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SHIPPING | RETURNS POLICY
Returns
RETURNS POLICY
RETURNS POLICY
Returns Policy
We value each of our customers and want you to be happy with your purchase. Please read the below to ensure your item/s meets our return conditions.
Please note, returns will need to be sent back to our warehouse, located in Freshwater, Australia.
We also cannot accept returns from other stores that stock KIVARI, you will need to return your item to the store you purchased your order from.
Please allow 3-5 business days for your refund to be processed once the return has been recieved by the warehouse
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 for a refund or store credit (unless they are marked FINAL SALE or otherwise specified under our conditions below).
- Duties, taxes and any customs and import fees from the original order are non-refundable.
- The item is not subject to the exclusions listed below.
It's easy to lodge a return. Please visit our returns portal here.
USA
Once your return has been submitted, you’ll receive a return label to print and use to send your item/s. The label postage fee is a flat rate of $25 USD and will be automatically deducted from your refund.
Please note, we are unable to refund or credit the cost of shipping.
ALL OTHER REGIONS
At this time, return labels fees are at the cost of the customer.
RETURNS POLICY
FULL PRICE ITEMS
Items purchased online at full price are eligible for a refund or store credit when returned within 14 days of fulfillment.
USA
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.
ALL OTHER REGIONS
Please note, we are unable to refund or credit the cost of shipping.
PROMOTIONS & FINAL 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 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.
JEWELRY
All purchases on jewelry are final. Due to hygiene reasons, we will not accept returns for jewelry unless deemed faulty by our team.
SALE ITEMS
Items that have been purchased from our SALE category online or instore are FINAL SALE and are not eligible for a return, exchange or store credit.
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 Australia 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 and so there is no additional fees when your parcel arrives to you.
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 DIGITAL GIFT CARD?
Digital gift cards are not eligible to be returned. Returns processed by the payment method of a digital gift card will be re-issued into the same payment method.
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 Australia 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 are necessary so there are no additional fees when your parcel arrives to you and to ensure your order is released 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 DIGITAL GIFT CARD?
Digital gift cards are not eligible to be returned. Returns processed by the payment method of a digital gift card will be re-issued into the same payment method.