Australia Post have provided the below updates on the current network delivery status:
• Productivity across Australia Post network is down 25%, due to COVID-19 measures and cleanliness programs (social distancing, single person loose trailer unloads, temperature checks on staff etc).
• Increase in returns due to workplace delivery address not being updated to home.
• Domestic air freight capacity has been severely restricted and the same trend across all domestic routes
Actions that Australia Post have put in place to work through this high volume period:
• AusPost Contact Centre calls are up 28% (with 20,000 cases open) - please be patient.
• Average of 3,500 known 'closed-addresses' incorrectly listed as the receiving address, are being corrected per day.
We seek your understanding and tolerance of freight delays with the Australia Post service as we all work together through these unique challenges faced by the eCommerce boom that have resulted from the unprecedented market conditions brought on by Covid-19 responses.
Our customer support team are experiencing high volumes of freight enquiries and are working overtime to provide timely responses, however we are experiencing lengthy delays in responses from Australia Post. We ask that you consider an increased tolerance in freight enquiry lodgements with our team during this period.
At Kicks.com.au, we endeavour to ship all items ordered before 12:00 AEDT (Monday to Friday) within 24 hours. You can check the status of your order in your account here.
Standard Shipping ($1.97) - 2 to 6 business days
Tracked Shipping ($6.25) - 2 to 6 business days
Priority Shipping ($8.25) - 1 to 4 business days
For detailed delivery timelines, please visit Australia Post.
Q: How will I know when my order has been sent?
You'll be sent a confirmation email the moment your order is shipped, letting you know that it's on its way to you.
Q: Once my order has been shipped when will I receive it?
We use Australia Post to deliver all orders, so standard Australia Post delivery times will apply. We ship our products from Melbourne metro. Most deliveries take approximately 2-3 business days in metro areas within Melbourne. Interstate and regional orders may take longer depending on your location.
Please check the Australia Post postage calculator for a more accurate estimate based on your post code, available at Australia Post.
Q: Do you charge for delivery?
Delivery charge options are displayed when viewing your basket.
When you place separate orders, separate delivery charges may apply to each order. When you order more than one product in one order, all products in that order will, if the order is accepted, be shipped together if practical. From time to time, products may be shipped separately, for example: when the products are being s from different locations or when the products are available for shipping at different times.
Q: What do I do if I have not received my order?
Please check the Australia post delivery calculator, to see when your item was scheduled to arrive. This works for both tracked and untracked parcel types - should your order not arrive within this stated period, please contact us so that we can investigate with Australia Post.
Q: One of the items is missing from my order. What do I do?
First, please accept our apologies for the inconvenience. From time to time, orders including multiple products may be shipped separately, for example: when the products are being shipped from different locations or when the products are available for shipping at different times e.g. a pre order becomes available for release date.
We will send you an email to let you know when each item is on its way. If you are still concerned about a missing item, please contact us.
Q: What happens if I am not at home to accept my delivery?
Most of the products on our site do not require you to be at home to take delivery as they will fit through your letterbox. In the event that you have ordered a product which will not fit through your letterbox and you are not available to take delivery, then the postal service will follow their usual procedure. This usually means a card is left to notify you of an attempted delivery and the item will be held at your nearest post office. You will have 10 business days to collect it before the item is returned to the sender. For items attempted for delivery by a courier service they will also leave a card and allow you to arrange for redelivery or collection.
Q: Which countries do you deliver to?
We deliver to Australia only.
Q: Am I able to change the delivery address to something other than my registered address?
You may change the delivery address when placing your order, if ordering as a gift for example. Unfortunately - for security reasons - we're unable to change the delivery address once your order has been placed.
Q: Can I contact you by email?
You can email us at firstname.lastname@example.org.