Customer Care

Have a question? Just ask us! We’re here to help you 7 days a week and usually respond within just a few hours. Plus, you can find most answers to your questions right on this page.

Email Us: customercare@kateketzal.com

SHIPPING & DELIVERY

$9.95 flat rate shipping on all orders

How long will it take for my order to ship?

It will take 1-2 business days to process your order, regardless of the shipping option selected at checkout. We ship Monday through Friday, excluding weekends and holidays. We do not ship orders the same day. Please allow up to 2 business days for orders to process (if you order on Monday, your order should ship out on Tuesday or Wednesday).

Shipping Rates

Do you deliver to PO Boxes?

No, we're unable to deliver to PO Boxes at this time. This is because your order will most likely be delivered via courier, and they require a street address to make deliveries.

Can I have my order delivered to my workplace or a location other than my billing address?

Yes! In fact, we encourage you to select a delivery address where someone will be available to receive your parcel, or you consider to be safe to leave deliveries unattended. For orders over $250, it’s best to select a delivery address where someone will be available to sign for your parcel.

Will I have to sign for my parcel?

Depending on your order value, your parcel may require a signature on delivery. We encourage you to select a delivery address where someone will be available to receive your parcel, or consider to be safe to leave deliveries unattended. If your order is over $250 in value and you do not want the hassle of signature on delivery, please leave us a note at checkout.

RETURNS & EXCHANGES

Do you accept returns or exchanges?

Please choose your items carefully and email us with any questions prior to purchasing. For most items, we accept unworn/undamaged returns for exchange only. If you would like to make an exchange, please email us at customercare@kateketzal.com within 7 days from the date of delivery.

Our bridal sashes and white/ivory satin clutches cannot be returned or exchanged. These items are made-to-order in our Australian studio and are particularly delicate, so all sales on these items are final. We promise they're beyond gorgeous and we're quite sure you'll be smitten with them!

ORDERING & PAYMENT

Pricing & Currency Conversion

All prices listed on the website are in US dollars. For international orders, the bank that has issued your credit/debit card determines the exact exchange rate that you will be charged.

What payment methods do you accept?

We accept PayPal, Visa, Mastercard and American Express. We use PayPal to process all our Payments. You don't need a PayPal account to use PayPal, they accept all major credit cards including Visa, MasterCard and American Express.

Import Duty & Sales Tax

If you're ordering outside of the United States or Australia, you may incure import duty and taxes. You are responsible to pay any applicable inbound duties, taxes, and any other fees which your local Customs authority deems appropriate.