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.
- 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.
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- International delivery
Delivery to New Zealand is $24.95. All orders made on www.karenmillen.com.au are charged in Australian dollars.
- New Zealand - allow 3 working days (from time of dispatch) If your parcel cannot be delivered for some reason, Australia Post will leave a calling card and you will be able to pick up your parcel at your convenience from your nearest post office. Should your item not arrive within the estimated delivery time please contact our customer service team.
Please note: Expect delivery delays for all online orders placed during SALE/OUTLET SALE PERIOD. Please allow a minimum of 10 business days (after two business days from dispatch) to receive your (national and international) online orders.
- Shipping Options
STANDARD DELIVERY (FREE)
Deliveries will be made within 5 working days (excluding weekends & Public holidays) after you place your order. Your order will be sent out via Australia Post. You will receive an email with order tracking once your order has been dispatched. If you are not able to take delivery of your parcel, you will be left a calling card informing you how to rearrange your delivery. Unfortunately you cannot change the delivery address for a redelivery.
EXPRESS DELIVERY ($14.95)
Deliveries will be made within 3 working days (excluding weekends and Public Holidays) from time of dispatch. 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. If you are not able to take delivery of your order, the carrier will leave a calling card informing you how to rearrange your delivery.
- How do I return an item?
What should I do if I no longer want the goods I ordered?
We now offer complimentary returns on Australian online purchases! 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 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. Just ensure that you; - 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. Please ensure you request a proof of posting certificate and a code to track your return online atwww.auspost.com.au/tracking Unfortunately we cannot provide exchanges. If the goods received are faulty or you received wrong order, you will also be refunded your original delivery charge. If the return is a result of a change of mind you will not be refunded the original postage cost. Both full-price and sale items must be returned to us within 14 days of receipt.
RETURNS ON SALE ITEMS: Sale items should be sent back to us for a full refund, using the Reply Paid/Return label provided with your delivery. Our boutiques and concession stores do not provide refunds or credit notes on Sale items, only exchanges will be given. 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. Please see Terms and Conditions for full details. What should I do if I have received the wrong item, or the item is faulty? In either event, please return the relevant item to us for replacement or for a full refund. On receipt of the returned item, we will either exchange the goods or refund the payment card the price paid for the item. Please see Terms and Conditions for full details.
- Customer services
Email: email@example.com 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
- How do I care for my Karen Millen products?
Karen Millen Footwear
General care 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.
Dust and dirt should be removed prior to cleaning with a neutral leather cream.
Dust and dirt should be removed prior to cleaning. A crepe brush should be used to remove any marks in the suede.
Dust and dirt should be removed prior to cleaning with a rubber brush or fabric foam cleaner.
Particular care must be taken whilst wearing decorated shoes. Beads and crystals may be lost or damaged if caught or snagged.
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.
Top places 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.
General care Karen Millen uses only the highest quality leathers, suede and other materials to produce high quality fashion handbags. 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. Take care not to overfill your bag as over a period of time this can distort the shape of your bag and weaken the handles. To help maintain the appearance and to prolong the life of your handbag it should be cared for with the relevant products. Always test a small non-visible area first such as the base).
These should be cleaned with a suitable polish or cream.
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.
Sunglasses can be fragile and lenses can scratch easily. The following guidelines will help you to look after your sunglasses and keep them looking good for longer. Clean your sunglasses with a soft cloth, preferably one that has been specifically developed for cleaning lenses. Store your sunglasses in the case provided. Avoid putting your sunglasses face down on any surface as this may scratch the lenses. On a hot day avoid leaving your sunglasses on your car’s dashboard as the heat can damage the lenses and distort the frames. Avoid wearing your sunglasses on the top of your head as this may also distort the frames. All our sunglasses are covered by a guarantee against faulty manufacture. In the unlikely event of this happening they should be returned to the place of purchase. However, we also offer a comprehensive repair service - prices are 25% of the retail price plus an additional postal charge of £2.50 for repairs within the UK or £5.00 for countries outside the UK.
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. General Care 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.
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