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FAQs

Delivery

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.


COVID-19 Latest Update

Due to the unfolding situation with Coronavirus (COVID-19) we want to keep you up to date with any changes we may need to take to protect our staff and their families in line with government directives and any impact this may have to the service we provide to you, our valued customers. We will continue to monitor the situation and will update this page as and when we need to make any changes to our service in line with government instructions and to ensure the safety of our staff and families whilst providing our service to you.

Delivery

We have been working closely with our delivery partners as well as our studio and label distributors, to maintain standard delivery times and maximising availability of products and will continue to do so Please bear with us in case there are any minor delays in receiving your orders.

We will continue to work closely with our delivery providers in the meantime.

Australia Post expect some minor delays into New Zealand due to airline cancellations and government restrictions.

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. 


Customer Services

In order to protect our staff and their families and in line with government policy our customer service team are now working from home. As they adapt to working remotely there may be some delays to your normal response time. Be assured we will respond to your enquiry but may take a little bit longer than usual. 

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. 



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 shipped 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 customerservice@kicks.com.au. 

Orders

Q: How will I know when my order has been despatched? 
You will receive an email from customerservice@kicks.com.au to confirm that your item has been sent. 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

Q: Can I change the delivery address on my order? 
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: How do I make a change to my order? 
Please make sure you check your order carefully before submitting as these details cannot be changed once you have clicked 'Place Order'. Always double check your order confirmation to make sure all the details are correct. If you would like to cancel your order please contact us and we will endeavour to have the order removed from our system as a matter of urgency. Please note that this may not always be possible due to processing times and our commitment to a speedy despatch from our warehouse.

Q: The right to change your mind. 
You have 14 days to change your mind, starting the day after you receive your goods. If you are returning goods because you have changed your mind, you must return the goods (please see returns) within 14 days, and be able to demonstrate that the goods have been sent within that timeframe.

Payment

Q: How can I pay for my order? 
We accept payment by Visa, MasterCard or Paypal. 

Q: When will payment be taken for my order? 
Unless expressly provided for otherwise, payment for products ordered must be made before we ship those products.

Q: When will the payment be taken for my pre-order?  
If you have pre-ordered an item, we will take payment from your account upon ship of your order. The only exception for this is if you choose to pay by PayPal, in which case the payment will be charged at the time of purchase, this aligns to the Paypal rules. 
PayPal permits pre-sales on a limited basis, only if the seller guarantees delivery within 20 days from the date of purchase and clearly identifies the item as a pre-sale. PayPal may apply additional conditions, such as proof of the seller's ability to successfully deliver the product: supplier information, purchase invoices, postage information or proof of delivery.

Postage

Postage and packaging is as follows:
Standard postage    $1.97 per item

Tracked                    $6.50 per order
Priority                      $8.50 per order

From time to time we may offer promotions on stated postage rates.

Returns

Here at KICKS we want you to be 100% happy with your purchase, meaning we will do everything we possibly can to make sure you are. If you would like to return a product to us, please email us directly at customerservice@kicks.com.au

Q: I have received my item but I no longer require it? 
If you are unhappy with your purchase, you can return it to us. Please contact us at customerservice@kicks.com.au to arrange the return. If you are returning goods because you have changed your mind, you must return the goods to us within 14 days and be able to demonstrate that the goods have been sent within that timeframe.
Please note that DVDs and Blu-rays that have been opened or have had their shrink-wrap removed are not eligible for return. 

Q: I have received an item that I didn’t order? 
You can return the item to us within 14 days of the item being shipped to you for a full refund. Please email us customerservice@kicks.com.au. KICKS.com.au will pay for the cost of the return of the products. All you need to do is contact us within 14 days of the item being despatched to you and we will provide you with the relevant returns information. 

Q: I've received my item, but it's damaged/faulty. What do I do?  
If your item has reached you in a damaged condition or is faulty in any way, then we will endeavour to put this right as soon as possible. We can either send out a replacement item to you or refund your account. If we ask that the item be returned to us, then KICKS.com.au will pay for the cost of the return. In the highly unlikely event that your order is received damaged or faulty, all you need to do is contact us within 14 days of the item being despatched to you and we will provide you with the relevant returns information

Q: How do I return an item? 
To arrange a return, please contact us and we will be more than happy to arrange this for you. All you need to tell us is which item you wish to return and the reason why. We will then issue you with the Returns address - specific to that item - along with your unique Returns Authorisation (RA) number

Q: When will I receive my refund? 
We will refund you the price you paid for the products including delivery costs, by the method you use for payment. We will not refund delivery costs when you have changed your mind.
We will make any refunds due to you as soon as possible. If you are receiving a refund because you changed your mind, then your refund will be made within 14 days from the day on which we receive the product back from you.