Frequently Asked Questions:

When will my order be sent?

READY TO SHIP will be posted in 1-3 working days

CUSTOM / MADE TO ORDER will vary – usually 2-4 working days for custom colours for our standard garlands and mobiles. 7-14 working days for custom orders such as name mobiles.

When will I receive my parcel?

After your order has been created (see ‘When will my order be sent? question for making times) delivery time estimates are:

Within Australia:  Arrival times will depend on the shipping speed option chosen at checkout:

EXPRESS POST – 1-3 working days if within the AusPost Express Network.

STANDARD POST – 2-7 working days.

 

International: Parcels usually arrive in the 7-14 working day range, please allow up to 5 weeks for Customs / Weather events / Holiday Season.

Who is responsible for Customs charges and Import taxes?

Any Customs charges or Import taxes are the responsibility of the customer or recipient of the parcel and must be paid by them, please check with your country’s customs website for more information.

Where will you send my parcel?

We will send your parcel to the address you supply at checkout so please ensure this address is up to date.

**If the registered address (or the alternative address supplied) is incorrect, then once your package has been posted we have no way of retrieving it. It will become the buyer’s responsibility to retrieve the package from the incorrect address.

What if my parcel has not arrived?

Within Australia: Please get in touch with us if your parcel has not arrived after 3 days for Express and 10 days for Standard.

International: Please allow 5 weeks – it is very rare for parcels to be lost, some are delayed in customs or you may have a card to pick up your parcel at your local post office.

If after these times you have not received your parcel, please contact us either via our Contact Us page or send an email to hello@kirrakai.com so we can follow up on the status of your parcel.

My parcel has been returned undelivered.

Should a parcel be returned to us due to the supplied address being incorrect, an additional shipping charge will apply for delivery to the correct address. If you wish to cancel an order that has not been customised for you and the parcel is unopened and undamaged, we will refund less the original shipping costs.

My parcel has arrived damaged.

Should your parcel arrived with damage (sometimes the packaging may have some superficial damage but the contents are unharmed), please contact us straight away either via our Contact Us page or send an email to hello@kirrakai.com and keep all packaging and contents as we will require either photos or the parcel to be returned (postage will be refunded) so we can make a claim to Australia Post for the damage.

A replacement order would be made and sent as a priority.