Online Policies
Your order
Once your order has been successfully placed, you will receive a confirmation email containing your order details and order number. Please check your spam/junk in case this automated email has filtered through there.
Please allow 1-3 business days for your order to be processed and packed before being dispatched. Once successfully dispatched you will receive a shipping confirmation email containing your tracking number and shipping details. During busy seasons, processing times may be longer.
If you have any questions or concerns regarding your order, please contact us here.
Please also note, Kundu Shell reserves the right to cancel your order for any reason at any time, including but not limited to; unavailability of product, an error in the price, image or product description or an error in your order. In the event this occurs, we will contact you by email to let you know and will provide you with the option of receiving a store credit or refund.
Cancellations
You are welcome to cancel all or part of an order before it has been booked for dispatch with our shipping courier. Please contact our customer care team as soon as possible in order to initiate this process. You can choose to receive a store credit voucher or refund, in the event your cancellation is approved and actioned before dispatch to you.
After an order reaches the dispatch processing stage, cancellations or changes are not permitted.
As we aim to process your order as soon as possible, requests for cancellations sent via email may be missed. We recommend contacting our team via Phone or Live Chat (opening hours) for immediate assistance. Cancellation requests missed via email cannot be amended.
Our products
We strive to ensure that all products are accurately described on our online store. In the rare event that there is an error, Kundu Shell reserves the right to correct this at any time.
In some cases, the products we provide are handmade from natural and/or organic materials. For this very reason, there may be minor variations between the online product image(s) and the product you physically receive. For these items, minor variations within products cannot be classed as a fault.
Although we strive to display our product as accurately as possible, some of our items' colours may appear slightly differently on different displays and screens. This is not a fault or error.
Faults and Damages
If you notice after a product arrives that it is missing parts, is faulty, is defective or has been damaged, please take photos or video clearly illustrating the problem and contact us as soon as possible.
The best solution to any product fault depends on the nature of the fault itself. We will work collaboratively with you to find a solution that meets your rights under the Australian Consumer Law. However, you will not be entitled to a remedy for:
- Normal wear and tear
- Damage arising from improper assembly or modification
- Damage arising from abnormal use or abuse
- Damage, wear and tear you cause after delivery (e.g. fabric, leather or timber)
- Damage resulting from a failure to take reasonable care to prevent the product from being of acceptable quality
- Damage to product packaging only
- Damage occurring during your own handling
- Damage caused during all transportation of goods
Kindly note, many of our products are handmade in small villages and as such products may slightly vary from the product image online. These minor variances are seen as part of the handmade charm and are not considered a fault.
Returns and Refunds
To the extent permitted by Australian Consumer Law, Kundu Shell does not offer refunds.
We do however, offer returns within 30 days from the date of delivery to you. All return items will be issued with a store credit voucher to use at a later date. Please see our full Returns Policy & Processes here.
Exchanges
If you wish to place an exchange order please select 'exchange' as your return resolution when lodging your return online. Please ensure you make note of what item you wish to exchange for so this can be reserved and arranged by our team. Please note, you will be required to pay the shipping fee of your exchange item as we do not offer free shipping on exchange orders.
Holds & Reservations
Item holds & reservations are only available for existing customers who wish to exchange an item. Holds will be void in the event that you are unable to return your item within a reasonable timeframe.
Gift Cards
Gift Cards, once redeemed, may only be used for purchases on our online store. If a purchase made using a Gift Card is for less than the Gift Card amount, the remaining balance can be used at a later date. If a purchase made using a Gift Card is for more than the Gift Card amount, you will be required to pay the excess using another payment method. If an order made using a Gift Card is cancelled or returned, the portion of the purchase attributable to the Gift Card to be returned will be refunded as Gift Card only.
All Gift Cards expire 3 years from the date issue. Expiry dates cannot be modified. Any balance that remains after the expiry date will be void and unavailable for use. Gift Cards are not transferable and cannot be returned or exchanged for cash. Gift Cards and store credits cannot be used to purchase other Gift Cards.
Kundu Shell is not responsible for any loss or damage resulting from lost or stolen Gift Cards or Gift Cards used without permission. Lost, stolen or expired Gift Cards cannot be replaced or refunded.
Store Credit Vouchers
All store credit vouchers do not expire. You are not required to spend your store credit in full and can use the amount at your discretion over this period of time. Store credit vouchers strictly cannot be used in conjunction with a discount or promotional code.
Wrong Product Delivered
In the very rare, unexpected circumstance that the incorrect product/s have been delivered to you, please contact our customer care team immediately. We will arrange the return of the incorrect product at no cost to you, as well as amend your order within a timely manner.
Variations
All store Policies and Terms cannot be changed or amended by you. We may change our policies and Terms from time to time and as such, any and all changes will apply from the time they are published on our website. These changes will not impact existing orders. We encourage customers to read and understand all store Policies and Terms and contact us if you have any questions or concerns, prior to making purchase.