Complimentary global shipping on all orders

Shipping and Postage

Within New Zealand

(includes tracking number)

Delivery method Approx Delivery Time Price
CourierPost 1 - 3 Working Days FREE



Australia

(includes tracking number)

Delivery method Approx Delivery Time Price
DHL Express 1 - 3 Working Days FREE



Rest Of The World

(includes tracking number)

Delivery method Approx Delivery Time Price
DHL Express 1 - 3 Working Days FREE



We will process your order as soon as possible within standard business hours. Please note that stated delivery time is estimated for within business hours, and does not include any time for processing your order. We will email you a confirmation once your order has been shipped, which will include a link to your tracking page.

When checking out please supply us with a physical address, such as a workplace, where there will be someone present to sign for your item between the delivery hours of 9am - 5pm weekdays. Please also add a phone number, as couriers will use this to contact you if they are having difficulty delivering your parcel.

We take no responsibility for charges or delays incurred at receiver's end as this can vary depending on the rules of customs in each country. For further details on our shipping policies, please refer to the Customs Information page.

Returns Policy

Returns

All returns must be made within 14 days of receipt of merchandise. We take no responsibility for charges or delays incurred at receiver's end as this can vary depending on the rules of customs in each country. For further details on our shipping policies, please refer to the Customs Information page. Sale items may not be returned or exchanged unless they are faulty. Returns may only be made via karenwalker.com/returns and not at any Karen Walker stores. Shipping and handling charges are not refunded unless the original item was incorrect or faulty.

Purchases from Playpark by Karen Walker, Karen Walker Britomart, Karen Walker Ponsonby, Karen Walker Wellington and Karen Walker at The Department Store cannot be returned at Ginza Six, Smith & Caughey’s or Ballantynes locations and vice-versa.

Exchanges

All exchanges must be made within 14 days of receipt of merchandise. If you wish to exchange an item please email us as soon as possible to reserve another item. Items may only be exchanged for other items on karenwalker.com. Exchanges may only be made via karenwalker.com/returns and not at any Karen Walker stores. Initial and return shipping and handling charges are not refunded unless the original item was incorrect or faulty.

Purchases from Playpark by Karen Walker, Karen Walker Britomart, Karen Walker Ponsonby, Karen Walker Wellington and Karen Walker at The Department Store cannot be exchanged at Ginza Six, Smith & Caughey’s or Ballantynes locations and vice-versa.

Sale Items

Sale items may not be returned or exchanged unless they are faulty.

Karen Walker Jewellery

Karen Walker Jewellery may not be returned or exchanged unless it is faulty.

Return Procedure

All returns and exchanges must be registered via karenwalker.com/returns, correctly packaged with the original order number referenced clearly on the outside of the parcel, and sent to:

Karen Walker Online Returns
6 Balm Street
Newmarket, Auckland
New Zealand
1023

Customs Information

Title for shipped merchandise will pass to you upon our delivery to the carrier. Depending on the destination and product you may have to pay additional taxes or import duties. Karen Walker is not responsible for any additional taxes or duties incurred by your country.

When orders shipped internationally reach the destination country, they may be subject to customs clearance procedures which can cause delays beyond original delivery estimates. When ordering from Karen Walker you are considered the "importer of record" and must comply with all laws and regulations of the country in which you are receiving the goods. Customs policies vary widely from country to country; contact your local customs office for more information.

FAQs

How do I return an item?

To ensure the quickest turnaround time of your return, please log this via karenwalker.com/returns, this outlines all instructions needed for easy return of your parcel. Alternatively, please securely repackage your item with your original order number clearly referenced on the outside of the parcel, with a note stating your reason for return enclosed within. We suggest you select an insured shipping or postage method. You are responsible for the product until it reaches us. Karen Walker does not accept responsibility for packages we do not ship ourselves. All return shipping costs are to be paid by the customer. Send your package to:

Karen Walker Online Returns
6 Balm Street
Newmarket, Auckland
New Zealand
1023

We will advise you once we have received your goods.

Once your item has been received by us your refund will be processed in the original form of payment within five working days. You will be notified via email to the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from karenwalker.com.

How long will processing of my exchange take?

Once your item has been received by us your new item will be sent to you within five working days. Once the item has been sent we will advise you of the item's tracking number and expected arrival date.

What do I do if my item is faulty?

If your item is faulty or does not correspond with the item presented on karenwalker.com you may return it or exchange it. Please contact us as soon as you discover the fault either via shopnow@karenwalker.com or on +64 9 361 0771. Once we receive the item we will repair, replace or refund the item within 10 days of receipt. Please note when registering your return at karenwalker.com/returns. If the item is faulty we will refund to you the costs of returning the item and cover all shipping costs for the replacement or repaired item.

Gift Cards

Click here to purchase a Karen Walker gift card.

Karen Walker gift cards are accepted online as payment. If the full value of the card is not used, the left-over balance will remain on the card.

As well as online here on karenwalker.com Karen Walker gift cards can be redeemed and issued at Playpark by Karen Walker, Karen Walker Britomart, Karen Walker Ponsonby, Karen Walker Wellington and Karen Walker at The Department Store. They cannot be redeemed or issued at Ginza Six, Smith & Caughey’s or Ballantynes.

Care Instructions

Karen Walker Ready-to-Wear

Please review the ‘Fabric & Care’ tab for each online item before purchase. If you already have an item, please read the care tab sewn into the inside left seam of your garment.

Hi There from Karen Waker

Please review the 'Fabric & Care' tab for each online item before purchase. If you already have an item, please read the care tab sewn into the inside left seam of your garment.

Karen Walker Eyewear

Follow these tips to keep your Karen Walker Sunglasses looking their best:

  • Try not to wear your sunglasses on top of your head as this will stretch the hinges.
  • Whenever setting down your frames, place them lens side up to avoid scratching.
  • Avoid leaving your sunglasses in the car, especially on hot days, to prevent warping.
  • To clean and protect your frames, use the sunglasses cloth provided.
  • When frames are not being worn, place them inside the protective case.

Karen Walker Jewellery

Wearing silver or gold jewellery:

  • Remove your jewellery when doing manual work, including housework and gardening.
  • Put on your jewellery after applying makeup, perfume and hairspray.
  • Always remove your jewellery before entering water, including the shower and swimming pools.
  • Remove jewellery before bed.
  • Jewellery should be the last thing you put on for the day and the first thing you take off when you get home.

Cleaning your jewellery:

  • If tarnishing occurs, you can clean your jewellery using jewellery cleaner or by soaking it soap and warm water.
  • Afterwards rub it gently with a soft cloth.

Storing your jewellery:

  • Store pieces separately in a jewellery box or bag to help avoid scratching by other items of jewellery.

Karen Walker Handbags

Caring for your leather handbag:

  • Use a leather cream once a month to moisturise and prevent the skin from drying out; this will also protect your handbag against some general wear and tear.
  • Please take care when wearing items such as denim or dark colours as leather is prone to migration or colour transfer.
  • Please take care to avoid contact with liquids. If your handbag does come in contact with excess water, it is best to leave air dry. Never use heat to accelerate the drying process. This will cause the leather to dry inconsistently.
  • To avoid fading keep out of direct sunlight when not in use and always store in the original dust bag with stuffing to help it retain its shape.

Caring for your canvas handbag:

  • We have applied a waterproof finish to the canvas that will endure use and keep looking new with regular care, cleaning and correct storage.
  • Please take care when wearing items such as denim or dark colours as leather is prone to migration or colour transfer.
  • Please take care to avoid canvas coming in contact with cleaning solvents, moisturiser or other similar beauty fluids.
  • Clean the canvas regularly by gently using a soft dry bristle brush to avoid any build-up of dust or dirt that may lead to prolonged stains.
  • Using a clean sponge spot clean using clean water, allow to dry completely. Never scrub harshly at your canvas or this may damage the waterproofing. Avoid the water from coming in contact with any leather trim as this can leave water marks.
  • Always make sure you store your bag in the cotton dust bag provided as dust is the number one cause of stains and marks on the canvas.

Karen Walker Shoes

Waterproofing:

  • If you are intending to wear your shoes in snow or rain, apply a suitable waterproofing agent periodically. A good shoe store can recommend an appropriate waterproofing product.

Polishing:

  • Don't polish your shoes without cleaning them first – you will be rubbing dirt and stains into the polish, and into the shoes. Buy some saddle soap, and gently scrub your shoes clean with a brush or cloth. Saddle soap is specially designed to clean leather without damaging its sensitive surface, and will bring a nice, clean shine to your shoes.
  • Polish your leather shoes regularly to preserve moisture and maintain shine. Avoid using unsuitable liquid polish applicators on high quality leather uppers as these can potentially damage the surface of the leather and often create a lacquer, which is hard to remove.
  • Use a good cream or wax-based polish, which will produce a really brilliant shine. Apply a liberal amount to a freshly cleaned shoe, and let it sit for a few minutes. After that, you can begin buffing the shoe with a damp, clean cloth, until you start to get a nice shine. Put a good amount of effort into it, adding small amounts of polish as you go. This will allow for a few layers of polish to build up, meaning the shine will have depth and last.

Leather:

  • Leather is an organic material, and despite it being bleached, tanned and chemically treated in the process of styling, it’s still a sensitive surface that needs your attention.
  • Leather soles will expand when wet. Avoid wet conditions during the first few wears of your new shoes. In the event that your leather soles do become very wet, ensure that they are allowed to dry out slowly and naturally, away from direct heat (i.e radiators).
  • Leather shoes can often take a day to dry out fully, whether it is from rain or natural perspiration. Where possible allow a day between wears and alternate with other shoes. Using wooden shoe trees in your shoes will help to absorb moisture and maintain the shape of the shoe as they dry out.
  • A shoe horn can help to prevent damage to the heels, counter and top line.

Gifts & Homewares

Please review the 'Fabric & Care' tab for each online item before purchase. If you already have an item, please read the care sticker on the exterior of your product.

Karen Walker Accessories

Leather Care:

  • To ensure longevity of this product’s finish please avoid contact with perfume, sunscreen and cosmetics.
  • Markings, colours, shading and irregularities are characteristics of this leather and should not be considered faults.
  • To clean, wipe with a clean soft cloth. When not in use, store in protective bag in cool dry place.

Jewellery Care:

  • To ensure longevity of the finish on this metal please avoid contact with perfume, sunscreen and cosmetics.
  • When not in use store this piece separately from other jewellery.

Scarf Care:

  • All scarves are dry clean only (P).

Sizing Guides

Clothing

NZ/Aus U.S.A./ Canada U.K. Europe
4 0 4 32
6 2 6 34
8 4 8 36
10 6 10 38
12 8 12 40
14 10 14 42
16 12 16 44

Shoes

Europe U.S.A./ Canada U.K. CM/Inches
36 5.5 3.5 22.2/8.75
37 6.5 4.5 23/9.06
38 7.5 5.5 23.8/9.37
39 8.5 6.5 24.6/9.68
40 9.5 7.5 25.4/10
41 10.5 8.5 26.2/10.31

Rings

Ring Size Centimetres Inches
H 4.6 1 13/16
I 4.76 1 7/8
J 4.92 1 15/16
K 5.08 2
L 5.24 2 1/16
M 5.4 2 1/8
N 5.56 2 3/16
O 5.72 2 1/4
P 5.87 2 5/16
Q 6.03 2 3/8

How to determine your ring size:

Wrap a thin strip of paper around the finger you wish to wear the ring on. Mark on the paper where this overlaps to form a complete circle. Do not pinch. Measure the length of the section of paper that wraps around the finger. Please compare the measurement with the chart above to determine your size.

For availability of sizes below H or above Q please email shopnow@karenwalker.com to enquire.

Terms and Conditions

General

As we don't have space to feature every style we have in store please email us if an item you're looking for is not pictured. Whilst we endeavour to keep our stock levels up to date, there is a possibility the size you have ordered may recently be out of stock. In this unlikely event, we will refund you immediately and contact you via the email address supplied on your account.

When converting prices to another currency or when an item is charged to a credit card, a slight price variation of between 2 and 5% may occur due to fluctuating exchange rates and credit card company charges.

We may change the online prices at any time. In the unlikely event a product is listed at an incorrect price, we may cancel any order placed and refund the full amount of the price paid.

Once an order is posted we take no responsibility for charges incurred at receiver's end as this can vary depending on the rules of customs in each country.

Karen Walker Jewellery

We will not accept any returns on Karen Walker Jewellery, unless the item is faulty, in which case faulty procedures will be followed. There are no exchanges on ring sizes and no returns or exchanges on earrings due to hygiene standards. Prices are subject to slight variations due to changes in metal and exchange rates. There may be a 4-6 week delay if a ring size is out of stock. Full payment must still be made to place the order.

Please note that not all Karen Walker jewellery styles are available for purchase online, only the listed items.

Privacy Policy

At Karen Walker we value the relationship we have with you and respect your privacy. We're committed to protecting the information collected about you on our website and via our third parties, and we've detailed below how, and why, we collect, use, store and disclose this information, and how you can have your personal information removed from our records, in accordance with the New Zealand Privacy Act 1993 (Privacy Act), and, where applicable, the European Union's General Data Protection Regulation (GDPR).

By using this website, or by completing and submitting orders or account information, you agree to accept the privacy policy and this website's terms and conditions of use.

Personal Information We Collect and Why

Depending on why we're collecting information we may collect one or more of the following:

Personal Information:

  • Name
  • Email address
  • Phone number
  • Delivery address
  • Country, city, suburb, business name (if applicable), street name and number, post code
  • Purchase and customer service history
  • Size and colour preference
  • Payment card details (an encrypted token is stored only if you select to save your card; your full card details are never saved in our system)

We only collect personal information that is necessary for us to efficiently and effectively carry out the services we offer. Generally, personal information is collected to ensure purchases arrive to the correct delivery location as quickly as possible. Purchase and customer service history, including size and colour preferences, is helpful in assisting customers to make future orders with ease.

Personal information may also include information which is of a more technical nature.

Technical information:

  • IP address
  • Browser
  • Time and duration of visit
  • The pages within karenwalker.com that you visited and the duration of the visit
  • Search criteria
  • Referring URL (the site you were visiting before you came to karenwalker.com)

Technical information is collected to improve our customers' browsing experiences including allowing us to display prices in the native currency of the customer. It also allows us to analyse our own technical service in order to improve our customers' experience on our website. The technical information that our customers' systems supply will not be associated with any other personal information that our customers supply.

How We Collect and Store This Personal Information

Information can be created in numerous ways, including:

  • Visiting the website
  • Navigating through different pages of the website
  • Registering for an account
  • Signing up to the mailing list
  • Placing an order
  • Contacting our customer service representatives (either by phone or email)
  • Having a conversation with any Karen Walker employee

Information is stored primarily in electronic format and can also be made into hard copy if required. The information is stored in facilities which we own and operate or which are owned and operated by our service providers. We adhere to strict procedures and processes to ensure your information is kept secure, including restricted access to your information and destroying this information when it is no longer required. Customer credit card information is not stored on our servers. Any saved credit card details are part of an encrypted token that is only sent to us when you log in to the website.

How We Use and/or Disclose This Information

We will only use your personal information for the purpose for which it was collected and we will only disclose your personal information to those persons who require the information for such purposes. Depending on why we collected your information such use and disclosure may include the following:

  • To create orders, transaction records and receipts
  • To provide customers with our products
  • To communicate with our customers about products, orders, special offers and events.
  • To provide customer service
  • To gain an understanding of our customers in order to develop improved services
  • To comply with applicable laws and regulations
  • We may disclose your personal information to our service providers who perform services on our behalf such as sending communications to customers. We take all reasonable steps to ensure that these service providers comply with the Privacy Act and the GDPR (where applicable), store your information securely, and do not use your information in any way other than to perform the required service.

Cookies

Cookies are small data files that are sent from our website to your device which we can then access when you visit our website again in the future. There are different types of cookies that perform different functions. These include, but are not limited to: Functional - let customers use the website functions like adding products to their bag; Analytic - help us analyse and measure how customers are using the website to better improve the customer experience; Preference - remember customers' personal preferences (currency, location, etc) to make shopping as quick and easy as possible; and Retargeting - help us to deliver our customers advertisements that are relevant to their shopping habits.

If required by the GDPR or other applicable privacy laws, we will ask your consent when placing cookies on your device. In all other cases, by using karenwalker.com you agree to us placing these cookies on your device and then accessing them when you return to our website. You are not required to give your consent, and you can also turn cookies off at any time, however in doing so you will restrict the access you might otherwise have to some of the features available on our website.

Conclusion

Under the Privacy Act and the GDPR, you have the right to access your personal information stored by us at any time. By contacting shopnow@karenwalker.com we can provide you with your personal information we hold on file, and you may also request, at any time, for this information to be removed from our systems. You may also update your personal information online at any time by logging into karenwalker.com and selecting 'My Account' from the navigation.

You are also welcome to contact us if you have any complaints or concerns about anything covered in this privacy policy. We will endeavour to deal with any complaints or concerns as quickly as possible, but in any event, in accordance with the timeframes and procedures set out in the Privacy Act and, where applicable, the GDPR. Alternatively, a complaint can be made directly to the New Zealand Privacy Commissioner.

Please note, we may need to update or amend this privacy policy from time to time to reflect changes in our business or the law.

Secure Shopping

We accept Visa, MasterCard, American Express, China Union Pay and Paypal.
The name that will appear on your statement will be Karen Walker Ltd.
Karen Walker Ltd is a New Zealand registered company.

GENUINE PRODUCT

The only way to ensure you're buying genuine Karen Walker product is to purchase from an authorised stockist as listed here. Product purchased through other vendors is highly likely to be counterfeit.

Counterfeit goods appear very similar to genuine product, including logos and brand identifiers, however close inspection always reveals poor quality materials and craftsmanship. Counterfeit product does not meet legal standards in terms of manufacturing, sun protection, materials or safety. They are also sold in violation of trademark and intellectual property laws. Selling and purchasing of counterfeit product is illegal.

If you are aware of anyone selling counterfeit Karen Walker product please contact us here immediately.

REPAIRS

We assist our customers to lessen their contribution to landfill waste by offering an ongoing repair policy on all our ready-to-wear. We will happily repair any garments that need a little love from lots of wear. Please contact your nearest Karen Walker store and/or shopnow@karenwalker.com to arrange a consultation at any time and stage of the garment’s life.

Contact Us

If you have any enquiries please contact us via shopnow@karenwalker.com or on +64 9 361 0771.