FAQ

ABOUT KAS AUSTRALIA

Why shop with KAS?

There are plenty of reasons why you should shop with KAS Australia! We’ve listed a few below...

FAMILY OWNED
We’re proud to be a family owned Australian business. We have designed original bedding and homewares you won’t find anywhere else from our Sydney studio since 1979. We use high quality materials and construction methods that are built to last through the tussles of everyday living; made to be yours.

SPEEDY DELIVERY AND EASY FREE RETURNS
We want you to enjoy your new KAS items as quickly as possible! That’s why we offer FREE express delivery on all orders over $50. Alternatively, try same day delivery in Sydney metro areas.

Need to return? No problem! We offer FREE returns to our Australian customers on full priced products within 30 days of purchase. 

KAS REWARDS
We value our customers and that’s why we offer our KAS rewards program, allowing you to earn $10 for every $100 spent. JOIN NOW to start earning points. 

CUSTOMER SERVICE
Here at KAS we pride ourselves on our high standard of customer service, both pre and post purchase and everything in-between. Whether you’re after styling advice or need help with your order, our customer service team will respond quickly to help you every step of the way. Click here to contact our team. 

PAYMENTS MADE EASY
KAS has teamed up with Zip and Afterpay to give you the opportunity to pay for your purchase with flexible monthly payment plans. 

For your shopping convenience, we also offer Shop Pay and Google Pay.

What is the KAS Philosophy?

The KAS Australia brand ethos embraces three primary values: contemporary and forward-thinking creative, exceptional high quality fabrications, and unashamedly bold colour palettes and prints.

Where are KAS products made?

Designed in-house at our studio in Sydney Australia, our products have been manufactured in numerous locations round the world. To find out the country of origin on any particular piece, you can find this under ‘product details’ on the product page. Alternatively we have this on the care label of each product. 

Who designs KAS products?

Designed in-house at our studio in Sydney Australia, we have a team of talented textile designers and artists that create unique, colourful and bold KAS products and prints season after season.

Each collection draws inspiration from a rich source of influences. Past designs have been inspired by evocative sources such as African tribal art, native flora, Art Deco, classic Baroque and 1960s pop art.

In addition, we also have an exclusive range of ceramics and vases designed by Ben David. You can find this collection here.

GENERAL QUESTIONS

How do I contact KAS Customer Service for feedback or assistance?

If you have any questions about something you read here, or need help shopping online with us, please use the contact us page or call (02) 8035 2248 Monday to Friday between 8.00am and 4pm. 

Does KAS have an outlet or retail shop?

KAS Australia is predominately a wholesale company which supply to many beautiful retail stockists throughout Australia and Worldwide. However we do have our own outlet shop located at 78 O'Riordan St, Alexandria NSW 2015. If you would like to view our products in person outside of this shop, we encourage you to visit one of our stockists by clicking HERE

How can I join or subscribe to the KAS newsletter?

To register, simply fill in your details on this LINK HERE now for our e-newsletter and be the first to hear about special offers, sale events, new product releases and more. Alternatively, you can scroll down to the bottom of our website and enter your email address there.

Tell me about joining/subscribing to KAS Australia?

When you join or subscribe to KAS Australia you agree to be subscribed to the KAS Australia mailing list. You can unsubscribe at any time.

When you join or subscribe to KAS Australia you will be sent a complimentary coupon code for 10% off for your first purchase as a registered customer. This registration coupon code has a limit of one per customer and can only be redeemed once. This coupon is not transferable.

The coupon applies to any purchase and is valid for 1 year from the date of issue. KAS Australia reserves the right to cancel and refund any purchase if the coupon code criteria is not met.

If any item(s) are returned as per the 30 day returns policy and money back guarantee and the total value of the order (after refund) falls below $100, KAS Australia reserves the right to deduct the coupon code value from the refund amount.

PAYMENT

WHAT PAYMENT METHODS ARE ACCEPTED?

We like to give you plenty of payment options! We accept Visa, Mastercard, Amex and Paypal. We also offer Zip and Afterpay as Buy Now, Pay Later options. 

If you have any questions about paying for your order, please get in touch with our Customer Service team.

Can I pay with Zip Pay or Afterpay?

Yes you can. At KAS, we offer both Afterpay and Zip as Buy Now, Pay Later options. 

To find out more information about how to pay with AfterPay, click here.

To find out more information about how to pay with Zip, click here.

Can I pay using multiple cards?

When going through the checkout, only one payment method is accepted. We are unable to accept multiple credit cards or payment options. 

However, please note that if you have a KAS gift voucher, you will be able to use this in conjunction with any other payment method to complete your purchase. Simply add your gift voucher number into the gift voucher box on the final checkout page and this will apply.

HOW DO I KNOW IF MY PAYMENT WAS SUCCESSFUL?

After selecting ‘pay now’ on the final checkout page, you will be taken immediately to a confirmation page. If you do not see this straight away, please ensure you wait up to 60 seconds and do not close or refresh this tab until you see ‘thank you, your order has been placed’.

You will also receive a confirmation email within a couple of minutes of placing your order. It is important to check your junk folder as this email may have ended up there. 

If you have any trouble receiving your order confirmation email, please do not hesitate to get in touch with our Customer Service team. 

I ENTERED THE WRONG BILLING ADDRESS, WHAT DO I DO?

Not to worry, shoot us an email and we will make the correction on the back end. This should not hold up your delivery. However it must be within a reasonable time-frame after you place the order.

IS IT SAFE TO PAY USING A CREDIT CARD ON THE KAS WEBSITE?

The KAS website uses SSL Encryption and all payments are processed by the Shopify SSL payment system which uses the highest secure connection preventing certain kinds of network attacks, which helps ensure the safety of your information and all of our customers' information. This means it adheres to the highest security standards set by Visa and MasterCard. We also use a PayPal third party payment system which guarantees that customer and credit card data is secured by military grade software and encrypted by Ingrain devices to offer the highest level of protection possible.

WHAT SHOULD I DO IF MY CREDIT CARD HAS BEEN DECLINED?

Try going through the same checkout process twice, and if your credit card still has been declined and not going through, it's best to talk to your local bank.

How will I be charged?

As we are an Australian company, all payments will be processed in AUD.

If you are an international customer, our products should be displayed in your currency. Please note, you will be charged in AUD and this will be converted to your currency in real time, depending on the exchange rates at the time of purchase. 

MY ACCOUNT

How do I make a KAS account?

To create a KAS account, go HERE. You will then be taken to a screen that allows you to either log in to your KAS account or sign up as a new member. 

If you are already in the checkout, you can still create an account from here if you wish. In the contact information section of the checkout, there is an option to ‘log in’ at the top. Simply click on this and you will be prompted to either log into an existing account or to create an account.

DO I NEED AN ACCOUNT TO PLACE AN ORDER?

YES, you will need an account to place an online order. The reason for creating an account is you will be able to shop faster + manage and track your orders + receive exclusive email offers and previews to our latest ranges.

WHAT CAN I DO IF I FORGET MY PASSWORD?

If you've forgotten your password, please go to LOGIN and click 'Forgot your password'. You will then receive an email to reset your password in your email inbox. 

I can’t log into my account, what do I do?

In order to check out on our website, you only need to enter your email address and your contact number. In order to see previous orders, you can create an account here and login. Please shoot us an email at online@kasaustralia.com.au if you have any difficulty logging in and we will help you out!

ORDERS

I can’t check out, how can I place my order?

Placing an order couldn't be easier, simply follow these steps.

Step 1
Click 'add to cart’' to place the item you want to buy in your bag. 
Step 2
Once you have finished shopping, click on the cart icon in the top right corner to view the items in your cart and to pay. If you're happy with the items in your cart, click 'Checkout'.
Step 3
Enter your email address and password or if you're a new customer, register now.
Step 4
You will then be asked to fill your shipping and billing address details before selecting ‘continue to shipping’.
Step 5
Select your preferred shipping method and ‘continue to payment’
Step 6
Apply your promo/student code or voucher if you have one in the below field.
Step 7
Confirm your payment method.
Step 8
Click 'Pay now'.
An email confirmation will be sent to your registered email address to let you know your order details. It's worth checking KAS is marked as a safe sender in your email account or checking your junk mail as our emails may be routed there automatically.

If our site is not currently working properly or if buying via the site is just not your thing, please feel free to give us a call and we will gladly put your order through over the phone at (02) 8035 2248

HOW DO I KNOW WHAT SIZE I NEED?

KAS sells multiple sizes therefore we will need you to refer to our individual product size guideline which is located HERE

CAN I ADD OR REMOVE ITEMS FROM MY ORDER ONCE I HAVE COMPLETED THE ORDER?

Unfortunately, once you place your order online you are unable to add or delete items from your order. However, you can create a new order or please use the contact us form or call (02) 8035 2248 from Monday to Friday between 8.00am and 4pm and we will assist wherever possible.

GIFT CARDS

Do KAS sell gift cards online?

Absolutely! You can buy gift cards online here:
https://www.kasaustralia.com.au/products/gift-card

How do I redeem a KAS gift card?

After getting to the final stages of the checkout, there will be a box on the left hand side labeled ‘gift card or discount code’. Enter your gift card number into this box and select ‘apply’.

How do I send someone a KAS gift card?

KAS gift cards are sent virtually. After entering your email address to place the order, the gift card will be sent to your inbox. Simply print this out and give as the perfect gift!

How do I receive my gift card after purchasing?

To place an order on KAS, you will need to sign up using your email address. After checking out with your KAS gift voucher, this will be sent to your inbox within a couple of minutes.

Can I use a gift card and a discount code at the same time?

At this time, gift cards cannot be used in conjunction with discount codes. If you are trying to use both towards your purchase, please contact our customer service team and we will be happy to assist you with placing your order. 

How long are gift cards valid for?

KAS gift cards are valid for 12 months. 

SHIPPING AND DELIVERY

Will my order be delayed because of COVID-19?

Due to the increased demand arising from the COVID-19 disruption, we are forecasting that orders may be delayed by at least 3-7 days. We are working closely with our courier partners to minimise delays, delivering your order as safely and quickly as possible. 

For the safety of you and our Australia Post and Star track drivers, we have introduced contact-free delivery. Drivers will drop off your order on your doorstep, lobby or another area designated by you to avoid any unnecessary contact. The warehouse is currently receiving a hospital grade clean twice a day and the team are having their temperature checked before every shift to manage everybody's safety.

If you have yet to receive your order 15 business days after the expected delivery date, please contact our team at online@kasaustralia.com.au and we will open up an investigation with AusPost.

HOW MUCH IS DELIVERY?

We offer FREE shipping when you spend $50 or more within Australia. 

A flat rate delivery fee of $10 including GST is charged on orders under $50 within Australia. 

Same day delivery option is also available to Sydney customers only for a fee of $20. Cut off order time for this is 11am.

*Please be aware that orders placed during sale periods or product launches are expected to have a delayed processing time*

HOW LONG WILL DELIVERY TAKE AFTER DISPATCH?

Deliveries to major cities include; Sydney, Brisbane, Canberra, Melbourne, Adelaide and Tasmania usually arrives within 1-3 working days. 

Other cities and locations will usually arrive within 2-5 working days. 

More remote interstate locations within Australia may experience a longer delivery timeframe. For more information on delivery timeframes please visit the Australia Post website. Delivery times are provided as a guide only and do not take into account possible delay caused by payment authorisation or reliance on external freight services. We cannot be held responsible for any delay in delivery.

**Please note that due to the increased demand arising from the COVID-19 disruption, we are forecasting that orders may be delayed by at least 3-7 days.

WHEN WILL MY ORDER BE DISPATCHED?

Orders are processed at our warehouse in Sydney, Monday through Friday (excluding public holidays). 

We aim for every order to be on its way as quickly as possible - typically, orders are processed and dispatched within 1 business day of your order being placed. However, during heavy sales periods processing may take up to 3 working days. 

Processing times are provided as a guide only. They are not guaranteed dispatch times and should not be relied upon as such. If we cannot source any of the items in your order, we will notify you via email or phone to confirm how you would like to proceed. We cannot be held responsible if our products are not available at a given point in time.

HOW DO I TRACK THE PROGRESS OF MY DELIVERY?

Once your order is packed and leaves our warehouse you will receive an email with a tracking number to track your parcel with our Shippit courier system. 

If you are not home at the time of delivery you will be left a card and your parcel will be taken to your local Australia Post or Couriers Please depot

DO YOU SHIP INTERNATIONALLY?

Yes, international shipping is now available at KAS.

Parcels are sent via DHL Standard Post and can take 1-3 weeks for delivery depending on your location. 

Shipping costs will be generated at the final stages of the checkout based on your location. 

Here is a list of all the countries that KAS Australia ships to. 

New Zealand, United Kingdom, Canada, United States, Indonesia, Japan, Malaysia, Philippines, Singapore, Thailand, Vietnam, Austria, Belgium, Croatia, Denmark, France, Germany, Greece, Ireland, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, South Africa, Argentina, Brazil, Chile, Colombia, Peru, Uruguay, Venezuela, Mexico.

Please note, you may be required to pay customs duties and import taxes as the parcel reaches your destination country. It is up to the receiver to pay these fees and KAS Australia cannot be held responsible. KAS Australia is unable to refund duties and taxes for international orders that are returned. Should you require further information regarding duties and taxes please contact your local customs office.

DOES KAS SHIP TO MULTIPLE ADDRESSES?

Unfortunately we are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.

Help! My Auspost tracking update is not updating?

Please allow up to 24 hours for your tracking information to start updating after your order has been dispatched and you have received your shipping confirmation email. 

If after 24 hours, there is still no further tracking updates on your parcel, please get in touch with our customer service team at online@kasaustralia.com.au.

CAN MY ITEM BE DELIVERED TO A PO BOX?

Yes, orders can be delivered to PO Boxes, however only Australia Post will do this. So please make sure you add into your checkout NOTES that you need it delivered into a PO BOX address so we can send your delivery via Australia Post.

International customers please note that your orders will be sent via via DHL Standard Post and unfortunately cannot be delivered to PO Box addresses.

DOES SOMEONE NEED TO BE HOME TO ACCEPT DELIVERY?

For Australia Post parcels, you DO NOT need to be home at the time of delivery. If you are not home, a card will be left in your mailbox to collect your parcel from your local post office. Alternatively if you have opted for Safe Drop, your parcel may be left at your chosen address provided it is safe to do so. For more on Australia Post deliveries, you can read more HERE.

For International deliveries sent via DHL Standard Post, you are required to be home and sign for your parcel. If you are not home, DHL may leave a card in your mailbox and communicate another attempt at delivery within the next couple of days. 

RETURNS & EXCHANGES

WHAT IS THE KAS RETURN POLICY?

Items purchased from KAS AUSTRALIA are eligible for a full refund if returned within 30 days of purchase. You will have up to 30 days after items have been purchased to exchange for anything else on the website. KAS refunds DO NOT include freight costs and will only be the cost of the products sold.

All SALE items on the website are not eligible for a refund. However they are eligible for an exchange to another item online.

What is the KAS exchange policy?

Exchanges for different colours or sizes are quick and easy. We will gladly accept exchanges within 30 days of purchase, and return shipping is always on us for domestic orders. Simply head over to here and fill out a request. As soon as we receive your items, we'll ship out your new ones!

How do I return or exchange my item?

Good news - returns from Australia are now FREE! To return an item to KAS please:

You are required to provide an order number before you can print the Australia Post return label. Please use the same order number you receive on confirmation email. For example "1122". DO NOT include any letters in your Australia post form or it will not accept your return parcel.

Go to this link here and fill in your details to generate a FREE return label. The return label will be available to download and print on the next screen, and a copy will also be sent to your email address.

Complete the 'Returns Authorisation' form enclosed with your order and pack with the products and invoice securely for return. Pack your item(s) and invoice into a bag or box (ideally the original delivery box).

Attach the return label to the box, and drop off at any Australia Post location. The package should be addressed to:

KAS Australia

78 O'Riordan Street

Alexandria, NSW 2015

(02) 9317 5700

The tracking number on your label will allow you to track your package until it arrives to KAS Australia. Returns are generally processed between 7-10 business days from receipt, and you will receive an email confirmation once your return has been processed.

We will send confirmation via email once your return or exchange is received and processed. Refunds will be issued via the same form of payment originally used for the purchase.

Our returns policy is in addition to your rights under the Australian Consumer Law.

Click here for more information.

I’m overseas, how do I return my item?

If you are an international customer and need to lodge your return, please get in touch with our customer service team at online@kasaustralia.com.au and we will provide you with instructions. 

Please note that we do not offer free returns for international customers and it is up to the responsibility of the customer to bear this cost.

I only want to return part of my bulk order, can I do that?

Yes of course! On the Australia Post returns authorisation form you will be asked to enter what items you are returning. You can then select if you wish to return these for a refund or exchange. Once your return arrives back at our warehouse, we will immediately process your return accordingly. 

Please keep in mind that SALE items are eligible to return for an exchange only and we are unable to provide refunds for these discounted items.

STOCKISTS AND WHOLESALERS

Where is my closest KAS distributor?

KAS Australia is predominately a wholesale company which supply to many beautiful retail stockists throughout Australia and Worldwide. To find your nearest KAS stockist, simply click the link HERE.

How do I become a KAS distributor?

At KAS we welcome stockists from around Australia to join our company, so if you are interested in carrying our range in your store, please contact us here

For more information on becoming a KAS distributor, please feel free to view our trade section here.

WARRANTY

ARE KAS PRODUCTS BACKED BY A WARRANTY?

Yes, all KAS products are backed by a 12 month comprehensive warranty.

WHAT ARE YOUR WARRANTY TERMS AND CONDITIONS?

KAS 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.

KAS warrants all goods for a period of 12 months under normal usage, to be free from defects in material and workmanship. KAS liability under this warranty is to repair or replace (at its discretion) any part or product covered by this (or any implied) warranty free of charge.

This warranty does not cover:
· Normal wear and tear
· Damage arising from abnormal use, or abuse
· Products which have not been maintained, or which have been modified
· Any indirect or consequential loss


This warranty applies only to the original purchase. Proof of purchase is required. All works carried out by a party under instructions KAS will be covered by the 12 month warranty on workmanship and repair. If the workmanship of the repair is deemed by KAS to be faulty a new item will be provided. All other warranties express or implied, are excluded.

WHAT DO I DO IF I HAVE A PROBLEM?

KAS Australia is committed to the excellence of our products and providing superior customer service. Our customer service team is available to help you with any queries after your purchase. Most issues are resolved within 24 business hours. contact us at online@kasaustralia.com.au if you require any assistance with your product after purchase.

ANY OTHER QUESTIONS WE HAVEN’T ANSWERED?

For all further enquiries about online purchases, orders and delivery, please contact our customer service team via email at online@kasaustralia.com.au or by phone at (02) 8035 2248 from 8am to 4pm (5 days a week)