FAQs

WHAT IS YOUR RETURNS POLICY?

To view our returns policy, please click here

WHAT HAPPENS IF I WAS SENT AN INCORRECT ITEM?

A: If you have received an incorrect item (this includes incorrect size or colour) we will require you to send through a photo of the item within 7 business days of receiving it. We will then be able to advise next steps. Any return shipping expenses will be reimbursed. When returning an incorrect item please ensure that the garment gets back to us in an original unworn condition, with no odours or stains. You can email info@kikivacollection.com to start this process.

IS MY ORDER ELIGIBLE FOR RETURN IF I HAVE USED A DISCOUNT CODE?

A: YES. If you have used a discount code, your order is eligible for a return, as long as you have met all other returns requirements (please click here to see all returns requirements)

I PURCHASED MY ORDER ON SALE, CAN I STILL RETURN IT?

A: NO. All items purchased on sale are ineligible for returns. This includes items from our sale section, and any orders placed during our BLACK FRIDAY/CYBER MONDAY, and BOXING DAY Sales.

(if you didn't purchase an item on sale, but have used a discount code, your item is still eligible for returns - as long as you have met all our other returns requirements.)

I RECIEVED A FAULTY ITEM - WHAT SHOULD I DO?

A: If you have received a faulty item, please send us an email with photos attached, within 7 days of receiving your item. 

Email: info@kikivacollection.com

DO YOU OFFER DIRECT EXCHANGES?

A: We offer exchanges. If you would like an alternate size or style, please request a by emailing info@kikivacollection.com to return your item and place a new order. 

I PLACED AN ORDER WITH A DISCOUNT CODE, BUT I WANT TO EXCHANGE SIZE. WILL MY STORE CREDIT BE ISSUED AT THE DISCOUNTED PRICE SO I HAVE TO PAY EXTRA FOR EXCHANGING MY ITEM?

A: NO. If you are wanting to use your store credit for an exchange of size, we will issue your store credit at the same value of the product you are wanting to place your exchange order for. 

WHAT FABRICS ARE EACH OF THE PRODUCTS MADE OF?

A: Fabrics used are listed in the product descriptions on our website.

DO THE PRODUCTS RUN TRUE TO SIZE?

A: Measurements for you to refer to when picking a size are outlined on our website to help you achieve the best fit. If you are in between sizes in our crop tops or sports bras, we would recommend selecting the smaller size, as the fit is true to size. If you are in between sizing in leggings, we would recommend sizing down as the fabric has a lot of stretch.

I ORDERED THE WRONG SIZE BY ACCIDENT, AM I ABLE TO CHANGE IT BEFORE YOU SHIP IT OUT?

A: Please contact info@kikivacollection.com and we will help you in any way we can, as long as you contact us before the product is shipped. Please remember during launch/restock periods we receive high volumes of orders and emails, and can't always make changes to orders in time before they're shipped.

WHEN WILL YOU BE RESTOCKING?

A: The best way to find out about any Kikiva Collection updates including restock dates, is to join our mailing list. Our members are the first to know and you can sign up easily by scrolling to the bottom of any page on our website. Also follow @kikiva.collection on Instagram.

DOES SHIPPING INCLUDE IMPORT/TAX CHARGES?

A: No. Please refer the Shipping page on our website, which outlines important information regarding import liabilities, taxes and the associated costs.

I PLACED AN ORDER CONTAINING PRE ORDER ITEMS, WILL MY ORDER GET SHIPPED TOGETHER OR SEPARATELY? 

A: TOGETHER. If you have placed an order with multiple items containing both pre order, and non pre order items, your order will be shipped together (Once the pre order shipment has been received. To avoid any delays, we recommend placing two separate orders if you would like your items to be shipped separately. 

I PLACED AN ORDER BUT FORGOT TO ADD MY DISCOUNT CODE!

A: Unfortunately we cannot add or change discount codes on already placed orders. Save your discount code for next time! <3

For any other questions, please contact us at/ info@kikivacollection.com

KIKIVA COLLECTION PTY LTD

ACN 661 758 658