FAQ

Last Updated 01 Aug 19

SHOPPING & ORDERING

Which payment methods and gateways do you accept?

We accept payments via Visa, MasterCard, debit and credit cards. If preferred, we also offer the option to use PayPal Express Checkout. 

Which currencies can I pay in?

Katherynloche does not accept international orders. Therefore, all payments would be paid in Australian Dollars.

Do you accept order outside Australia?

Yes, we do. At the moment, we only ship to selected countries. Please view our Shipping and Delivery page for more information. 

International orders:

New Zealand

We offer free shipping for all purchases from $70 AUD.

All purchases under $70 incur a flat shipping cost of $12.00 AUD

Expected delivery time for orders to New Zealand is10-12 business days depending on location. Please note that there may be delays to shipping during busy periods and holidays.

United States and other countries

All other international orders < $120 AUD placed via the AU website incur a flat shipping cost of $12-$15 AUD. We offer free shipping for all orders over 120$ AUD.
Please note that the order value thresholds for shipping costs apply to the total value of an order after any discount codes have been applied. 


All shipping charges from your order are non-refundable, and we are unable to change your shipping method once you have placed your order. By placing an order with Katherynloche, you are responsible for original shipping charges,
all applicable custom and duty import fees, and the cost of return shipping back to our office.


Due to customs requirements, unfortunately we can not ship to PO Boxes internationally. Please provide us you other postal address.

Custom and Duty:
All custom fees and duty are paid by customers, and will not be covered by Katherynloche. Depending on delivery location customs fees and charges may be payable.


Please note that your order is shipped duties and taxes unpaid. VAT, taxes and/ or duties are not included in the shipping and the products price. We will state the value of the order on the parcel based on customs authorities requirement.
Once your order has been dispatched, we will send you email updates about its progress so you know exactly when to expect it.

Could I make changes for my order after placing it?

Unfortunately, no changes can be made once an order is submitted. This is because we offer same day dispatched, and express shipping. However, you can contact us to return or exchange items that you are unsatisfied. Please refer to our returns and exchange conditions for more information. 

Can I cancel my order?

In order to improve the customer service, we dispatch all orders as soon as we can. Therefore, we are unable to cancel an order or change customer details in your orders after it has been placed. We recommend that you check through your cart before checking-out to ensure that everything is in order. 

What if an item I want to purchase is sold out/out of stock? Could I re- order the items?

With our main products range our stocks are limited, and not all products will be able to be restocked. However, sold-out products that we can restock will usually take around 2-3 weeks to bring back, so if you’re keen on a particular item, be sure to keep an eye out for it!

With our handmade range, we would try our best to restock sold-out item within 3 weeks. Since all products in that range are handmade, it takes longer time to create in order to guarantee the quality of products.

For handmade products, do you offer custom orders?

Handmade products are all delicately designed and crafted by Katherynloche. Although we currently do not offer one-off products or customisation, we will do our best to provide our customers with this offering in the future.

Do the product colours match those exactly like on the photos? I want to make sure I get the right one!

As we use natural and artificial lighting during our photoshoots, there might be a slight difference on products colour. However, we do our best to provide the most exact colour as we can.

If you are unsatisfied with the products due to a disparity between the product colours and those shown on our site, you can return the product within 14 days. For further information, please refer to our return and exchange policy.

 What if I am allergic to some certain metals in jewellery?

If you are aware of any skin allergies, such as contact dermatitis, we suggest that you read our product descriptions. If you are allergic to Nickel, we recommend some of our Nickel and Lead free products. Please read our products description for further information. We care about you and try our best to provide you the best purchase decisions. 

I am not sure what size of rings to purchase

Most of our rings are adjustable due to the open-back design, meaning only one or two sizes will be on offer. However, our rings will follow the Alphabetical sizing system. Please refer to the product description for the diameter of ring size.

How to I use my discount code or a credit note?

In our check out page, you will need to fill in your email and delivery information before apply any discount codes/ or vouchers, in the provided area. Only one discount code may be applied for each cart-checkout.

 Why isn’t my discount code/ vouchers working?

If your discount code or vouchers are not working, you might need to check if:

  • The items in your cart do not meet the discount code terms and conditions. (i.e. 10% off on all Full Prices items, sale items will not be applied to items already reduced)
  • The code has expired
  • The discount code has been typed correctly

Please apply any discount code in the space provided after filling in your delivery information and email address for order confirmation.

 Can I use multiple discount codes on my order?

Unfortunately, only one discount code at a time can be valid for an order. (i.e. If you apply a code for “10% discount”, you will not then be able to apply a “Free Shipping” code as well in the same purchase).

I forgot to enter promotional code? What should I do?

Since an order is placed, we could not make any changes. You will have to save it for the next purchase

Please remember to enter your promotional code before submitting the order.

SHIPPING AND DELIVERY

How long does it take for shipping and delivery?

All orders would be delivered by Australia Post eParcel.

Domestic orders:

For metro area, estimated time of standard delivery is 1-4 business days, and 3-7 business days for other rural areas.

If you choose Express Shipping option at check out, your parcels will arrive within 2-4 days with tracking number.

Please note that Katherynloche does not ship to PO Box. 

If you need further information, please contact Katherynloche customer service at contact@katherynloche.com or our Contact page.

International Orders:

Please allow 5-10 business days for the order to arrive depending on your country and shipping options. 

How long does it take for my orders to be dispatched?

Our handling time takes 1-2 business days. This means that your order will generally be sent out within this period.  We will send you a confirmation email with your tracking number once your package has been sent.

In order to meet customer expectation and needs, we try our best to dispatch for all orders before 2pm. Orders made after this time will be dispatched the next day. Please note that handling time might be longer in sale and holiday period.

Can I track my order?

We will provide a tracking number for all standard and express deliveries through a shipping confirmation email.

Do I need to be at home when my orders are delivered? If I a not at home, where would happen to my order?

If you are not a home, a card will be left in your mail box or in front of the door for picking up parcels at your local Australia Post Office. As we do not have an Authority to Leave option, all orders will require a signature on delivery.

I haven’t received my shipping confirmation email? What should I do?

For all shipping confirmation emails, please allow up to 24 hours, or the next business day for the email to be sent if you placed an order during weekend.

Please check your junk or spams folders if you have not received any shipping confirmation email in your inbox. To avoid our email going to junk or spam folders in future, we suggest to add us as a contact :)

If you have any further concerns or the problem persists, do not hesitate to contact us through email or our contact page. We’re happy to help!

Do you offer Express/ Standard shipping?

For all Australian orders:

We sure do! For express shipping, we charge a flat rate of $10 for all orders. 

For Standard Shipping, we charge a flat rate of only $6.50 for all orders less than $55.

Also, you are eligible for free standard shipping for orders over $55, so you don’t have to feel too guilty for that purchase you really want.

For international orders: 

Standard and Express Shipping charge are different depending on your countries. Shipping cost are ranging from $12-$15 AUD for standard post. 

 RETURNS AND EXCHANGE

What is your returns policy?

If you are unsatisfied with your item(s), your item(s) can be returned with 14 days of receipt for returns and exchange.

Change of mind: we unfortunately do not accept returns or provide refund for change of mind.

Unless deemed faulty, we cannot accept return/ refund or exchange for certain items including earrings or other piercing jewellery due to health reasons. We will only offer credit notes, or exchange products of equal or lesser value.

Please be aware that products on sale/ or promotion can not be exchange or returned for store credit unless they are incorrect or faulty. We do not offer refund sale products. 

For more information, please refer to our Returns and Exchange Policy click here 

My product, how can I return my orders?

Please read our Returns and Exchange Policy if you wish to return your items for refund, replacement or repairs.

You must adequately package any product you are returning for our collection to ensure that it is not damaged during return delivery to the returns address. We will arrange for any products you want returned to be collected, usually within 5-7 business days.

As per your duty of care, if you damage products then subsequently return the products, you may be liable to pay for repairs to the product. In these circumstances, where a repair is not economically viable, no refund will be made.

Katherynloche does not cover the cost of return shipping for both international and domestic orders. You may choose regular or express shipping methods. We suggest your return is trackable as we can only process returns on items that have been received. 

Do you pay for my returns shipping?

Unfortunately, we are not responsible for return shipping fees if you wish to return your item(s).  All return shipping costs will be the customers’ responsibility.

How long does it take for my return to be processed?

We will try our best to proceed your returns request ASAP. Once we receive your return at our office, it may take 5-7 business days to process

Katherynloche

www.katherynloche.com.au