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SHIPPING | RETURNS POLICY
Returns
Returns Policy
We value each of our customers and want you to be happy with your purchase. Please read the below to ensure your item/s meets our return conditions.
Please note, we have different policies for our online store and boutiques.
For online purchase please refer to our Online Returns Policy below. To lodge a return, visit our Returns Portal here.
For orders purchased from one of our Boutiques, please refer to our Boutique Policy.
Items purchased from a stockist must also be returned to the stockist they were originally purchased from, including faulty items.
CONDITIONS OF RETURN
- Item/s must be returned in their original condition and packaging: unworn, unwashed and with all tags attached.
- We accept returns within 14 days for a refund or store credit (unless they are marked FINAL SALE or otherwise specified under our conditions below).
- The item is not subject to the exclusions listed below
Please allow 3-5 business days for your refund to be processed once the return has been recieved by the warehouse.
RETURNS POLICY
FULL PRICE ITEMS
Items purchased online at full price are eligible for a refund or store credit when returned within 14 days of fulfillment. Please note, we are unable to refund or credit the cost of shipping.
PROMOTIONS & SALE ITEMS
Items purchased online from our SALE category are FINAL SALE and are not eligible for a return, exchange or store credit.
Items purchased during a promotion (e.g. ‘Flash Sale’) are subject to their own return conditions. Please see current terms and conditions here.
SWIMWEAR
All swimwear must be tried on wearing undergarments. If you wish to return an item, all tags and protective hygiene strip must remain in place and the item will not be accepted if either of these have been removed or altered, or if the item shows signs of wear.
JEWELLERY & FRAGRANCES
Due to hygiene reasons, we do not accept returns on jewellery and perfume.
If you're ready to submit for your return, please visit our returns portal here.
NEED MORE HELP WITH YOUR RETURN?
We're happy to help! Please email customercare@kivari.com.au or call us on +61 403 503 352, and one of our friendly customer care team members will get back to you within 1-2 business days.
For other frequently asked questions, read them below.
FAQS
HOW DO I RETURN MY ITEM/S?
WHAT IS THE RETURNS PROCESS AND WHEN WILL I RECEIVE MY REFUND?
Your item must be sent within 7 days of submitting your return to qualify for a refund. Please allow 3-5 business days for your refund to be processed once the return has been recieved by the warehouse. Refunds will be processed through your original payment method and you will receive notification once completed. Your bank may take 3-5 business days to process your refund.
AUSTRALIA
Once your return has been submitted, you’ll receive a return label to send your item/s. The label postage fee will be automatically deducted from your refund or waived if you choose to receive a store credit.
NEW ZEALAND
Duties, taxes and any customs and import fees from the original order are non-refundable. We recommend sending your return via a traceable method and retaining proof of postage until receiving confirmation that your return has been processed.
KIVARI cannot be held responsible for returns that are not received.
DO I NEED TO PAY FOR RETURN SHIPPING?
For Australian orders, you can choose to return for store credit and receive free return post, or if you would prefer to return for a refund, we retain $10 from your refund to cover the return costs. This option ensures your package is trackable and we are able to cover your return should it be lost in transit.
HOW DO I CANCEL OR MODIFY MY ORDER?
Once your order has been placed online you cannot cancel or modify the order. We are also unable to cancel an order or stop an order from being dispatched on your request.
DO YOU OFFER EXCHANGES ONLINE?
Unfortunately, at this time we do not offer an exchange service online. As our pieces are limited, we are unable to hold product for you and suggest purchasing your desired piece so you do not miss out.
If you have purchased a full priced item you can request a refund or store credit for your return which you can use towards purchasing your exchange size or garment once your return has been received and processed.
WHAT HAPPENS IF I RECEIVE A DIFFERENT ITEM TO MY ORDERED ITEM?
We hope you never receive an incorrect item, however, if you did receive the incorrect item, please contact our lovely customer care team at customercare@kivari.com.au or contact us via our Live Chat with you order number, and image for our review and we will be here to help resolve this for you.
If you received the wrong item, KIVARI will cover the cost of the return postage.
WHAT HAPPENS IF I RECEIVE A FAULTY ITEM?
We hope you never receive a faulty product. However, if something you received is not in perfect condition, please submit your return through our return portal and select “faulty item”. Our team will review your return request and confirm the next steps.
If you're out of the 14 day return period, please contact our lovely customer care team at customercare@kivari.com.au or contact us via our Live Chat with a description of the fault, order number, and image for our review and we will be here to help resolve this for you.
KIVARI offers a 3-month warranty period on all of our pieces. This does not include reasonable wear-and-tear or items damaged by not following the recommended garment care process. Faulty returns are determined at the sole discretion of KIVARI.
If you received a faulty item, KIVARI will cover the cost of the return postage.
CAN I STILL RETURN MY ITEM IF I PURCHASED WITH A WELCOME CODE?
All full-priced items purchased using the 10% off welcome code are eligible for a refund or store credit.
CAN I GET A REFUND IF I USED AFTERPAY, KLARNA OR ZIPPAY?
If you have made an order online using one of our buy now pay later options, you are eligible for a full refund (given the items you have purchased are full price), and only if you return your items online.
If you have made a purchase in store using Afterpay, we can only process an exchange in-store.
CAN I RETURN A GIFT CARD?
Digital or physical gift cards are not eligible to be returned or cancelled.
WHEN WILL MY GIFT CARD EXPIRE?
KIVARI gift cards are valid for 3 years from the date of issue.
NEED FURTHER ASSISTANCE WITH OUR RETURNS?
We are here to help! For more frequently asked questions you can read here. Alternatively, please call us on +61 403 503 352 or email us at customercare@kivari.com.au for any further assistance regarding your return.
HOW DO I RETURN MY ITEM/S?
WHAT IS THE RETURNS PROCESS AND WHEN WILL I RECEIVE MY REFUND?
Your item must be sent within 7 days of submitting your return to qualify for a refund. Please allow 3-5 business days for your refund to be processed once the return has been recieved by the warehouse. Refunds will be processed through your original payment method and you will receive notification once completed. Your bank may take 3-5 business days to process your refund.
AUSTRALIA
Once your return has been submitted, you’ll receive a return label to send your item/s. The label postage fee will be automatically deducted from your refund or waived if you choose to receive a store credit.
NEW ZEALAND
Duties, taxes and any customs and import fees from the original order are non-refundable. We recommend sending your return via a traceable method and retaining proof of postage until receiving confirmation that your return has been processed.
KIVARI cannot be held responsible for returns that are not received.
DO I NEED TO PAY FOR RETURN SHIPPING?
For Australian orders, you can choose to return for store credit and receive free return post, or if you would prefer to return for a refund, we retain $10 from your refund to cover the return costs. This option ensures your package is trackable and we are able to cover your return should it be lost in transit.
HOW DO I CANCEL OR MODIFY MY ORDER?
Once your order has been placed online you cannot cancel or modify the order. We are also unable to cancel an order or stop an order from being dispatched on your request.
DO YOU OFFER EXCHANGES ONLINE?
Unfortunately, at this time we do not offer an exchange service online. As our pieces are limited, we are unable to hold product for you and suggest purchasing your desired piece so you do not miss out.
If you have purchased a full priced item you can request a refund or store credit for your return which you can use towards purchasing your exchange size or garment once your return has been received and processed.
WHAT HAPPENS IF I RECEIVE A DIFFERENT ITEM TO MY ORDERED ITEM?
We hope you never receive an incorrect item, however, if you did receive the incorrect item, please contact our lovely customer care team at customercare@kivari.com.au or contact us via our Live Chat with you order number, and image for our review and we will be here to help resolve this for you.
If you received the wrong item, KIVARI will cover the cost of the return postage.
WHAT HAPPENS IF I RECEIVE A FAULTY ITEM?
We hope you never receive a faulty product. However, if something you received is not in perfect condition, please submit your return through our return portal and select “faulty item”. Our team will review your return request and confirm the next steps.
If you're out of the 14 day return period, please contact our lovely customer care team at customercare@kivari.com.au or contact us via our Live Chat with a description of the fault, order number, and image for our review and we will be here to help resolve this for you.
KIVARI offers a 3-month warranty period on all of our pieces. This does not include reasonable wear-and-tear or items damaged by not following the recommended garment care process. Faulty returns are determined at the sole discretion of KIVARI.
If you received a faulty item, KIVARI will cover the cost of the return postage.
CAN I STILL RETURN MY ITEM IF I PURCHASED WITH A WELCOME CODE?
All full-priced items purchased using the 10% off welcome code are eligible for a refund or store credit.
CAN I GET A REFUND IF I USED AFTERPAY, KLARNA OR ZIPPAY?
If you have made an order online using one of our buy now pay later options, you are eligible for a full refund (given the items you have purchased are full price), and only if you return your items online.
If you have made a purchase in store using Afterpay, we can only process an exchange in-store.
CAN I RETURN A GIFT CARD?
Digital and physical gift cards are not eligible to be returned or cancelled.
WHEN WILL MY GIFT CARD EXPIRE?
KIVARI gift cards are valid for 3 years from the date of issue.
NEED FURTHER ASSISTANCE WITH OUR RETURNS?
We are here to help! For more frequently asked questions you can read here. Alternatively, please call us on +61 403 503 352 or email us at customercare@kivari.com.au for any further assistance regarding your return.