Customer Service & Policies


Payment Methods
We accept VISA, MasterCard, American Express, credit cards. We also accept Paypal payments.

IL Sales Tax
IL sales tax will be applied to orders shipped to Illinois.

Checkout Errors
Please make sure the billing address entered on our site matches exactly to the billing address on your credit card statement. If the addresses differ, your order may not be successfully processed. If your order still runs into an error during checkout, please consider using a PayPal account to complete your transaction. Also, please note that for each denied attempt to purchase on our site, you may see a corresponding pending transaction on your online bank statement. These pending transactions, however, do not affect your account balance and will be dropped within a few business days. If you are unsure your payment went through, please contact us for billing assistance.

Please review our shipping policy and tracking information before placing your order. If you have any questions or concerns, feel free to contact us for friendly order assistance and we’ll be happy to help you!

Order Status
  • We process most orders within 1-2 business days, excluding weekends and holidays. Custom orders as well as orders placed during promotional sales may take 3-4 business days to process.

  • Successfully placed orders will receive an e-mail confirmation with your order details. If you do not receive an email, please check your spam filter or contact us for confirmation.

  • If you need any assistance with your order, please contact us immediately via email. We will not be able to make changes to your order via PayPal comments or after your order has shipped.

P.O. Boxes
We're so sorry for any inconvenience, but we are unable to ship to P.O. Boxes. We are not responsible for any undeliverable orders placed with a P.O. Box shipping address.

Tracking Your Shipment
Once your order has been shipped, you will receive an automated e-mail with your tracking information. Your tracking information can also be found by logging into your account and viewing your orders.

US Domestic Orders
  • Standard Shipping
    - Orders typically arrive between 2-9 business days after shipment.
    - $0 - $49.99 Order, $5.00 shipping.
    - $50+ Order, $7.00 shipping.

  • Express Shipping
    - Orders typically arrive between 1-2 business days after shipment.
    - Shipping cost varies by weight. Please use the shipping estimator in your shopping cart page to see express mail rates.
    - Express orders placed after 11 AM PST will be shipped the following business day.

Returns & Exchanges Policy
  • Returns & Exchanges Criteria
    • All return/exchanges must be received within 30 days of the original shipment date.
    • All items must be returned to us in their original, unworn, unwashed, and smoke-free condition.
    • Gifts may be returned for store credit only.
    • If applicable, all items must be returned with their original tags and accessories.
  • Returns & Exchanges Details.
    • Returns/exchanges are processed within 5-10 business days upon receipt of the package.
    • Refunds are issued back to the original form of payment or store credit.
    • The buyer is responsible for all shipping fees. Original and return shipping fees are non-refundable.
    • For US orders only, we will send you your new exchange order with complimentary standard shipping. Your new exchange order’s standard shipping fee will be refunded when we process your return package.
  • Terms & Conditions
    • We inspect all returns/exchanges and reserve the right to deny or refuse a full refund based on the returned condition. Items that do not match the criteria above are subject to denial, store credit, and a 20-50% restocking fee.
    • Not responsible for lost return packages without tracking information.
    • The buyer is responsible for all shipping fees. Original and return shipping fees are non-refundable.
    • By purchasing from us, you accept these terms and conditions.

How to Make a Return
  • Review our criteria above and make sure the items are eligible for a return.
  • Fill out our Returns and Exchanges Form and include it in your package along with the item(s).

  • Address your package to:
    Kie & Kate Couture
    559 Spring Road
    Elmhurst, IL 60126

  • Send your package back to us via the most affordable shipping method of your choice. If available, we recommend noting the tracking number from your shipping label.
  • We will email you once everything is processed and completed.

How to Make an Exchange
  • Review our criteria above and make sure the items are eligible for an exchange. If you would like to exchange a gift you received, please follow the return instructions above for store credit.
  • Place a new order online for your exchange items.
  • Note your new exchange order and include it in your package along with the item(s).

  • Address your package to:
    Kie & Kate Couture
    559 Spring Road
    Elmhurst, IL 60126

  • Send your package back to us via the most affordable shipping method of your choice. If available, we recommend noting the tracking number from your shipping label.
  • We will email you once everything is processed and completed.
Contact: Info@kiekatecouture.com