Customer Service Policy – Smitten Kitten

Customer Service Policy

Smitten Kitten is dedicated to providing excellent customer service and quality products. Even though we operate solely 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.

Refunds and Exchange

A refund or exchange must be agreed to by Smitten Kitten before item/s are returned via email - 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.

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