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Customer Care

Shipping

Shipping Cost, Speed, and Carrier

 Shipping Location Shipping Carrier Shipping Speed Orders from $0 - $39.99 Orders from $40.00 - $199.99 Orders from $200.00 - $399.99 Orders from $400.00 - $499.99 Orders from $500.00 - $799.99
Canada DHL Express 3 to 8 Business Days $25.00 CAD $10.00 CAD Free $50.00 CAD $100.00 CAD

For shipping to Australia and New Zealand, please visit: https://www.kulanikinis.com.au/

For shipping to the United Kingdom, Gibraltar, Guernsey, Isle of Man, Jersey, please visit: https://kulanikinis.co.uk/

For shipping to Åland Islands, Albania, Andorra, Armenia, Austria, Belgium, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Greece, Greenland, Guadeloupe, Hungary, Iceland, Ireland, Italy, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Mayotte, Moldova, Monaco, Montenegro, Netherlands, North Macedonia, Norway, Poland, Portugal, Réunion, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Svalbard & Jan Mayen, Turkey, Vatican City, please visit: https://kulanikiniseu.com/

For shipping to the United States and all other countries, please visit: https://kulanikinis.com/

Order Dispatch

All orders are shipped from Sydney, Australia

Most orders will ship on the next business day and most ship within 24-hours of your order being placed! Please keep in mind that orders placed after 12 pm (Sydney time) on Fridays as well as orders placed Saturday and Sunday will ship on the next business day - usually Monday - with the exception of holidays!

In some instances, we may hold your order from shipping if we have a question about your address or items. We will always reach out to you via email to notify you if your order has been held and will work with you to get your order shipped as soon as possible. 

If you need your order to arrive quickly, please reach out to us at info@kulanikinis.com before placing your order to inquire if delivery is possible in the time frame you need - we don’t want you to feel stressed or disappointed!

Tracking an Order

Once your order is shipped, you will receive a shipping confirmation email with a link that will lead you directly to the package tracker. If you can’t find your shipping confirmation, please double-check your spam and promotions folders. If you are still not able to locate the email, please feel free to reach out to info@kulanikinis.com for assistance.

Customs Duties & VAT

All customs duties and taxes are included in the price of the items. Please know that we will pre-pay all required duties and taxes for you. You should not need to pay any additional amounts.

If you do receive a notification from DHL asking you to pay an additional amount or are asked to pay an additional amount at delivery, please do not pay and email us as soon as possible at info@kulanikinis.com with your name and order number so that we may assist.

PO Boxes

All orders shipping to a Canadian PO Box must be shipped via Australia Post as DHL Express is unable to deliver to these locations. Shipping times can take 8-20+ business days.

Changing Your Shipping Address

If you notice that the shipping address you provided at checkout is incorrect, please email us as soon as possible at info@kulanikinis.com. Be sure to include your name, order number, and the correct shipping address in your email.

If your order is unfulfilled and not yet shipped, we will be able to correct the shipping address for you. Once your order is fulfilled and shipped, you will need to request an address change via DHL directly. Please email us and we will share the required steps for how you can request this change through DHL.

Signature Required for Delivery

A signature WILL be required when your order is delivered to you. Please make sure you are available to sign for the package at delivery, if you can't be present the driver will attempt additional delivery or leave a note for you to contact your local DHL.

In some instances, you may receive a message from DHL asking how you'd like your order to be delivered. Please know that if you opt for delivery without signature (an Authority to Leave or ATL) you release DHL + Kulani Kinis from all liability for any loss that may result from delivering the package according to your request. Kulani Kinis and Aus Post will not be able to send a replacement order or refund you for the order should any loss or damage occur.

Lost Shipments

If your tracking shows your order has been delivered, but you can’t find your package we will always do our best to help!

We ask that you first to look around your home or apartment complex and ask family, roommates, neighbors, and building management if they have seen your package.

If you still have no luck in locating the package, then please contact DHL yourself in addition to emailing us. Please email us at info@kulanikinis.com and be sure to include your name and order number in the email.

Once you've emailed us, we will also open an investigation with DHL where every step and detail of the delivery is checked and the driver that delivered package is interviewed if possible. Due to formalities and time differences, the process of gathering information with DHL may take more than 5 business days.

After the investigation is completed, if your package is declared lost by DHL, we can then discuss a replacement.

Please keep in mind that if you gave DHL the authority to leave your package without your signature and DHL have confirmed that all required steps were taken on their end to deliver your package correctly, we will not be able to help with a refund or replacement as you have accepted liability for the package by waiving the signature requirement.

Refusing a Delivery

While we hope this never happens, you are more than welcome to refuse the delivery of your order. However, please know the costs of shipping your order, the cost of shipping your order back to us, and any duties/taxes paid on your behalf will be deducted from your refund. Your refund will be processed when the package is received and inspected at our base in Sydney, Australia. 

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