Old [DVD]

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 customerservice@kicks.com.au. 

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 dispatched 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.