Frequently Asked Questions (FAQ)

We’re a small business and appreciate that you chose to shop with us! Our goal is to make sure you have a smooth and positive experience. If you are not 100% satisfied, please let us know within 30 days of receiving your order. If we botched your order, we apologize and will fix this ASAP. Please email us so we can correct the issue. Below are some answers to frequently asked questions. If you don’t find what you were looking for, please zip us an email and we’ll happily help.

Free SHIPPING for rugs applies to orders to the lower 48 states in the US. If you are interested in ordering a rug for an address outside the lower 48 or overseas, no problem! Before you place your order, please e-mail us at info@katespain.com to check the added shipping costs and options for your address for what you’re considering ordering from us. Thank you.

  • On average, it takes 7-10 business days for your item to arrive. You will receive an email with tracking information once your shirt ships. If you ordered multiple items, they may ship in separate packages.

  • Some of our products including - t-shirts, sweatshirts, phone cases, prints, mugs + tumblers, spiral notebooks, throw pillows and beach/bath towels - are made-to-order and ship directly from our vendors. These products are known in the marketplace as “POD” products for print-on-demand (POD). If your POD item arrives and is damaged, defective, misprinted, or differs from your order, please contact us immediately so we can help get you a replacement. Do not delay. Unfortunately, because each item is made especially for you, we are unable to offer exchanges or returns for any other reasons.

  • Don’t worry, we’re here to help! Please send a few photos to info@katespain.com showing the problem as clearly as possible. Use a measuring tape in the photo if that will help to convey the issue (ie: if the print is off-center). Include a brief description in your note and either Pete or I will get back to you quickly to resolve the issue to your satisfaction as much as possible. Your happiness and positive experience is so important to us! You have up to 30 days after receiving your package to follow up with us.

  • Many of our made-to-order products are routed through global production facilities. We are unable to adjust shipping costs by region at the time of your order. Once your order is placed, we will refund the difference to reflect the actual shipping charges. We always do the best we can to ensure the lowest cost for shipping to our customers.

LOCAL CHARGES

Please note that local charges (sales tax, customs duty) may occur, depending on your region and local customs duties. These charges are at the customer's own expense. Under no circumstances will our shop pay for your international duties, customs, or taxes.

RUG ORDERS

Special note for rugs to U.S. addresses:

If the rug is the same rug you ordered, in terms of size and style, and not damaged, and you wish to return it, you may do so.

Approved return of a rug from a U.S. address requires the following steps:

  1. Roll and wrap the rug in its original packaging or similar packaging for ground shipment via UPS or FedEx. Ensure it is completely enclosed in the packaging and that any tears in the packaging are securely closed with packing tape.

  2. Bring the securely wrapped rug to UPS or FedEx for ground-shipment return to us at Kate Spain, LLC 280 Grovers Ave, Bridgeport, CT 06605 203-212-6238. Pay the shipment cost to return the rug. Get a tracking # and e-mail the tracking # to info@katespain.com

  3. Upon receiving your returned rug, we will inspect it to ensure it is new and undamaged. In that case, we will refund 85% of your purchase price of the rug to you; the 15% will go to cover our cleaning and restocking fee. To date, no rug returned to us has been damaged and refunds have gone smoothly.

International Orders

For RUG orders to customers with international addresses:

We no longer ship RUGS outside of the U.S., unless first, we receive from you (1) an e-mail in which you state that you have read and understood kdspain.com‘s International Orders policy for Rugs, including that such orders are non-refundable, and (2) your FedEx, UPS, or other major carrier account name, number, and address to ensure that bills your account for the standard shipping costs, Duties, Customs, or Taxes (e.g., Harmonized Sales Tax) for you. 

International orders for rugs are nonrefundable.

Depending on your country's customs laws, you may or may not owe a duty, customs charge, and/or taxes on your purchase. We do not take responsibility for any duties, customs, and/or taxes applied by your country to orders that you make on www.kdspain.com. Before finalizing your order with us, please contact your country's Customs Department. Your country's duties and/or taxes on your purchase are your responsibility. Thank you.

Questions?  Email us anytime!

Thank you!