Shipping Policy

Processing time

We kindly request that you allow us 1-2 business days to process your order before it can be shipped out. It's important to note that this processing time is separate from the shipping time. Therefore, the total time it will take for you to receive your order will be the processing time plus the shipping time.


Additionally, please be aware that we ship orders exclusively on business days (Monday through Friday). Any orders placed over the weekend or during public holidays will be processed on the following business day.

    Shipping Times

    • Australia - 7-14 business days 

    Shipment Confirmation & Order tracking

    • A tracking number will be added to your order details as soon as they are available. You will be notified via email so that you can keep track of the delivery status every step of the way.
    • My tracking says "No information available at the moment". For some shipping companies, it takes 1-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

     

    Cancellations and Changes

    • Address changes and cancellations may not be available due to our quick turn around time.
    • Please email us at contact@kousely.com and provide your order number, first and last name on the order, or email you provided us when you purchased.
    • Note that we are unable to allow any amendments once the order has been placed. Please contact the shipping service directly with address issues.
    • Should your parcel be returned to sender you will be responsible for additional shipping costs.
    • If your order fails to deliver or is delivered to the wrong address due to providing incorrect information we are not liable for reshipment or refund. (If it has been 30 days since it was returned to us you will have to place an additional order. We will allow free shipping at this point and send your original order as well.) If an error was made on the address you used, please contact us immediately. We cannot guarantee that we will be able to change your address, but the quicker you contact us, the more likely we will be able to make that change.

     

    Damages

    • If you receive damaged merchandise, please take a picture and email us the picture at contact@kousely.com right away. We will only replace damaged goods within 48 hours of receiving your order.