KARRINYUP STORE POLICY
Welcome to the World of Kikiva
At Kikiva Collection, we want every customer to feel confident and happy with their purchase. Our team is here to assist with sizing, fit and product recommendations to help you find the perfect piece.
Please read our Store Policy before completing your purchase. All purchases made at the Kikiva Collection Karrinyup store are subject to the terms outlined below.
Returns, Exchanges & Store Credit
We are pleased to offer exchanges or store credit for eligible in-store purchases.
To be eligible for an exchange or store credit:
- Items must be returned within 14 days of the original purchase.
- Proof of purchase must be provided (receipt, gift receipt, order confirmation or other valid proof of purchase).
- Items must be unworn, unwashed and in their original condition.
- All original tags must remain attached.
- Items must be free from makeup, fake tan, deodorant marks, perfume, body odour, pet hair, lint or any other signs of wear.
- Items must not be altered, damaged or soiled after purchase.
All returns are subject to inspection by a Kikiva Collection team member.
Kikiva Collection reserves the right to refuse an exchange or store credit if the item does not meet the above conditions.
Change of Mind Purchases
We understand that choosing the right style, colour and fit is important.
For change-of-mind purchases, we offer an exchange or store credit on eligible items that satisfy our return conditions.
We do not offer refunds for change-of-mind purchases.
We strongly encourage customers to try on garments before purchasing to ensure they are happy with their selection.
Size Exchanges
Need another size?
Provided your item meets our return conditions and stock is available, we are happy to exchange your purchase for another size within 14 days of purchase.
If your preferred size is unavailable, store credit will be issued.
Sale Items & Promotions
Items purchased during clearance sales, warehouse sales or marked "Final Sale" promotions cannot be returned for a refund, exchange or store credit unless required under Australian Consumer Law.
Items purchased using a promotional discount code remain eligible for our standard exchange and store credit policy unless otherwise stated as part of the promotion.
Faulty Items
At Kikiva Collection, we stand behind the quality of our products.
If you believe your item has a manufacturing fault, please contact our team as soon as possible and provide:
- Proof of purchase.
- Photos or videos showing the issue.
- Details regarding when and how the item was used.
Our team may request that the item be returned for inspection before determining the appropriate remedy.
Where a genuine manufacturing fault exists, Kikiva Collection will provide a repair, replacement or refund in accordance with Australian Consumer Law.
Please note that the following are not considered manufacturing faults:
- Normal wear and tear.
- Damage caused by misuse or accidental damage.
- Incorrect washing or drying.
- Failure to follow the care instructions.
- Snagging, pilling or damage caused after purchase.
Australian Consumer Law
Nothing in this policy excludes, restricts or limits your rights under the Australian Consumer Law.
If a product is faulty, unsafe, not as described or fails to meet the consumer guarantees under Australian Consumer Law, Kikiva Collection will assess the issue and provide an appropriate remedy, which may include a repair, replacement or refund where required by law.
Gift Purchases
Gift purchases may be exchanged or issued with store credit within 14 days of purchase, provided:
- Proof of purchase is supplied.
- The item meets all return conditions.
Refunds are not available for gift purchases unless required under Australian Consumer Law.
Store Credit
Store credit:
- Is issued electronically.
- May be redeemed in-store or online.
- Cannot be exchanged for cash.
- Cannot be refunded.
Gift Cards
Kikiva Collection Gift Cards:
- May be redeemed in-store and online.
- Cannot be exchanged for cash.
- Cannot be refunded.
- Are valid for 5 years from the date of purchase unless otherwise stated.
Trying On Garments
We encourage all customers to try on garments before purchasing to ensure they are happy with the fit, style and sizing.
Our team is always available to assist with product recommendations and sizing advice.
Online Orders
Purchases made through our online store are subject to our Online Returns Policy.
Please refer to the Returns Policy available on our website for full details regarding online purchases
Contacting Our Store Team
For any enquiries regarding an in-store purchase, including exchanges, store credit, faulty items or general assistance, please contact our Karrinyup Store Team.
To ensure your enquiry can be reviewed and resolved as quickly as possible, all enquiries relating to in-store purchases must be submitted via email. We are unable to process enquiries relating to in-store purchases through our online customer service team or social media channels.
Email: Karrinyupstore@kikivacollection.com
When contacting us, please include:
- Your full name.
- Proof of purchase.
- Your contact phone number.
- Receipt number (if available).
- Photos or videos of the item (where applicable).
- A brief description of your enquiry.
Our team will respond as soon as possible during business hours.
Important Hygiene Notice
For hygiene reasons, Kikiva Collection cannot accept returns or exchanges on garments that:
- Have been worn outside of trying on.
- Have been washed or altered.
- Have had the original tags removed.
- Contain makeup, fake tan, deodorant marks, perfume, body odour, pet hair or lint.
- Show any signs of wear or damage.
Items that do not meet these requirements will be returned to the customer.
Customer Acknowledgement
By completing your purchase, you acknowledge that you have read and agree to the Kikiva Collection Store Policy.
