Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Our mailing address is available in the footer of our website.
To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You'll also need your receipt or proof of purchase.
To start a return, please contact us at info@katekrochet.com.au. Do not send items back without first requesting a return, as unauthorised returns will not be accepted. If your return is accepted, we will send you a confirmation along with instructions on how and where to send your package.
For any return questions, you're welcome to contact us at any time at info@katekrochet.com.au.
Damages & Issues
Please inspect your order upon receipt and contact us immediately if your item is defective, damaged, or incorrect, so we can assess the issue and make it right. Under the Australian Consumer Law, you are entitled to a remedy where goods are faulty, not as described, or do not perform as expected.
Change of Mind
Change-of-mind returns are not available once an item has been shipped. If you have unintentionally placed an order, please contact us via email within 1 business day of purchase and we will do our best to assist prior to dispatch.
Lost or Damaged Items During Shipping
All parcels (excluding envelope items such as Stickers) include tracking. To help ensure successful delivery, please provide accurate address and contact details when placing your order.
Most delayed parcels arrive within 5 business days of their expected delivery date. If your delivery is taking longer than expected, please contact us at info@katekrochet.com.au so we can assist you in lodging an enquiry with Australia Post.
All items are carefully packaged and leave our store in sellable condition. In the event that your parcel is lost or damaged in transit, please contact us as soon as possible. We will work with you to lodge a claim with Australia Post. Please note that Australia Post's standard compensation for loss or damage is up to $100 AUD — for more information, please refer to Australia Post Compensation Terms and Conditions.
Digital Products
All digital product sales are final. As our digital products are delivered instantly via download upon purchase, they cannot be returned or exchanged. Please review all product details carefully before completing your purchase. This does not affect your rights under the Australian Consumer Law in the event of a defective or non-functional file.
Item Misuse
All items are shipped with care instructions. Refunds and returns are not available for damage caused by failure to follow the provided care instructions. This exclusion does not apply where a product has an inherent defect unrelated to care or use.
Sale & Discounted Items
Change-of-mind returns and exchanges are not available on sale or discounted items. However, your rights under the Australian Consumer Law remain unaffected — if a sale item is faulty, not as described, or fails to do what it is supposed to do, you are entitled to a remedy regardless of the purchase price.
Item Received Is Not As Described
While every effort is made to ensure you receive the correct product, mistakes can occasionally occur. If you receive an incorrect item, please contact us via email within 14 days of receiving your order. We will arrange return of the incorrect item and send the correct replacement upon receipt of the returned goods.
Defective or Unusable Items
If your item has a defect that prevents its correct use, please contact us via email within 14 days of receiving your order, including your name, order number, a full description of the issue, and supporting evidence (e.g. photos). Once assessed, if KateKrochet is found to be responsible for the defect, we will arrange a replacement or refund at no cost to you, in accordance with the Australian Consumer Law.
Exceptions — Non-Returnable Items
The following items are not eligible for change-of-mind returns: digital products (see above), gift cards, and items that have been used, damaged through misuse, or are not in their original condition. These exclusions do not limit your rights under the Australian Consumer Law for faulty or incorrectly described goods.
Exchanges
The fastest way to get the item you want is to return your original item and, once the return is accepted, place a new order for the replacement. Please contact us to initiate the return process before sending anything back.
European Union — 14 Day Cooling-Off Period
If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification. Your item must be in the same condition as received — unworn or unused, with tags, and in its original packaging — and you will need your receipt or proof of purchase.
Refunds
Once we have received and inspected your return, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to post the refund to your account.
Refunds cover the cost of the item only. Original shipping costs and any duties, tariffs, or taxes paid at the time of import are non-refundable, except where required by law (for example, where KateKrochet is responsible for a fault or error).
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at info@katekrochet.com.au.