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Customer Service


CUSTOMER SERVICE POLICY

Smitten Kitten is dedicated to providing excellent customer service and quality products. Even though we operate soley online now, we would still like to offer you the same friendly and helpful service we worked so hard to maintain in the boutique.  If you feel a little anxious about making a purchase, or have any questions, please feel free to email us and we will do everything we can to help out and make your experience with us a special one.

We will attempt to make sure that all the products listed on our website are currently in stock. We will confirm your order and payment with a receipt by email.  All items displayed in the shop are in stock but may sell out before your order is received.  If the item you have ordered is sold out and no longer in production, we will refund your payment immediately.  If it is sold but still in production, we will advise you when it will be back in stock to arrange a back-order or an agreeable alternative item or refund.

All products listed on our website are in Australian Dollars.


DELIVERY INFORMATION

We deliver products to New Zealand, Australia and Worldwide using New Zealand Post.

Deliveries within New Zealand will take between 1 - 3 working days. Deliveries to Australia from 3 - 6 working days and Worldwide between 6 - 14 working days.

Postage for Smitten Kitten purchases is free of charge using Standard Air Mail. This service does not offer parcel tracking for Australian and Worldwide deliveries. If you require tracking you will need to upgrade your service to Courier at the Checkout. 

There is a flat rate courier charge of AU$35.00 as an option at the Checkout. This service has a 2 - 3 working day delivery window within Australia and a 3 - 6 working day delivery window Worldwide and will be tracked. We are happy to arrange alternative delivery options using the Contact Us enquiry form.

Orders that are in stock are dispatched the same day or the following working day from when your purchase is made.  

Delivery times may vary on Special Orders.  We will inform you via email or phone with an estimated delivery window.

These delivery windows are only estimates. We have no control over international customs policies and cannot estimate the time frame items may be held by customs. We can offer a tracking number for you to monitor if there is a delay in delivery if you upgrade to the Courier Service.

You must take responsibility for providing an address that will enable delivery to be made within normal business hours. We accept no liability for loss or damage after the delivery has been made.

Our maximum liability to you is limited to the price of the product ordered. We will meet our own costs for sending an exchanged or refunded item to you if we have made an error or we accept that the item is faulty but you must deliver any exchange item to us at your own cost and risk.


REFUNDS & EXCHANGE

A refund or exchange must be agreed to by Smitten Kitten before item/s are returned via email - info@smittenkitten.com.au. Smitten Kitten will provide you with the return address and a return reference number.

We will exchange any product that does not match your order. If the item you receive is not what you ordered, you may return it to us for a refund or exchange provided the tags have not been removed and product has not been worn.  You must notify us immediately by email and return the item to us within 14 days with a valid receipt, in its original condition and packaging.

We only offer a refund when the product has a fault and where an exchange is not possible.  We will not consider conditions caused by normal wear and tear or failure to follow care instructions to be a fault.  

We are happy to exchange products or offer a credit note when items are not the correct size.  For hygiene purposes we do not accept exchanges for items which have been worn and not returned in their original condition.


SIZING

Please take your measurements accurately and refer to our sizing guide to help you select the correct size.

If you feel unsure about how to use the sizing guide or have any questions regarding size, please send us an enquiry, we would love to help you.


CARE INSTRUCTIONS

To extend the life of your precious purchase we recommend that you hand wash your lingerie very gently in lukewarm/tepid water (no more than 30 degrees celcius)

Use soap flakes or delicate washing shampoos.  Less is more!  Use only a small amount creating a light lather to preserve the life of your lingerie. Aggesssive washing powders and detergents damage delicate fabric and disolve stitching and elastic

Rinse thoroughly in clean, cool water

Drip dry in shade or dry by rolling gently in a towel and lying flat in shade

Never soak as colours may bleed and mix together

Never leave in sunlight as colours may fade

Your lingerie is made of delicate fabric and lace and therefore not machine washable

Do not use a tumble dryer

Carefully press silk sleepwear on a low heat and inside out to bring back luster

Care instructions are attached to each garment. For the best individual care, please follow the instructions on the garment carefully as they may differ from the general directions we have given.  If you have any questions regarding the care of your lingerie please contact us by completing the Contact Us Enquiry Form


SECURITY POLICY

When purchasing from Smitten Kitten your financial details are secure using PayPal.


PRIVACY POLICY

Smitten Kitten is dedicated to keeping your details private.  Any information we collect about you is kept strictly confidential and secure.  We only use this information to identify your orders, to communicate with you via email and to personalise your shopping experience.

We will not disclose information about our customers to third parties, except in the case of providing a service to you and we have your permission to do so. We may amend this privacy statement as our business requirements or the law changes.  Any changes to this privacy statement will be updated on the smittenkitten.com.au Website.

Please contact our customer support by email – info@smittenkitten.com.au if you have any queries in relation to our privacy statement or you believe that your privacy has been breached.

References to "we", "us" or "our" throughout www.smittenkitten.com.au ("the Website") are to Smitten Kitten.  The use of the Website and the purchase of any products ("Products") from the Website are governed by these terms and conditions ("Conditions"). We reserve the right to modify these terms and conditions from time to time without notice to you.