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SHIPPING        |          RETURNS POLICY         |          SUBMIT A RETURN          |         FAQ         |       CONTACT US

Frequently Asked Questions


Shipping

Where will my order be shipped from?

Our warehouse is located in Freshwater, Sydney Australia.

How long does it take for my order to be shipped?

Orders placed after 9am are processed within one business day of being placed and are dispatched within one business day. Please note during sale periods, there might be a slight delay with processing time frames. All online orders are hand-picked by our lovely online team aiming to processes orders as soon as possible.

Any concerns or if you need your order dispatched urgently please call us on +61 403 503 352 or email us at customercare@kivari.com.au.

HOW DO I SELECT SAME DAY DELIVERY?

We offer same day shipping to customers within a 50km radius of our head office in Freshwater, Sydney, with delivery starting at $15. If your postcode is eligible for same day shipping, the option will appear at checkout with a delivery price based on your location.

All same day delivery orders are delivered by our partner Rendr. You will receive an email with tracking details and updates via text to follow the journey of your parcel.

For more information visit Same Day Delivery.

How long does it take to ship internationally?

International orders are processed within one business day of being placed and are dispatched within one business day. All international orders are shipped using DHL Express. We aim to get your order to you asap and international orders are usually delivered within 4-7 business days after it has been dispatched from our warehouse but please note there is the possibility of delays that might occur with customs which might alter this express timeframe which is out of our control. All online orders are hand-picked by our lovely online team and are shipped from Sydney Australia.

Do I have to pay Customs to receive my order?

If you are located outside of Australia, you may have to pay the duties & customs fees to receive your order. We advise to contact your local DHL to be informed of what these charges may be if you have any concerns before placing your order. KIVARI does not cover these charges.

WHAT HAPPENS IF I'M NOT HOME WHEN THE ORDER IS DELIVERED?

If you’re not home when the order is delivered, the courier will leave you a reminder slip with their contact information. You can also call the courier directly and give them the order tracking number to arrange a delivery date.

LOST IN TRANSIT?

Once your order has been packed with love and has left our warehouse it is then in the hands of Australia Post. Should your parcel become lost in transit or you believe it is mis-delivered, please launch an investigation with AusPost here. For more information, read more.

Where will my order be shipped from?

Our warehouse is located in Freshwater, Sydney Australia.

How long does it take for my order to be shipped?

Orders placed after 9am are processed within one business day of being placed and are dispatched within one business day. Please note during sale periods, there might be a slight delay with processing time frames. All online orders are hand-picked by our lovely online team aiming to processes orders as soon as possible.

Any concerns or if you need your order dispatched urgently please call us on +61 403 503 352 or email us at customercare@kivari.com.au.

HOW DO I SELECT SAME DAY DELIVERY?

We offer same day shipping to customers within a 50km radius of our head office in Freshwater, Sydney, with delivery starting at $15. If your postcode is eligible for same day shipping, the option will appear at checkout with a delivery price based on your location.

All same day delivery orders are delivered by our partner Rendr. You will receive an email with tracking details and updates via text to follow the journey of your parcel.

For more information visit Same Day Delivery.

How long does it take to ship internationally?

International orders are processed within one business day of being placed and are dispatched within one business day. All international orders are shipped using DHL Express. We aim to get your order to you asap and international orders are usually delivered within 4-7 business days after it has been dispatched from our warehouse but please note there is the possibility of delays that might occur with customs which might alter this express timeframe which is out of our control. All online orders are hand-picked by our lovely online team and are shipped from Sydney Australia.

Do I have to pay Customs to receive my order?

If you are located outside of Australia, you may have to pay the duties & customs fees to receive your order. We advise to contact your local DHL to be informed of what these charges may be if you have any concerns before placing your order. KIVARI does not cover these charges.

WHAT HAPPENS IF I'M NOT HOME WHEN THE ORDER IS DELIVERED?

If you’re not home when the order is delivered, the courier will leave you a reminder slip with their contact information. You can also call the courier directly and give them the order tracking number to arrange a delivery date.


Returns

Do you offer refunds?

You are able to select the refund option for all full priced items in the returns portal when placing your return. When you select the return option you will see Gift Card (store credit) which is in the form of a digital gift card to use on our website but if you are after a refund click the menu to choose the refund option. For sale items and items discounted over 20% you will only be able to choose the Credit option which is in the form of a digital gift card.

How do I return MY ITEM/S?

If you're ready to submit for your return, please visit our returns portal here.

If you purchased our item(s) online, please read our online returns policy here.

If you purchased your item(s) from a boutique, please read our in-store returns policy here.

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 you OFFER exchanges ONLINE?

Unfortunately we do not provide an exchange service. If you have purchased a full priced item you can request a refund or store credit for your return which you can use towards re purchasing your exchange size or garment. If you are returning a sale item, you can select a store credit for your return and you will receive a digital gift card for your store credit which you can use at checkout to repurchase your exchange size or garment.

Have you received my return?

Please allow up to 5 business days of your return being received into our warehouse to be processed. We advise to use a traceable shipping service when sending your return back to us to track its whereabouts. Once your return has been processed you will receive an email update.

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.

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.

How do I add my GIFT CARD at checkout?

If you have chosen the gift card option for your return you will receive a digital gift card for your store credit once your return has been processed which is sent to your email address attached to your order. The gift card will have the code to copy which is located above the barcode for you to paste into the discount section at the checkout. Press enter to see it apply. You can also use promotion discount codes with your gift card at the checkout.

If you are having any issues with your gift card - please contact us at customercare@kivari.com.au.

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 RETURN A GIFT CARD?

Digital or physical gift cards are not eligible to be returned or cancelled.

Do you offer refunds?

You are able to select the refund option for all full priced items in the returns portal when placing your return. When you select the return option you will also see Gift Card (store credit) which is in the form of a digital gift card to use on our website but if you are after a refund click the menu to choose the refund option. For sale items and items discounted over 20% you will only be able to choose the gift card option which is in the form of a digital gift card.

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.

How do I return MY ITEM/S?

If you're ready to submit for your return, please visit our returns portal here.

If you purchased our item(s) online, please read our online returns policy here.

If you purchased your item(s) from a boutique, please read our in-store returns policy here.

Do you OFFER exchanges ONLINE?

Unfortunately we do not provide an exchange service. If you have purchased a full priced item you can request a refund or store credit for your return which you can use towards re purchasing your exchange size or garment. If you are returning a sale item, you can select a store credit for your return and you will receive a digital gift card for your store credit which you can use at checkout to repurchase your exchange size or garment.

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.

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.

Have you received my return?

Please allow up to 5 business days of your return being received into our warehouse to be processed. We advise to use a traceable shipping service when sending your return back to us to track its whereabouts. Once your return has been processed you will receive an email update.

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.

HOW DO I ADD MY GIFT CARD AT CHECKOUT?

If you have chosen the gift card option for your return you will receive a digital gift card for your store credit once your return has been processed which is sent to your email address attached to your order. The gift card will have the code to copy which is located above the barcode for you to paste into the discount section at the checkout. Press enter to see it apply. You can also use promotion discount codes with your gift card at the checkout.

If you are having any issues with your gift card - please contact us at customercare@kivari.com.au.

can i return a gift card?

Digital or physical gift cards are not eligible to be returned or cancelled.


Orders

Where is my order?

Once your order has been packed with love and has left our warehouse it is then in the hands of Australia Post.

If Australia Post does not deliver to the time frames they state and your order is later than expected, we (KIVARI) cannot be held liable for any damages including discounts on an order. Please lodge a formal complaint with Australia Post, as you are the owner of the parcel.

If your parcel has gone missing, you will need to start a Track and Trace enquiry with Australia Posts customer service team on 13 76 78. Please request authorisation for Kivari to access the enquiry so we can then also access and follow up the final outcomes in order to assist you!

We understand how frustrating it can be when a delivery does not go to plan, we will do our very best to try and resolve the issue on our end as soon as possible. Please note, we do need to wait for Australia Post to advise of the final outcome of their internal investigation which can take between 5 - 10 business days in some cases.

I need to change/cancel my order?

Once an order has been placed through our website it cannot be changed or cancelled.

This means that no further changes can be made to your order once processed including and not limited to; removing and/or adding items to your order, combining orders, adding discount codes or cancelling your order.

Can my online purchase be returned to the Kivari Boutiques?

At this time our Boutiques are not able to process returns for online orders. Any online order must be returned following our Online Returns Process.

I received the incorrect ITEM IN MY ORDER?

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.

I didn't receive my confirmation for my order?

Make sure you’ve scoped out your junk and spam folders in case the automatic notification has been sent there.

Still no luck? Not to worry, just shoot us an email at customercare@kivari.com.au so we can help locate this for you. If you opt to create an account at the checkout, all of your records of your previous orders will be there for your reference as well!

I received an email that the garment I requested was back in stock but when I go to purchase it, it has already sold out?

Our Kivari pieces are here for a good time not a long time. Once a garment or size is sold out you are encouraged to enter your email address be to emailed as soon as one comes back online. Due to the popularity of the sizes, styles may sell out within minutes if only one size has been re stocked. If in doubt your favourite Kivari piece might sell out when trying to find the perfect fit, you can always purchase two different sizes and return the size that was not suited.

How does Afterpay work? 

Afterpay is a payment option for Australian customers to purchase their items with the payment to be split into 4 equal payments over 2 week instalments. All new Afterpay customers are required to make their first payment at the time of purchase. You will no longer be considered a ‘new’ customer once you have fully paid off your first order 6 weeks later. For any order thereafter, your first payment will only be deducted 2 weeks after your purchase and your last payment deducted 8 weeks after purchase.

Will i be charged international duties and taxes?

Items in your order that are designated for shipment to countries outside of Australia may be subject to taxes, customs duties and fees levied by the destination country ("Import Fees"). The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees. Import Fees (including returns) for international shipments, if applicable, are charged to the customer. It is the responsibility of the customer to be aware of what import charges may be applicable in your country. Kivari does not have control on what these duties and taxes charges are and suggest to contact your local DHL to be aware of any charges which may occur receiving in orders from Australia.

What happens if i refuse a shipment?

If you refuse a shipment from Kivari or refuse to pay any duties and taxes, you are responsible for the original shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to Kivari. This amount will be deducted from your merchandise refund. Kivari will not cover any duties and taxes charge that may occur.

Do you sell gift cards?

Digital gift cards purchased online are sent to the email address provided on the order as a digital gift card. We also offer physical gift cards which will be sent to the address selected at checkout. Digital and physical gift cards cannot be redeemed for cash and cannot be returned or cancelled.

WHEN WILL MY GIFT CARD EXPIRE?

KIVARI gift cards are valid for 3 years from the date of issue.

How to use promotional discount code

From time to time Kivari may run special online sale offers that may involve applying a discount code. These promotional discount codes that has been advertised on the website through a homepage banner, eDM and Instagram socials are to be applied at checkout to receive the discount. In order to take advantage of these special promotional offer, you must apply the correct promotional discount code advertised at the checkout under “gift card or discount code section and click the button “apply” to ensure this discount code has applied to your order. Please note only one promotional code may be used per transaction. If a discount code states it has expired and is invalid, Kivari reserves the right to deny honouring this discount if the code is no longer valid.

Where is my order?

Once your order has been packed with love and has left our warehouse it is then in the hands of Australia Post.

If Australia Post does not deliver to the time frames they state and your order is later than expected, we (KIVARI) cannot be held liable for any damages including discounts on an order. Please lodge a formal complaint with Australia Post, as you are the owner of the parcel.

If your parcel has gone missing, you will need to start a Track and Trace enquiry with Australia Posts customer service team on 13 76 78. Please request authorisation for Kivari to access the enquiry so we can then also access and follow up the final outcomes in order to assist you!

We understand how frustrating it can be when a delivery does not go to plan, we will do our very best to try and resolve the issue on our end as soon as possible. Please note, we do need to wait for Australia Post to advise of the final outcome of their internal investigation which can take between 5 - 10 business days in some cases.

I need to change/cancel my order?

Once an order has been placed through our website it cannot be changed or cancelled.

This means that no further changes can be made to your order once processed including and not limited to; removing and/or adding items to your order, combining orders, adding discount codes or cancelling your order.

Can my online purchase be returned to the Kivari Boutiques?

At this time our Boutiques are not able to process returns for online orders. Any online order must be returned following our Online Returns Process.

I RECEIVED THE INCORRECT ITEM IN MY ORDER?

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.

I didn't receive my confirmation for my order?

Make sure you’ve scoped out your junk and spam folders in case the automatic notification has been sent there.

Still no luck? Not to worry, just shoot us an email at customercare@kivari.com.au so we can help locate this for you. If you opt to create an account at the checkout, all of your records of your previous orders will be there for your reference as well!

I received an email that the garment I requested was back in stock but when I go to purchase it, it has already sold out?

Our Kivari pieces are here for a good time not a long time. Once a garment or size is sold out you are encouraged to enter your email address be to emailed as soon as one comes back online. Due to the popularity of the sizes, styles may sell out within minutes if only one size has been re stocked. If in doubt your favourite Kivari piece might sell out when trying to find the perfect fit, you can always purchase two different sizes and return the size that was not suited.

How does Afterpay work?

Afterpay is a payment option for Australian customers to purchase their items with the payment to be split into 4 equal payments over 2 week instalments. All new Afterpay customers are required to make their first payment at the time of purchase. You will no longer be considered a ‘new’ customer once you have fully paid off your first order 6 weeks later. For any order thereafter, your first payment will only be deducted 2 weeks after your purchase and your last payment deducted 8 weeks after purchase.

Will i be charged international duties and taxes?

Items in your order that are designated for shipment to countries outside of Australia may be subject to taxes, customs duties and fees levied by the destination country ("Import Fees"). The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees. Import Fees (including returns) for international shipments, if applicable, are charged to the customer. It is the responsibility of the customer to be aware of what import charges may be applicable in your country. Kivari does not have control on what these duties and taxes charges are and suggest to contact your local DHL to be aware of any charges which may occur receiving in orders from Australia.

What happens if i refuse a shipment?

If you refuse a shipment from Kivari or refuse to pay any duties and taxes, you are responsible for the original shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to Kivari. This amount will be deducted from your merchandise refund. Kivari will not cover any duties and taxes charge that may occur.

Do you sell gift cards?

Digital gift cards purchased online are sent to the email address provided on the order as a digital gift card. We also offer physical gift cards which will be sent to the address selected at checkout. Digital and physical gift cards cannot be redeemed for cash and cannot be returned or cancelled.

WHEN WILL MY GIFT CARD EXPIRE?

KIVARI gift cards are valid for 3 years from the date of issue.

How to use promotional discount codes?

From time to time Kivari may run special online sale offers that may involve applying a discount code. These promotional discount codes that has been advertised on the website through a homepage banner, eDM and Instagram socials are to be applied at checkout to receive the discount. In order to take advantage of these special promotional offer, you must apply the correct promotional discount code advertised at the checkout under “gift card or discount code section and click the button “apply” to ensure this discount code has applied to your order. Please note only one promotional code may be used per transaction. If a discount code states it has expired and is invalid, Kivari reserves the right to deny honouring this discount if the code is no longer valid.


Something still on your mind?

We would love to help you out! Please send us an email at customercare@kivari.com.au you can also use our Live Chat by selecting the speech icon on the bottom right corner of our website and you can always call us on +61 403 503 352.