Search our Frequently Asked Questions

Smitten Kitten’s Degraves Street store closed down in March 2011 when the owner-operator became pregnant with her second child and moved back to New Zealand to be closer to the family.

Smitten Kitten now operates online only. We do plan to re-open in both Melbourne and New Zealand once full-time work becomes an option again/when the children have become more independent.

Smitten Kitten is now based in Christchurch, New Zealand. A large number of our customers are still Melbourne based, which is why we have kept the business as a trans-Tasman operation.

Sales are currently being sent from Christchurch, New Zealand. There are times they are sent from Melbourne, depending on season/distributors.

Credit Card

We accept bank debit & credit card payments from both Visa and Mastercard through our secure Payment Express gateway.

Amex

You can pay by Amex by using our PayPal payment option – you don’t need to have a PayPal account to pay with Amex.

PayPal 

We accept payments via PayPal.

Laybuy 

Laybuy is available as a payment option at the checkout. This is available for NZ customers only.

Afterpay

Afterpay is available as a payment option at the check out. This is available for Australian or New Zealand customers only.

All of the above payment options are available at the check out.

We have a currency converter on the Smitten Kitten website but the default prices on our website are in Australian Dollars (AUD). If you make a purchase using a credit card your account will possibly be charged in AUD. If you are paying from overseas please check with your card issuer as additional charges may be applied. 

The name that will appear on your statement will be Smitten Kitten.

We have partnered with popular payment provider Laybuy* so that customers can pay for their orders with interest-free weekly instalments
*Available to NZ customers only.

Q. How do I sign up?

A. Just continue to checkout and select Laybuy as your payment option or visit laybuy.com/consumer to create your account.

Q. Who can use Laybuy?

A. Any NZ resident over 18 with a current debit or credit card. 

Q. How is my limit approved?

A. Your limit is assigned through our instant credit check upon sign up. If you don’t have a credit score, Laybuy will assign you with $120. No extra information about you is required!

Q. How do I return my order?

A. Simply return your items to the Retailer as normal. The Retailer will process the return through the Lay-by platform and we will credit the funds to your nominated debit or credit card and adjust or cancel your payment schedule as necessary.

Q. Is there anything else I should know?

A late fee of $10 will be applied to your account 24 hours after a missed payment. You can also spend more than your assigned limit, the excess will be added to your first payment.

Q. What if the item I want to purchase is more expensive than my Laybuy credit limit?

A. You can shop and spend more than your limit if you have a sufficient balance on your debit or credit card to complete the purchase.

However, if you exceed your limit this will change the way in which you will be required to make payments to us as the excess must be paid at the time of your first instalment.

For example, if you have a limit of $120 and want to purchase an item for $200, your designated debit or credit card will be charged $80 on the date of purchase. That is, the $80 “limit excess” and your payments for the next 5 weeks will be $24 per week.

New Zealand

Free delivery on all orders over $200.
For orders under $200, there will be a flat rate charge of $8

• New Zealand Courier/Non-Rural 1 - 2 working days
• New Zealand Courier/Rural 2 - 4 working days

Australia

Free delivery on all orders over $200 (5-10 working days for delivery)
For delivery to Australia, all orders will now be sent by a tracked Courier 

We have 2 flat-rate shipping options:

• New Zealand Couriers ePost: 5 - 10 working days - $15
• New Zealand Express Courier: 2 - 3 working days - $30

We will provide a tracking reference to help you track your order.

United States

Free delivery on all orders over $200 (8-10 working days for delivery)
For delivery to the United States, all orders will be sent by a tracked Courier.

We have 2 flat-rate shipping options:

• New Zealand Couriers ePost: 8 - 10 working days - $25
• New Zealand Express Courier: 2 - 3 working days - $60

Worldwide 

For orders to the rest of the world we have 2 flat-rate shipping options:

• Untracked Air Mail: 8 - 10 working days - $35
• Tracked Courier: 2 - 5 working days - $60

Our website will automatically send out an email confirmation to you when your order is placed and another once your order has been dispatched.

Occasionally these emails end up in junk folders, so if you haven’t received a confirmation please check there.

If you still cannot locate an email from us then please contact us by email: info@smittenkitten.com.au or info@smittenkitten.co.nz.

Please note all shipping timescales are provided by our courier and freight providers, sometimes they are quicker, sometimes (frustratingly) they are slower. 

The timescales provided are delivery targets. If your order does not arrive within the delivery target it does not mean it’s lost. We have no control over international customs policies and cannot estimate the time frame items may be held by customs or dispatched from International depots. 

We aim to dispatch your order the same day, or the following business day* from the purchase date.

New Zealand 
Delivery usually takes 1-2 business days (non-rural) and 2-4 business days (rural) after dispatch, a tracking reference will be supplied to help you track your order

Australia 

UNTRACKED – Delivery normally takes between 5-10 business days after dispatch – this is an untracked service. If you would like your order to be sent with a tracking number please select one of our tracked shipping options at the checkout

TRACKED – For an extra few dollars, we will send your package on a tracked service (we recommend this option). You can normally expect to receive your parcel within 3-6 business days or 2-4 business days after dispatch for the Express Courier. We will provide a tracking reference to help you track your order

Worldwide 

UNTRACKED – Delivery normally takes between 5-15 business days after dispatch – this is an untracked service. If you would like your order to be sent with a tracking number please select one of our tracked shipping options at the checkout

TRACKED  – Delivery usually takes between ......... business days after dispatch – We will provide you with a tracking reference to help you track your order

*Business days exclude Saturdays, Sundays and Public Holidays.

You must take responsibility for providing an address that will enable delivery to be made within normal business hours. We accept no liability for loss or damage after the delivery has been made. All orders will be scanned on delivery, whether they are tracked or untracked.

Our maximum liability to you is limited to the price of the product ordered. We will meet our own costs for sending an exchanged or refunded item to you if we have made an error or the item is faulty, however, you must deliver any exchange item to us at your own cost and risk.

We ensure our goods are of the highest quality and we are confident that all items purchased from us are in perfect order, in the rare occurrence that you receive a damaged or faulty item please contact us immediately via email to info@smittenkitten.co.nz or info@smittenkitten.com.au.

If the product is in stock, we will provide an exchange.  Alternatively, we will offer you a full refund or store credit. 

All products must be returned to us within 21 days from the date of purchase and must be returned unworn and in the same condition as they were received, with all labels intact and returned with the item.

We make every effort to ensure our product descriptions are as detailed as possible and that includes sizing, images and colour guides. If you have any questions about sizing, colour, fit, fabric or any other concerns, then please feel free to contact us prior to making your purchase – we know our stock really well and are more than happy to help.

If you’re unhappy with your purchase or have ordered the wrong size we are happy to provide an exchange or store credit for the original purchase price of the item (not including shipping costs). Items must be returned to us within 21 days of the original purchase and must be unworn, in a resalable condition with all labels intact and returned with the item. The cost of shipping the returned item is the responsibility of the buyer. 

We will not consider conditions caused by normal wear and tear or failure to follow care instructions to be a fault.  

Due to the nature of our business and for hygiene purposes we do not accept exchanges for items which have been worn and not returned in their original condition.

If your order is not what you expected for any reason, please feel free to get in touch at info@smittenkitten.co.nz or info@smittenkitten.com.au and we will do our best to assist you and resolve your concerns.