$15 shipping Australia-wide  |  Free for Australian orders $200+

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Shipping & Returns

Our primary delivery partner is the Sendle Courier Network (‘Sendle’) – a registered B Corp and Australia’s first 100% carbon neutral delivery service. In instances where Sendle doesn’t cover a destination, we use Australia Post.

 

EXAMPLE OF AUSTRALIAN DELIVERY COSTS AND USUAL TIMES

  • Brisbane, Gold Coast, Toowoomba: Next working day | $6.80 to $10.90 (dependent on order size)
  • Metro and regional (covers most areas): 1-5 working days | $7.95 to $28.95 (dependent on order size)
  • Tasmania: 3-7 working days | $7.95 to $28.95 (dependent on order size)
  • Perth: 7-10 working days | $7.95 to $28.95 (dependent on order size)
  • Remote: Up to 10 business days | $20.95 to $41.95 (dependent on order size)

The postage charge that will apply will be automatically calculated and itemised in the ‘Checkout’. 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. Each order gets a unique delivery estimate too that you can also track.

Sendle delivers to over 90% of Australian addresses – check out the Locations & Coverage guide for the full list. In the event that your area is not covered by Sendle’s network, we will use Australia Post to deliver to you. As part of a promotion we may also offer free or discount shipping on orders, subject to specific offers and for a limited time.

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

 

EXAMPLE OF INTERNATIONAL DELIVERY COSTS AND USUAL TIMES

  • New Zealand: 4-6 working days | from $18.55 (dependent on order size)
  • China: 8-10 working days | from $20.80 (dependent on order size)
  • US and Canada: 5-10 working days | from $24.00 (dependent on order size)
  • Pacific Islands: 6-13 working days | from $22.95 (dependent on order size)
  • UK and Ireland: 6-10 working days | from $28.20 (dependent on order size)
  • Major Europe: 6-10 working days | from $29.30 (dependent on order size)

At this stage we are unable to ship internationally outside of these areas.

As bed sizes and therefore the size of bed linen can vary across the world, please check our Size Guide to ensure that our Products will fit your mattress, pillow or quilt.

Please note that in addition to the shipping costs paid at the time of purchase, you may also 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.

 

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 5 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.

If you wish to query a delivery, please contact hello@kikau.com.au.

 

AUTHORITY TO LEAVE, UNDELIVERABLE OR MISSING PARCELS

All orders include signature on delivery, unless ‘authority to leave’ has been pre-organised, re-delivery charges may apply if ‘authority to leave’ has not been pre-organised and no one is available to sign.

A physical street address is required for all deliveries. Unfortunately we are unable to deliver to PO boxes, locked bags, parcel lockers, post offices or parcel collect locations. If you have no other option other than these kinds of locations, please contact hello@kikau.com.au to arrange an alternate method of delivery.

If we are unable to deliver your parcel due to an incorrect delivery address, or if the parcel is returned to us as undeliverable, an extra postage fee could apply to send it again. If this occurs, we will contact you to consider your options. We do not offer refunds on missing items that have been marked by the Delivery Provider as ‘delivered’.

 

RETURNS

Change of mind

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. Outside of this time frame returns are only accepted based on the conditions listed below.

Please note, we are unable to accept returns for products that have been personalised or not returned unused in original condition.

To avoid having any sizing issues, please check the dimensions, size and details of the Product before purchasing to ensure that it suits your needs. If in doubt as to the suitability of the Product, please email us at hello@kikau.com.au for more information. 

 

Damaged and faulty Product

If your order is damaged in transit, 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, as well as photos of the damage in your request. We will assess your claim and decide whether it meets the requirements below in order to be eligible for a refund or other action.

You can choose a refund, gift voucher or exchange if you receive an incorrect Product or a Product has a ‘major problem’. A major problem includes:

  • the Product has a problem that would have stopped someone from buying the Product if they had known about it;
  • the Product is unsafe;
  • the Product is significantly different from the sample or description; or
  • the Product fails to do what we said it would, or what you asked for and cannot be easily fixed. 

Please note that general wear and tear is not considered a major problem. 

If your Product has a major problem, please contact us within 24 hours of identifying the major problem by lodging a request on our returns portal. Please include a description of the major problem, as well as photos of the major problem in your request.

Please note that if the problem is not major, we may elect to repair the item rather than provide a refund, gift voucher or offer an exchange. 

 

Costs for returns

Unless items that have been sent, are the incorrect Product as a result of our error or the Product has a major problem (as defined above) 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.

 

HAVE MORE QUESTIONS?

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

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