Customer Service

 

1. How do I care for my purchase?

 

We hope you will love your new Kate Lauren Designs purchase.  Please follow the care labels and/or washing instructions included with the product you have purchased.  Follow washing instructions carefully and do not use bleach.  We strongly recommend using a phosphate-free detergent.

 

Please note that our pillows and cushions have been used for décor purposes and that these items should NOT be placed in a cot with a baby.

 

 

2. How do I pay for my purchase?

 

Kate Lauren Designs  use  PayPal to process payments.  During checkout you will be automatically directed to the PayPal site.  You do not need a PayPal account to make a purchase.

 

If you would prefer to pay via electronic funds transfer (EFT), cheque or money order, please email details of the items you would like to purchase and you will be sent an invoice, which will include bank account details for EFT.  When paying by EFT please include the invoice number and your surname in the transaction description.

 

All prices on our site are in Australian dollars and include 10% Goods and Services Tax.

 

 

3. How long will it take for my purchase to arrive?

 

We aim to always have stock on hand of all our products.  However, we do advise upon purchase to allow 4 weeks for delivery as some items are custom made .   If, for any reason, you require the item urgently, please email us.  If the items you have ordered are in stock, we will process and ship your order within 2 business days.  We will notify you when we have shipped your order.  If, due to circumstances beyond our control, your order has been delayed we will email you and notify you of the estimated ship date.
      

4. What if my item is not in stock?

 

We make every effort to ensure that your items are in stock.  If we are out of stock we will notify you of the estimated delivery date.  If this is not acceptable to you, we will give you the opportunity to withdraw or change your order. 

 

 

5. Who do you use for shipping and how much does it cost?

 

We use either Australia Post Registered Mail, Australian Air Express or Fastways for our shipping.   Shipping costs are a flat rate of $9.95 within Australia.

 

All of our parcels are tracked and registered mail deliveries need to be signed for upon delivery. 

 

International Orders:

Please email us on info@katelauren.com.au with a description of the products you wish to purchase and your delivery address information.  We will then provide you with a postage quote.  Upon acceptance of the postage quote, you will be sent a PayPal invoice including associated postage costs.  Kate Lauren Designs is not responsible for any duties, tariffs, customs charges or additional charges levied by your country of entry. 

All prices on our site are in Australian dollars.

 

 

6. What is your return policy?

 

We want you to enjoy your experience with us and will do whatever we can to ensure that you remain a satisfied customer of ours.  If you are unhappy with your purchase for any reason, please notify us within 14 days via email to info@katelauren.com.au .  You will then need to arrange for the item to be returned to us within 21 days of such notification, at your expense.   Once we receive the returned item and provided it is undamaged and in its original packaging, we will be happy to exchange or refund the purchased price, excluding delivery costs, via your original method of payment.

 

If you consider an item is faulty please email us immediately to discuss an exchange or refund.  Kate Lauren Designs will happily refund or cover any postage costs associated with returns of faulty items. 
Kate Lauren Designs reserves the right to refuse return or exchange where the product is deemed to have been used and when the original packaging has been damaged. 

 

If you believe an item has been damaged in transit you must note it on delivery.  Your delivery on the paperwork denotes that the delivery arrived in satisfactory condition.

 

Please note that although we have taken great care in describing  and visually representing our products accurately, there may still be variations in the dimensions and colour of our products.  In addition, different computer monitors can display colour differently.  Please use colours as a guide only.  If you would like a sample of any fabric, please email us with your sample request and address, and we will happily send a sample to you.

 

 

7. What is your privacy policy?

 

Your privacy is of the utmost importance to us. At Kate Lauren Designs we want your experience online to be satisfying and safe.  All of the information you provide to us will be kept strictly confidential and will not be given to any third party for use other than for delivery of the products you have purchased from us.  Kate Lauren Designs will not sell, exchange, or disclose your personal details.

 

When you subscribe to our newsletter, we use the information you submit to deliver the newsletter to you.  If you no longer wish to subscribe to our newsletter, please email us on info@katelauren.com.au and we will remove you from our newsletter subscription list.

 

Our credit card processing is administered by PayPal and we do not keep details of any credit card information. The PayPal Payment gateway automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits.

 

 

8. Can I copy anything from your website?

 

All content on our website, including images, descriptions, pricing, etcetera, may not be copied or used without our express written consent.

 

 

9. How can I contact you?

 

We check our email regularly and can be contacted on info@katelauren.com.au .  Alternatively, we can be contacted by phone between the hours 9am – 5pm, Monday – Friday on phone: 0421 339 734.