Shipping Policy
Processing time
After completing checkout, your order enters our processing queue. Processing typically takes 3-5 business days. Once your order has been dispatched from our warehouse, it will be shipped to you.
It's important to note that this processing time is separate from the shipping time. Therefore, the total time it will take for you to receive your order will be the processing time plus the shipping time.
Additionally, please be aware that we ship orders exclusively on business days (Monday through Friday). Any orders placed over the weekend or during public holidays will be processed on the following business day.
Shipping Times
- Australia - Estimate delivery time is 7-12 business days (remote areas, Adelaide, Cairns and Tasmania may take longer and are not included in this estimate)
- Please note the delivery times are estimated.
UPDATE: Due to an exceptionally busy season for local carriers in Australia, our shipping times may be delayed beyond our usual lead times. We’re working hard to get your order to you as quickly as possible and appreciate your understanding during this busy period.
Shipment Confirmation & Order tracking
- A tracking number will be added to your order details as soon as they are available. You will be notified via email so that you can keep track of the delivery status every step of the way.
- My tracking says "No information available at the moment". For some shipping companies, it takes 1-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
- My tracking says "Sender preparing parcel for pick-up". This means that the local shipping carrier has not yet received the package from our warehouse. Please allow some extra time for the local carrier to pick it up.
- As much as we want our customers to receive their packages as quickly as possible, unfortunately, we don’t have control over how fast local carriers deliver their packages.
- We encourage you to contact the local shipping carrier first to find out your options. Please use tracking number as a reference.
I HAVE NOT RECEIVED MY ORDER CONFIRMATION, WHAT SHOULD I DO?
Order confirmations are sent immediately after placing your order. If you haven’t received yours, please check your junk, spam, or promotions folder. It’s also possible there was a typo in your email address. If needed, please contact our customer service team for assistance.
Cancellations and Changes
- Address changes and cancellations may not be available due to our quick turn around time.
- Please email us at contact@kousely.com and provide your order number, first and last name on the order, or email you provided us when you purchased.
- Note that we are unable to allow any amendments once the order has been placed. Please contact the shipping service directly with address issues.
- Should your parcel be returned to sender you will be responsible for additional shipping costs.
- If your order fails to deliver or is delivered to the wrong address due to providing incorrect address, incorrect email or not including any contact numbers, we are not liable for reshipment or refund (Our Insured Shipping doesn't cover this).
- If an error was made on the address you used, please contact us immediately. We cannot guarantee that we will be able to change your address, but the quicker you contact us, the more likely we will be able to make that change.
Damages
- If you receive damaged merchandise, please take a picture and email us the picture at contact@kousely.com right away.
Please note that we reserve the right to modify this Shipping Policy at any time, and it is the responsibility of the customer to review the most recent version of the Shipping policy before purchasing and using our products. By purchasing and continuing to use kousely products, customers are indicating their acceptance of this Shipping policy.