Frequently Asked Questions
General
How do i contact customer service?
You can contact us here or by emailing info@kiinbaby.com.
Do you have a physical store?
We dont currently have a physical store but we have many lovely stockists that you can visit! Click here to find one near you.
How do i know if an item is in stock?
If a product is no longer available online it will be marked as “Sorry currently out of stock” on the product page. You will also have the option of entering your email if you would like to be notified when the item is back in stock.
How do i cancel my order?
If you would like to cancel an order and receive a refund, you may do so as long as the order has not yet been processed & shipped. Please contact us as soon as possible at info@kiinbaby.com. A processing fee of 3% will be charged on any order that is cancelled/refunded. We also reserve the right to cancel and fully refund any orders at our discretion.
Shipping
how long after i place my order, will it be shipped?
We will endeavour to dispatch orders within 3 business days. Express post orders get priority and will be shipped the next business day.
how do i track my order?
Once your order has been dispatched, you will receive a notification via email, which will include a tracking number and link where you will be able to track your order.
Do you offer local pick up for orders?
We offer local pickup from our warehouse at Tuggerah, on the Central Coast of NSW. Select the 'Local Pickup' option at checkout, and contact us via email to arrange a suitable time for pickup.
What happens if my delivery is delayed?
Once your order has left us, any delays caused by the delivery company are outside our control and we cannot be held responsible for any delays; however we will do our best to assist with any issues that do arise, Please contact us via email at info@kiinbaby.com.
My tracking status is 'returned to sender'. What do i do?
There are a few reasons why a parcel delivery could be usuccessful, and therefore returned to sender (us at Kiin Baby). If the delivery is unsuccessful due to customer error e.g incorrect or insufficient address information, failure to retrieve from collection point, failture to pay import taxes (international orders outside of Australia) we will offer options for re-shipment (at the customers expense) OR a credit note/refund (minus shipping cost). It is the responsibility of the customer to submit and confirm their correct address before completing the checkout process.
Do you ship internationally?
We're currently sending internationally to the countries which are available for us to do so; Please be aware that there may be unforeseen delays with international delivery. Please check the current estimate timeframes once the parcels have been dispatched from us: Australia Post Estimated international delivery speeds. We cannot guarantee these timeframes, they are only an estimate. Any delays caused by the delivery company are outside of our control and we cannot be held responsible for any delays; however we will do our best to assist with any issues that do arise.
will i be charged customs duty or taxes on my international order?
Some countries may have their own custom charges or fees, it is the customers responsibility to be aware of, and to make payment to the appropriate bodies to receive their parcel, otherwise the parcel will likely be denied entry, and 'returned to sender' (RTS), in this case, the customer will not be reimbursed for the postage costs, and may be charged a refund fee.Any charges must be paid by the person receiving the parcel.Customers located outside of Australia should check the Delivery Information section for further information about possible customs, import and similar duties and charges that may apply to their order.
Returns
is return postage covered?
We will cover the cost of postage if the return is due to our error otherwise it is the customers responsibility.
my order has arrived damaged or faulty!
If there is a fault with the product please contact us at info@kiinbaby.com within 7 days of receiving your item, to notify us of an intended return or exchange, and we can help you with the process.We will happily replace the product (stock allowing) free of charge, or provide a full refund. All goods must arrive back to Kiin in their original condition with the original labels and tags attached. Any goods that have been damaged or altered from their original condition are not eligible for return. We recommend obtaining tracking on your return parcel, and keep a copy of your receipt or proof of shipment, as we cannot process a return without physical goods or proof of delivery. We aim to process returns within 3 business days of your order arriving back to us.
Gift registry
How do i create a gift registry?
You can create a gift registry by going to the following link Gift Registry.
How do i find my friends gift registry?
You can find your friends gift registry by searching their details on the Gift Registry page.
What address will the items be delivered to?
By default the registry owners address will be filled out in the checkout, you can change this to a different address if you wish.