You've got questions; we've got answers!
WHO'S KATE HEWKO?
Kate Hewko is a mom of three kids (and two weiner dogs), natural-born entrepreneur, and lover of cool sh*t. Marrying her degree in economics with her diploma in fashion marketing, she’s been hustling in fashion ever since. In 2016, she started designing jewelry and opened a shop — where people immediately started asking for clothes to complete the look. That’s when she started her own private label, Kate Hewko, that you know and love today. Kate’s not designing each piece, but consider her your fashion fairy godmother who finds the coolest sh*t and elevates your look. Every item has been personally curated by Kate, reflecting her rebel spirit and eye for the new.
I HAVE AN EVENT COMING UP, WHICH SHIPPING OPTION SHOULD I CHOOSE?
If your event is 7 days or less, we recommend choosing a UPS shipping option.
HELP! MY PACKAGE SAYS DELIVERED BUT I ACTUALLY DON’T HAVE IT!
For any shipping-related issues, please contact firstname.lastname@example.org.
RETURNS & REFUNDS
WHAT’S YOUR RETURN POLICY?
You can read our full return policy here, but basically you have up to 30 days from delivery to request a return for refund, store credit, or exchange. There’s an $8.99 fee withheld toward shipping + handling (but it’s waived for exchanges + store credit returns). We’re happy to provide easy, automated returns for American and Canadian returns. :)
HOW DO I RETURN MY ITEMS?
Easy! Simply log in with your order number and email address to our returns portal, found here. It’ll automatically email you a return label — drop that off at any post office and you’re good to go! You can also read our full return policy here.
I CHANGED MY MIND; CAN I CANCEL MY ORDER?
We’re happy to cancel it so long as it hasn’t shipped out yet! To cancel an order, please email email@example.com. If it’s already shipped, we’re happy to provide a return label so it can be sent back + refunded once it arrives.
CAN I EDIT MY ORDER?
We can’t make promises, but we can always try to help. Please get in contact with firstname.lastname@example.org!
MY REFUND WAS APPROVED; WHEN WILL IT SHOW UP IN MY ACCOUNT?
In general, refunds process within 3 business days. In some cases it can take up to 7 business days, depending on your financial institution. If it’s still not in your account by then, we recommend reaching out to your bank or card company first. But if you need more assistance after that, please email us at email@example.com!
I CREATED TWO RETURN LABELS, BUT I ONLY WANT TO USE ONE TO SEND BACK ALL MY ITEMS. IS THAT OK?
Totally cool, but please give firstname.lastname@example.org a head’s up first! Otherwise, there’s a chance the second refund might be processed significantly later.
IF I RECEIVED A DEFECTIVE ITEM, WHAT SHOULD I DO?
Please give us a call or shoot us an email at email@example.com.
SIZING & CLOTHING
HOW DOES YOUR SIZING WORK?
Each item has unique measurements, as each item has its own fit. A "general size guide" doesn't ever truly work in the fashion world because of fabric and fit (stretch, oversized, bodycon, tailored, etc.). Make sure to measure yourself and reference the tape icon on each product page to get the best fit.
WHERE ARE YOUR PRODUCTS MADE?
We work with partners all over the world, but as a rule of thumb, most of our clothing is made in China and most of our jewelry is made in Mexico. We only work with manufacturers we trust to make sure all our clothes are made in line with our values.
I'M IN LOVE WITH YOUR SHOES. WHERE ARE THEY FROM?
We don’t sell shoes, but 9 times out of 10, they’re model-owned or from a great sale at Nordstrom’s Rack ;)
HOW DO I EARN POINTS?
Welcome to the girl gang – we’re pumped you’re here! Earn points on every order, or even just by signing up, following on Insta, or leaving a review. Read up on all the deets here.
HOW DO I USE MY POINTS?
You can log into rewards account here - it’s not the same thing as your Shopify account! Any available rewards will be listed in your rewards account. To redeem your points, just copy the rewards code provided in your account, and paste that code in the box at checkout labelled "Gift card or discount code".
WHY ISN'T MY CODE WORKING?
Here’s the most common reasons we see why a code might be saying “invalid”:
- Make sure you're logged in to your account (each code is uniquely generated, so if you try to check out as a guest or with a different email, it won't let you)
- Make sure the code has no spaces before or after; and last but not least
- Sometimes it says "invalid" while in the cart, but when you add the code at actual checkout, it goes through no issue.
If it’s still giving you trouble, please email firstname.lastname@example.org
WHAT'S YOUR SUSTAINABILITY POLICY?
You can read all about our efforts here. :)
WAIT, WHY IS THERE SALES TAX ON MY US ORDER? AREN'T Y'ALL IN CANADA?
Thanks to Wayfair v South Dakota, we are required to collect and remit sales taxes as we cross online sales thresholds, even if we don’t have a physical presence in that state. (Sorry!) Currently, the only states we collect sales taxes are Georgia, Illinois, Maryland, Michigan, North Carolina, and Virginia. Each state has its own thresholds and this may change throughout the year.
DO YOU DO WHOLESALING?
We’re flattered you asked! But no, we do not.
WHO DO I CONTACT FOR MEDIA REQUESTS?
You can reach out to email@example.com, but please note that we get tons of interview requests, and at this time it’s just not our priority. We will most likely decline, but we wish you the best of luck with your article, show, blog, or podcast!
I NEED MORE HELP. WHO DO I CONTACT?
We got you! For pre-purchase questions, email firstname.lastname@example.org. For post-purchase help, contact email@example.com. You can also reach us by phone anytime M-F between 10am - 5pm Mountain Time at (587) 356-1229.