Q: Typical postage and dispatch times

Australian: It usually takes us 2-3 business days to dispatch, although can be longer during peak launch, sale and holiday periods. With our Boxing Day Sales, it will take up to 5 business days for our Team to pick and pack your orders. After dispatch from our warehouse, shipping within Australia generally takes between 2-8 business days. For Express Post orders (which we don't offer during large sale events or stocktake) shipping will typically take 2-3 days from dispatch. We are unable to offer same-day dispatch. During sale and peak launch times dispatch will take longer than usual. Please be patient while we will pick, pack and ship your order as soon as possible. NZ: After dispatch from our warehouse, shipping generally takes between 5-10 business days. During sale times dispatch will take longer than usual. Please be patient while we will pick, pack and ship your order as soon as possible. USA & Canada: After dispatch from our warehouse, shipping generally takes between 5-15 business days. During sale times dispatch will take longer than usual. Please be patient while we will pick, pack and ship your order as soon as possible. International orders: Please contact us at hello@kipandco.com.au for approximate timeframes for all other countries.

Question 1

How can I pay?

Accepted Answer

We take reasonable care to make our site secure. We accept payments by Visa, Mastercard, American Express, Afterpay (in Australia) or PayPal. Payment will be debited and cleared from your account upon order of your Kip&Co product. For Afterpay terms and conditions please head to https://www.afterpay.com/en-AU/terms-of-service.

Question 2

What about exchanges and returns?

Accepted Answer

Before initiating a return, please make sure that your item qualifies (for example, there are no returns on items purchased on sale unless they're faulty).

If your item qualifies, and it's a change of mind return or exchange, you'll also need to cover return postage and the postage to ship your order out again. Click here for more detailed Returns information.

Question 3

How do I care for my Kip&Co products?

Accepted Answer

We take time with each of our suppliers to determine the best possible care instructions for each item. It’s important that you take the time to read an follow those instructions to ensure the longevity of your Kip&Co goods. These can be found on the product label and on the individual product listings online.

We strongly recommend you cold wash colourful items separately first and do not leave items sitting wet in the machine.

Additionally, items left in the sun for prolonged periods - whether on the line or in direct sunlight inside - might fade.

Question 4

Are you keeping my private information secure?

Accepted Answer

Your privacy is important to us, and we only collect and keep information that you provide to us that is essential in completing a successful transaction with you. By placing an order with Kip&Co, you give us the authority to contact you in the future with any promotional emails, exclusive sale offers and new product updates. You will be able to opt out of this correspondence upon receipt.

Question 5

How do I earn Dream Team points?

Accepted Answer

We have updated our loyalty program with more perks!

The more you shop, the more points you earn. We have three tiers for our Dream team members, the more or less you spend will determine which tier you sit within, each tier has different perks and promos!

You can earn points to spend in many ways, including every time you shop. For more information on our Dream Team Loyalty program, and how to earn & spend your points visit our Rewards page for more.

Question 6

What is a Kip&Co Bed Bundle?

Accepted Answer

You can build the bed of your dreams and save 15% on 3 items and 20% on 4+ full priced bedding items. Mix and match Kip&Co original designs across organic cotton, French flax linen, Mulberry silk, velvet and more! Sweet dreams and sweet savings are just a bundle away.

Question 7

How can I contact Kip&Co?

Accepted Answer

Our customer care team is small but dedicated to providing you with great style advice, customer care, product information and any other assistance you might need. Please email us at hello@kipandco.com.au.

Question 8

Is Zip Pay suitable for everyday purchase?

Accepted Answer

Zip is perfect for everyday purchases and offers the ability to transact just about everywhere, so you can manage all your expenses in one place and repay on a schedule that suits you.

To shop online, use the Zip mobile app and generate a single-use card at the checkout anywhere Visa is accepted.

Question 9

Do Kip&Co offer a gift registry service?

Accepted Answer

We sure do! Launched in late 2023, you can create and share a registry for your most important occasions, from a wedding registry or a baby registry through to a birthday registry. Learn more here.

Question 10

Typical postage and dispatch times

Accepted Answer

Australian: It usually takes us 2-3 business days to dispatch, although can be longer during peak launch, sale and holiday periods.
With our Boxing Day Sales, it will take up to 5 business days for our Team to pick and pack your orders.

After dispatch from our warehouse, shipping within Australia generally takes between 2-8 business days.

For Express Post orders (which we don't offer during large sale events or stocktake) shipping will typically take 2-3 days from dispatch. We are unable to offer same-day dispatch.

During sale and peak launch times dispatch will take longer than usual. Please be patient while we will pick, pack and ship your order as soon as possible.

NZ: After dispatch from our warehouse, shipping generally takes between 5-10 business days. During sale times dispatch will take longer than usual. Please be patient while we will pick, pack and ship your order as soon as possible.

USA & Canada: After dispatch from our warehouse, shipping generally takes between 5-15 business days. During sale times dispatch will take longer than usual. Please be patient while we will pick, pack and ship your order as soon as possible.

International orders: Please contact us at hello@kipandco.com.au for approximate timeframes for all other countries.

Question 11

Do you sell gift vouchers?

Accepted Answer

We sure do! You can buy gift vouchers online here - for Australia or the USA.

Question 12

What size bedding do I need?

Accepted Answer

Our range is based on standard Australian bedding sizes.

Question 13

Where are your products made?

Accepted Answer

We have a dedicated team of suppliers, each of them hand selected by Kate, Hayley and Alex. To become a Kip&Co supplier, you must meet our responsible sourcing requirements (see more on Our Ethos page) which set out expectations on safe and fair working conditions, integrity and transparency in dealings, and improved environmental outcomes. Suppliers are audited on a biennial basis and Kate, Hayley and Alex visit them in person.

The vast majority of our suppliers are based in India, using locally grown, woven and dyed fabrics. The suppliers are all family run businesses, and many of them have been with Kip&Co since we started in 2012. Our linen is French Flax, grown in France, but woven and dyed and manufactured in India. Our apparel is made in China, consistent with the specialty skills developed there. We use a range of fabrics for apparel which change season to season. For information on a particular fabric's origin, please email hello@kipandco.com.au- we're more than happy to talk fabric any day of the week! That's our happy place.

Question 14

Can I use loyalty points or vouchers on a Bed Bundle?

Accepted Answer

Unfortunately, you cannot use points on a bed bundle. However, You can earn points when buying a bed bundle, but you can't use points or vouchers when to purchase one, as the bundle is already at a discounted price.

Question 15

How much can I save on a Bed Bundle?

Accepted Answer

Your core bundle essentials are a quilt, pillowcase and flat or fitted sheet. These three items can be selected to make a bundle giving you 15% off.

But wait, there's more! You can then add up to 3 more full price bedding products (extras) to get 20% off your entire bundle.

Note: Only full price products can be included in a bundle.

Question 16

When can I expect a reply to my email?

Accepted Answer

Our customer care team is small but dedicated to providing you with great style advice, customer care, product information and any other assistance you might need. Please email us at hello@kipandco.com.au.bWe will do our best to respond within one business day Monday - Friday AEST. If you’re based outside of Australia, please note our customer service team is based in Melbourne, Australia and will respond during the Australian business day. During sale times, we may take 2-3 days to get back to you, as there is often a large volume of enquiries.

Question 17

Where can I shop with Zip?

Accepted Answer

See the full list where you can shop with Zip: https://zip.co/au/shop

Shop everywhere online where Visa is accepted with Zip's single-use card feature on the Zip mobile app.^ Or shop anywhere instore you see Zip at checkout - we're partnered with 40,000+ retail stores.

Additionally, you can use your Zip account to pay BPAY bills and buy gift cards for food, fuel and subscriptions.

Question 18

Delivery costs & shipping locations

Accepted Answer

Australia: Aust Post - FREE standard shipping on orders over $200.

- 10 Standard Shipping (Normally 2-5 business days from dispatch - WA / NT may take a few extra days).

- $20 Express Post (Normally 1-3 business days from dispatch).

New Zealand Shipping - FREE Australia Post Standard shipping on orders over AUD$300.

- Or AUD $20 for standard Australia Post shipping or AUD$30 DHL Express shipping. Rugs and other items may not be available to ship to NZ. (Note: Extra customs duties payable by customers for orders over NZ $1000 value.)

For other countries, please see our shipping page.

We also offer to ship to Australia Post Collection Points, which includes 700+ 24/7 parcel lockers and 4,000+ Post Offices across Australia.

NZ: Australia Post International delivery is free on orders of physical goods over $300 AUD. Or delivery is $20 AUD for standard and $30 AUD per order for DHL Express when you order less than $300 AUD. You will be liable for all import duties, customs on orders where applicable at the point of, or after delivery for all orders over $1000. Kip&Co prices and shipping rates DO NOT include these duties, customs which are the sole responsibility of the customer. Kip&Co will not accept returns or provide any refunds for duties or customs. Kip&Co will not accept 'return to sender' where duties, customs have not been paid. Please contact your local customs office to find out the charges that will apply to your purchase before you order with us.

USA & Canada

- Flat rate $20A UD Standard Shipping and we use Australia Post Economy Air

- Flat rate $30 AUD Express Post and we use DHL

Other countries we ship to:

UK - Flat rate $45 AUD. Please note, we do not ship to Ireland

Europe - Flat rate $45 AUD for selected European Countries
Belgium
France
Germany
Greece
Italy
Netherlands
Poland
Portugal
Spain
Switzerland

Asia - Flat rate $85 AUD for selected Asian Countries
Africa
Bangladesh
China
Hong Kong
India
Indonesia
Japan
Malaysia
Singapore
South Korea
Taiwan
UAE

Question 19

Exclusions from returns

Accepted Answer

We cannot offer returns, exchange or refunds on:

- Items that are marked down or are purchased during a sale or offer event

- Gift vouchers

- Items purchased from a Kip&Co stockist. You'll need to contact the store directly

- Due to hygiene standards we do not offer returns on any underwear or swimwear unless deemed faulty

- Products that are damaged upon opening or damaged through unreasonable wear and tear

- Kip&Co does not offer refunds on items that are showing our courier service is able to evidence as ‘delivered’

Question 20

Can I cancel an order after it’s been confirmed?

Accepted Answer

Kip&Co has absolute discretion regarding requests for cancellation or amendment of an order, with the exception of sale or promo code orders which cannot be cancelled or amended. Please email hello@kipandco.com.au with any queries. We are often unable to assist simply due to the speed at which our warehouse usually processes orders.

Question 21

How do I find the traditional place name?

Accepted Answer

To find an area’s Traditional Place name, you can get in touch with the Aboriginal and Torres Strait Islander Councils of Cultural Centres in your locality, or you can check out the AIATIS map which shows the general locations of larger group of people.

Question 22

Are your garments and bedding the same colour as they appear on the website?

Accepted Answer

We take all measures to ensure the product image is colour matched. Please use the product image on our website as a colour reference, however we note that there are variances between colour settings on individual computers. Exchanges for discrepancy in colour will be treated as a change of mind and our standard refund and exchange terms apply.

Question 23

What if I have more questions?

Accepted Answer

We're here to help! If you are still looking for answers to your Dream Team questions, please head to our Dream Team Page.

Or please send your questions to: hello@kipandco.com.au

Question 24

What are the Bed Bundle conditions?

Accepted Answer

- Only full priced items can be included in a bedding bundle.

- No further discounts apply to any bed bundle, so you cannot use codes, vouchers or loyalty points on orders that contain a bed bundle.

- You must have a minimum of three items to quality for the first bundle discount level of 15%. 4-6 items will automatically make all items in the bundle 20% off.

- The bundle discount will only be applied if you use this bed bundle tool to build it.

Have any other questions? Please reach out to our team on hello@kipandco.com.au.

Question 25

Can I contact you via phone?

Accepted Answer

We’re always happy to get your email but don’t have a contact phone number.

Question 26

How do repayments work?

Accepted Answer

Repayments are automatically direct debited from the payment method that you added when you created the account. You can change the payment method at any time and the frequency of your payments to weekly, fortnightly or monthly as long as you're covering the minimum monthly repayments. Choose what works best for you.

Question 27

Change of mind

Accepted Answer

If for some reason you are not happy with your Kip&Co goodies, and your purchase wasn't made during a sale period, you are eligible for either a refund, exchange or store credit pending your return meets our return conditions.

Conditions:

You must lodge your return request online within 10 days of receipt of goods. You need to subsequently lodge your parcel at the Post Office within 15 business days.Your goods must be unwashed, unused and in original product packaging with tags intact. You will be required to cover the cost of return postage. If you are returning for a refund or store credit, your initial postage fee will not be refunded or included in the credit note. If you are returning for exchange you will also need to pay postage on the new order.

Question 28

Are the items I want to order in stock?

Accepted Answer

All orders are subject to availability. If an order is received that cannot be filled, we will issue a refund for that item. Items in a cart or wish list are not reserved. Sometimes our customers are faster than our servers and on rare occasions we may need to cancel orders if we find that stock is not available for you.

Question 29

How often should I change my sheets?

Accepted Answer

Totally up to you! On average, Australians change their sheets weekly, but it all depends on how you use them (wink wink), where you live, if you have pets etc.

Question 30

What are the fees?

Accepted Answer

With Zip Pay a $9.95 monthly account fee applies, we will waive the fee if you pay your statement closing balance in full, by the due date.

With Zip Money a $9.95 monthly account fee applies which is waived if you have nothing owing.

*Zip Pay - Minimum monthly repayments are required. A monthly account fee of $9.95 applies and is subject to change. Pay your closing balance in full by the due date each month and we’ll waive the fee. Available to approved applicants only and subject to completion of satisfactory credit check. Other charges may be payable. T&Cs apply.

*Zip Money - Interest free term subject to minimum spend and promotional partner offer. Available to approved applicants only and subject to completion of satisfactory credit check. Instalment plan splits eligible purchases of $300 and above into equal repayments within the interest free period. The repayment advertised will repay the transaction balance within the interest free period. A monthly account fee of $9.95 will also apply and a one-off establishment fee may apply for new customers. Minimum monthly payments are required -paying only the minimum monthly repayment may not necessarily repay a purchase within the interest free period. Any balance outstanding at the expiry of the interest free period will be charged at the applicable variable rate. The applicable standard variable rate is 25.9% per annum, as at 1 May 2023. Interest, fees and charges are subject to change. Terms & conditions apply and are available on application. See your contract for further details. Credit provided by ZipMoney Payments Pty Ltd (ABN 58 164 440 993), Australian Credit Licence Number 441878.

Question 31

New Zealand & Other Countries: Additional Duties & Customs charges

Accepted Answer

New Zealand customers: Your GST is included in our price for orders under NZ$1000. However, any orders over NZ$1000 in value will attract duties charges of several hundred dollars when it arrives in New Zealand, so please plan for this additional expense in your purchasing.

All other countries: Kip&Co prices and shipping rates DO NOT include duties, customs and taxes of the countries we ship to, which are the sole responsibility of the customer.

Kip&Co will not accept returns or provide any refunds for duties or customs and taxes.

Kip&Co will not accept 'return to sender' where duties, customs and taxes have not been paid.

Please contact your local customs office to find out the charges that will apply to your purchase.

Question 32

How do I return my order?

Accepted Answer

If your return meets the conditions outlined above, then please lodge your return via our dedicated Kip&Co Australia Post Returns Portal.

If your return does not meet the conditions, and you send your item and it does not meet the requirements, you will not receive a refund or store credit.

If you are outside Australia, please contact hello@kipandco.com.au

Question 33

How do I know when you are having a sale?

Accepted Answer

To be get VIP access to offers, and behind the scenes goss on upcoming promotions and launches, join the squad and become a Dream Team member! To find out more perks click here.

You can also sign up for our newsletter and social media platforms and get exclusive offers, and subscriber sale previews. Only the good stuff. Pinky swear!

Click here to subscribe and also follow our socials links!

Question 34

What’s up with your velvet?

Accepted Answer

You may have experienced pilling and general fluff sneaking into your bedroom if you’ve ever owned velvet. It is normal for your velvet to pill because it is a pile fabric. It’ll become less with each wash over time and you can minimise the duration of the pilling by giving it a good shake outside, washing it inside out and then the correct way, and if you’re tumble drying, be sure to empty your filter prior to and after your velvet goes through. Eventually you’ll have no fluff at all. We can promise you that because we all have lots of velvet we love and cherish ourselves! We promise it doesn’t mean it’s faulty.

Question 35

How do refunds work?

Accepted Answer

If you return goods to a retailer and they agree to a refund, your Zip account will be credited with the agreed refund amount. The funds will then be put towards your owing balance or depending on the refund amount your account may be placed in credit.

Question 36

Domestic Tracking

Accepted Answer

Customers will receive a tracking number as part of our dispatch email, which you can use to track the progress of your order. In the interests of keeping your order as safe as possible, Kip&Co does not offer 'safe drop or authority to leave' as a delivery option as we’ve found this method of delivery very unreliable, regardless of the name of the service!

Kindly note that Australia Post has updated their delivery notification system! No more searching in your mailbox for "Sorry we missed you" cards. Instead, keep an eye on your inbox for an email or SMS notifications. You can also stay in the loop by downloading the AusPost app!

Question 37

Faulty or missing items

Accepted Answer

We take our product quality seriously at Kip&Co. In the unlikely event your item has a fault, please contact us at hello@kipandco.com.au to explain the issue. We also ask that you send photographs to show us the problem. Should the item be deemed faulty, we'll refund, exchange or replace the item free of charge and cover the postage to get the item to you. We may also ask you to return the item and we'll cover the cost of the postage.

Very occasionally our hardworking warehouse team make a mistake. If you've received the wrong item, please contact as at hello@kipandco.com.au. We'll send you out the correct item asap and we kindly ask that you retun the wrong item and we'll cover the cost of the postage.

If we need to process a refund for you, please allow 10 business days for the funds to be returned via our payment partners

We take all measures to ensure the product image is colour matched. Please use the product image on our website as a colour reference, however we note that there are variances between colour settings on individual computers and phones. Exchanges for discrepancy in colour will be treated as a Change of Mind (details above) and our standard refund and exchange terms apply.

Question 38

Do you offer gift wrapping?

Accepted Answer

Unfortunately we are unable to offer gift wrapping at this time - it’s just not something our warehouse is set up to do. We do, however, offer the opportunity for you to add a gift card and message at checkout for a small fee. Invoices and prices are never included in orders sent, as we do not add invoices to the physical parcel.

Question 39

I bought my item on sale, can I return or exchange it?

Accepted Answer

No, we don't offer returns or exchanges on items bought on sale.

Question 40

Is your linen buttery soft linen?

Accepted Answer

We’re on it! Over the last few years we’ve been working hard to find the perfect linen. We use French flax linen because it's the best quality in the world and we’re really happy with our current feel - it’s pre-washed so it has that beautiful buttery feel and will continue to soften over time. If you haven’t tried our linen for a while, give it a go - you won’t be disappointed!

Question 41

Availability

Accepted Answer

Sometimes our customers are faster than our servers and on rare occasions we may need to cancel orders if we find that stock is not available for you.

All orders with Kip&Co are subject to product availability. If an order is received that cannot be filled, we will issue you a refund for that item. Items in a cart or wish list are not reserved.

Question 42

What size am I in clothes?

Accepted Answer

We design to standard Australian sizing. However, we include size charts with all clothing items, which you can check at an individual product level.

Question 43

Missing or late orders

Accepted Answer

If your order has gone missing, please email us at hello@kipandco.com.au so we can resolve this for you. Please note, due to insurance limitations, if your parcel is lost in transit, we reserve the right to process a refund in lieu of shipping a replacement order. Kip&Co does not offer refunds on items that are showing our courier service is able to evidence as ‘delivered’.

Question 44

Traditional Place Names

Accepted Answer

We would love if you could make note the traditional place name of the land you reside on, within your return label. This is a way for us celebrate Indigenous culture and show our respect for the many traditional lands of Australia. It’s an important practical opportunity for us all to pause and learn about our traditional lands as part of our every day lives. To find an area’s Traditional Place name, you can get in touch with the Aboriginal and Torres Strait Islander Councils of Cultural Centres in your locality, or you can check out the AIATIS map which shows the general locations of larger group of people.

Question 45

Where do you ship?

Accepted Answer

For a full list of Countries and shipping prices, please check our shipping and returns page.

From Kip&Co US: kipandco.com. We ship within the USA & Canada.

Question 46

Sleep Easy Guarantee

Accepted Answer

Question 47

International Tracking

Accepted Answer

Hey there! At Kip&Co, we ship all our online orders using Australia Post, which hooks us up with international postal services.

How It Works: When we send out your order, Australia Post kicks things off and then hands it over to your local postal service for delivery.

In the United States: Once your package hits the US, USPS takes over to get it to your door. To track it within the US, just pop your tracking number into the USPS website.

In the United Kingdom: When your package arrives in the UK, Royal Mail takes charge of delivering it. To track it within the UK, use the Royal Mail website with your tracking number.

Question 48

I entered my address incorrectly, help!

Accepted Answer

Contact us on hello@kipandco.com.au asap! Our team will try to intercept your order before it leaves our warehouse to update your address. If it's already left, we can try a redirect with Australia Post but sometimes we may have to wait for it to be returned to sender.

Question 49

Can I pick up my order or drop off my return?

Accepted Answer

Sorry, we’re an online business so you need to follow the online returns process. Click here for Returns information.

Question 50

Can I send an item to someone else as a gift?

Accepted Answer

You can ship a gift direct by selecting ship to a different address at the checkout. We do offer for an extra cost, the option to select a gift message to go with your order. This is displayed in your cart before checkout as an option. All of our orders are paperless and no tax invoices are included. Unfortunately, we do not offer gift wrapping on our orders.

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