Returns Policy
We hope you love your Kiin goodies. If something’s not quite right, our small team is here to help.
Changed your mind?
Yes, we accept eligible change-of-mind returns for store credit. This includes choosing the wrong size or colour. Please contact us within 14 days of receiving your items to request a return.
For a change-of-mind return, your items must be:
- Unused, unwashed and unaltered, with no signs of wear.
- In their original packaging, with all tags attached.
- Not marked FINAL SALE when purchased.
You cover the return postage for a change-of-mind return. Original delivery charges are not included in your store credit. Once we receive and check your eligible return, we’ll add store credit to your customer account for the amount you paid for the returned items. Sign in to your customer account at checkout to use it towards your next order.
We offer store credit rather than a refund for change of mind. If you would like a different size, colour or item, you can use your credit to place a new order. Delivery charges for that new order apply as usual.
How to request a return
Email support@kiinbaby.com with your order number or other proof of purchase, the items you would like to return and the reason. Our team will help with the return address and next steps. Please contact us before posting your items back.
Faulty, damaged or incorrect items
Something wrong with your order? If an item is faulty, arrives damaged, doesn’t match its description, or we’ve sent the wrong thing, please email support@kiinbaby.com. Send your order number or other proof of purchase, tell us what’s happened and include a photo if you can. We’ll take a look and help you with the next steps.
Our team will look at what’s happened and chat through the options with you. Depending on the issue and what you’d prefer, we can arrange a refund, replacement or store credit.
Please let us know as soon as you notice an issue. The 14-day change-of-mind limit doesn’t apply to faulty items, and your rights still apply to sale and Final Sale items. You don’t need the original packaging or attached tags to ask us for help.
We don’t usually need faulty items returned. If we do need something sent back, we’ll let you know and cover the return postage. If you’re entitled to a refund, you don’t have to accept store credit—we’ll refund your original payment method unless you agree otherwise.
Order cancellations
Need to cancel? Contact us as soon as possible. If your order has not been processed or dispatched, we’ll do our best to help. We don’t charge a cancellation fee.
If we cancel an order, we’ll contact you and refund all amounts paid for that order, including delivery charges. Your consumer rights continue to apply.
Need help with a delivery?
If your parcel hasn’t arrived or something arrives damaged, email support@kiinbaby.com with your order number and what’s happened. Photos of any damage are helpful if you can share them. Our small team will follow it up with the carrier where needed and help arrange the appropriate next steps, including a refund or replacement where you’re entitled to one.
If tracking says delivered but you can’t find your parcel, please get in touch so we can check the delivery details with you.
Shipping Protection is no longer offered on new orders. If you previously purchased it, we’ll honour the cover provided with your order. Please contact our team for help with an existing claim.
Your consumer rights
Australian Consumer Law protects you when you shop with us. You also keep any other consumer rights that apply to your purchase, including in New Zealand. Nothing in this policy takes those rights away.
If you’re unsure which return option applies, just get in touch. We’re happy to help.
Need a hand?
Tell our small team what’s happened and we’ll be in touch by email. If you have your order number handy, please include it below.
Have photos to share? You can email them to support@kiinbaby.com, or attach them when you reply to our team.
A little guide
Using your store credit
Your return credit lives in your customer account, so there’s no gift card code to enter.
Sign inUse the same email address your credit was issued to.
Head to checkoutAdd your next little favourites to your cart, then check out while signed in.
Apply your creditSelect ‘Apply store credit’ under Payment. Pay any remaining amount with your usual payment method.
