FAQs

 

About Us

In 2017 co-founders Lisa and Cameron Nobes saw an opportunity to create a company that they could believe in. A colourful children’s bed linen brand that would bring families together, while making a positive difference to the environment and the community.

Drawing inspiration from Lisa’s family heritage of the Cook Islands, they have created a design company that is focused on creating timeless designs with meaningful timeless family values.

Kikau (pronounced kee-kow) means ‘home’ in the Cook Islands – a beautiful and peaceful collection of Polynesian islands nestled in the Pacific Ocean. As the home of her family, Lisa has grown up surrounded by the islands’ philosophy and way of life – to value family, community, helping others and investing time and love in the next generation. A reminder to slow down, to take the time to enjoy moments, to breathe, to laugh and to appreciate the beauty of nature – timeless values that matter to families all over the world.

The cotton for our products are grown sustainably in family-run co-op farms in central India, and manufactured under Fairtrade conditions in India as well.

Our cotton has been grown sustainably in family-run co-op farms without using synthetic pesticides or fertilisers. We also don’t use nasties in production processes! No toxic dyes, bleaches, heavy metals or softening chemicals.

As a result, not only is the environment and people who make the products protected from these harsh chemicals, but also our customers. As a brand that is creating products that are used primarily by children, that sleep on them every night close to their skin, we wouldn’t have produced our products any other way.

Our Products

Our linens are made from the highest quality GOTS certified organic, Fairtrade cotton – this international production standard is independently audited and monitored to ensure it is maintained. This means that the cotton used to create our bed linen has been grown sustainably in family-run co-op farms in central India to the highest ethical standards using a transparent production process.

The GOTS standard means that not only the environment, but also the people who make the products and customers who use them are protected from the harsh chemicals used in traditional farming and manufacturing processes such as toxic dyes, bleaches, heavy metals, formaldehyde and other processing and finishing treatments.

Yes! We are happy to send out swatches. Sometimes it can give you the answers you need to match our range with the other lovely items in your kid’s bedroom. Contact us at hello@kikau.com.au to organise.

Orders

Once an order is placed, customers will receive a tracking number via email when your parcel is on its way, which you can use here to track the progress of your order (if using the Sendle service). Each order gets a unique delivery estimate too that you can also track.

If you have any questions about delivery, please contact hello@kikau.com.au.

Payment

Discount codes are applied during the checkout process. Please note that only one discount code is able to be used per order. If you forget to add your code at checkout, get in touch with our Team at hello@kikau.com.au or on web chat and we will get you sorted!

Contact our Team via email hello@kikau.com.au or on web chat and we will get this fixed for you asap!

If you order within Australia, use you will be charged GST on your order.

If you order from overseas, sales tax will be removed at checkout, however you may need to pay local duties, customs or taxes on entry to the destination country.

Kikau are not liable for any such duties, customs, taxes or fees or for any costs associated with re-sending packages that are not received by you due to problems or delays with customs or local distribution networks. We will not accept returns or provide any refunds for duties, customs or additional taxes. Please contact your local Government office to find out whether any such charges will apply to your purchase.

Shipping & Deliveries

Our primary delivery partner is the Sendle Courier Network – a registered B Corp and Australia’s first 100% carbon neutral delivery service. Sendle delivers to over 90% of Australian addresses – check out the Locations & Coverage guide for the full list. In instances where Sendle doesn’t cover a destination, we use Australia Post.

As part of a promotion we may offer free or discount shipping on orders, subject to specific offers and for a limited time. Free shipping will be advertised on the website and calculated during the checkout process.

Contact us immediately if this happens via web chat or email at hello@kikau.com.au. Our Team can typically help you change an address within 60 minutes of placing your order during business hours Monday to Friday, 8am-5pm (AEST) (excluding Public Holidays). Keep in mind, because we package and ship orders to be delivered as soon as possible, we cannot guarantee a change of shipping address.

We don’t offer weekend deliveries. All orders are shipped and delivered Monday to Friday (excluding Public Holidays).

DISPATCH TIME

Orders will be dispatched on the same day if ordered by 2pm (AEST) Monday to Friday (excluding public holidays). Otherwise, your order will be dispatched the following business day.

Unless, you have opted to personalise the Product which will add up to 3 days to dispatch and delivery time due to the time required to embroider the Product.

We will attempt to send your goods within these times, however if goods are unavailable or out of stock, delivery will take longer. In the event a Product becomes out of stock, we will be in contact with you as soon as possible to arrange a refund, gift voucher, or exchange, or alternatively you can opt to wait until the item is restocked and delivery is able to be fulfilled.

EXAMPLE OF AUSTRALIAN DELIVERY COSTS AND USUAL TIMES

Brisbane, Gold Coast, Toowoomba: Next working day

Metro and regional (covers most areas): 1-5 working days

Tasmania: 3-7 working days

Perth: 7-10 working days

Remote: Up to 10 business days

EXAMPLE OF INTERNATIONAL DELIVERY COSTS AND USUAL TIMES

New Zealand: 4-6 working days

North America, Western Europe, Asia and the Pacific: 6-13 working days

Rest of the world: 10-15 working days

All orders are hand packed and shipped from Brisbane, Queensland Australia.

Yes! Nothing goes to waste in our factory, with fabric off-cuts being used to create draw string bags for product. All our packages are sent to your door in eco-friendly, 100% biodegradable (and compostable) bags. Our preferred delivery partner Sendle is a registered B Corp and Australia’s first carbon neutral delivery service.

Returns

Organising a return is super easy! Just lodge a request on our returns portal and we will get back to you. 

Please check out our Shipping and Returns Policy for details on eligibility to make a return.

We want you to be delighted with your new purchase! If you change your mind within 30 days, just lodge a request on our returns portal and we will give you a return address so that you can send the Product back to us. From there we will arrange a full refund, gift voucher or Product exchange to the value of the original cost of the items as soon as we receive them, less original shipping costs. The cost to return the good to us is your responsibility. Please note, we are unable to accept returns for products that have been personalised or not returned unused in original condition.

Check out our Shipping and Returns Policy for more details.

If your order is damaged in transit or faulty in some way, please contact us within 24 hours of receiving the Product by lodging a request on our returns portal. Please include a description of the damage/fault, as well as photos of the damage/fault in your request. We will assess your claim and decide whether it meets the requirements to be eligible for a refund or other action. Check out our Shipping and Returns Policy for more details.

Items that have been sent, that are the incorrect Product as a result of our error or the Product has a major problem or is damaged in transit, we will cover the return postage costs. Otherwise all return postage and insurance costs are to be paid by the customer. We recommend that you return the Product via Registered post and that you pre-pay all postage. You assume any risk of lost, theft or damaged goods during transit. Kikau will not be held responsible for parcels lost or damaged in transit on being returned.  Check out our Shipping and Returns Policy for more details.

No. We do not charge a restocking fee for returns.

Please get in contact with us at hello@kikau.com.au or head to our Contact Us page.

Product Care

Our products are designed to stand up to the test of every day family life! To keep them looking their best, check out our Product Care page for the details.

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