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Question: Do you have a physical store?
Answer: No sorry, we only sell online. We do not offer local pick up because we do not have a store front.
 
Question: Can you be contacted by phone?
Answer: Yes, but we prefer to contact you once we have all of the details of the product or purchase that you are enquiring about so send us a message through eBay and leave your contact number and we will call you back as soon as we have an answer.
 
Question: I wish to buy an item of clothing but I am not sure which size to buy?
Answer: The measurements for each garment are detailed within the listing. If you are unsure about what size to buy, please contact us with your measurements and we will do our best to suggest a size for you but this will not be a guarantee of fit if we do suggest a size. Please refer to our return/exchange policy.
 
Question: Will your sizing be the same as other garments I have?
Answer: Unfortunatley there is no standard size for clothing as measurements are not uniformed across different manufacturers. We recommend you use the measurements provided within the listings to determine your size. Please let us know if we can be of any assistance.

Question: My size is out of stock - when will you be receiving more?
Answer: If an item you wish to purchase is out of stock please send us a message containing the size and colour you require. We will advise when new stock is expected and add you to our waiting list. You will receive a message when the new stock is available for purchase. You can also join our facebook page for notification on new stock arrivals, to get the first selection of sizes and special deals.
 
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Question: Do you offer Express Post?
Answer: Yes. Express Post is available on all items shipped within Australia. Please click on the 'Postage and Payments' tab below the main picture in each listing to view the postage options. During checkout, Express Post is available under shipping methods.
 
Question: Do you combine postage for multiple purchases?
Answer: Yes. Please commit to buy your items and then click on 'Request A Total From Seller' before making payment. We will then send you a revised invoice as soon as possible with all purchases combined and the cheapest postage options depending on the weight of your items. You can then pay for your items.
 
Question: My item was posted over a week ago and I still haven't received it?
Answer: Items with postage fees over $3.00 have a tracking number added to your eBay sales record when your goods dispatch, please check the online tracking. MOst of the time this will explain where your item is. All items with postage fees over $3 must be signed for. If there is no one home at the delivery time, the delivery person should leave a calling card but don't always do so. For items shipped with Aussie Post, the goods will be taken to your local Post Office to await collection. Fastway deliveries are returned to your local depot, you should call them on the calling card number and arrange a pick up or redelivery. Both Aussie Post and Fastway will return your goods to us if they are not collected.
 
Question: How long will my parcel take to arrive?
Answer: Delivery times depend on the postage method selected and your location. For example, a regular parcel to Perth can take up to seven business days or two days via Express Post. If you wish to know how long your item will take to arrive, please contact us and advise your post code. If you require your item urgently, we recommend using Express Post.
 
Question: Why do you send most items with tracking?

Answer: We want to be confident that the item you purchase will be delivered.

In order to achieve this:

  • We recommend that items over $20 are sent via with signature on delivery.
  • In some cases we give you a choice to save money by choosing no signature delivery but you choose this at your own risk. We cannot be held liable for the loss of items when no signature is required. Unresignatured items are sent at the buyers's own risk! This extends to you giving instructions allowing a courier to leave goods without a signature.
 
Question: How long will it be before my item ships?
Answer: Items will be posted within 1 business day of payment clearance however if payment is received before 12pm Monday to Friday, we can send them the same day. If you pay for your purchase after 12pm, your item may not leave until the next business day.
 
Question: Do you offer local pick up? Where are you located? Can I pay cash on Pick Up?

Answer: No, we do not offer local pickup so we also don't offer cash on pick up.
Please note, we do not have a physical store.

For more information on postal options including delivery times, costs, additional service offerings click here:

  General Info:   Tracking:  
  Post   Track  
  Post   Track  
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Question: What payment methods do you accept?
Answer: We accept Bank Deposit and Paypal. Paypal allows you to use a credit card to make your payment if you don't want to set up an account.
 
Question: Can you please supply your bank deposit details?
Answer: Our bank details will be made available during the eBay checkout process. Please select 'Bank Deposit' as your payment method and our details will be made available to you. eBay will then inform us of your pending payment .
 
Question: How long do I have to pay for my item?
Answer: Payment is required within ONE WEEK (7 days). If you cannot pay before this date, please contact us and let us know. An Unpaid Item Case will be opened automatically after FOUR days if you do not let us know your payment plans.
 
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Question: What is your refund/exchange policy?

Answer: We understand that buying online can be tricky and sometimes expectations are not met. We are committed to 100% customer satisfaction.

For non-sale items, we offer a no questions asked exchange policy or a refund provided as:

  • an exchange of item to the same value of the return or
  • a store credit valid for 6 months or
  • a cash refund with a 10% restocking fee.

Refunds and exchanges are subject to the items being returned to us for processing with 1 week of you receiving them, if you want to make a return or exchange it's best not to delay with getting the item back in the post.

If the item/s has been:

  • worn (for more than trying on),
  • washed,
  • has the tags removed or is without the bag,
  • is soiled with makeup or deodorant marks etc,
  • has pet hair on it,
  • smells (BO, Perfume, Smoke etc),
  • is not complete or
  • is in anyway not in the original condition,

the return will be rejected and sent back to you so please make sure your return is in it's original condition before sending it back.

**SALE ITEMS **

In general we do not offer returns on sale items however we are willing to exchange for an alternate size in the same style if the size you need is available.
Credit and refund options are not available on sale items so please choose carefully.

 
Question: I have received my item but it does not fit. Can I please return it for a different size?

Answer: Yes, no problem at all. You will just need to pay for the postage both ways.
Please contact us ASAP to advise the size you require and we will put it aside for you.
Please return your item to:

Kitty Deluxe (Exchange)
PO Box 50
Unanderra NSW 2526

  • It is important you include pre-paid return postage so we can send the exchange back to you ASAP.
  • We recommend sending your item via Signatured or Express Post to insure against loss.

The easiest way is to include a pre-paid Australia Post satchel with your return. Please visit Australia Post for pricing details.

We will process your return as soon as the item is received. You will receive an e-mail advising that your item has been received and that:

  • Your replacement has been sent
 
Question: I have received my item but it is not suitable. Can I return it for a refund?

Answer: Yes, no problem at all as long as the item was not on sale, sale items are not returnable for a refund. Please contact us and advise you wish to return your item.
The return address is :

Kitty Deluxe (Refund)
PO Box 50
Unanderra NSW 2526

  • We recommend sending your item via Signatured or Express Post to insure against loss.

We will process your return as soon as the item is received. You will receive an e-mail advising that your item has been received and that:

  • You that you have a store credit and when it expires or
  • That your refund has been made (see below).
  • We will also request your assistance with cancelling the eBay transaction so we can recoup our selling fees.

The store credit will be the value of the item excluding postage. A cash refund will be to the value of the item excluding postage and less a 10% restocking fee.
If you paid by Bank deposit originally please give us your bank account details so we can make a cash refund to your account.
If you don't specify a credit or cash refund we will assume you want a store credit.
We do not offer full cash refunds unless we have made a mistake.

 
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