Frequently asked questions
What is the return policy?
Our goal is to ensure that you are completely satisfied with your purchase. If your product arrives damaged or if it doesn't arrive at all, you are eligible for a full refund or replacement. To be eligible for a return, the issue must be reported within 30 days of the order date.
Damaged Items:
If you receive a product that is damaged, please contact us immediately with photos of the damage and your order details. We will work with you to process a full refund or send a replacement at no additional cost.
Missing Orders:
If your order does not arrive within the expected delivery window, please reach out to us as soon as possible. Once verified, we will provide a full refund or resend your order.
Return Process:
To initiate a claim, please contact our customer service team with your order number and a description of the issue. We will assist you in resolving the matter promptly.
Note:
Refunds will be issued without requiring you to return the product, provided the issue is verified within 30 days of your purchase.
Thank you for shopping with us. Your satisfaction is our priority!
Do you offer international shipping?
Yes, we do offer international shipping! We are pleased to deliver our products to customers around the world. Shipping costs and delivery times may vary depending on your location.
Please note that additional customs fees, taxes, or import duties may apply depending on your country's regulations. We recommend checking with your local customs office for more information.
If you have any specific questions about shipping to your country or need assistance with international orders, please contact our customer service team. We're happy to help ensure your order reaches you smoothly.
When will I get my order?
Your order is typically expected to arrive within 12 to 16 business days from the date of purchase. Please note that this timeframe may vary depending on your location, order volume, and customs processing.
We appreciate your patience and understanding. If your order hasn't arrived within this period, or if you have any concerns, please contact our customer service team with your order details. We will be happy to assist you and provide updates on your shipment.
Thank you for choosing us!
How do I cancel or modify my order?
How do I cancel or modify my order?
How do I cancel or modify my order?
If you need to cancel or make changes to your order, please contact us as soon as possible. You can reach us by email at killuascollection@gmail.com.
Please include your order number and specific details about the modification or cancellation you require. We will do our best to accommodate your request before the order is processed or shipped. However, once the order has been shipped, changes or cancellations may no longer be possible.
Thank you for your understanding. We’re here to assist you!
How much does shipping cost?
Shipping costs vary depending on your country and location. We calculate shipping fees based on the destination, weight, and size of your order.
However, if your order total exceeds $60 AUD, you will qualify for free shipping! This is our way of saying thank you for shopping with us.
If you have questions about the specific shipping cost for your order or your location, please contact our customer service team. We're happy to assist you and ensure you get the best possible shipping options.