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Returns
RETURNS PORTAL
ONLINE RETURNS
Start your return
Returning your item online is easy – simply follow the steps below and return to our Australia warehouse.
To lodge a return, visit our Returns Portal here.
Please note, items purchased from a KIVARI stockist must also be returned to the stockist they were originally purchased from, including faulty items.
STEP ONE
Ensure the conditions listed in our returns policy has been met.
STEP TWO
Fill in our returns form including the return type, quantity of items you are returning and return reason. You will receive an email with your Return Authorisation Number (RA #) and our return address in Australia.
STEP THREE
Purchase your return label, place item in parcel, label your parcel with name and RA number, and post back to our KIVARI HQ, located in Freshwater, Australia.
STEP FOUR
Once your item has been received and processed by our team you will receive email notification of your e-boutique credit or refund. Please allow 5-7 business days for your return to be processed.
STEP ONE
Ensure the conditions listed in our returns policy has been met.
STEP TWO
Fill in our returns form including the return type, quantity of items you are returning and return reason. You will receive an email with your Return Authorisation Number (RA #) and our return address in Australia.
STEP THREE
Purchase your return label, place item in parcel, label your parcel with name and RA number, and post back to our KIVARI HQ, located in Freshwater, Australia.
STEP FOUR
Once your item has been received and processed by our team you will receive email notification of your e-boutique credit or refund. Please allow 5-7 business days for your return to be processed.
STEP ONE
Ensure the conditions listed in our returns policy has been met.
STEP TWO
Fill in our returns form including the return type, quantity of items you are returning and return reason. You will receive an email with your Return Authorisation Number (RA #) and our return address in Australia.
STEP THREE
Purchase your return label, place item in parcel, label your parcel with name and RA number, and post back to our KIVARI HQ, located in Freshwater, Australia.
STEP FOUR
Once your item has been received and processed by our team you will receive email notification of your e-boutique credit or refund. Please allow 5-7 business days for your return to be processed.
RETURN CONDITIONS
We accept returns from date of purchase with the following conditions:
14 days from purchase.
Customers have 14 days, from the day they purchased their order, to submit a return and return their items to our KIVARI warehouse located in Freshwater, Australia. Your returned order must arrive at our KIVARI warehouse no later than 14 days after your delivery date to qualify for a refund. For this reason, we recommend that you send your return back to us within 7 days of your delivery date to ensure that it arrives in time.
15-30 days from purchase.
Any full price item received in KIVARI warehouse in Freshwater, Australia after 14 days from date or purchase, will only be eligible to receive a KIVARI Credit Note. Any orders returned after 30 days from date of purchase will not be eligible for a refund or KIVARI Store Credit and will be returned to the sender.
All items are inspected by our quality control team before returns are processed. If returns do not meet the inspection and/or meet the returns conditions they will be rejected and sent back to you.
Need help? Please contact our KIVARI customer care team at customercare@kivari.com.au and we will get back to you as soon as possible.
FAQS
WHAT IS THE RETURNS PROCESS AND WHEN WILL I RECEIVE A REFUND?
Please note, returns will need to be sent back to our warehouse, located in Freshwater, Australia.
Your item must be sent within 7 days of submitting your return. 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.
Refunds will be processed through your original payment method and you will receive notification once this has been completed. Your bank may take 3-5 business days to process your refund once we’ve received and processed the return.
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 Freshwater, Australia 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 EXCHANGES?
Unfortunately at this time we do not offer an exchange service. If your item is full priced, you can place an order for the size you need and submit your return so you do not miss out on the size you are after.
I HAVE A FAULT WITH MY ITEM. WHAT DO I DO?
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 your 14 day return period, please email your order number, images of the fault and a short description to our friendly customer care team, customercare@kivari.com.au.
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.
If you received a faulty item, KIVARI will cover the cost of the return postage.
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. Please ensure you review your order before completing checkout. If you have incorrectly placed an order, please refer to our Returns Policy.
DO I HAVE TO PAY INTERNATIONAL DUTIES AND TAXES?
Please note that international orders outside of the AU are sent Delivery Duty Paid (DDP). Duties and taxes are charged at checkout, 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.
HOW DO I CANCEL OR MODIFY MY ORDER?
If you refuse a shipment from KIVARI, 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
CAN I GET A REFUND ON AFTERPAY?
If you have made an order online using Afterpay, you are eligible for a full refund (given the items you have purchased are full price), 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.
WHAT IS THE RETURNS PROCESS AND WHEN WILL I RECEIVE A REFUND?
Please note, returns will need to be sent back to our warehouse, located in Freshwater, Australia.
Your item must be sent within 7 days of submitting your return. 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.
Refunds will be processed through your original payment method and you will receive notification once this has been completed. Your bank may take 3-5 business days to process your refund once we’ve received and processed the return.
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 Freshwater, Australia 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.
HOW DO I CANCEL OR MODIFY 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. Please ensure you review your order before completing checkout. If you have incorrectly placed an order, please refer to our Returns Policy.
DO YOU OFFER EXCHANGES?
Unfortunately at this time we do not offer an exchange service. If your item is full priced, you can place an order for the size you need and submit your return so you do not miss out on the size you are after.
I HAVE A FAULT WITH MY ITEM. WHAT DO I DO?
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 your 14 day return period, please email your order number, images of the fault and a short description to our friendly customer care team, customercare@kivari.com.au.
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.
If you received a faulty item, KIVARI will cover the cost of the return postage.
DO I HAVE TO PAY INTERNATIONAL DUTIES AND TAXES?
Please note that international orders outside of the AU are sent Delivery Duty Paid (DDP). Duties and taxes are charged at checkout, 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.
WHAT HAPPENS IF I REFUSE A SHIPMENT?
If you refuse a shipment from KIVARI, 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
CAN I GET A REFUND ON AFTERPAY?
If you have made an order online using Afterpay, you are eligible for a full refund (given the items you have purchased are full price), 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.