Shipping

We offer Australia wide and international shipping.

$10 standard shipping fee, for all orders over $250 the shipping is free when the discount code "FREESHIPPING" is used at checkout. If customer fails to use discount code unfortunately we are unable to refund this cost after order has been made. Please note that only one discount code can be applied at a time at checkout.

Please allow 1-4 business days for your order to be processed & shipped from our warehouse facility and 1-7 days during sale or peak periods. Once your order has left our warehouse facility our team takes no responsibility for any lost, damaged or missing parcels. We recommend getting in contact with the carrier provided and opening up an investigation. 

All domestic orders are shipped with Aus Post.

Standard Shipping (Australia Post)

WA Metro: 1–3 business days

Regional WA: 2–6 business days

SA: 4–7 business days

NSW, VIC & ACT: 5–8 business days

QLD & TAS: 6–9 business days

NT: 7–10 business days

 

Express Shipping 

$15.00 flat rate express shipping and international. 

 

Express Shipping (Australia Post)

WA Metro: 1–2 business days

SA, NSW & VIC: 2–4 business days

QLD & TAS: 3–5 business days

NT: 3–6 business days

 

Local Pickup

At checkout, you can select local pickup for your order. Once selected, your pickup location and address will be provided during checkout.

Please allow 1 to 3 business days for your order to be processed and ready. Once your order has been prepared, you will receive a notification letting you know it is ready for collection. Please note, during peak periods it may take up to 7 days for your order to be ready for pickup. 

Local pickup is available Monday to Friday from 9am to 2pm. We are closed on public holidays and weekends.

PLEASE NOTE: Wait until you have received your ready for collection notification before arriving with your name and order number.

 

Returns - Please enter your details below to start your return

If for any reason, your purchase is not quite right due to incorrect size, change of mind or not satisfied with the product, you are welcome to contact our team via email within 14 days of receiving your order to be sent the return details to have the item sent back to us within 30 days of receiving your order to receive a refund (if faulty & unwearable) or store credit (faulty and wearable) that will never expire. Items received outside of this period will strictly not be accepted. 

Refunds for faulty products will only be given to customers who provide us with proof and images of the fault as well as a thorough description of the situation. It is up to Kikiva to decide if the garment is deemed faulty due to manufacturing or is at customer fault. 

Within 30 days of when your order was placed and the product turns faulty (the item is unwearable) you must contact our team via email during this time period to be eligible for a replacement, store credit or refund. If failed to contact us within this time frame from receiving your new product this will be deemed as 'customer fault'. If the product has a slight imperfection but wearable, a store credit will be issued for the amount paid for the garment. If you would like to return your garments because of a 'change of mind' or 'incorrect sizing' or 'unsatisfied' with the product' we can only strictly offer a store credit or exchange! 

Please understand during the process of trying on your new garments to find your desired fit we do not accept any returns that do not meet our 'quality control check' which is the process every garment goes through before being eligible for a store credit. We are unable to resell these due to hygienic and imperfection reasons. Garments that do not meet our strict requirements will be shipped back to the customer at their cost. 

Once your return has arrived with us, please allow 1–10 business days for it to be processed and for your store credit or exchange order to be issued.

 

Product colours:

Please note colours may vary slightly with different collections or between different fabric textures. If products have the same name but from different collections please note the colours may vary slightly. We recommend for an exact match to purchase sets together from the same collection, or refer back to images to see the colour differences.

 

Damages or Issues with products: 

In the unlikely situation where there is a damage to one of the product once consumer has owned the product you must contact us via email as soon as possible. If a product is faulty within 30 days of a customer receiving our products and providing our team with proof (images & description of issue) we are able to compensate accordingly and come to a solution with our customers. Any products that are made to us after this 30 day period we are unable to compensate due to this being considered as wear & tear and at customer fault.

 

I want to cancel or change my order how do I do this?

Once an order has been made this is finalised and we are unable to change the order. Due to the influx of orders we receive and process daily we are unable to cancel, change or edit any orders. Once an order has been made by the customer and they wish to exchange or return a product after dispatch they must email our customer service team who will provide them with the details of how to return their order with the exchange or return they wish to make.

Please note we are unable to add or change discount codes after purchase. We recommend thoroughly checking your cart before purchasing . 

 

How do I return?

Simply head to our returns portal above and enter your details to make a return. 

 

Full Priced Items: 

Your return of items due to change of mind or incorrect size must be lodged for a return via our customer service within 14 days of receiving your order. If your items are returned within 30 days in original condition without being marked, worn, washed, damaged and tags still attached, you are eligible for a Store Credit. Your store credit will be in the form of a code that will be emailed to you within 10 business days of us receiving your returned item.

 

Final Sale Items and Discounted Items: 

All sale Items purchased as part of a sale which includes Boxing Day, Black Friday and any other sales are strictly eligible for store credit or exchange of the same item in a different size. We cannot exchange for different items or colours and if your exchange item is out of stock a store credit will be issued. 

 

Promotions & Discounts

At checkout any offers, promotions or discounts if the product is included in a big sale (Boxing Day, EOFY, Black Friday etc) will be automatically marked down at checkout where a discount code is automatically applied. During a promotional period where an advertisement is made for a particular time period of a product where a code must be entered at the checkout to receive the discounted sale price. Discount Codes must be entered at checkout and once purchase has been made the code is unavailable to be redeemed after this point. This includes welcome codes, store credits/gift cards, promotional codes. Kikiva has the right to start, end or change a promotion at any time without notice. 

 

Exchanges 

We offer exchanges. If you would like an alternate size or style, please email lodge a return through our online portal above. If during the return process the item requested is unavailable for exchange a store credit will be issued. For further assistance please email Support@kikivacollection.com

 

Return Shipping Costs

Returns postage is at customer's expense.  Shipping costs are also non-refundable. We recommend using a trackable shipping service, as Kikiva Collection will take no responsibility in tracking your return or lost items. 

 

Return Cover

If you purchase Return Cover with your order, the cost of shipping your return back to us is covered. Simply lodge your return through our online Returns Portal and select the option to generate a prepaid returns label.

Please note that Return Cover only covers the cost of returning your item to us. If you are exchanging an item, the shipping cost for your new exchange order is not covered by Return Cover and will be payable at checkout.

 

Refund Policy

Each piece goes through a strict quality control check before being shipped out to our customers.

In the very unlikely event, an item is deemed faulty, we will refund you using only your original purchase method. 

Please allow up to 10 business days for your refund to appear in your bank account once it has been processed. You will receive a confirmation email from us once we have processed the refund. 

Please note we only offer refunds for faulty items only. 

 

Store Credits  

Store Credits/Gift Cards can not be returned for a refund no matter the circumstance they must be used on our online store only. Any purchases made with a Store Credit/Gift Card and a customer wishes to exchange it will be put back into a Store Credit/Gift Card if the exchange product is not available.

Store Credits/Gift Cards are not available to use online on pre-order products or on an exchange order.

 

Gift Card Terms & Conditions

1. Non-Refundable: Gift cards are non-refundable and cannot be returned or exchanged for cash or credit.

2. Not Eligible for Sale Discounts: Gift cards cannot be purchased at a discount during promotional sales or applied to discounted items.

3. No Expiration: Unless otherwise stated, gift cards do not expire and may be used at any time.

4. Usage: Gift cards may be used for purchases exclusively through our official store or website. They cannot be used at third-party retailers.

5. Lost or Stolen Cards: We are not responsible for lost, stolen, or unauthorised use of gift cards.

6. Balance Inquiry: For assistance with checking your balance or any other gift card-related questions, please contact our customer service team.

7. Limitations: Gift cards may not be used to purchase other gift cards.

By purchasing or using our gift cards, you agree to these terms and conditions. We reserve the right to update or modify these terms at any time without prior notice.

 

Shipping Protection Policy

Please follow the link for information regarding or Shipping Protection Policy:  https://kikivacollection.com/pages/shipping-protection-information