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SHIPPING | RETURNS POLICY
Returns
Exchanges & Returns Policy
We value each of our customers and want you to be happy with your purchase. If your item isn’t quite right, you’re welcome to return it within 14 days of your order date for a refund, credit note or exchange in line with our returns policy below.
Please note, we have different policies for our online store and stores.
For online purchase please refer to our Online Returns Policy below.
For orders purchased from one of our store, please refer to our Store Policy.
Items purchased from a stockist must also be returned to the stockist they were originally purchased from, including faulty items.
To lodge a return, visit our Returns Portal here.
Please read the below to ensure your item/s meets our return conditions.
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 of fulfillment 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
FULL PRICE ITEMS
Items purchased online at full price are eligible for a refund, exchange 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 the 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.
Click & Collect Returns:
Standard online returns policy applies to orders placed with Click and Collect, with the start of your return window commencing from the fulfilment email date. Alternatively, you can exchange in store during this time.
Instant Exchanges
Instant exchanges are available on all Australian orders for full-price items within 14 days of purchase.
Simply follow the steps in our return portal to select your new size, colour, or style - your new item will ship free once the return label is approved.
Return labels are charged to the customer, and a $1 authorisation hold will be placed to release your new item before we receive your original one. If your original item is not scanned and in transit with the courier within 7 days, the full amount of the new item will be charged to your card.
At this time, exchanges are not available for sale items or international orders.
If you're ready to submit for your return, please visit our returns portal here.
Please allow 3-5 business days for your refund to be processed once the return has been received by the warehouse.
NEED MORE HELP WITH YOUR RETURN?
We're happy to help! Please email [email protected] 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?
At this time the return postage cost is at the expense of the customer, $10 will be deducted 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. If you select exchange for another size or item, you will receive free shipping on the new item of your choice.
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?
Yes, we offer instant exchanges for Australian customers on full-price items within 14 days from your order date. Simply select your new size, colour, or style through our online returns portal. Your new item will ship free once the return label is approved.
Return labels are charged to the customer, and a $1 authorisation hold will be placed to release your new item before we receive your original one. If your original item is not scanned and in transit with the courier within 7 days, the full amount of the new item will be charged to your card.
If an item is unavailable in our warehouse, it may not appear as an option within the returns portal. If your desired style or size is still available online, we recommend placing a new order to ensure you receive it sooner. Once ordered, you can then lodge a refund request for your original item here.
If we do not have your desired item available, simply select credit note in line with our Returns Policy to purchase an item you prefer at a later date. Credit notes are valid for 3 years.
Please note, exchanged items can only be returned for another item or a credit note. Return labels are at the expense of the customer, the new item will ship free.
At this time, international orders are not eligible for exchanges. If you wish to change your size or style, please place a new order and return your original purchase for a refund or gift card in line with our Returns Policy.
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 [email protected] 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 [email protected] 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 [email protected] 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?
Yes, we offer instant exchanges for Australian customers on full-price items within 14 days from your order date. Simply select your new size, colour, or style through our online returns portal. Your new item will ship free once the return label is approved.
Return labels are charged to the customer, and a $1 authorisation hold will be placed to release your new item before we receive your original one. If your original item is not scanned and in transit with the courier within 7 days, the full amount of the new item will be charged to your card.
If an item is unavailable in our warehouse, it may not appear as an option within the returns portal. If your desired style or size is still available on kivari.com.au, we recommend placing a new order to ensure you receive it sooner. Once ordered, you can then lodge a refund request for your original item here.
If we do not have your desired item available, simply select credit note inline with our Returns Policy to find an item you prefer at a later date. Credit notes are valid for 3 years.
Please note, exchanged items can only be returned for another item or a credit note. Return labels are at the expense of the customer, the new item will ship free.
At this time, international orders are not eligible for exchanges. If you wish to change your size or style, please place a new order and return your original purchase for a refund or gift card in line with our Returns Policy.
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 [email protected] 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 [email protected] 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 [email protected] for any further assistance regarding your return.