COVID-19 SHIPPING DELAYS
HELP! My AusPost Tracking update is not updating!
Please expect some postponements in updates on your tracking, as many other customers are also experiencing. Get in touch with us only if there has been no new updates after 2 weeks have passed since you first received the tracking email
Its been two weeks and I haven't receied my order!
We do sincerly apologise about this and, we know it's longer than usual. But based on our updated shipping policy, we expect orders during this time to be delivered within 5-15* business days!
My order hasn't arrived, and it has been over 15 business days since dispatch!
We understand how frustrating a late delivery can be, but we have no control unfortunately over Australia Post operations, and there is nothing we can do to speed it up. Please bear with us as we navigate safetly through this time, and know that Australia Post is working as hard and fast as they can to get your KAS Products safely to your door. If you have yet to receive your order a week after the expected delivery date, please contact our team at firstname.lastname@example.org , and we will open up an investigation with AusPost.
** Our Estimates of delivery timeframe can change without notice**
How can I contact customer service and get help?
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 to sign up to our e-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. Also you can scroll down to the bottom of our website and enter your email address.
JOINING & SUBSCRIBING TO KAS AUSTRALIA
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.
CAN I USE A GIFT CARD FROM AMEX OR VISA IN ADDITION TO MY CREDIT CARD?
At this time, our system can only accept one form of payment at a time. If you have any further questions, please don't hesitate to drop us a line at email@example.com
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.
I CAN'T CHECK OUT. HOW CAN I PLACE MY ORDER?
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
I CAN'T LOG INTO MY ACCOUNT?
HOW DO I KNOW IF MY PAYMENT WAS SUCCESSFUL?
If your order is successful, you will be taken immediately to a confirmation page. You will also receive a confirmation email from us, provided your email address is accurate.
WHAT PAYMENT METHODS ARE ACCEPTED?
We accept Amex, Visa, Mastercard and Paypal.
IS IT SAFE TO MAKE CREDIT CARD PAYMENTS ON YOUR 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.
CAN I BUY GIFT CARDS ONLINE?
Absolutely you can yes, you can buy gift cards online at: https://www.kasaustralia.com.au/products/gift-card
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
AM I ABLE TO ADD OR DELETE 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.
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.
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'.
HOW MUCH IS DELIVERY?
Delivery is a $15.00 flat rate for Australia wide if orders are under $100
FREE Shipping applies to all orders over $100 Australia wide.
KAS also offer (same day) delivery to all Sydney (Metropolitan areas) for a fee of $25, however cut off for the order is 11am and next day delivery service for a fee of $20 Flat fee with a cut off time of 1pm.
HOW LONG WILL DELIVERY TAKE AFTER DISPATCH?
Standard delivery times expected are:
· Melbourne - Approximately 1-3 business days
· Sydney, Adelaide - Approximately 1-3 business days
· Brisbane, Perth - Approximately 3-6 business days
All areas outside these metro locations please allow up to 7-10 business days. Please note these time frames are estimates and all our courier companies will endeavour to meet these estimates at all times.
If you do opt in for next day delivery service for $20.00 you will receive your order within 24 hours.
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.
WHEN WILL MY ORDER BE DISPATCHED?
Dispatches occur Monday to Friday excluding public holidays.
DO YOU SHIP INTERNATIONALLY?
We are an Australian business and only ship within Australia at this stage. However we exploring options with DHL and UPS to do international shopping to USA, NZ & Europe.
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.
DOES SOMEONE NEED TO BE HOME TO ACCEPT DELIVERY?
No, our courier companies including Australia Post, if nobody is home will now leave calling cards or pickup cards from your nearest depot. However in saying this for security purposes and convenience it is recommended having your order delivered to your work address if you are unable to be home during business hours.
HOW DO I TRACK THE PROGRESS OF MY DELIVERY?
By close of business on the day your order has been dispatched, you will receive an email from us with full tracking details and information so that you can monitor your order online.
RETURNS & EXCHANGES
HOW DO I INITIATE A RETURN OR EXCHANGE?
Head over to our returns page and submit a request form. A Customer Experience Specialist will get back to you in 1-2 business days.
Please note: that we are not able to process returns or exchanges for items listed as SALE unless there is a fault in the product. However you can exchange for a SALE item to another item if requested.
WHAT IS YOUR 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!
WHAT IS YOUR RETURN POLICY?
We stand behind the quality of our products and are confident you will love the feel of your new KAS products. Our return policy varies from collection to collection and details are as follows:
If you are unhappy with your purchase for any reason we will gladly accept returns or exchanges within 30 days of purchase. Exchanges are always free, and returns will be refunded in the original method of payment.
I WANT TO RETURN ONLY PART OF MY BULK ORDER. CAN I DO THAT?
Absolutely! Keep in mind that you'll only be receiving a partial refund for the items you return. The reason for this is that only some of your multiple items may of been on discount and a separate price to other items that a brand new.
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 firstname.lastname@example.org 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 email@example.com or by phone at (02) 8035 2248 from 8am to 4pm (5 days a week)