Get in touch
We'd love to hear from you
Whether you have a question about sizing, your order or a piece you have your eye on, our small team is here to help, personally.
Every message is read by a real person, and we always do our best to reply as quickly as possible.
Warm regards, the Kate on Queen team
Email us
The quickest way to reach us. Please include your order number if you have one.
hello@kateonqueen.comCustomer service hours
- Monday to Saturday9am to 6pm
- Sunday10am to 4pm
Melbourne time (AEST/AEDT)
Where is my order?
Follow your parcel step by step with the tracking number from your shipping email.
Track your orderSend us a message
Prefer to write to us here? Fill in the form and we'll reply to you by email. If your question is about an order, please include your order number so we can help you straight away.
- hello@kateonqueen.com
- Mon to Sat 9am to 6pm, Sun 10am to 4pm (Melbourne time)
Good to know
Frequently asked questions
How long does delivery take?
We prepare your order within 1 to 3 business days. Delivery then usually takes 3 to 7 business days, so most orders arrive within 4 to 10 business days. Shipping is free across Australia.
How can I track my order?
As soon as your order ships, you'll receive an email with your tracking number. You can follow your parcel on our Track Your Order page.
I'm not sure about my size. Can you help?
Of course. Each product page has a size guide. If you're unsure between two sizes, send us a message with your usual size and the item you like, and we'll gladly advise you.
Can I change or cancel my order?
Please contact us as soon as possible. Once your order has been processed or shipped, we may no longer be able to change it, so the sooner we hear from you, the better.
How do returns work?
You're covered by our 30-day money-back guarantee. Simply email us within 30 days of receiving your order and we'll guide you through the next steps. Please don't send anything back before contacting us. You can read all the details in our Returns and Refund Policy.
My item arrived damaged or incorrect. What now?
We're sorry about that. Please email us with your order number and a few clear photos of the item and packaging, and we'll sort it out with you.
Still have a question?
We're happy to help with anything at all. Simply drop us a line and a member of our team will get back to you.
Email hello@kateonqueen.com