Shipping policy

Where we deliver

We deliver across Australia, and to Australia only. Shipping is free on every order, with no minimum spend.

Cost

Free shipping Australia-wide on every order. There is no minimum spend.

What we pay for is the shipping itself: getting the parcel to you. Whether anything else applies is set out under GST and import duties below.

Where your order ships from

Your order is dispatched from our fulfilment warehouse in China and travels directly to your address in Australia. We hold no stock in Australia. That is why transit takes longer than a parcel posted from within the country.

How long it takes

Orders are packed within 1 to 2 working days. Delivery takes a further 4 to 9 working days, with a local courier. That is 5 to 11 working days in total from the moment you order.

Working days are Monday to Friday and exclude public holidays.

Order cut-off time

Our daily order cut-off time is 4:00 PM Sydney time (AEST/AEDT), Monday to Friday. Orders placed after the cut-off time, at a weekend or on a public holiday, are processed from the next working day.

Tracking

You receive a tracking link by e-mail as soon as your parcel is dispatched. The first scan can take up to 24 hours to appear.

Delays and lost parcels

If your parcel has not arrived 15 working days after dispatch, contact us and we will investigate with the courier, then replace or refund the order.

Damaged or incomplete parcels

If your order arrives damaged or with something missing, e-mail info@thekindwardrobe.com as soon as you notice. Please include:

your order number;
clear photos of the packaging, if it is damaged;
a photo of the packing slip, if items are missing;
a short description of the problem.

We then replace the item or refund it in full, whichever you prefer, and you do not pay any postage. If just the outer packaging is damaged and the item itself is undamaged, there is nothing to replace or refund.

Marked as delivered but not received

If tracking shows your parcel as delivered but you do not have it, first check around your property, any delivery spot you have chosen and with your neighbours: couriers sometimes leave parcels there. If it is still missing, e-mail info@thekindwardrobe.com within 7 days of the delivery scan, while the courier can still trace it. We open an investigation with the courier and, if the parcel cannot be found, replace or refund the order.

Wrong address

If an order is returned to us because the address was incomplete, we refund it in full once it arrives back at the warehouse. Because that journey is the outbound one in reverse, allow several weeks for it. Tell us as early as you can if you spot a mistake: before dispatch we can simply correct it, and nothing has to travel twice.

GST and import duties

Prices are in Australian dollars and there is nothing to add at checkout or on delivery: we are not registered for GST in Australia, so no GST is charged, and parcels valued at AUD 1,000 or less are not charged import duty or GST at the border. An order worth more than AUD 1,000 can attract import duty and GST, which are payable by the customer.