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Help & FAQ



Returns

How do I return my order?

To view our Return Policy please click here.
If you're ready to submit for your return, please visit our returns portal here.

Do you do exchanges?

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. Please note Kivari unfortunately does not cover the cost of the return shipping.

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 our Sydney warehouse to track its whereabouts. Once your return has been processed you will receive an email update. Unfortunately we do not cover the postage costs for returns to be sent back to our warehouse.

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 Credit (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.

Shipping

Where will my order be shipped from?

Our warehouse is located in Brookvale, Sydney Australia. 

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

Orders placed after 4pm (PST) are processed within one business day of being placed and are dispatched within one business day. Orders placed on Friday and Saturdays will be processed the next 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 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.

Which courier will deliver the order?

It depends on the delivery area and the type of shipment. When the order leaves our warehouse, we’ll send you an email with the courier’s information. Our international orders are dispatched by express DHL service.

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.

Orders

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 promotional 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/faulty order?

If you believe you have received the incorrect item or an item with a fault, please contact our friendly customer care team at customercare@kivari.com.au with an image of the garment and fault along with your order number. 

International duties and taxes charges:

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. 

Refusing 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.

Digital gift cards:

Digital gift cards purchased online are sent to the email address provided on the order as a digital gift card. Digital gift cards cannot be redeemed for cash and cannot be returned or cancelled.

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

 

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