How can we help?

Whether you need help trying to place an order or looking for the best delivery option to suit you, our help section will guide you through any questions you may have.

  • Do I need to create an account to place my order?

    You will need to create an account when placing an order online, this will allow you to log back in to view your order history.

  • Personal Information Security

    We take your privacy and security very seriously. We work hard to make sure that we only use your information in the ways that you want us to. When you shop at our website we protect your payment details so that all your information is encrypted before it is sent over the internet.

  • Problems signing into my account / forgotten password

    If you're having difficulties accessing your account, firstly we recommend you double check that the email address and password are correctly typed. If you cannot remember your sign in details, please click on the 'forgotten password' link where you will need to enter your email address. We will then send you a link so that you can create a new password and carry on shopping.

  • Unsubscribe to newsletter

    To unsubscribe from our weekly e-mail newsletter, simply click the 'unsubscribe' link at the bottom of your latest newsletter e-mail and you will no longer be on our mailing list.

  • Change of address and personal details

    It is easy to change your account details. Simply click here and login to your account to amend your details and enter any new information. Please note that these changes will only apply to orders placed going forward, if you need to change any details on an order currently being processed please contact Customer Service.

  • LET KAREN MILLEN REWARD YOU

    The KM Black Program is our way of rewarding you for purchasing those must-have, distinctive items season after season. Your membership gives you a backstage pass to exclusive previews, promotions, trends, insights and more in-store and online. In addition, Karen Millen (KM) Black membership earns you points on every purchase, in-store or online. Then at the end of each season, we convert points into your own unique reward voucher, to spend on next season’s brand new collection.

    KM BLACK BENEFITS: - Exclusive end of season rewards - Special offers and exclusive sales/promotions - Personal VIP service at your preferred Karen Millen store - Invitations to exclusive Karen Millen Black events - KM Black virtual member card.

    BECOME A KAREN MILLEN DEVOTEE NOW

  • I Can’t place my order

    We're really sorry you're encountering problems paying on our website. Please ensure:

    - The billing address matches the address that your card is registered to (what is visible on your bank statements).
    - Card number is entered without any spaces or punctuation marks.
    - Terms and conditions are ticked.
    If there is no option to make the payment for a particular item, then it is likely that the product has become unavailable. If you continue to experience issues placing an order, please contact our Customer Service team by clicking on the button on the right-hand side of this page.

    To enable us to investigate your enquiry as fast and efficiently as possible, the web browser you are using and the area of the website you are experiencing the issue.

  • Store locator

    Please click here to locate your nearest store

  • How do I search for a product?

    If you're searching for something specific, type the desired product name into the search tab at the top right of the webpage and we will show you everything on the website related to your search. When you have found what you want, simply click 'add to bag', carry on shopping or go to the checkout to organise your payment and delivery.

  • My promotion code hasn’t worked, how do I apply this?

    We're so sorry that your discount didn't apply to your order. The reason your code isn't working could be one of the following

    - One promotion can only be used per order.
    - Promotion may only be valid for 1 transaction only.
    - Promotion may exclude certain product e.g Sale goods.
    - Promotion has expired.

    We would suggest checking the terms of the promotion for any exclusions. If after this you're still finding the promotion isn't applying, please contact customer service whilst letting us know of the discount code you're entering and we'll be happy to help.

  • If an item is sold out, is there a way I can still get the item?

    Yes, we're pleased to say there is a way you may be able to still get the item you're looking for. Please contact customer service here whilst letting us know of the product name or number, size and your location. If any standalone stores within Australia still have the item in stock, our team will let you know and will provide contact details for the store. Our stores will be able to offer you a mail order service.

  • Gift Cards

    Gift cards may be purchased and redeemed in store only.

  • Payment methods

    We currently accept Visa, Mastercard and American Express.

  • How much will i pay for delivery?

    Standard delivery – FREE

    Express Delivery - $14.95

    Your order will be sent out via Australia Post. You will receive an email with order tracking once your order has been dispatched. Your order will be delivered anytime between 9am and 5pm and a signature will be required on receipt.

    International Delivery - $24.95

  • How long will delivery take?

    Standard – Allow 5 working days (from time of dispatch)

    Express - Allow 2-3 working days for Metropolitan Delivery (from time of dispatch)

    International – Allow 3 working days (from time of dispatch)

    Please note: Expect delivery delays for all online orders placed during SALE/OUTLET SALE PERIOD.

  • My parcel is missing

    Please refer to your delivery confirmation email to track your parcel using the link to Australia Post website.

  • How do I track my order?

    Please refer to your delivery confirmation email to track your parcel using the link to Australia Post website.

  • Where do you deliver to?

    KARENMILLEN.COM.AU currently ships to Australia and New Zealand only. For countries outside this area please visit KARENMILLEN.COM

  • How do I change my order?

    We're sorry to say that once an order has been placed we are unable to amend sizes or colours, add or remove products from your order as we start to process your order straight away. However, if you no longer want your order, you can return it to us and receive a refund. Please note we will refund the price paid for the item(s) on the receipt and the amount will be refunded to the payment method used at the online checkout.

  • What is your returns policy?

    If, on receiving your order, you decide you do not wish to keep the goods, you can return any item you are not completely happy with to our web returns centre within 14 days for a full refund.

    PLEASE NOTE: Returns will only be accepted if the items are in the original condition, unworn and original tag remains attached.

  • How do I return an item?

    - Print your GST invoice emailed to you upon despatch of your order, and enclose in the parcel with your item(s)
    - Please seal the package securely
    - Apply the Reply Paid label (Australia) that was sent with your order to the outside of the carton, or
    - Apply the Returns label (New Zealand) that was sent with your order

    Once you have completed the above, simply take your parcel to your local Australia/New Zealand Post office, where your parcel will be returned to us.

  • Can I return an item to a Karen Millen boutique?

    We at Karen Millen understand your time is precious, so to make your shopping experience more convenient your online purchases can now be returned or exchanged in Karen Millen stores!

    Simply return the item to us in its original condition, within 14 days of the dispatch date a refund. Unfortunately this service is not available at Karen Millen Myer Concessions or on sale merchandise.

    Please make sure you take your invoice (emailed to you after you placed your order) with you as a receipt. The items must be in their original condition, unworn and original tag must remain attached to the garment for the return to be accepted.

  • I've been refunded the wrong amount

    Please contact customer service with your order number.

  • Do you exchange items?

    As we cannot guarantee your item will be in stock once we receive your return, we recommend you repurchase your preferred item online, then return your unwanted item for a full refund.

  • Received the wrong or faulty item?

    We're sorry to say that once an order has been placed we are unable to amend sizes or colours, add or remove products from your order as we start to process your order straight away. However, if you no longer want your order, you can return it to us and receive a refund. Please note we will refund the price paid for the item(s) on the receipt and the amount will be refunded to the payment method used at the online checkout.

  • No returns label or paperwork?

    Please contact customer service.

  • When will I receive my refund?

    On receipt of the returned item, and in accordance with our refund policy, we will refund you the price paid for the item. It may take up to 7 days for your return item to be processed. You will receive an email confirming that the refund has been actioned and your card credited. Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.

  • How do I care for my Karen Millen footwear?

    Karen Millen uses only the highest quality leathers, suede and other materials to produce high quality footwear. Slight marks and variations in the surface colour and texture are all inherent characteristics and should not be mistaken as a fault. They are part of the unique appeal of leather.

    To help maintain the appearance and to prolong the life of your shoes, they should be cared for with the relevant products. Always test a small non-visible area first.

    LEATHER SHOES
    Dust and dirt should be removed prior to cleaning with a neutral leather cream.

    SUEDE SHOES
    Dust and dirt should be removed prior to cleaning. A crepe brush should be used to remove any marks in the suede.

    FABRIC SHOES
    Dust and dirt should be removed prior to cleaning with a rubber brush or fabric foam cleaner.

    DECORATED SHOES
    Particular care must be taken whilst wearing decorated shoes. Beads and crystals may be lost or damaged if caught or snagged.

    LEATHER SOLES
    Due to its porous nature a leather sole will absorb some water. For this reason we do not recommend that they be used excessively in very wet conditions. A leather sole will wear away (even under normal conditions) making it necessary to resole regularly. Leather soles are often painted. This is a cosmetic feature which will wear away in patches when worn. Leave wet shoes to dry naturally (never by artificial heat). The use of a shoetree will help maintain the shape of your shoes.

    HEELS
    Top pieces on heels are a replaceable component. Do not allow them to wear down. They should be replaced regularly by a good shoes repairer. Thin and delicate heels must be worn with extra consideration. Wearing shoes on very uneven surfaces or when driving may weaken the shoes and could spoil the leather sole or intricate components.

  • How do I care for my Karen Millen bags and purses?

    LEATHER BAGS
    These should be cleaned with a suitable polish or cream.

    SUEDE BAGS
    A crepe brush can be used to remove dirt, dust and small marks.

    HUMIDITY AND RAIN
    Humidity and rainwater damage all kinds of leather. Care should be taken to protect your bag. If it does get wet, dry it at once with a soft cloth in order to avoid staining and rippling. A good protector spray will help to guard against staining and water penetration. Never use artificial heat to dry your bag.

    SEQUINS AND EMBROIDERY
    Delicate fabrics, beads and sequins may be lost or damaged if worn in conditions where continual rubbing occurs. Sequins and beads may become discoloured if brought into contact with alcohol based liquids.

  • How do I care for my Karen Millen jewellery?

    Karen Millen fashion jewellery is made to the highest specification and is plated to achieve a luxurious finish with rhodium plating or white bronze.

    Swarovski crystal is used in some styles. Made in Austria, the Swarovski name is world renowned – their crystal being noted for its purity, brilliance and sparkle.

    All Karen Millen jewellery is nickel free.

    Pierced earrings cannot be tried on prior to purchase. Regretfully earrings cannot be accepted for refund unless faulty.

    Jewellery should be carefully stored in the protective pouch supplied. Care should be taken to protect it from knocks, chemicals, extreme temperatures and sunlight. Costume jewellery is fragile but when treated with respect will look fabulous for many years.

  • Credits

    Ecommerce and integration by BT Fresca Design by Publicis Modem Fitting Room, Store Finder, Catwalk and iPhone by No Need 4 Mirrors (NN4M) BT Fresca The design and build of the Karen Millen website is the result of a successful partnership between Karen Millen, Publicis Modem, NN4M and BT Fresca. Publicis Modem provided the creatives for the website design whilst BT Fresca configured their e-commerce platform (FrescaCommerce) to meet the demanding design and functional requirements, and integrated the platform with Karen Millen's buying and merchandising and fulfilment systems (Mercatus and COM from BT Expedite). The FrescaCommerce Platform (FCP) is a feature-rich, high-availability on-demand ecommerce platform used by world class leading retailers. FCP can be tailored to provide a unique customer experience, and is hosted and managed 24*365 by BT Fresca. This rigorous process and design integrity from Publicis Modem, coupled with BT Fresca's flexible and high-performance e-commerce platform has proved a winning combination. For more information see www.btfresca.com Publicis Modem Publicis Modem has designed this latest iteration of Karen Millen's online experience with the aim of improving the overall experience for Karen Millen customers. Publicis Modem is part of the Publicis Groupe, the 4th largest communications network in the world. Founded in 2007 after a merger between the digital arm of Publicis Dialog and Modem Media, the agency has built up a strong reputation in the UK. Publicis Modem's mission is to create online experiences that empower people to share, connect, and interact. They believe that brands that ignite conversations build advocacy. As well as being strategic and creative thinkers, Publicis Modem are also technological innovators. They boast a series of landmark achievements – the first video streaming in websites; the first site takeover; the first ever web advertisement. Their offering ranges from digital brand strategy to execution, from measurement and analytics to optimisation. For more information see www.publicismodem.com No Need 4 Mirrors NN4M specialises in rich Internet applications for retailers. Each product is custom built and fully integrated with the retailer's site. The focus is on seamless user interfaces and enhanced customer journeys. All NN4M products help retailers increase and achieve their financial targets including; conversion rates, purchase levels and the amount of units per transaction. For more information see www.nn4m.com

  • Customer services

    Please email: customerservice@karenmillen.com.au 9am - 5pm Monday to Friday AEST (excluding Public Holidays) We will respond to your email within 48 hours.
    To help us to help you by making our service even better we would be grateful for a few minutes of your time. We greatly value your custom and opinon so please support us by clicking here to email us any feedback you have about the Karen Millen Website. Thank you for helping us to make your shopping experience even better and we look forward to welcoming you back soon

  • PR AND MARKETING

    Chloe Sullivan
    Karen Millen
    19 Newton Street
    Richmond, Victoria 3121
    Tel: +61 3 9421 2688 EXT. 203
    chloe@karenmillen.com.au