Returns

We want you to love your purchases. If you change your mind, we are happy to provide a refund, exchange or gift voucher within 30 days of purchase provided they are NOT final sale, unused condition, accompanied by original tags and a valid original receipt. For hygiene reasons, we are unable to exchange or refund earrings, underwear or swimwear. All Final Sale items are non-refundable for change of mind, instore or online. Please contact our customer care team by emailing stores.customercare@mosaicbrandsltd.com.au if you have any further questions. Our return policy is in addition to your rights under the Australian Consumer Law.

Returns & Exchanges

Courier Pickup: Return fee is based on your location and the cost of returns is payable by you and we will not reimburse this. Not available for Remote/Rural Areas.  

AUSTRALIA POST returns –

AUSTRALIA and New Zealand Package your item(s) into the original parcel packaging or suitable new packaging. You must include your tax invoice email you received with your initial order or a copy of the returns slip when returning your items so we can correctly identify your order.   

Then post your package to: 

Katies Online Returns PO Box 27 Liverpool, NSW 1871, Australia  

We strongly suggest you purchase tracking for your postage so you can track your purchase on its way back to us. Once we receive the package please allow 24-48 hours for your refund to be processed. Once your refund has been processed you'll receive an email confirmation. Return costs will vary depending on your location and the weight of your parcel.

All refunds exclude delivery charges.  

RETURNS POLICY TERMS & CONDITIONS

We understand that there may come a time where you need to return a purchase from us and we want to make the returns process as simple and easy as possible for you. We have a range of ways you can return an item and are happy to provide a refund within 30 days of purchase provided they are NOT Final Sale items or Third Party Seller items.   Returned items must be in an unused condition, in its original packaging including tags attached and accompanied with the Receipt, Returns Slip or a copy of the Invoice.  

ITEMS WE CANNOT REFUND OR EXCHANGE

For hygiene reasons and to protect your health and the health of others, we are unable to refund or exchange earrings, underwear and swimwear. All refunds exclude delivery charges.   All Final Sale items and Third Party Seller items are non-returnable and non-refundable for change of mind, either instore or online. Change of mind includes unwanted, size, colour, design, fit and price.  

These items are clearly marked on our product pages as well as invoices with the statement “This is a Final Sale item. All Final Sale items are non-returnable and non-refundable for change of mind, either instore or online” or “This is a Third Party Seller item. All Third Party Seller items are non-returnable and non-refundable for change of mind, instore or online”. Faulty goods are excluded from this policy. Please refer to the INCORRECT OR FAULTY ITEM section.  

IF YOU BOUGHT YOUR ITEM IN STORE

Store purchases cannot be returned online. They must be returned to one of our stores.   You must have an original copy of the receipt. If you do not have a receipt, but you purchased using your membership account, our store team will be able to find your order in our system.   If you purchased as a guest and don’t have a copy of the original receipt, we are unable to offer a refund. However, we can still exchange your item on the spot or offer you a store credit for the current selling price of the item. All refunds are processed using the original tender type. If you purchased via EFTPOS or Credit Card, you must present the card used in the original transaction.  

IF YOU BOUGHT YOUR ITEM ONLINE

Please use the return options below to choose from and ensure you are following our Returns Policy.   All refunds exclude delivery charges.   Our Returns Policy is in addition to your rights under the Australian Consumer Law.  

ONLINE EXCHANGES

We cannot accept exchanges online. If you require a different size or product please visit your local Store for an exchange. If you return the item to us, please ensure you are following our Returns Policy.  

ZIPPAY RETURNS

ZipPay returns must be returned to our online returns warehouse. We do not accept in store returns or exchanges for ZipPay purchases. Please use the return options to choose from and ensure you are following our Returns Policy.  

AFTERPAY RETURNS

Afterpay returns can be accepted at our stores or by our online returns warehouse. Please use the return options to choose from and ensure you are following our Returns Policy.   Our stores cannot accept returns from Brands not purchased in the store (the Store is indicated on your receipt). This includes all 3rd party partner products.   You are welcome to send the Sister Brand return to our online returns warehouse.  

CANCELLATIONS AND ORDER AMENDMENTS

Please ensure all details provided are full and correct at the time you place your order. If you are using PayPal, please ensure your delivery address in PayPal is updated.   Unfortunately we are unable to cancel or make any amendments to any online orders after your order is placed. Amendments may include but are not limited to: Change of delivery address Changes to colours and sizes Adding or removing items Applying discounts or rewards Full order cancellations   Please ensure all details provided are full and correct at the time of order placement.  

PRODUCTS PURCHASED VIA AMAZON, EBAY, CATCH, TRADEME, mydeal, ozsale and the market Mosaic Brands sell their products on various Marketplaces in both Australia and New Zealand, including (but not limited to) Amazon, eBay, Catch, trademe, mydeal, ozsale, and The Market.   We do not accept in store or online returns for products purchased via the above marketplaces. To return an item purchased from these websites, please place a return request back through the original website.  

INCORRECT ITEMS OR FAULTY GOODS

As soon as you discover a fault, or if you received an incorrect item, please use the Contact Us form to send us a picture of the item and include a brief description of the fault. Once assessed and approved by our team or Third Party Seller, and if it is within six months from the purchase date, we will refund you back to the original tender type.   Items deemed as general wear and tear and not due to a manufacturing fault will not be refunded.  

REFUND POLICY FOR SALE ITEMS

All Sale items are non-refundable for change of mind, instore or online. Sale items are identified on the product page and your invoice with the statement “All Sale items are non-refundable for change of mind, instore or online”. Our normal refunds policy applies to any full price styles purchased in the same transaction as Sale styles. Faulty goods are excluded from this policy. If you discover a fault with a Sale style, please follow the returns policy.    

Change of Mind

Health Essentials are non-refundable where you have simply changed your mind about products purchased in the following categories:

• First aid kits
• Hand sanitiser
• Cleaning and masks

Pre-order: Please allow up to 10 weeks for delivery.

All Final Sale items are non-refundable for change of mind, instore or online. Please contact our customer care team by emailing stores.customercare@mosaicbrandsltd.com.au if you have any further questions. Our return policy is in addition to your rights under the Australian Consumer Law.

We hope you love your new Katies purchase. If your purchase isn't suitable, we'd be happy to offer you a refund or exchange, as long as: