Shipping & Returns
SHIPPING
Shipping Fees & Dispatch
We endeavour to dispatch orders from our warehouse within 1–2 business days. During public holidays, promotional periods and sales, dispatch may take slightly longer.
Orders are processed and shipped on business days only (Monday to Friday, excluding public holidays).
Once your order has been dispatched, you will receive a shipping confirmation email with your tracking number.
In the unlikely event that an item becomes unavailable after your order has been placed, we will contact you as soon as possible to arrange an appropriate alternative or refund.
Australian Orders
Australian orders are shipped via Australia Post Standard.
- Standard shipping: AUD $9 for orders under $100.
- FREE standard shipping: Orders of AUD $100 or more.
- Once dispatched, estimated delivery is 3–7 business days for QLD, VIC and NSW and 7–10 business days for SA, WA, TAS, NT and ACT.
Delivery times are estimates only and may be affected by circumstances outside our reasonable control, including Australia Post delays, public holidays, severe weather and other delivery disruptions.
New Zealand Orders
New Zealand orders are shipped via Australia Post International Standard.
- Standard shipping: AUD $25 for orders under AUD $120.
- FREE standard shipping: Orders of AUD $120 or more.
Estimated delivery times will depend on Australia Post's international delivery network, customs processing and the destination within New Zealand.
International delivery times are estimates only and may be affected by circumstances outside our reasonable control.
New Zealand Customs, Duties & Taxes
Orders shipped to New Zealand may be subject to GST, customs duties, import charges or other taxes imposed by New Zealand authorities.
Any customs duties, taxes or import charges payable upon import are the responsibility of the recipient and are not included in the product price or shipping charge paid to Kus & Co®.
Kus & Co® is not responsible for customs duties, taxes or import charges imposed by New Zealand authorities.
If an order cannot be delivered because the recipient refuses or fails to pay an applicable customs duty, tax or import charge, any refund or reshipping arrangement will be determined after the parcel has been returned to us. Additional shipping, return or handling costs reasonably incurred may be deducted where permitted by law.
Currency & Australian GST
All prices on our website are displayed in Australian dollars (AUD).
Australian orders include GST where applicable.
Orders shipped outside Australia do not include Australian GST.
DELIVERY
Delivery Addresses
Please ensure your delivery address, postcode and contact details are complete and correct before submitting your order.
If you notice an error after placing your order, please contact info@kusandco.com.au as soon as possible.
As order processing and shipping labels are automated, we cannot guarantee that an address can be changed once an order has entered processing, but we will do our best to assist before dispatch.
Customers are responsible for ensuring the delivery information provided at checkout is complete and correct.
If an order is returned to us because an incorrect or incomplete delivery address was provided, failure to collect the parcel, or another circumstance attributable to the recipient, additional postage and handling charges may apply before the order is resent.
If delivery is to a business or office building, we recommend including the business or company name in your delivery address.
Australia Post Delivery
Delivery will be made in accordance with Australia Post's applicable delivery procedures.
Where eligible, parcels may be left in a safe location or redirected to a local Post Office or collection point. Australia Post may provide delivery or collection notifications by card, email or SMS.
Additional delivery options may be available through Australia Post tracking or MyPost.
We recommend providing a delivery address where your parcel can be safely received.
Redirection of Parcels
We are unable to redirect orders once they have been dispatched.
Depending on the parcel and delivery service, Australia Post may provide eligible customers with delivery-management or redirection options through its tracking service or MyPost. Any such arrangements are between the recipient and Australia Post and are subject to Australia Post's applicable terms and availability.
PROBLEMS WITH DELIVERY
Delayed or Lost Parcels
If your order has not arrived within the estimated delivery timeframe, please first check your tracking information and any delivery or collection notifications from Australia Post.
If your parcel appears to be significantly delayed or lost, please contact info@kusandco.com.au with your name and order number and we will assist with an investigation.
Delivery delays can occasionally occur for reasons outside our reasonable control. We will work with you and the delivery provider to resolve delivery issues as promptly as reasonably possible.
Where an order is confirmed as lost in transit, we will provide an appropriate remedy in accordance with applicable consumer law.
Damaged Parcels or Products
Please check your order as soon as reasonably possible after delivery.
If the parcel or its contents have been damaged in transit, please take clear photographs of the parcel, packaging and affected product(s) and email info@kusandco.com.au with:
- your full name;
- your order number;
- a description of the damage; and
- clear photographs showing the parcel, packaging and affected product(s).
We ask that delivery damage be reported as soon as reasonably possible after delivery (ideally within 48 hours) so that we can investigate promptly.
This requested timeframe does not limit any rights you may have under the Australian Consumer Law.
We will review your information and advise you of the next steps, generally within 2 business days of receiving your email.
Where a product has been damaged in transit, we will provide a remedy in accordance with your rights under the Australian Consumer Law.
Australian Consumer Law
Our shipping and delivery terms do not exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law.
RETURNS & REFUNDS
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or replaces these rights. The sections below explain how we handle returns in practice and describe additional goodwill options we offer on top of your legal rights.
Faulty, Damaged or Incorrect Items
If an item is faulty, damaged on arrival, or not what you ordered, we will provide a remedy in accordance with the Australian Consumer Law.
Please do not return goods without emailing us and following the “How to Request a Return” process:
How to Request a Return:
1. Contact us.
Email info@kusandco.com.au with your order number, a description of the issue, and any supporting photos. Our team will review your request and confirm the next steps.
2. Return your item(s).
If a return is required, we will provide return instructions. Items can be returned to PO Box 703, Edge Hill QLD 4870, Australia.
3. Assessment.
Once we receive your item(s), we will inspect them and notify you by email of the outcome.
4. Processing.
Following assessment, if the item is found to be entitled to a remedy under the Australian Consumer Law, we will provide the applicable remedy. Where a refund or replacement is applicable, we will process it within 7 business days. Refunds will be issued to the original payment method unless otherwise agreed.
Return postage for faulty, damaged or incorrect items: Where an item is confirmed to be faulty, damaged in delivery, or incorrectly supplied, we will cover or reimburse your reasonable return postage costs. We recommend using a trackable service and keeping your receipt so we can reimburse you.
Change of Mind
We do not offer refunds, returns or exchanges for change of mind. This includes situations where you have simply decided you no longer want the product, ordered the wrong item, or changed your preference.
This does not affect your rights under the Australian Consumer Law.
Exclusions & Limitations
The following limitations apply to our returns handling. They do not limit any rights or remedies available to you under the Australian Consumer Law.
• Products purchased from an authorised third-party retailer or stockist should generally be returned to the retailer from which they were purchased, as the retailer is responsible for handling remedies available against the supplier under the Australian Consumer Law. Nothing in this policy limits any rights you may also have against us as the manufacturer under the Australian Consumer Law.
• We do not accept change-of-mind returns for free gifts or promotional products. This does not limit any rights or remedies available under the Australian Consumer Law.
• For undelivered or returned-to-sender orders resulting from an incorrect delivery address, failure to collect the parcel, or other circumstances outside our control, additional postage and handling charges may apply before the order is resent.
• A consumer guarantee remedy may not apply where the problem was caused by misuse, improper use, alteration or damage occurring after the product was supplied.
Incorrect Items Received
If you have received the wrong item, please take a clear photo of the order as it arrived and email info@kusandco.com.au. Our team will guide you through the process to ensure the correct product is sent to you promptly, at no additional cost to you.