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Frequently Asked Questions



Why is my initial order not guaranteed?

 At Kitten D’Amour, we only create a very limited number of each beautiful design. We do this to keep each collection as unique as possible. We have five divine boutiques that carry the same designs that are also purchased online, this means the orders placed online are often sourced from our Boutiques. Unfortunately because of this we cannot guarantee that the order you place will be in stock every time. You’ll receive a confirmation email, detailing this to you and will shortly after receive a follow up from one of our lovely customer service Kittens, letting you know of the whereabouts of your order.

 

Oh no… my order has been sold out, what now?

 In the case that we don’t have your desired item in stock, our customer service kittens will contact you; letting you know of any similar sizes or styles you may be interested in! Here, you’re more than welcome to swap your sold our item for another, simply omit the sold out item from your purchase or cancel your order. A full PayPal or Zippay refund will be offered for any items we do not provide you. We do not process Credit Card Payments until we have your items ready to ship, so in this case we will amend your order as such!

 

How soon can I expect my order?

 Once your beautiful designs are sourced and transferred from our boutiques and confirmed we process and post your order right away! All orders are sent by Registered Mail with Australia Post. Registered post takes between 4 and 7 business days to be delivered from the day of dispatching the order. You might need to collect your parcel from your local post office if you are not home to receive it.

 You will be given the option to pay for Express Post for $20 when you place your order. Express Post Orders will be processed and sent within 3 business days.

 

Will you be getting …. Back in stock?

 Because we love to keep our collections as unique and exclusive as possible for our Kittens, we do not rerelease our beautiful designs. However we do re stock designs from our signature D’Amour range; the perfect staples to any Kittens wardrobe! http://bit.ly/1rwj1FT

 We simply love to hear your feedback…If there is a design in particular you would adore to see again, send an email to support@kittendamour.com and perhaps you will see a similar style in an upcoming collection!

 

Do you offer refunds?

 There are no refunds offered for change of mind or incorrect size choice. We do not refund if the garment is no longer suitable or it does not fit or if the garment is damaged due to the customer not following the labelled care instructions or if the customer has damaged the garments after the garments have left the Boutique in a new and sale worthy condition or if you decide that you don't want a garment once they arrive. Clicking 'Place Order' confirms that you accept the terms and conditions of the transaction. Once we accept your order these terms and conditions apply. This also applies if you receive an item and you refuse to accept the package from the Post Office or Courier Company.

 

 Do you offer exchanges?

We most certainly do! Kitten D'Amour offers Exchange or Store Credit for change of mind or incorrect size choice provided you return the garment within 28 days from the date of purchase. Returns must be unworn and in original condition with all tags attached. Strictly no returns on any swimwear or lingerie. Please include the receipt with your return.

If you wish to return an item or items, for a Credit Note or Exchange, the exchange can only be used on NEW items, the exchange can not be made on the same items.

 

 My gorgeous new design is faulty…what do I do?

 If an item purchased is faulty, you must inform Kitten D'Amour within 7 days of receiving your order via email to support@kittendamour.comPlease note if faults occur after the garment has been worn generally this is not the responsibility of Kitten D'Amour depending on the time frame being ‘Reasonable’. These situations will be determined on a case to case basis. Kitten D'Amour has the right to refuse responsibility after the garment has been worn.

 

How do I return or exchange my item?

 We are thrilled to offer our Australian Kittens FREE returns! Contact one of our lovely customer service kittens, either through email (support@kittendamour.comor phone (07  3245 1122) and we can determine if you would prefer an exchange or credit note in exchange. Then simply send your design for FREE with the included parcel and return address sticker! Don’t forget to include your receipt!

 Alternatively, you can return or exchange your item in any of our wonderful boutiqueshttp://bit.ly/ZivYeW

 

I’m an international Kitten…what are my exchange and return policies?

 Unfortunately we are unable to offer free returns from international kittens at this time. However, you are still more than welcome to return or exchange your item with your self-purchased postage. Simply send your designs to 2/18 Merritt St, Capalaba, QLD, Australia 4157 after contacting one of our customer service kittens.


What about duties, customs and additional fees? 

We ship all international orders DDU (delivered duty unpaid), and we do not collect VAT (value added taxes). All taxes, duties, and customs fees are the responsibility of the recipient of the package. Though we cannot predict what your particular charges will be, you can contact your local customs office for more information regarding your country's custom policies. If you have any additional questions, you can contact us by calling 07 3245 1122, or via email on support@kittendamour.com or Live Chat.

What payment methods do you accept?

 We accept Credit Card, PayPal, Zippay and Afterpay in the wonderful world of Kitten D’Amour! We are also more than happy to process your order over the phone (07  3245 1122)

 

Do you offer layby?

 We do not offer layby, however we do offer ZipMoney!

 

What is Zippay?

 Zippay is a secure, simple and convenient online payment option that lets you make purchases now and pay later with no credit card required. It’s fast and easy and is specifically designed to help you manage your online spending....with no interest! Buy Now…Pay Later, with up to $1000 credit to reuse anytime! http://bit.ly/1nJWVhr

 

 What are my shipping options?

 We are thrilled to offer you FREE freight for domestic orders over A$200*. Domestic orders under A$200 will be charged a flat fee of A$10 to cover postage and handling. All orders are sent by Registered Mail with Australia Post. Registered post takes between 4 and 7 business days to be delivered from the day of dispatching the order. You might need to collect your parcel from your local post office if you are not home to receive it. *Excluding Lamps

 You will be given the option to pay for A$20 Express Post when you place your order. Express Post Orders will be processed and sent within 3 business days.

 

Do you ship internationally?

 Yes, we certainly do! FREE Freight for International Orders over A$300*. International orders under A$300 will be charged A$30 for freight, except New Zealand customers who will be charged AUD$15 for freight. All International Orders are shipped via Registered Post for flat rate postage. We also offer Express International Courier for A$50 which we would allow 3-4 business days to arrive. *Excluding Lamps.

 

How can I track my order?

 Once your beautiful designs have been shipped, you’ll receive an email from one of our customer service Kittens with your tracking number! You may want to visit http://auspost.com.au/track/ to track its progress.  

 

 Do you have a size guide?

 We absolutely do! http://bit.ly/1FWrzAe Feel free to call our customer service kittens should you like any further assistance with sizing. 07 3245 1122

 

Why are your sizes different than other stores?

 Our size chart has been built around our target market and no company’s size chart is exactly the same… however, we do our best to accommodate to every shape and size.


What is this blue card I’ve received with my purchase?

That is your unique Kitten D’Amour Loyalty card! All of your purchases will be recorded on your Loyalty Card; once you have spent $300 on full priced items we will send your very own Kitty Cash!

 

What is Kitty Cash?

 Kitty Cash is our special reward to our loyal Kittens! Simply spend $300 on-line or in-store on full priced items and you will be eligible for a $25 Kitty Cash gift card to use in one of our boutiques or a $25 on-line gift certificate to use on-line! We will apply points to your Loyalty Card when you shop on-line or in-store, if you do not have a Loyalty Card we can send you one with your on-line order or you can pick one up from one of our boutiques.

 

 What is a Kitten VIP and how do I become one?

 To become a Kitten D’Amour VIP / Elite member, simply spend $2000 within a three month period. Kitten D’Amour Elite VIP members are given a discount of 15% off any full priced items (excluding Shoes & Follies). Elite VIP members are also given access to our very special VIP changing rooms which are located in our Boutiques.

 

How do I buy/ use a Gift Card?

 Head to the ‘Gift Vouchers’ tab on our website http://bit.ly/1m6Syzo and simply purchase an online or in store Gift Card! When purchasing an online voucher, your coupon code will be emailed to you as soon as the payment is processed! When ordering an in store gift card, online, your physical Gift Voucher will be posted to you as soon as your payment is processed!

Alternatively you can purchase your in store gift voucher whilst in one of our beautiful boutiques!

 To use an online gift card simply type the gift card code into the box below the heading “Gift Cards” at the bottom of the checkout page.

 

How do I sign up for the newsletter?

Simply enter your email address at the bottom left of the Kitten D’Amour footer, and be the first to know about our new releases and exciting offers! Psst! We also offer our lovely Kittens a $10 off coupon code when subscribing!

 

Do I have to register to place an order?

Yes. We do require you to register with kittendamour.com to be able to place an online order. This is purely for record purposes.

 

Do you have boutiques?

We currently have two gorgeous boutiques in Brisbane; Westfield Chermside, Westfield Carindale, one in the Pacific Fair Shopping Centre on the Gold Coast and three boutiques in Sydney; QVB, Castle Towers and Westfield Chatswood. To find out more about our boutiques, please visithttp://bit.ly/ZivYeW

 

Where is your clothing manufactured?

We manufacture our designs both in Brisbane and in China. The talented tailors that we use in China make for some of the world’s most prestigious brands and their workmanship is second to none.

 

How often is a new collection released?

 A new Kitten D’Amour collection is released every two to three weeks.

 

Who do I contact about applying for a job with Kitten D’Amour?

 All resumes and job applications can be sent directly to support@kittendamour.com

 

I would like to make a complaint. Where can I do this?

 A customer complaint can be sent to any of the following emailssimon@kittendamour.com or

support@kittendamour.com

 

Where can I apply for the “Kitten of the Month” competition?

 Simply send us a photo of yourself in one of your beautiful Kitten designs via Private Facebook Message and request to be added to the “Kitten of the Month” competition!

 

Does Kitten D’Amour do custom orders or alterations?

 Unfortunately not. At this stage we do not offer any custom orders or alterations. The only time we will alter a garment is if there is a manufacturing fault.

 

 Where can I buy the furniture featured in store?

 We currently don’t sell any of our store upholstery as most of it has been designed or is unique to Kitten D’Amour.

 

Is any of the décor for sale?

Yes. Not all of our décor is for sale however Alana does design lamp shades, lamps, violins and more to be purchased… these, as well as our collections, are very rare.

 

Who makes all of the décor?

 Alana designs and hand makes most of the décor you see herself!

 

What age group is Kitten D’Amour for?

 Kitten D’Amour is designed for women of all shapes, sizes and ages. If you feel beautiful in Kitten then it was made for you!

 

Will Kitten ever design menswear?

 At this stage Kitten D’Amour only designs womens wear and unfortunately there are no menswear designs in the foreseeable future.

 

Why do I have to purchase an item before I get it transferred from an interstate store?

 This is so that you are guaranteed the garment. If you do not purchase an item before it is transferred interstate it may be sold to another customer. It also costs to ship garments between interstate stores and we like to secure the sale before doing so.

 

Do all stores have the same stock?

 All stores receive the same stock however the amount of stock sent to each store may differ as some stores sell out of items faster than others.

 

How often do you have new shoes come in?

We only re-stock or order new shoe styles when we have a high demand from our customers or our stocks are low. As we use this to base our orders on, the time frame can differ.

 

Do you send out new accessories with each collection?

Alana likes to design unique accessories for most of her collections however not all collections include them.

 

What is the best way to care for my Kitten D’Amour designs?

Please always refer to the care instructions on the designs label. You will find most of our garments require a hand wash in cold/warm water with a mild detergent however some garments may require to be dry cleaned.