FAQ
Kate's Bags - Frequently Asked Questions
At Kate's Bags, I want to make sure all your questions about ordering and shipping are answered.
How long does it take to receive my order?
I take pride in preparing each bag with care. Please allow 3-4 business days for me to get everything ready. Once shipped, your bag should arrive within 4-7 business days, depending on your location.
Do you offer free shipping?
Yes! I offer free shipping on all orders within South Africa. For international orders, shipping fees vary based on location.
Can I track my order?
Absolutely! Once your order is shipped, I'll send you a tracking number so you can follow its journey right to your door.
Do you ship internationally?
Yes, I ship worldwide! Shipping fees and delivery times vary based on your location. If you need more details, feel free to reach out before placing your order.
Can I change or cancel my order?
If you need to make changes or cancel an order, email me at info@kate-bags.com as soon as possible. I'll do my best to accommodate if the order hasn't been processed or shipped yet.
I want you to be completely satisfied with your purchase. Here's what you need to know about returns and exchanges:
What's your return policy?
If your bag isn't what you hoped for, you can return it within 14 days. Make sure it's unused and in its original packaging.
How do I return an item?
If you'd like to return your item, email me at info@kate-bags.com with your order details and the reason for your return. I'll then send you the return instructions. Please note that return shipping costs are not covered, and items should be sent to my workshop in South Africa.
When will I receive my refund?
Once I receive your returned item, I'll inspect it and email you with the results. If approved, your refund will be processed within 7-10 business days to your original payment method.
What if my refund hasn't arrived?
If you haven't received your refund yet:
- Check your bank account again
- Contact your credit card company, as it may take some time for the refund to post
- Contact your bank to confirm the transaction status
Do you offer exchanges?
I only offer exchanges for items that arrived damaged or defective. If you need an exchange, email me at info@kate-bags.com and I'll guide you through the next steps.
What about gifts?
If your item was a gift sent directly to you, you'll receive store credit for the value of the returned item. Once your return is processed, I'll send you a gift card for future use.
Proper care will ensure your Kate's Bags item remains beautiful for years to come:
How do I care for my bag?
To keep your bag looking its best:
- Clean Gently: Wipe with a slightly damp cloth and mild soap if needed.
- Store Properly: Keep in the dust bag provided when not in use.
- Avoid Moisture: Keep your bag away from rain and excessive humidity.
- Regular Maintenance: Apply leather conditioner occasionally to maintain suppleness.
Are your bags waterproof?
While my bags are made with quality materials, they are not completely waterproof. I recommend avoiding exposure to heavy rain or moisture to maintain their condition and appearance.
I aim to make the payment process as simple and secure as possible:
What payment methods do you accept?
I accept major credit cards like Visa, MasterCard, and Amex. You can also pay securely using PayPal, Apple Pay, and Google Pay.
Is the payment process secure?
Absolutely! I use industry-standard encryption and secure payment processors to ensure your financial information remains protected.
When will my card be charged?
Your card will be charged at the time you place your order.
I'm here to help with any questions or concerns you might have:
How can I contact you?
You can reach out to me with any questions or concerns at info@kate-bags.com. I'm here to help and ensure you have a wonderful experience with Kate's Bags.
What are your business hours?
I typically respond to emails within 24 hours, Monday through Friday. Weekend inquiries will be addressed on the following Monday.
Have More Questions?
If you didn't find your answer here, just drop me a message! I want your shopping experience with Kate's Bags to be as smooth as possible.
Email: info@kate-bags.com