COVID-19 Shipping PolicyDuring this uncertainty, the safety and wellbeing of our customers, people and parters is our number one priority. At present, we are operating as close to ‘business as usual’ as absolutely possible. With that being said, Australia Post have advised us of some delivery delays.
We are working hard to ensure our Kappi family - that’s you - remains as safe as possible during this time, and have implemented a number of added precautionary measures below.
Please know that we are closely monitoring the latest advice from the World Health Organisation, along with local and national Government bodies to review our approach as the situation in Australia and New Zealand evolves.
Deliveries : Within Australia
Australia Post is now currently experiencing some delivery delays due to limited flights, social distancing requirements and increased parcel volumes. This applies for both domestic and international delivery
Essentially, Australia Post are operating with a rapid increase in parcel volumes as more people shop online, with increasingly limited flights available for cross-country deliveries. They are also practicing many new social-distancing measures which unfortunately across their network which reduces productivity time.
Express Post is still available, however parcels may not be delivered next business day every single time. The guarantee of next day delivery with the Express Post network has been temporarily suspended due to the significant reduction of domestic passenger flights (which carry parcels), social distancing and hygiene requirements in our network, and the increase in volumes.
Australia Post have also implemented social distancing deliveries. They will deliver your order and sign for you in your presence to limit contact. Again their focus is on the health and safety of their team and keeping operational so bear that in mind.
Don’t hesitate to reach out to either us or Australia Post if you have any concerns about the whereabouts of your order. We will do our absolute best to help you.
You can track your delivery through parcel tracking, the chatbot and the MyPost App. For the latest information about delays and impacts please visit auspost.com.au
If you're an international customer (hello!), please click here first to see Australia Post's delivery updates for your country
Australia Post is currently experiencing significant delivery delays due to limited airline capacity and government restrictions within international destinations due to COVID-19. Whilst Australia Post are working with partner airlines and other postal operators to move items as quickly as possible, due to the ever-changing situation, delays may occur in all destination countries.
Packaging and Orders
Your orders are safe : our warehouse team are doing everything they possibly can to ensure your safety. Our packaging staff have increased access to hand sanitisers, along with gloves and protective equipment where required.
We have decided that in order to keep our packaging team as safe as possible, we will be maximising their working from home time.
Simply, this means that all orders will now be packed on Monday, Wednesday and Friday each week, in place of every business day. We apologise that this may cause a slight delay in getting your order to you, however it is our responsibility to keep our employees safe during this time.
Our packing team are also practicing social distancing extremely efficiently, and their reduced onsite hours will support this.
Returns + Refund Policy
If you’re having any issues at all with your products, we’re here to help. Please send us an email at email@example.com and one of our lovely customer service team-members will help you figure it out!
We gladly accept returns of unused items within 30 days of receipt of purchase.
To innate a return, please contact us at firstname.lastname@example.org and we’ll arrange it for you.
*Please note that all items must be returned unused, and in their original packaging for a refund to be processed. Once the item is received and inspected by us, we will process your refund.
Contact our customer service team at email@example.com and we can arrange the return for you.
Please note that you will be responsible for any return postage costs. We are unable to refund any shipping paid in your order.
It’s very important that you include your order number into the package somewhere (you can write this on the shipping label or pop a note into the returning item, this is important so that the dispatch team knows who to refund the item to).
Australian customers only. If you are wanting to exchange a product, we will pay for the shipping to get the new products back to you. If your item is faulty, we will replace it for you. Please contact our team at firstname.lastname@example.org to arrange an exchange.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We offer a 12 month warranty on all of our products! If you have received a faulty product, we will simply replace it for you as we believe in the quality and durability of our products. Please get in touch with our team at email@example.com. Please provide photo/video evidence of your product’s fault so we can assist you to the best of our ability.