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?
- 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?
you can track your order on the Hermes site at www.myhermes.co.uk
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 by emailing firstname.lastname@example.org or calling +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 to email@example.com:
- 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 contact us at firstname.lastname@example.org if you have a warranty query.
which countries do you ship to?
our european website ships to the united kingdom, spain, france, italy, germany and the netherlands. you can select your shipping country in the top right hand side of the page.
how long will it take to receive my order?
you will receive orders in the united kingdom within 2-4 business days (allowing extra time for bank holidays), and within 5-7 business days elsewhere in europe.
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.
can i exchange an item purchased online?
you can return the item for refund using the packing slip included in your order. 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.
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. to track your return, please email customer care at email@example.com with your return reference number and we will be happy to help!
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.