Technical Support

Having issues with our Website, below is a list of items that may help you. If you experiencing further issues, please contact KAS Customer support HERE

WEB BROWSER SUPPORT

Our KAS Web Development team are committed to being ahead of the game. Our teams make use of the newest technologies to improve your experience. Modern, up-to-date browsers allow you to take full advantage of this as well as providing improved security and performance.

Using a deprecated browser will result in a sub-optimal experience where some features may not work as intended.

You can download the latest version of your preferred browser using the links below.

1.) Google Chrome

2.) Microsoft Edge

3.) Mozilla Firefox

4.) Safari

IM HAVING ISSUES AT CHECKOUT

We are sorry to hear you are having issues checking out with us!

In most circumstances, simply switching to a different device or browser should fix most issues.

Having issues paying via Card?
What we would recommend to do is to try and check out as a guest on PayPal using your card. Please note if you would like to take this option, you will not be required to create a PayPal account. Once the PayPal portal opens, underneath the login section, there will be a button to pay via card.

Having issues paying via Gift Card Voucher?
When using a KAS gift card on our website, you just need to enter the Gift Card number provided in your confirmation email within the code section at checkout. Please note, Gift Cards that have been purchased in our physical retail store, can not be used online and can only be used in-store.

Promo Code not working?
If your order is not being discounted when entering a promotional code, ensure you read through the promotional T&Cs. To view the full list of T&Cs, click on the Terms & Conditions link at the top right hand corner of our website. 

If you are still having troubles, please reach out to our team via Live Chat from 8am to 4pm Monday-Friday or email or call us at (02) 9317 5700 and they'd be happy to assist

I'm having trouble signing into my account

You must sign into your account before you can shop with us or if you want to see or track your orders.

If you receive a message that says your email address/password isn't recognised, there are a few things worth checking.

1.) Make sure you are using the same email address and password you registered with.

2.) If you can't remember your password, click on the'forgotten password'link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.

3.) If you enter your email address and/or password incorrectly three times, your account will belocked for 30 minutes.

If your issue isn't password-related, here are a few things you may want to check:

1.) Make sure that the 'Block all cookies' function is disabled in your browser's settings

2.) Check that Javascript is enabled in your browser's settings.

3.) Make sure that you don't have any content blockers installed.

4.) Make sure that your device clock is accurate. For security reasons, if your device clock is fast, you won't be able to access your account. You can resolve this problem easily by setting the time on your device to default.

 

If, after this, you still can't sign in, contact our Customer Service Team and give them as much detail as you can about the issue, including screen shots of any error message you receive and what you've done so far to try to resolve the issue at hand.

TROUBLE ACCESSING OUR WEBSITE?

We suggest that you try the following:

1. Delete your cookies

You may need to delete your cookies. A cookie is a small file we store on your computer to let us know who you are next time you visit us (for more information about cookies, click here).

Please note that if you have added items to your bag or in your 'Saved items' section while not logged in, you'll need to make a note of the product name/code as deleting your cookies could clear this history.

On most internet browsers you can delete your cookies using 'Tools' or 'History'.

2. Restart your browser

Once you've cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems.

3. Update your operating system

We also suggest that you use the latest version of your operating system provider e.g. Windows, Mac OSX etc.

4. Contact Us

 If you're still having problems, contact our Customer Service Team HERE with the following information:

As much detail as you can about the issueScreenshots of any error messages you receiveWhich web browser you're using (e.g. Edge, Firefox, Chrome, Safari etc.)What you've done so far to try to resolve the issue

IVE FORGOTTEN MY PASSWORD, HOW DO I RESET IT?

If you've forgotten your password, it's really simple to get back into your account.

1. Head over to our sign in page by clicking here or it can be found in the right hand corner of the screen. 

2. Click the Forgot password? link and enter your email address.

3. We'll then email you a link directly to your registered email address to reset your password.

 

Having trouble finding the email?

We recommend checking your spam or junk folder if you can’t find the email. Make sure to also check the inbox of any other email address that may be linked to your account. For example, if you’ve linked a social media account to your KAS Australia account, it’s worth checking the email address connected to that account as the email could have been sent there.

How can I make changes to the details on my account?

You can change the details on your account at any time in My Account. To make changes to your password, email address, delivery address or payment method, follow these simple steps:

1. Log into your account by clicking on the person icon in the top right-hand corner of the page (or the bottom right-hand corner when using the app).

2. Once you're logged into your account, you can make as many changes to your account information as you'd like:

Password- When you click 'Change Password' you'll be asked to enter your old password and your new password. Make sure the new password you're entering is at least 8 characters long.

Delivery Address- Select 'View Addresses' from the column on the left-hand side and hit 'EDIT"'. If this is your preferred delivery address, remember to delete all the old ones.

3. Once you've made the relevant changes to your account information, remember to click Return to Account Details.

Any changes you make to your account will not affect the details of any orders you've already placed.

It's worth checking your account every once in a while, just to make sure we have the right details for you.

I’m having problems with your mobile site?

We're sorry if you're having trouble with our mobile site.

You’ll need to check that your device clock is accurate – for security reasons, if your device clock is fast, you won’t be able to access your My Account pages. 

Most technical issues can be resolved by clearing your browser's cache and cookies . You'll also need to make sure that you accept our cookies.

If you're not sure how to clear your mobile browser's cache and cookies, please see below:

iOS - Safari

 If you're using Safari on an iOS device, press the Home button and go to Settings. You'll see Safari listed with some other apps. Simply select Safari and then select Clear History and Clear Cookies and Data.
Once you've done this, simply open up Safari again and go to our website.

iOS – Chrome

If you're using Chrome on an iOS device, open up the Chrome app and press the menu button in the top right hand corner (its three lines one under the other). Select Settings and then Privacy on the next screen. You'll then see the options to clear your cache and cookies.

Once you've done this, simply close and reopen Chrome again and go to our website.

Android

If you're using an Android device, then with your browser open, press the Menu button. Select Clear Browsing Data and then Privacy on the next screen. You'll see a pop up where you can select the data you want to clear. Tick the relevant boxes and press the clear button.

If your operating system or browser is not listed please check out your browser's support documents which you can most likely find online.

I’m not receiving any communications from KAS, what should I do?

When signing up to ASOS you'll be requested to consent to receive marketing subscriptions after placing your first order. If you don't confirm when registering your account, then the only emails you will receive are Order and Return Confirmation emails, any responses from our Customer Care team and any emails we feel contain important information that you should hear about.

If you did consent to receive emails after placing your first order and you're not receiving any from us, follow the steps below:

1. Check your junk mail

Your email software may be marking our emails as junk mail. To stop this from happening, please add online@kasaustralia.com.au to your email address book.

 2. Update your marketing preferences

Check that you've agreed to receive our marketing emails. If you aren't signed up to receive our marketing communications, then a notice will appear to inform you that we've stopped sending you emails and texts.

3. Check your notifications are switched on

If you're shopping on the App, it's worth checking to see if you're opted into receiving push notifications from us.

4. Check your email address

Make sure you typed in the correct email address when you signed up with us. Just sign in to your account (if you can remember which email address you used) to check this.

5. Contact us

If after this you're still having trouble, contact our Customer Service Team HERE giving as much detail as you can about the issue and we will try our best to help.

I need help with my gift card voucher, what do I do?

How do I use a voucher?

Redeem your voucher code at checkout on the payment section.

You will see a section labelled 'Add voucher or gift card'. Copy and paste the code into this field to apply it. Vouchers cannot be redeemed for the purchase of gift cards.

 My voucher code isn't applying on my order, what's wrong?

Please check that your purchase meets the Terms & Conditions listed on your voucher. This may include:

- Minimum spend amount

- Expiry date

- Brand, product or sale exclusions

- Voucher codes are case sensitive. Enter the exact code at checkout by copying and pasting.

- Vouchers cannot be redeemed for the purchase of gift cards.

I forgot to apply the voucher to my order, help!

We're here to help. Just send us your order number and the code you were going to apply and if the voucher is applicable, we will honour the price for you. Send us through a web form from the Contact Us page and we will get back to you as soon as possible.

You can read more about voucher use in our Terms and Conditions.

KAS Gift Cards can only be used at www.kasaustralia.com.au, are redeemed by using your gift card code at checkout and have a validity of 12 months from the date of purchase.

Gift Cards are excluded from all sales. Gift Cards are not physical cards, and are instead sent via email with a unique code. Once payment has been made the gift card will be emailed to the nominated email address. It is the purchasers and recipients' responsibility to ensure that the nominated email address is correct. We cannot be held responsible for any incorrectly emailed, lost, stolen or deleted gift card email or code.

From time to time gift card can get caught up in spam filters – it is up to the recipient to check these filters. We cannot take responsibility for gift cards that cannot be delivered due to fire walls, spam filters, capacity of recipients mailbox or any other factors out of our controlOnly one Gift Card can be redeemed per transaction.

Gift Cards cannot be redeemed at any retail store.

If the value of the transaction is less than the value of the gift card after checkout the outstanding balance will be shown on screen which can used for future purchases within the 12 month period. If the value of the transaction is more than the value of the gift card the recipient can use their credit card to pay the difference. Gift cards cannot be redeemed for cash.

The unique code that came with the Gift Card must be entered at the time of redemption. We are unable to refund any Gift Card purchases.
Gift Cards are non refundable product.
KAS reserves the right to cancel a Gift Card code at their discretion.
If you experience any technical difficulties or have lost your gift card, please contact online@kasaustralia.com.au and provide the invoice number for the transaction.

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