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SHIPPING | RETURNS POLICY
Shipping
You are currently on our KIVARI Australia & New Zealand website. If you are in the USA or an International customer, please click here.
STANDARD ORDER PROCESSING
Please allow 1-3 business days for your order to be processed. Due to our order processing time, we cannot guarantee next day delivery. Please be aware that online orders are not processed over weekends or on NSW public holidays.
Please note during sales or promotional periods, there may be slight delays in processing your order. Please allow 5-7 business days for dispatch of your order during this time. Once your order has been shipped, normal shipping times apply.
Domestic Delivery
All domestic Australia orders are shipped via Australia Post Standard or Express delivery. Please allow 1-3 business days for express shipping and 2-8 business days for standard shipping.
- Free Standard Shipping for orders $200.00 and over.
- Standard Shipping for orders under $200.00 is $10.
- Express Shipping for all orders is $15.
- Same Day Delivery (Sydney Metro Only) starting at $15.
- Click & Collect (Freshwater Only) - Free
Delivery times listed above and are an estimate only. Please note, express shipping orders are still subject to our processing times. By accepting our terms and conditions upon placing your order you agree that KIVARI is not liable for any delay in delivery. Please allow an additional 1 to 3 business days for delivery of any orders to Western Australia or outside of a metropolitan area. This delivery information may be updated at our discretion at any time.
All online orders are currently shipped from our warehouse in Sydney, Australia. Once an item is dispatched you will receive a confirmation email with your tracking details.
Same Day Delivery Service
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. Please note that Same Day Delivery is not available for delivery to PO boxes or parcel lockers as you must be present at the time of the courier's arrival.
Sydney same day delivery by 5pm is available for orders placed by 11am AEDT each business day (Monday - Friday), excluding weekends and public holidays.
For orders placed after 11am, your delivery will be scheduled for delivery by 5pm the next business day.
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 Shipping.
Click & Collect Service
We’re excited to announce that our Freshwater boutique is undergoing a complete transformation to elevate your shopping experience. While we renovate, we invite you to continue shopping with us through our Click & Collect service at our nearby Freshwater Head Office.
Simply place your order by 11am Monday - Friday and pick it up by 3pm the same day, excluding weekends and public holidays.
All orders are usually ready within 24 hours and once available, you will receive a ready for collection email with our warehouse address. To avoid disappointment, please wait until you have received this email confirming your order is available to collect.
Collection:
KIVARI Freshwater Head Office:
11am - 3pm Monday - Friday.
*Closed on public holidays.
Bring your confirmation email when you come to collect your order. If you are unable to pick up your order and someone else is instead, please ensure you share the confirmation email with them.
Please ensure you pick up your order within 7 days. Email and phone notifications will be sent during this time to remind you of your collection and offer alternative postage options. If you fail to respond and your do not collect your order within this time your order will be cancelled and refunded to your original payment method.
Standard online returns policy applies to orders placed with Click and Collect with the start of your return window commencing from the collection confirmation email date.
If you need assistance, please call our Customer Care team on +61 403 503 352
Click and collect is currently not available at our boutiques.
International Delivery
All international orders are shipped with DHL and flat rate shipping fees will be added to your order according to your country. Please allow 5-10 business days for delivery.
DUTIES & TAXES:
We ship on a DDP (Delivery Duty Paid) basis, which means that all relevant import duties and taxes are paid at the time of purchase and there will be no surprises or hidden fees when your order arrives at your destination. Dependant on your location, KIVARI will cover the cost of these duties and taxes, please see below for further information.
NEW ZEALAND:
- Free Standard Shipping for orders $200.00 and over.
- Orders under $200, have a standard shipping rate of $15 NZD.
- All orders to New Zealand are shipped from Sydney, Australia via DHL.
- All orders to NZ are delivered with all duties and taxes paid by KIVARI, so once your parcel has been delivered there will never be any additional cost beyond what is captured at checkout.
We ship internationally to other regions. If you are not located in Australia or New Zealand, please visit our international website here.
Pre-Order
From time to time we may offer items available to pre-order. A pre-order item is not currently in stock and will be available pre purchase with an estimated shipment date. Though we make every effort to provide an accurate date, it is an approximate date only and may be slightly early or late. You will receive an email confirmation when your Pre-Order item is shipped. Standard online returns policy applies to pre-order items with the start of your return window commencing from your order fulfillment date. If you order other items with the pre-order item, the item/s available to be shipped will be sent separately.
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.
FAQS
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 (AEST) 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 DO I CANCEL MY ORDER?
Once your order has been placed online you cannot cancel the order. We are also unable to cancel an order or stop an order from being dispatched on your request. If you have incorrectly placed an order, please refer to our Returns Policy.
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 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.
WHAT DO I DO IF MY ORDER IS 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 or DHL for International orders.
Australia Post Tracking
To track your order, please visit: www.auspost.com.au/track/
DHL Tracking
To track your order, please visit: www.dhl.com/au-en/home/tracking
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 here. 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! Find out more here.
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.
INTERNATIONAL DUTIES AND TAXES
Please note that international orders to New Zealand are sent Delivery Duty Paid (DDP). Duties and taxes are paid by KIVARI, so there will never be any additional cost beyond what is captured at checkout.
International customers are responsible for paying any and all import duties and customs that will be charged by your country. Duties and taxes are calculated based on the items ordered, your shipment destination, and the value of your purchase. Payment of these is necessary to release your order from customs.
For international orders, we are unable to estimate the amount of duties and taxes your order will incur, as these charges are imposed directly by your local customs. We recommend you contact your local customs office for further information and costs.
HOW WILL I RECEIVE MY DIGITAL GIFT CARD?
HOW WILL I RECEIVE MY PHYSICAL GIFT CARD?
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 (AEST) 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 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.
HOW DO I CANCEL MY ORDER?
Once your order has been placed online you cannot cancel the order. We are also unable to cancel an order or stop an order from being dispatched on your request. If you have incorrectly placed an order, please refer to our Returns Policy.
WHAT DO I DO IF MY ORDER IS 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 or DHL for International orders.
Australia Post Tracking
To track your order, please visit: www.auspost.com.au/track/
DHL Tracking
To track your order, please visit: www.dhl.com/au-en/home/tracking
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 here. 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! Find out more here.
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.
INTERNATIONAL DUTIES AND TAXES
Please note that international orders to New Zealand are sent Delivery Duty Paid (DDP). Duties and taxes are paid by KIVARI, so there will never be any additional cost beyond what is captured at checkout.
International customers are responsible for paying any and all import duties and customs that will be charged by your country. Duties and taxes are calculated based on the items ordered, your shipment destination, and the value of your purchase. Payment of these is necessary to release your order from customs.
For international orders, we are unable to estimate the amount of duties and taxes your order will incur, as these charges are imposed directly by your local customs. We recommend you contact your local customs office for further information and costs.
HOW WILL I RECEIVE MY DIGITAL GIFT CARD?
HOW WILL I RECEIVE MY PHYSICAL GIFT CARD?
Physical gift cards purchased online are sent to the address provided at the checkout as a physical gift card. You will receive a tracking notification email for the physical gift card so you can track its journey to you or the recipient. Physical gift cards cannot be redeemed for cash and cannot be returned or cancelled.