We understand you may have questions about our products or shopping with us and most of the time, someone else will have the same! So, here are the answers to our frequently asked questions.
SHOPPING WITH US
How long does it take to process an order?
Our orders are processed directly from our warehouse in Melbourne, Australia. Due to a very high-volume of online orders and additional measures put in place to protect the wellbeing of our team members at our distribution centre during the COVID-19 pandemic, we are currently experiencing delays in dispatching orders. Please allow at least a week longer than our normal processing and dispatch timeframe promise. Thank you for your patience and understanding.
For delivery estimates to your area after dispatch, please see our Shipping and Delivery page. Please note that as the delivery of your item is handled by our friends at Couriers Please and DHL, we cannot guarantee these timeframes particularly during peak sale periods. If we are aware of any potential delays we will be sure to notify you on kikki-k.com
How can I cancel an order that I’ve placed?
Unfortunately as we are in voluntary administration, we are currently unable to provide refunds for orders. For this reason, we ask you please double check your order before checking out as all orders are final sale.
How can I add an item to my order?
We understand that sometimes you may want to add more kikki.K goodies to your order, however once an order is submitted, we’re unable to change it – even if it’s still processing. If you’d like to purchase more items, we recommend placing a separate order.
Can I make any changes to my order?
We aim to process and pack your order as fast as possible which means we're unable to make any changes once you've placed an order.
What does Processing/Completed mean on my online order?
Once you have submitted your kikki.K order, it will display as ‘Processing’ in your account as our Online team work to prepare your order for delivery. When your order is ‘Completed’, your order has left our facility for delivery and is now on its way to you!
What payment methods do you accept?
We currently accept credit cards and Afterpay (AU only). Unfortunately due to a website issue we are currently unable to offer PayPal as a payment option, though we are currently working to fix this.
What do I do if I have received a faulty product?
Please contact us at email@example.com providing photos and proof of purchase, and our team would love to assist with a replacement.
I’m having troubles placing an order online, can you help?
From time to time, you may experience difficulties out of our control, and we understand this can be a little frustrating when you’re eager for some kikki.K love! We recommend the following tips:
• Clear your cache and any cookies from your browser.
• Try a different web browser - using Google Chrome or Mozilla Firefox are the easiest to browse and shop on most websites, including ours. Many checkout issues are caused by an outdated browser so please ensure your browser has been updated to the latest version.
• Log in/log out of your account again.
• Change world store views (i.e., if you are on AU, switch to NZ, then switch back to AU to reset things).
• Try using a different device (sometimes using a desktop may help).
If you continue to experience any issues, please don’t hesitate to contact us at firstname.lastname@example.org and we'll do our best to assist.
What products are available to be monogrammed?
We offer a wide range of leather and paper products for monogramming. To view the collection, please click here. Please note some packaging may need to be removed when monogramming items. In ensuring each of our products are a true representation of our brand purpose and values, we monitor all monogramming requests and will notify you if we are not able to process your order accordingly.
Why can’t everything on kikki.K be monogrammed?
Our extensive range of monogramming products have been carefully selected to ensure our personalisation service offers premium quality, beautiful and functional pieces that can all withstand the stamping process involved in monogramming. Should you have any further questions about our personalisation service product offering, please let one of our friendly Team Members know.
How many characters can I have monogrammed?
You can have up to five characters monogrammed on majority of our products. On some of our smaller products only three characters can be monogrammed. Please note this may change depending on the letter size. The punctuation marks available for monogramming are # + & ! . - =
What colours can you monogram?
Monogramming is available in gold, silver, rose gold, white and black foiling and blind emboss in most cases.
What does blind emboss mean?
Blind emboss means that no foil is used. The monogramming will be pressed into the leather but not coloured.
Can I choose where my monogramming is placed?
In most cases, monogramming will be positioned on the bottom right hand side of the product with a few exceptions:
• Pencil case: monogramming will be positioned on the bottom left hand side of the product.
• Key ring: monogramming will be positioned in the centre of the product.
• Items with patterns on the front: monogramming will be positioned on the inside of the product.
What can I expect my monogram to look like?
The process of monogramming one of our beautiful products means that desired foiling colour is applied using extreme heat to emboss and stamp the leather. The entire process is completed by hand which means each product is carefully attended to by one of our monogramming experts. Due to this process, each monogrammed product may slightly vary in appearance.
What are the delivery times on monogrammed products?
Orders containing monogrammed products will require an additional 1-2 business days for dispatch and delivery. In stores during peak periods, please allow 24 hours for your item to be monogrammed.
What is the cost for monogrammed products?
We have two tiers of pricing for monogrammed products; 1-3 characters and 4-5 characters.
• AU/US/Worldwide - $9.95 / $14.95
• NZ/SG - $12.90 / $19.90
• UK - £6 / £9
Can I exchange or return my monogrammed item?
The beauty of the monogramming is that once an item is personalised it is created and marked especially for you! This means that we are unable to accept exchanges or refunds if you change your mind about your purchase.
I have placed my order – am I able to change my monogramming?
The monogramming process is initiated immediately once an order has been placed. For any immediate monogramming product changes please contact email@example.com to check the status of your order.
My monogrammed item is faulty, can I get a replacement?
The entire monogramming process is completed by hand which means each product is carefully attended to by one of our monogramming experts. In saying this, there may be some slight irregularities throughout the process that make each product uniquely different. If you believe the actual product you have had monogrammed is faulty, please contact our Guest Experience team at firstname.lastname@example.org for more information.
SHIPPING AND DELIVERY
Do you ship internationally?
Yes, we ship worldwide. Please make sure you select your region (Australia, New Zealand, Singapore, USA, or Worldwide stores for all other regions) in the top right hand corner of the page to shop internationally.
Can I enter my address in a language other than English?
We encourage you to enter your shipping address in English. This can avoid delays with your order, and ensures that your order is delivered correctly. If it is necessary to enter your address in your localized language, for example in Cyrillic or Pinyin, please ensure that both are entered in the shipping address field.
How can I track my order?
When your order is dispatched, we’ll send you an email to let you know. You’ll receive another email shortly after with your tracking information which you can use to follow your parcel’s journey. Please allow up to 24 hours from receiving the dispatch email for your tracking information.
I haven’t received my order, what do I do?
You will receive a tracking number once your order is dispatched, and you can use this to track the location of your order. If there seems to be a delay or no updates, you can contact the postal service that is handling your order and quote your tracking number to investigate it further. Alternatively, you can also contact us at email@example.com with your order number and tracking number.
Why have I only received part of my order?
Occasionally, we run out of stock of some items. If you have ordered an item that is out of stock, we will be in contact about the missing item to organise an alternative product of your choice to the same value. Unfortunately as we have entered voluntary administration we are unable to provide refunds at this time.
How much will I be charged for customs tax?
Depending on the destination country, you may need to pay overseas customs duties, foreign taxes or other fees that may be imposed. Unless otherwise stated, it is the customer’s responsibility to pay any overseas customs duties, foreign taxes or other fees that may be imposed. For more information on taxes, duties and customs regulations please contact your local customs office directly.
For all other questions about shipping, please visit it our Shipping and Delivery page.
How do I become a kikki.K member?
You can become a member and create an online account here. Follow the steps and enter your details to register. As a kikki.K member, we’ll treat you to special benefits and keep you up to date on all of the latest kikki.K products and news!
Why haven’t I received my new member treat?
Our new member treats are sent out via email within 48 hours of signing up. If you don’t receive your welcome treat within 3 days of signing up, please email us at firstname.lastname@example.org with your full name, email address and birthday and we’d love to help.
Why haven’t I received my birthday treat?
Birthday treats are sent out via email on your birthday so make sure you've updated your birthday in your account. You can do this online by logging into your account here. If you don’t receive your birthday treat within one day of your birthday, please email us at email@example.com with your full name, email address and birthday and we’d love to help.
I’m a member in store but I can’t log in online. Why is this happening?
You’ll need to create an online account which you can do here. You’ll then be able to look at your order history, update your account details and more.
For more information about becoming a kikki.K Member, please visit it our Member Benefits page.
GIFT VOUCHERS AND SERVICES
Unfortunately as kikki.K has entered voluntary administration we are unable to accept gift cards as a payment method. This unfortunate measure is in accordance with ACCC regulations for businesses in receivership. If you’d like more information, please visit accc.gov.au or https://asic.gov.au/for-consumers/dealing-with-insolvent-companies/
Please hold onto your gift card as we are working hard to return to our usual trading procedures.
OTHER QUESTIONS AND OPPORTUNITIES
I’ve seen a product on the internet but it’s not on your website. Will it be coming back?
All of our products are part of seasonal collections. This means once it’s no longer on the website, it’s most likely sold out. To make sure you don’t miss out next time, keep an eye on our New Releases page.