ORDERS + DELIVERY INFORMATION
At katkilburn.com we manufacture each product as each order is placed. Each item is produced within Australia, using Australian fabrics & printers, a local seamstress and Australian produced packaging. Our art prints and greeting cards range are produced by an Australian Certified Sustainable Green Printer. All of our homewares are produced within Australia by an eco-conscious locally owned boutique textile studio. Both companies work with natural fibre fabrics + papers and print with non toxic, solvent free, water based pigment inks. Committed to running a low impact sustainable practice and only printing what is needed - there's no overproduction, what little wastage fabric + paper there is, gets repurposed or recycled through recycling programs.
So hang in there honey’s! Our orders may take a while. But we promise, they are worth the wait! We will give you updates on production times and ETA along the way!
We believe that getting you your beautiful and sustainable goodies is the most important thing we can do once you've pressed that buy button. So we make sure we ship everything as soon as we can and we send all orders in gorgeous biodegradable and recyclable wrapping - so you receive a little bit of luxury. Everything is sent in recycled boxes and our tape is even made of biodegradable paper!
Please note that during busy periods (i.e. major promotions, sale periods and Christmas) our handling times may increase by a day or two as we try to get through everything. We'll do our very best to get everything out the door as quickly as possible, but if you have any concerns or questions please contact our customer care team at design@katkilburn.com and we'll do everything we can to assist.
Orders in Australia
Our delivery fees are a flat $15 for orders within Australia. We will ship your order within 20 business days from when the order is placed. Once you place your order on www.katkilburn.com, you should receive an email to confirm your order.
To ensure your order arrives safely and securely we require Australia Post to get a signature on delivery. If you don't want this option and are happy for Australia Post to leave your order in a secure location at your address then please email design@katkilburn.com to let us know. Note that Australia Post use their discretion with deliveries and if there's nowhere secure to leave the order, they may take the order to the Post Office, so please be specific with any instructions.
Please note that if you select 'Authority to Leave' then you do so at your own risk we may not be able to help you if your order is misplaced or stolen. We don't advise 'Authority to Leave' as an option so please select this only if you have a safe and secure location for your order to be left.
International Orders
Please note there are still delays on international orders due to limited airline capacity.
To track your order, please go to https://auspost.com.au/mypost/track/#/search
Please note that we may not be able to ship very large or heavy orders depending on your location. We will contact you as soon as possible if there are any issues.
Delivery Terms
1. We will process and start production on all orders within 1-2 working days. Sale periods or site-wide promotions may impact handling times.
2. Within Australia, your delivery will be received within 1-2 days. In more remote, and regional, areas this can take longer. Please allow up to 10 working days to receive an order. Tracking numbers will be provided on your shipping confirmation email and these can be used to track your order with Australia Post.
3. International orders are delivered via Australia Post and usually take between 5 and 15 working days. Please allow up to 31 working days. We have an express option available for most countries - please contact us for an estimate on how long this service will take to your location.
4. For international orders, you may incur duties or tax on your order. We are not responsible for those fees and these will be payable by you.
5. Orders will be sent to the delivery address that you have submitted with your order. We cannot be held responsible if that delivery address is incorrect.
6. We use only reputable delivery companies, however, we do not accept any liability for delayed delivery caused by any third party.
7. Delivery, within Australia, is a flat rate of $15.
8. Delivery internationally starts at $10.
9. Missing or non delivered parcels need to be reported to us within 30 days within Australia and 60 days internationally. Any orders returned to us due to incorrect delivery address or unclaimed through the post office will be refunded for the product component only. You need to contact us to arrange redelivery within 30 days of dispatch, after which the refund will be processed.
RETURNS
Change of Mind
We accept returns on our products* provided they are returned in the same condition as they were bought and have not been used, opened or the seal broken. If you change your mind you can return the product to the address below and please include your original packing slip or a copy of your tax invoice. We do not refund the delivery costs.
Change of mind returns are not available for cosmetics, fragrances, underwear, period underwear, menstrual cups, reusable sanitary pads, feminine hygiene products or gift cards.
All returns must be received within 28 days.
We strongly advise returning your order with tracking as we can't be responsible for items that go missing before they reach us.
We will process all returns within 7 days of receiving them.
Also please note we don't refund delivery costs.
Exchanges are possible. We don't cover additional shipping costs for replacements so these will be charged to you.
Damaged or Incorrect Items
If your item is damaged/faulty or you believe the product is incorrect somehow please contact us asap. We do not refund for natural wear and tear or for damage caused post receipt.
Returns Address
Please send returns to:
Kat Kilburn
19 Wisteria Court
Tallebudgera Valley
Queensland
4228
If you have any other queries regarding returns, please email our customer care team at design@katkilburn.com