ACCOUNT LOG IN 
How do I login if I have forgotten my password?
Click the "Account icon" at the top right of the katmaconie.com website, then click "forgot password?". After entering the email address linked to your account, an email will be sent to you allowing you to reset your password
ORDERS AND REFUNDS
I have received a discount code, how do I apply it to my order?
Lucky you! Simply paste the discount code into the Gift Card or Discount code box at check out and press apply. Note that only one discount at any time can apply to a single order. 
My discount code is not working
It might be that the discount code doesn't apply to the products in your cart, for example, some codes can only be used on full price items. If you received the code in a newsletter please check the details in the newsletter or email us for more information. Discounts on time limited promotion will no longer be valid after the promotion dates have passed. 
I completed my order but I haven't received my order confirmation yet
You may experience a few minutes delay after you have placed your order and before you receive the order confirmation. You should also check your "Spam" or “junk email” folders , in case the message may have been delivered there depending on your email settings. If you still have not received an email after five minutes, please contact Customer Service to resend it to your email address.
How do I change information on my order after it has been placed?
Please contact our Customer Service department as soon as possible by emailing us back from your order confirmation notification, or by filling out the form under the "Contact us" section on our website: https://katmaconie.com/pages/contact you can also reach us via WhatsAapp on +44 7486038904. Please note our warehouse is usually very quick at packing your order, which means we might not be able to update an order before it's been shipped out. In this instance we can attempt to turn the parcel around with the courier or arrange a free return. 
How can I track my order?
You will receive a confirmation email with the tracking link as soon as your order is ready to be shipped. You can also log into your Account anytime to track your order. If necessary, please feel free to contact our Customer Service department by email under the "Contact us" section.
How long will delivery take?
Please check out our shipping page for the estimated shipping times for your region. https://katmaconie.com/pages/shipping
I am on holiday, can you deliver to my hotel?
Yes, we can indeed deliver to your hotel. We would advise to check out the shipping times for your holiday destination on our shipping page before placing an order. Please be advised that delivery to some remote areas will need to be completed by road, so might take longer. Please contact customer service if you require further assistance. You may be able to arrange a holiday hold with DHL so the parcel can be delivered after you return from your trip. For more information please checkout the on Demand section of the shipping page here. 
KLARNA is not working when I select it at check out
Please select your local, flag and currency before checkout to access all the payments options available in your region at check out. 
 
Can you send my shipment without a value on the package?
We are obligated to declare the value of the goods on the customs invoice because international orders to some destinations might result in additional import costs. This charge is ultimately determined by your local customs authority. 
Payment of this by the customer may be necessary to release your order from customs. For more information, please consult your local customs office. If an order is sent back to our UK warehouse because the import fees were not cleared, the customer is liable to any additional costs, including the cost of returning the parcel back to our UK warehouse
How much is a return label?
Good news! We can provide all orders in the return period with a prepaid DHL Express return label using our negotiated discounted rates. Please note: You don't pay the prepaid return cost separately, it is deducted from your refund. By using this label you consent to the deduction of the return postage cost from your refund. 
Pre-Paid Return Rates:
UK: £3.99 DHL EXPRESS

US: £5.00 DHL EXPRESS

EU: €5.00 DHL EXPRESS

UAE: AED55. DHL EXPRESS

KUWAIT: KD4.5 DHL EXPRESS

QATAR: QR50 DHL EXPRESS

SAUDI ARABIA: SAR55 DHL EXPRESS

OTHER COUNTRIES: £15 DHL EXPRESS
For more information please check out our returns page. 
I am trying to return an item but I haven't received a return label inside my order. 
As we work towards a more sustainable future, we have now switched over to online returns.  
To arrange a return simply email returns@katmaconie with your order number in the subject line and details of what items you wish to return from your order. The returns team will send you a copy of your return label and instructions on how to book a home collection. 
I received a refund notification, when will I get the money back into my account?
Please be advised that once processed by us the refund is sent straight away to your bank. However, it usually takes 1-5 business days for the refund to be processed into your account, depending on how your bank processes the refund, and for the funds to appear in your bank account. 
If you do not see the refund back into your account, we recommend you contact your bank directly. Please get in touch with our customer service team if you require a copy of the refund authorization key that was sent to your bank.
 
PRODUCTS
How can I choose the best size?
We have put together a guide to Kat Maconie sizing, including a measurement chart (cm) and international conversions to help you find the right fit for you. 
Do you do half sizes?
All our products come in full sizes. If you normally wear a half size, we recommend you take the next size up in Kat Maconie shoes.
The size I want is out of stock
You can sign up for back in stock notification on the producing page by selecting your size and entering your email address. You will receive an email as soon as the size comes back in stock.
I am a wholesaler and would love to stock Kat Maconie products
For all wholesale enquiries please email jasmin@katmaconie.com
Where are your shoes made?
Thank you so much for your interest in our manufacturing set up. We currently manufacture our range in China across a number of smaller artisan factories. We travel to our manufacturers on a frequent basis and have a team on the ground ensuring that the environment for workers is up to a very high standard.
Do you offer Vegan Leather?
We do not offer styles from vegan leather at the moment, however, we are looking into options and hoping to have more to offer in the future. We do however offer some leather-free shoes in our Le Clique range.  
How should I store my Kat Maconie shoes?
Please note these are general guidelines. We always advise storing shoes away from light and heat,  in a clean dry area. Where possible we recommend keeping the shoes in their original shoe box. After wearing them, place your shoes on a shoe tree and leave to air out before returning them to their original shoebox. Never store your shoes in a room that is damp or subject to extreme temperature fluctuations.
Many of our finishes and accessories are produced in house with great care and attention, to avoid damage to them, please avoid contact with abrasive surfaces.
It is normal for leather goods to bear natural imperfections and anomalies, these make every piece original and exclusive to you. To help you better care for your Kat Maconie products 
please use the following guide here: https://katmaconie.com/pages/product-information