I very rarely go to the effort to post a review but I felt inclined to share my experience with Katie’s so others don’t have to go through the same trouble. I was incorrectly charged for delivery to NZ even though their website clearly stated for the cost of my order that it would be free. I made endless attempts to contact them through their online customer service page as well as place an official complaint and they either don’t reply or if they do it’s about 3 weeks later and the reply doesn’t even make sense or resolve your issue. I eventually went to their instagram page and wrote a comment under their latest post to explain I had been experiencing poor customer service and could someone please send me a direct message so I could sort out the refund I was owed. If anyone is having issues getting responses, this seemed to be the trick for me! They deleted the comment I made and direct messaged me straight away. I explained the situation and they tried to fob me off but said they would refund me this money on this occasion only even though they said they didn’t need to - despite the fact that I sent them screenshots of my basket and terms and conditions clearly indicating eligibility of free delivery. They basically tried to blame it on me and make it out like they were doing me a favour giving me a refund when it wasn’t their fault (which it clearly was). The nature of the responses was also pretty rude and not particularly helpful or friendly. I’m very relieved I got my refund in the end (to be fair it was only $12.50 and I stopped caring about this but it was more the principle of the lack of service and disregard for their customers that made me pursue it). It’s a shame as the clothes I ordered are actually really nice so this could have had a very different ending. After my experience though I know for sure that I won’t order from them again. They don’t appear to care about their customers and that does not sit right with me. I wish I had checked reviews first as I am shocked to see so many negative reviews. Disappointing that so many people have had bad experiences with this company.