FAQs / Frågor och Svar

 

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.

If you can't find an answer to your question here please contact our lovely customer experience team between 9am-5pm Monday to Friday on +61 3 9645 6346 or email us at info@kikki-k.com. We'd love to help you with your enquiry.

SHOPPING WITH US


How can I cancel an order that I’ve placed?

If you’d like to cancel an order within 24 hours of placing it, please email us at info@kikki-k.com with your order number and we’ll do what we can to help.

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.
However, you may be able to cancel your order and place a new one instead. Please contact us and we'd love to see how we can help.

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 do I do if I want a refund or exchange on a kikki.K product?
You’re welcome to take the items into any of our retail stores, where our team members will be able to help you with an exchange, credit note or refund.

Alternatively, you can post the items directly to our Head Office with a completed Return Form and we will contact you as soon as it arrives.

For more information, please refer to our Returns Policy page or contact us at info@kikki-k.com.

What do I do if I have received a faulty product?
Please bring your product into your local kikki.K store or contact us at info@kikki-k.com providing photos and proof of purchase, and our team would love to assist further.

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.
• 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 and we will find an alternative solution to help you place your order online.


SHIPPING AND DELIVERY


Do you ship internationally?

Yes, we ship worldwide. Please make sure you select your region (Australia, New Zealand, Singapore, Hong Kong, USA, UK, Sweden or Worldwide stores) 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 long does it take to process an order?
If you place an order on a weekend, your order should be processed the following business day. Please note this can take longer during sale or busy periods. We recommend allowing 1-2 business days from placing your order.

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. If your delivery address is in Australia or New Zealand, you can track your parcel on the Australia Post website here. For all other countries, you can track your parcel on the Singapore Post website here. Please allow up to 24 hours from receiving the dispatch email for your tracking information.

Which carrier will handle my parcel?
Depending on the destination country, we use a variety of postal services. Click here to see which postal service should handle your parcel. For all other countries, please contact us at info@kikki-k.com and we’d love to help.

I haven’t received my order, what do I do?
You will receive a tracking number one 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 info@kikki-k.com with your order number and tracking number.

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. Orders returned to our warehouse due to unpaid customs duties/foreign taxes will be cancelled and refunded.

If you decide not to pay for the customs fee, the parcel will eventually be returned to our Head Office, where we will then be able to refund you for your order.

For all other questions about shipping, please visit it our Shipping and Delivery page.


MEMBER ENQUIRIES


How do I become a kikki.K member?

You can become a member and create an online shopping 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 each Monday. If you don’t receive your welcome treat within 8 days of signing up, please email us at info@kikki-k.com 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 info@kikki-k.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.

Does kikki.K offer a student discount?
Yes we do! It’s only applicable in our kikki.K boutiques as we’ll need you to present your student ID. Visit our Students page for more information and inspiration.

For more information about beoming a kikki.K Member, please visit it our Membership page.


STOCK ENQUIRIES


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.

I love a product that’s ‘Coming Soon’. When will it be available?
If you click the ‘Coming Soon, Notify Me’ button on the website, you’ll be notified by email when it’s in stock. Make sure you’re also signed up as a member to be one of the first to know about gorgeous new styles.

I love a product that’s ‘Back Soon’. When will it become available again?
If you click the ‘Back Soon, Notify Me’ button on the website, you’ll be notified by email if/when it’s back in stock.

I love a product that’s ‘Instore Only’ / 'Unavailable'. How can I purchase it?
Unfortunately if an item is ‘Instore Only’, it is no longer available to purchase on our website. If you have a local store in your country we do encourage you to contact them directly to see if the product is available. For countries that do not have local stores, please contact info@kikki-k.com to see if our team can assist you further.


GIFT VOUCHERS AND SERVICES


Can I spend online gift vouchers in kikki.K stores, and store vouchers online?

You sure can! You can redeem kikki.K gift vouchers at any kikki.K store including kikki.K online. Please note that gift vouchers cannot be used to purchase another gift voucher online. 

My Gift Voucher has expired; can I have a new one?
Please email us at info@kikki-k.com with your full name, gift card number and order number (if purchased online) and we’d love to see what we can do for you.

I have just purchased an online Gift Voucher, when will the recipient receive this?
When a Gift Voucher has been purchased on our website, it can take up to 3 hours for the vouchers to be sent to the recipient.

Does kikki.K offer an online gift wrapping service?
Due to the high volume of online internet orders, we unfortunately don’t offer a gift wrapping service. Please note that the products will be sent in very neat packaging. Alternatively, you can chose to purchase a gorgeous Cloth Gift Bag exclusive to online orders.

Do you custom make products, or offer embossing?
We don't custom make any kikki.K products. All products come as they are seen on the website. Unfortunately we don't offer an embossing service, but we are happy for you to emboss on our products. Alternatively, if you’d like to explore customising and personalising Journals, Notepads, Calendars, Memory Books, and Photo Books, visit create.kikki-k.com.


OTHER QUESTIONS


Does kikki.K offer corporate discounts?

We sure do! We offer discounts to corporate orders that are AUD $1000.00 and over. If you would like a quote, please call our Head Office on +613 9645 6346 or submit an enquiry here.

How do I obtain sponsorship/donation from kikki.K for my company/event?
All sponsorship/donation requests can be forwarded to info@kikki-k.com and we aim to give you an answer within one working week. Please note, we receive several of these requests on a daily basis and we'll consider each one before we get back to you.

Does kikki.K offer wholesale opportunities?
kikki.K is a privately owned company with our focus being on our gorgeous retail stores. This unfortunately limits other areas of the business, including wholesale and other partnership agreements. kikki.K does not currently offer wholesale opportunities.

Does kikki.K offer franchise opportunities?
Yes! Visit our Franchise Opportunities page for more information.

Do you have a catalogue?
From time to time we do have printed catalogues, but not that often. All of our gorgeous products are available to view on our website, where you'll also be the first to see all our coming soon and newest product releases.

I’d love to work for kikki.K. Are there any positions available?
All positions that are available can be viewed and applied for on our website here.

How do I contact Create with kikki.K (digital photo keepsakes) Customer Service?
For Create with kikki.K Customer Service call +61 3 9999 1109, fill out our online contact form or email create@kikki-k.com (emails over 6mb will not be received).

Where are your kikki.K stores located?
Please click here to find your nearest store location. This can also be found under the Locate A Store link at the top of our website.

I have purchased a kikki.K Leather Planner and the leather is not perfect. What can I do?
Your kikki.K Planner is handmade using natural materials which means no two Planners are the same. Due to the nature of leather, there may be some slight irregularities in the leather colour and size of the grain. Each leather planner will have natural signatures like wrinkles, blemishes and other markings. You’ll also find your kikki.K Planner’s stylish cotton lining is screen printed by hand to ensure each Planner is beautifully unique. Enjoy your kikki.K Planner for years to come by keeping it clean with a damp cloth.

Do you have any product care information for my Stockholm product?
Your kikki.K premium leather product is made from natural, untreated leather. This means it will mature beautifully if treated properly. There will be some slight irregularities in the leather colour and size of the grains. Each item will have natural signatures like wrinkles, blemishes and other markings. As the leather softens with age and use, these characteristics will be enhanced, making each item unique.

USE IT FOR YEARS TO COME
So you can stay organised in style with your Stockholm Collection item for many years to come, we recommend caring for it with these things in mind:
• Leather items are best stored in a dry, cool place. It’s important to avoid damp and wet conditions. Store in your kikki.K protector bag when not in use.
• Leather can be discoloured by direct sources of heat, prolonged exposure to sunlight. There is always a risk of a slight discolouration.
• Please be aware that the leather might mark light coloured fabrics. Please also note that heavily dyed fabrics, such as raw denim, might discolour the leather.

 

Enjoy a welcome voucher when you sign up to be a kikki.K member* Sign Up >

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