Frequently Asked Questions
- where can i track my order?
- when will i receive my welcome email?
- how do i access the u.s. website?
- is my item under warranty?
- do i have warranty without proof of purchase?
- which countries do you ship to?
- how long will it take to receive my order?
- has your returns processes changed due to brexit?
- can i cancel or change my order?
- can i exchange an item purchased online?
- i have returned my item, when will i receive my refund?
- do you offer online gift cards?
- can i get a v.a.t. refund?
- do you offer price adjustments?
where can i track my order?
all our orders are shipped via DPD, you can access the DPD parcel tracker here: https://www.dpd.co.uk/ or download the DPD app. you will find your tracking number in your order dispatch email. please be aware that we’re expecting delays in shipping to some countries within the european union (eu) as europe prepares for brexit. we recommend staying up-to-date with the progress of your order by checking the tracking link included in your order dispatch email but if you require further assistance please contact us here.
when will i receive my welcome email?
it can take up to two hours for your welcome email to be sent. you should check your junk and spam folders in case it is hiding in there.
how do i access the u.s. website?
you can only access our u.s. site in certain locations. if you'd like to place an order, please contact our u.s. customer care team here or call +1866-999-5283.
is my item under warranty?
items purchased directly from kate spade new york specialty shops or on katespade.co.uk have a one-year warranty that covers manufacturing faults.
if you have a warranty query, please send the following details through our contact us form
- image of the item(s) and issue(s)
- proof of purchase
- contact information
kindly note, that if your item was purchased from a third-party retailer you will have to contact them for further assistance.
do i have warranty without proof of purchase?
without proof of purchase, unfortunately your item will not be under warranty. please use our contact us form if you have a warranty query.
which countries do you ship to?
our european website ships to the united kingdom. we have temporarily stopped taking orders and shipping to belgium, france, germany, republic of ireland, the netherlands, spain and italy whilst we make a few final updates required for brexit. our physical stores remain open (subject to local government guidelines relating to COVID-19) if you would like to visit us or book a virtual appointment for a personal kate spade experience. please use our store locator to find your nearest store and we hope to see you again very soon.
how long will it take to receive my order?
you will receive orders in the united kingdom within 3-5 business days for standard delivery, and 1-2 business days for express delivery (allowing extra time for bank holidays), and up to 9 business days elsewhere in europe.
has your returns processes changed due to brexit?
due to mail service interruptions related to brexit, we’re expecting delays in shipping and processing returns from our eu customers. we're also making a few changes to our returns process to make it as quick and easy for you to return any unwanted items. please reach out to our customer care team here or call 0800 240 4320 (monday to friday, 09:00 to 17:00 gmt) and we will arrange your pickup with UPS and issue a commercial invoice on your behalf. please make sure you have the following information on hand when you call:
- customer name and pickup address
- original order number
- details about which item(s) in your order you’d like to return
once your collection has been arranged, please pack the item securely in the original packaging and enclose your completed return form.
can i cancel or change my order?
you cannot cancel or change an order once it has been placed as processing begins immediately, however you can return your order for a refund once it has been received. we encourage you not to return items between 20 december 2020 and 4 january 2021 while europe prepares for brexit and we work out all the new details. we apologise for any inconvenience caused.
can i exchange an item purchased online?
if you'd like to exchange an online purchase, you can do so at any kate spade new york specialty shop; simply bring your delivery slip for proof of purchase to make the exchange. we are unable to process an exchange at our warehouse but you can return the item for a refund by following our return instructions.
i have returned my item, when will i receive my refund?
refunds will be made within 14 business days of the date your items are shipped back to kate spade new york.
do you offer online gift cards?
unfortunately at this time we only offer gift cards that can be purchased at and used in kate spade new york specialty shops, in the uk only.
can i get a v.a.t. refund?
items purchased through our website are not eligible for a v.a.t. refund. you can request a v.a.t. refund for items purchased at any of our speciality shops.
do you offer price adjustments?
for eligible items, we will honor price adjustments for purchases made within 7 days of our first markdown. unfortunately we are unable to offer price adjustments for further markdowns or promotions on sale items.