FREQUENTLY ASKED QUESTIONS
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Delivery Information
Our delivery options, timeframes and costs are as below:
IMPORTANT TO NOTE: Please allow 1-3 business days for your order to be packed before it's shipped. Delivery times begin once an order has been packed and picked up by the courier. Please allow additional packing time during peak periods (such as sales or public holidays).
*Please note that delivery timeframes are estimates only and may vary with peak sale periods, possible courier delivery issues and other influences beyond the control of Kappa.
Split Deliveries:
If you've ordered more than one item, your order may be split into multiple deliveries if we're unable to source all of your products from one dispatch location. If your order has been split into multiple deliveries, you'll receive a separate tracking email for each delivery.
Authority to Leave:
When you place your order, Authority to Leave will be given as a default. This means that the courier does not require a signature and if it's safe to do so, your delivery will be left unattended if you're not home to accept it. Please note that StarTrack and Australia Post have the right to override this instruction in the instance that they deem your order unsafe to leave unattended. For further information, please see here.
Read full article
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What is your returns policy?
Please note: All online purchases made between 1st November 2023 and 31st December 2023 will have an extended returns period of 60 days.
We want you to be 100% satisfied with your purchase. If you change your mind, we’re happy to accept all returns of in-store or online purchases, provided our 3 return conditions are met:
- Item(s) were purchased within the last 30 days and proof of purchase can be provided
- Item(s) must be unused, unwashed, or otherwise undamaged
- Item(s) are in original, undamaged packaging (shoes in original shoebox, apparel with original hang tags attached)
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*FINAL SALE* items (clearly marked on our website) are ineligible for returns
EXCHANGES
We are unable to facilitate online exchanges. Please return via Post for a refund, and then place a new order.
RETURNING YOUR ONLINE ORDER
To return your order, head to our returns portal, follow the prompts to purchase and print your returns label, then post your item back to us. Click here for more information on how to book your online return.
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Return packaging: Shoeboxes must be protected by a satchel or similar. If your shoebox is taped or has postal stickers attached, we cannot accept your return.
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Return costs: A $10 flat fee is payable by the customer when returning via Post.
SALE ITEMS
We're happy to accept returns of sale items provided the item(s) meets our return conditions above. Please note that all Final Sale items (clearly marked as *FINAL SALE* on our website) are ineligible for return.
REFUNDS
Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account. Click here for more information.
Please note: Any shipping fees applied to original online orders will not be included in your refund, even if the whole order is returned. As shipping fees are separate costs from your item(s), you will only be refunded in full for the item(s) you purchased. This also applies to any online orders that are returned in-store.
Read full article
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How do I book a return?
1. CHECK OUR RETURN CONDITIONS
Before booking your return online, check that your item(s) meet our return conditions below:
- Item(s) were purchased within the last 30 days and proof of purchase can be provided
- Item(s) must be unused, unwashed, or otherwise undamaged
- Item(s) are in original, undamaged packaging (shoes in original shoebox, apparel with original hang tags attached)
-
*FINAL SALE* items (clearly marked on our website) are ineligible for returns
If you believe your item may be faulty, please view this article. If you have received the wrong item or your order has arrived damaged, please view this article.
2. PACKAGE YOUR RETURN
Place your return into a satchel or box so that the product arrives protected and undamaged.
Do not use the original packaging as an external postage box. Any orders returned in a taped-up or damaged shoebox, taped-up or damaged original packaging, or with the label stuck to the shoebox or product itself, will be rejected and returned to sender.
3. BOOK YOUR RETURN
Once packaged safely, click HERE to book your return. Follow the prompts to pay for and print a return shipping label. Attach the label to your parcel and drop it off at your nearest Post Office.
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Return shipping costs: A flat, $10 fee for a prepaid shipping label is payable by the customer during the Returns Portal process.
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Entering your order number: Your order number will start with KAPAU. Do not include the # or any other symbols.
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Don't have a printer at home? Your returns label includes a QR code which can be scanned and printed at the Post Office.
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Tracking your return: A returns tracking link will be emailed to you when you finalise your return.
WHAT'S NEXT?
Once your return arrives back with us, please allow 2-3 business days for this to be processed. You'll then be refunded via your original payment method and notified via email - please allow up to 5 business days for the funds to reflect in your account.
Please note: any shipping fees applied to original online orders will not be included in your refund, even if the whole order is returned.
Read full article
Our delivery options, timeframes and costs are as below:
IMPORTANT TO NOTE: Please allow 1-3 business days for your order to be packed before it's shipped. Delivery times begin once an order has been packed and picked up by the courier. Please allow additional packing time during peak periods (such as sales or public holidays).
*Please note that delivery timeframes are estimates only and may vary with peak sale periods, possible courier delivery issues and other influences beyond the control of Kappa.
Split Deliveries:
If you've ordered more than one item, your order may be split into multiple deliveries if we're unable to source all of your products from one dispatch location. If your order has been split into multiple deliveries, you'll receive a separate tracking email for each delivery.
Authority to Leave:
When you place your order, Authority to Leave will be given as a default. This means that the courier does not require a signature and if it's safe to do so, your delivery will be left unattended if you're not home to accept it. Please note that StarTrack and Australia Post have the right to override this instruction in the instance that they deem your order unsafe to leave unattended. For further information, please see here.
Please note: All online purchases made between 1st November 2023 and 31st December 2023 will have an extended returns period of 60 days.
We want you to be 100% satisfied with your purchase. If you change your mind, we’re happy to accept all returns of in-store or online purchases, provided our 3 return conditions are met:
- Item(s) were purchased within the last 30 days and proof of purchase can be provided
- Item(s) must be unused, unwashed, or otherwise undamaged
- Item(s) are in original, undamaged packaging (shoes in original shoebox, apparel with original hang tags attached)
- *FINAL SALE* items (clearly marked on our website) are ineligible for returns
EXCHANGES
We are unable to facilitate online exchanges. Please return via Post for a refund, and then place a new order.
RETURNING YOUR ONLINE ORDER
To return your order, head to our returns portal, follow the prompts to purchase and print your returns label, then post your item back to us. Click here for more information on how to book your online return.
- Return packaging: Shoeboxes must be protected by a satchel or similar. If your shoebox is taped or has postal stickers attached, we cannot accept your return.
- Return costs: A $10 flat fee is payable by the customer when returning via Post.
SALE ITEMS
We're happy to accept returns of sale items provided the item(s) meets our return conditions above. Please note that all Final Sale items (clearly marked as *FINAL SALE* on our website) are ineligible for return.
REFUNDS
Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account. Click here for more information.
Please note: Any shipping fees applied to original online orders will not be included in your refund, even if the whole order is returned. As shipping fees are separate costs from your item(s), you will only be refunded in full for the item(s) you purchased. This also applies to any online orders that are returned in-store.
Read full article1. CHECK OUR RETURN CONDITIONS
Before booking your return online, check that your item(s) meet our return conditions below:
- Item(s) were purchased within the last 30 days and proof of purchase can be provided
- Item(s) must be unused, unwashed, or otherwise undamaged
- Item(s) are in original, undamaged packaging (shoes in original shoebox, apparel with original hang tags attached)
- *FINAL SALE* items (clearly marked on our website) are ineligible for returns
If you believe your item may be faulty, please view this article. If you have received the wrong item or your order has arrived damaged, please view this article.
2. PACKAGE YOUR RETURN
Place your return into a satchel or box so that the product arrives protected and undamaged.
Do not use the original packaging as an external postage box. Any orders returned in a taped-up or damaged shoebox, taped-up or damaged original packaging, or with the label stuck to the shoebox or product itself, will be rejected and returned to sender.
3. BOOK YOUR RETURN
Once packaged safely, click HERE to book your return. Follow the prompts to pay for and print a return shipping label. Attach the label to your parcel and drop it off at your nearest Post Office.
- Return shipping costs: A flat, $10 fee for a prepaid shipping label is payable by the customer during the Returns Portal process.
- Entering your order number: Your order number will start with KAPAU. Do not include the # or any other symbols.
- Don't have a printer at home? Your returns label includes a QR code which can be scanned and printed at the Post Office.
- Tracking your return: A returns tracking link will be emailed to you when you finalise your return.
WHAT'S NEXT?
Once your return arrives back with us, please allow 2-3 business days for this to be processed. You'll then be refunded via your original payment method and notified via email - please allow up to 5 business days for the funds to reflect in your account.
Please note: any shipping fees applied to original online orders will not be included in your refund, even if the whole order is returned.
Read full article