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FAQs - Order Issues

1. PLACING AN ORDER

 

Haven’t received your order confirmation email?

If you paid via Apple Pay or PayPal, please check the email address associated with your Apple Pay / PayPal account as this is most likely where your confirmation email was sent to. 

If the email address that you entered at checkout is correct, please check your junk and spam folders. If it's still not received after 4 hours of placing the order, please email the Customer Care Team at help@katmaconie.com with the order details so the team can look into this for you.

Orders are not going through

We’re sorry your order didn’t go through. This can happen for several reasons. If your bank did not decline the payment, the issue may be with the billing details provided. Before trying again, please double-check that your name and address are entered correctly. You may also want to try placing the order with an alternative payment method.

Cannot checkout with some items in your basket

If you’re unable to complete checkout, the item may have gone out of stock. Products aren’t reserved when added to your basket, so while they may have been available at the time, they can sell out before you finish checkout.

 

2. ORDER AMENDMENTS AND CANCELLATIONS

 

Can I cancel my order?

We will always do our best to accommodate cancellation requests. However, once an order has reached a certain stage of processing, it can no longer be cancelled. As we aim to ship orders quickly, even if you contact us immediately after placing your order, cancellation cannot be guaranteed.

All cancellation requests must be reviewed and sent to our warehouse team for processing. If you wish to request a cancellation, please email the Customer Care Team and include your Order Number in the subject along with the message “Please Cancel My Order” so we can prioritize your request.

If we are unable to cancel your order, your items may still be eligible for return in line with our Returns Policy.

Can I update the shipping address on my order?

If you’ve entered the wrong shipping address, please email the Customer Care Team as soon as possible from the same email used to place your order. Be sure to include your order number and the correct address.

If your order has already been shipped and you have tracking details, we recommend reaching out directly to the courier to request the change. We’ll do our best to update your address, but depending on the shipment status, this may not always be possible.

Can I change the items in my order?

Once your order has been sent to our warehouse for processing and is packed for dispatch, we’re unable to make changes to the items. You can email the Customer Care Team to check the status of your order before it’s shipped.

If you’d like to make changes after receiving your order, our returns policy allows you to return items within 14 days of delivery. Please note that return conditions may differ for certain products or for items purchased during sales or promotions, so be sure to review our Returns Policy for details.

I purchased an item but it's now unavailable

All items on our website are subject to availability. If a product becomes unavailable after purchase, we’ll let you know and issue a refund for that item.

While we do our best to prevent this from happening, it may occasionally occur. Kat Maconie also reserves the right to cancel or amend orders, and we apologize for any inconvenience this may cause.

 

3. ISSUES WITH ITEMS RECEIVED

 

Damaged, incorrect or missing items

If there are damaged items in your order, you have received the wrong item or items are missing in your order, please email the Customer Care Team within 48 hours of delivery. Make sure to include your order number, a copy of your packing slip and clear images of the damaged or incorrect items so our team can assess and assist you quickly.

Not satisfied with your items received

If you’re not happy with your order, you have 14 days from delivery to request a return or exchange. Please email the Customer Care Team with your order number, the items you wish to return or exchange, and the reason for your request.