welcome to customer care

have a question or two about shopping at katespade.sa? you're in the right place. choose the topic on the left to find complete information about orders, payment, shipping, and more.

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Shipping & Delivery

shipping information
- Saudi Arabia
  
  order limit
  
  Price
  
  delivery time
  
  orders more than 800 sr free 3-4 business days
  
  orders less than 800 sr 50 sar 3-4 business days
shipping rules & restrictions
- you complete your order, you will receive an email with all the information related to shipment against your order. delivery for orders value above 800 sr are completely free, while for orders value below 800 sr are subject to a charge of 50 sr only.
  all delivery times are expressed in days /weekdays. orders will be sent upon receipt of payment, provided that the payment is confirmed and that we have stock on hand. stock problems could cause delays in delivery time and cancellations. in case of any unavailability of the stock at the time of the request, we shall be delighted to entertain every inquiry of yours in no more than 48 hours’ time period. all deliveries in saudi arabia are to be completed within 3-4 business days.
  once we receive your order we make all attempts to deliver the item in the shortest possible time, however, it might take longer than expected in some far to reach areas, small towns or rural areas, due to weaker logistics connectivity that is beyond our control. we shall appreciate your kind patience under such circumstances and in the mean time we shall stay connected with you for all information regarding your order. these delivery times are approximated, and delays can occur due to problems with the parcel company.
  during any special promotions or sale period, the delivery could suffer delays up to 10 working days. item availability product availability is not guaranteed until items are purchased.
item availability
- product availability is not guaranteed until items are purchased. fulfillment for most orders begin as soon as your purchase is completed. your items are shipped once payment is approved, your shipping address is verified, and the item is located.
in-store pickup
- Right when you need it. Buy it now, pick it up in store.
  
  GET YOUR ORDER IN 3 HOURS WHEN YOU ORDER BEFORE 1 PM ON BUSINESS DAYS (Mon - Thursday). here’s how it works:
  
  Step 1: Select a store near you, then check out online.
  
  Step 2: As soon as your order is ready our customer services will inform you by Email/SMS.
  
  Step 3: Pick it up. enjoy!
  When can I pick up my purchase?
  You will receive an email/sms when your order is ready for pickup, typically within 3 hours in business days (Mon - Thursday). If you ordered before 1 pm, your order will be ready for pick up the same day on business days (Mon - Thursday). If not, your order will be ready the next morning after store opening.
  What information do I need to pick up my order?
  A copy of your order confirmation (on your phone is fine) and one of the following: a valid ID.
  Where do I go when I arrive?
  Once you get into our store, let any available associate know you are picking up an online order. Your items will be brought to you.
  How long will the store hold my order for?
  You have up to 72 hours to pick up your order. You can reach out to the store directly if you need to request an extension.
  I can’t pickup my order right away. Can I request an extension?
  Yes, you can reach out to the customer services email to let them know what day and time is best for you to pick up your order. If you can’t make it at all, our team can offer you other delivery options.
  How can I cancel or return my order?
  If you would like to cancel or return your order, please refer to our return policy.
  Can my items be personalized or customized in store?
  Yes, If the service is offered at that store location.

returns & exchanges

return & exchange policy

t&c	legit return(s)	non-legit return(s)
product condition	wrong deliveries manufacturing defects incorrectly fulfilled orders item(s) found damaged at the time of delivery.	un-wanted item(s) un-pleasant item(s) damaged item(s) but return request made after 2 days of delivery discounted items(s) with minor imperfection & scratches All accessory products arenâ€™t applicable such as: Jewelry, fragrances, watches, sunglasses etc.
return shipping charges (sr)	free	55sr
return request time limit	2 days from the date of receipt	14 days from the date of receipt
refunds	full refund including the shipping charges & any cash handling fee on cod	product face value only/ excluding the initial shipping charges & cash handling fee on cod*

EXCEPTION / NON-RETURNABLE ITEMS

Certain types of items cannot be returned. We regret to inform that returns for all accessory products arenâ€™t applicable such as: Jewelry, fragrances, watches, sunglasses etc. Please get in touch if you have questions or concerns about your specific item.

*Please ensure that any requests made for damaged items after the period of 2 days from the date of the receipt, shall not be entertained as a Legit return shall be charged as a Non-Legit return accordingly*

we have a fourteen (14) return policy, which means you have 14 days after receiving your item to request a return.

to be eligible for a return, your item must be in the same condition that you received it, unworn, unused, undamaged and in perfect condition with all tags, and in its original packaging, branded boxes, dust bag (if applicable), protective outer box (if placed inside a for shipping etc.). youâ€™ll also need the receipt or proof of purchase and any other related information that may be required to understand and ensure the validity of such return.

there is a period of 2 days for any legit return, such as if the item(s) is/are found to be damaged upon delivery, having a manufacturing fault or whether the item(s) is/are not what you ordered originally from the website.

no shipping fee is required for legit returns.

no return or exchange is allowed for items that are discounted at 70% or more.

items that are discounted from 30% to 70% will be subject to a charge of sar 100 on returned and/or exchanged.

items that are discounted below 30% will be subject to a charge of sar 55 on returned and/or exchanged.

gift wraps will be subject to a charge of sar 75 on all discounted items.

please expect minor scratches and/or imperfections on discounted items that will be dealt with policy mentioned above.

exchange is allowed only for footwear products and within two (2) days form the day of the receipt.

Exchange is only eligible for the same purchased value or higher.

we have a fourteen (14) return policy, which means you have 14 days after receiving your item to request a return.

to be eligible for a return, your item must be in the same condition that you received it, unworn, unused, undamaged and in perfect condition with all tags, and in its original packaging, branded boxes, dust bag (if applicable), protective outer box (if placed inside a for shipping etc.). you’ll also need the receipt or proof of purchase and any other related information that may be required to understand and ensure the validity of such return.

there is a period of 2 days for any legit return, such as if the item(s) is/are found to be damaged upon delivery, in a defective packaging, having a manufacturing fault or whether the item(s) is/are not what you ordered originally from the website.

no shipping fee is required for legit returns.

no return or exchange is allowed for items that are discounted at 70% or more.

items that are discounted from 30% to 70% will be subject to a charge of sar 100 on returned and/or exchanged.

items that are discounted below 30% will be subject to a charge of sar 55 on returned and/or exchanged.

gift wraps will be subject to a charge of sar 75 on all discounted items.

please expect minor scratches and/or imperfections on discounted items that will be dealt with policy mentioned above.

exchange is allowed only for footwear products and within two (2) days form the day of the receipt.

damaged or defective items
- we advise customer to inspect every order upon receipt, and if customer found defective and/or damaged item(s) and/or wrong item (not ordered) , customer is advised to contact us immediately by sending email at customercare@katespade.sa with pictures/images evidencing the claim so that we can evaluate the issue and take necessary actions to satisfy customer's request.
  
  claims related to orders not received
  
  if after the stipulated time of delivery the customer has not received the order, he/she must inform katespade.sa about it by sending an email to customercare@katespade.sa, in order to contact the carrier to resolve the backlog.
price adjustments
- we are committed to offering you the best price possible, so if you find the same item priced for less within the next 21 days of your purchase date, we will refund you the difference with a gift voucher redeemable online.
  how we price match
  we only price match with identical items, variations such as colour, size and style are not accepted. the item must be full price (discounted, promotional and sale items are not eligible for price guarantee). we will only price match an item once it has been purchased from katespade.sa operated under almoallim group and it must be claimed within 21 days of your order date.
  how to claim your price guarantee
  contact our customer care team by email, phone or using the online form, with your original purchase receipt, purchase date, old price & new price.
  
  once our customer care team has agreed that your claim fits the above outlined criteria, you will receive a gift voucher with the difference.
  
  the voucher will be applicable to redeem on full priced items only within 21 days.
  
  voucher can be used only for 1 item and can not be used along with any other promotion. (2 vouchers cannot be used in a single transaction)
  price difference
  if an item you purchased goes on sale within 21 days of your purchase, your item qualifies for the discounted price. please note, the item must be in the same size and colour that was purchased.
  
  sale items with further reductions do not qualify for price guarantee.
  
  the difference between the purchase price and the sale price will be provided through a voucher redeemable with full priced items only within 21 days.
  
  once an item has been accepted for price difference, it will no longer be eligible for return/exchange.
  
  note: lost vouchers cannot be re-issued or re-printed.
refunds & credits
- in case of a return, customer is advised to make a request for a return by sending us an email at customercare@katespade.sa once received our customer care team will contact the customer via email/contact numbers provided by customer within 24 to 48 hours of receiving of such return request. if the return request is accepted by the company’s relevant department (the company reserves the rights not to accept any return), we shall generate a return label for our shipping company to be notified with the return order information. upon receiving the return label, our shipping company will get in touch with the customer to ensure a time for the collection of the item(s). once the item is collected, it shall be delivered to us and the customer shall be notified of the successful return.
  
  *it is important to note that non-availability or delayed responses/action from customer side sometimes may make this process longer than expected. we therefore request our customers to ensure their prompt response and availability on the agreed date & time with our customer care and/or with the courier/logistic company.
  
  upon receiving acceptance/rejection of customers’ return request our customer care will get in touch with customer and will inform to the customer regarding the status of refund. if approved, the customer will be automatically refunded the full face value of undamaged returned items less any delivery charges and cash handling fees where applicable on the original payment method used for any purchases. please remember it can take some time for customer’s bank or credit card company to process and post the refund too.
  
  please note this policy is applicable on the purchases done at katespade.sa only. any claims, changes or refunds related to the products purchased in kate spade chain stores or from distributors of kate spade brand, will not be the responsibility of the online store. therefore, the customer must address to brick and mortar stores or agents in order to deal with the claims or questions related to them.
  
  for further questions, please send an email to: customercare@katespade.sa
  
  gift cards are non-returnable / non-refundable

shopping & ordering

contact information

you may also find the answer to your question here.

click here for order status

click here for return information

call us
for general inquiries and questions about your order status, give us a ring. we're always happy to hear from you.
0591593617

email us
for general inquiries and questions about your order status, send us a message using the email below. we'll get back to you as soon as we can.
customercare@katespade.sa

Customer Care

welcome to customer care

track your order

TRACK YOUR ORDER NOW

Shipping & Delivery

Saudi Arabia

returns & exchanges

shopping & ordering

sizing

item care & warranty

the fine print

contact information

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order limit	Price	delivery time
orders more than 800 sr	free	3-4 business days
orders less than 800 sr	50 sar	3-4 business days