterpay and you activate your account by choosing a password, your Afterpay account will be created and you will be able to make more purchases using Afterpay by simply entering your Afterpay log in details and CVC upon checkout.

    How long does it take for payment via Afterpay to be approved?

    Assuming you meet all of the necessary criteria (noted below) and you don’t already have too many outstanding Afterpay orders, the approval process is instant.

    Will I always be approved by Afterpay?

    No, approval is at Afterpay’s discretion. You may be declined if you have too many outstanding orders with Afterpay. You will need to make some payments towards some of your previous Afterpay purchases (by logging into your Afterpay account and selecting “Pay Now”) before trying to make another purchase using Afterpay. If you do not believe this to be the reason for being declined, or you make payments to Afterpay and are still declined, you will need to contact Afterpay directly by sending an email to info@afterpay.com.au or by calling 1300 100 279.

    Why could I be declined by Afterpay?

    Afterpay manages your application to use their service and Katies has nothing to do with the acceptance/decline process. You may be declined if you have too many outstanding orders with Afterpay. You will need to make some payments towards some of your previous Afterpay purchases (by logging into your Afterpay account and selecting “Pay Now”) before trying to make another purchase using Afterpay. If you do not believe this to be the reason for being declined, or you make payments to Afterpay and are still declined, you will need to contact Afterpay directly by sending an email to info@afterpay.com.au or by calling 1300 100 279

    When will my order paid for using Afterpay be sent to me?

    Your order paid for using Afterpay will be released for processing and dispatch as per any other order paid for in full at the time of order (eg. by credit card) and you can expect to receive your parcel according to current delivery option timeframes. Afterpay is a payment method only, so there will be no change to other processes (including delivery timings etc).

    Can I split an order to pay some by Afterpay and the rest by some other means? (eg. credit card)

    No, you cannot split payments options for one order. You would need to place two separate orders – one to be paid for via Afterpay, and the other to be paid for by whatever other payment option you wish to use (e.g credit card or Paypal).

    Who should I contact if I have any questions about my Afterpay account?

    You can first review Afterpay’s own “frequently asked questions” on their website at www.afterpay.com.au/faqs for support. If you require further assistance about your Afterpay account you can contact Afterpay directly by sending an email to info@afterpay.com.auor by calling 1300 100 729.

    NOTE:For all Afterpay account administration needs (eg. changing passwords, making an early payment, payment issues, queries or concerns etc) and queries regarding Afterpay’s data security and privacy policy, you should review Afterpay’s own “frequently asked questions” on their website at www.afterpay.com.au/faqs for support.

  • PAYMENTS

    When will my four Afterpay instalments need to be paid?

    If you are a first time Afterpay customer, or have yet to complete a full payment cycle with Afterpay, your first payment will be taken at the time of your order transaction with the remaining three payments deducted by Afterpay from your nominated credit or debit card each fortnight over the following 6 weeks. The funds for the first payment must therefore be available on your nominated card at the time of checkout. Once you have completed your first full payment cycle with Afterpay, the initial payment for any future purchases you pay for using Afterpay will be debited 14 days after the transaction, where the total transaction value is less than $500. If the purchase value is equal to or exceeds $500, the first instalment must be paid at the time of the transaction occurring. The payment relationship is between you and Afterpay, and at any time you can log into your Afterpay account to see your payment schedule and make a payment before the due date if you wish. Otherwise Afterpay will automatically deduct the instalments from your debit or credit card every fortnight.

    How will Afterpay transactions (instalments or refunds) show on my debit or credit card statement?

    The transaction will appear as AFTERPAY PTY LTD MELBOURNE AUS.

  • AFTERPAY COMMUNICATIONS

    What information or communications will I receive direct from Afterpay?

    Similar to Katies’ transactional emails for orders, Afterpay will also send emails to you automatically once you have successfully created your Afterpay account.

    How will I know when I need to pay my further three instalments?

    Upon placing an order with Katies using Afterpay as your payment method, you will be sent an email from Afterpay showing your payment schedule. You will also be notified prior to each payment being due.

    How will I know which products can be purchased using Afterpay?

    On product pages on Katies website, you will see the Afterpay logo and instalment amount detailed under the purchase price. If this is not displayed, it means the product is not available for Afterpay.

  • RETURNS, EXCHANGES & REFUNDS

    Can I return items paid for using Afterpay?

    Yes. If a product is not right, you can return any item you are unhappy with back to Katies in accordance with our standard Online Returns policy. For all Afterpay orders, you can only return your orders through our online store, see here for more information. Refunds will be processed and communicated to the customer via Afterpay shortly after Katies processes the returned item/s. The returned item/s will create an adjusted Afterpay payment schedule or a complete refund of payments to date (depending if all of the original order’s items are returned).

    Click here for full Afterpay T&Cs.

security

  • 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.

  • 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.

promotions

  • I HAVE A DISCOUNT OR PROMOTIONAL CODE, HOW DO I USE IT?

    Make sure you type your code into the ‘have a voucher’ 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 for Promotions .

sizing

  • 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. Studio Eat by Katies sizes range from plus size 14-16. If you are not sure which size is best for you, take a look at our Size Guide  herewhich can also be found on every product page, it will give you all measurements in centimetres.

  • 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.

using the website

  • 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!

  • 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.

delivery

  • 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.au. If 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.

returns

  • 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.

  • 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.

style rewards

  • WHAT IS KATIES STYLE REWARDS?

    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 - Style Rewards 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.