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Frequently Asked Questions

Shop FAQ 

  1. Holiday Shipping

    Here is some important information and cut-off dates to know when purchasing Mr. Kate products* this holiday season:

     

    Domestic Orders (orders with a shipping address in the USA)

    First-Class Mail (free) - December 19th, 2016

    Priority Mail - Decmeber 20th, 2016

    Priority Mail Express - December 22nd, 2016

    *EXCEPTIONS Cut-off dates do not apply to Mr. Kate hats and Art Prints. We do not guarantee the delivery of those items before Christmas as they are printed and shipped on demand by a third party.

     

    International Orders: International delivery times vary from country to country and we can make no guarantees about order delivery times. Please do not place international orders if you NEED your item before December 25th as your package will likely not arrive in time.

     

  2. **Black Friday // Cyber Monday Sale Policies**

    Black Friday/Cyber Monday Weekend Sale promotion starts on Friday, November 25th at 12:01AM EST and ends on Monday, November 28 at 11:59PM EST.

    Promotions are limited time offers. Discounts are applied to orders placed within the promotional period only. We cannot make a price adjustment to purchases made before the promotion starts or extend the sale once it has ended--even if you missed it by only 15 minutes--so shop early!

    The Mr. Kate team works hard to ship your products out as soon as possible. However, since we receive a massive amount of orders during Black Friday and Cyber Monday, please note that processing time may take longer than the usual 1-2 days. USPS also receives a high volume of packages to deliver after Black Friday and during the holiday season, so expect a delay in delivery time as well. We appreciate your patience!

    If you'd like to receive your products faster, please select USPS Priority or USPS Express shipping during checkout. This means that your package ships faster once it gets to USPS. Our normal processing time still applies.

    If you absolutely MUST have your orders by a specific date, please email orders@mrkate.com along with your order number immediately to inquire about expedited processing options. We cannot guarantee any rush orders without adding an additional fee.

    Sale items are non-refundable. Items purchased during Black Friday and Cyber Monday sales are only returnable for exchange or store credit.

  3. What’s up with shipping? 

    The Mr. Kate team attempts to ship promptly after orders have been placed through the online portal. Orders that have been placed Monday-Friday before 5 PM EST will begin to process within 24 hours (not including holidays) and will ship within 1-2 business days after receiving approved payment. Shipping will not occur over the weekend. We are not responsible for any lost/stolen packages or unforeseen weather conditions, peak season or package delays by the United States Postal Service.

    Please note that USPS Priority shipping option does not equate to "express" shipping. It means that once your package is received by USPS, it will have a faster shipping time of 1-3 days domestically (not guaranteed). Our normal order processing time of 1-2 days still apply even if you selected this option. Please plan accordingly if you need the product to arrive by a certain date. To upgrade your shipping to a guaranteed delivery date USPS Express service for an additional fee, please contact orders@mrkate.com as soon as possible.

    If your purchase contains a Mr. Kate Art Print, or a Mr. Kate Hat, please note that they ship out separately from another office. Please give the item 1-2 weeks for production, plus the addition time frame allotted for shipping.

    If the package is returned to sender (Mr. Kate) because it is marked "undeliverable as addressed" or "wrong address" by USPS, we will attempt one re-delivery to you at a different address (domestic only, international with additional shipping fee). You may also choose to have the order refunded for the item amount (excluding any shipping charges), but please note that we cannot process your refund until we receive the package back at our office. Packages that are "returned to sender" tend to have considerably longer shipping time (anywhere from 2 to 4 weeks). If you need to have the products re-delivered as soon as possible, we advise you to contact us, place another order right away, and wait for the original package to be received and refunded. 

  4. Do you ship internationally? 

    Yes! We do our best to ship everywhere. Certain countries do have restrictions on shipping jewelry, so if you have any questions please contact orders@mrkate.com. Most international orders take anywhere from 1 to 4 weeks to arrive. Unfortunately customs systems vary depending on the country so we can’t give exact estimates for transit. If you have not received your package after an unusual amount of time, please contact your country's Customs department to see if the package is being held for pick-up since there may be customs duties/taxes that needs to be paid before you can receive your package. All customs fees and taxes are the responsibility of the customer. We can not control the international shipping process after the package has been shipped from our shipping department.

  5. Do you offer gift wrapping service?
    All Mr. Kate jewelry comes in an individual kraft jewelry box with the Mr. Kate logo wrapped in kraft tissue paper regardless of whether it is a gift order or not. We can include a personalized note and omit the pricing information on the invoice for any gift orders shipped directly to the recipient. Simply use the "Note" section during checkout or contact us at orders@mrkate.com. Please note that we are required by law to declare the actual values of the products for any international orders on the customs form that will be attached to the package.

  6. What’s your return and exchange policy? 

    Returns are accepted on all Mr. Kate products, excluding used items or damaged pieces (by the customer). All returns must be postmarked and mailed within thirty (30) days of the date of purchase.  Item(s) must be in original unused condition, and must contain all packaging, boxes, and/or cards included.

    Please note that Mr. Kate cannot process or issue a refund for returned items if it has been longer than thirty (30) days after the date of purchase. Any returns over thirty (30) days sent without prior return authorization from the Mr. Kate team are subject to a 50% restocking fee subtracted from the store credit that will be issued for the refund. 

    To return an item, simply include the merchandise you are returning along with a brief description of why you would like to return the item on the invoice.  Mr. Kate  does not cover the cost of return shipments. Your order will be refunded the day it arrives back to the headquarters. Sale items and items purchased during promotional events (Memorial Day Sale, Black Friday Sale, etc) are only returnable for exchange or store credit, unless otherwise noted as FINAL SALE. Final sale items cannot be returned or exchanges.

    Please mail all returns to:

    Mr. Kate
    5569 W Washington Blvd
    Los Angeles, CA 90016

    Shipping and insurance charges are non-refundable, and the customer will be responsible for returned shipping costs, unless the item returned has been damaged in transit (with provided proof of damage). Improper packaging will not be accepted for returns or exchanges of Mr. Kate items, and it is highly recommended to purchase shipping insurance as Mr. Kate is not responsible for lost or damaged packages.

    If you request a refund or store credit from Mr. Kate, you will be refunded or credited for the price of the purchased item and applicable tax, but not for the cost of shipping and/or insurance. It may take up to five (5) days for the refund to remit payment into the given account

    Damages and Exchanges-

    If you would like to exchange the product initially purchased, the customer is responsible for all shipping costs for the exchange. All sales are final unless the sale item has been damaged. When Mr. Kate receives the item for exchange, we will inspect the piece for any damage or wear and issue an exchange upon approval of the returned product

    Please inspect ALL purchases immediately upon receiving the package. If the item has been damaged in transit to the customer, please notify Mr. Kate as soon as the package has been received at orders@mrkate.com.  Mr. Kate will file a claim with the insurance provider and the customer will be e-mailed with further instructions.  Please do not throw away damaged packaging and/or envelopes containing damaged pieces.

  7. How about Taxes/Duties and Refused Shipments (for international orders) 

    The customer (international shipping), is responsible for any additional taxes, duties and/or custom fees. If the customer decides to refuse shipments from Mr. Kate, he/she is responsible for the original shipping charges of the package refused, also any duties, taxes and/or customs fees that have accrued on the original and/or returned package. The shipping charges, taxes, and fees will be deducted from your merchandise refund once Mr. Kate has received the refused package. The same policy applies to any package that arrived at its destination (according to the tracking) but was noted as undeliverable as addressed/wrong address by your local postal service and returned to Mr. Kate.

    In order to comply with export regulations, we are required by law to declare the exact values of all items in the package and mark them as dutiable merchandises. We cannot declare less than their true values as it is a violation of U.S. law and the laws of most other countries. As a retailer, we are prohibited from marking your order as a "gift" even if the order is intended as a gift to the recipient.

  8. Still have questions? Email us at orders@mrkate.com and we will get back to you asap!

HAPPY SHOPPING!