FAQS

FAQs

FREQUENTLY ASKED QUESTIONS

Ordering Online

 

How can I pay?

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.

 

Can I view prices in my local currency?

Prices are listed in AUD on www.kipandco.com.au with the exception of customers based in NZ, where prices are listed in NZD based on the exchange rate, on that day. Prices are listed in USD on www.kipandco.com

 

Is it possible for an order I’ve made to be cancelled by me after it’s been confirmed?

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.

 

How do pre-order items work?

Items listed as pre-order are available for purchase now but will be dispatched at a later date as outlined in the product description. Where a pre-order item is purchased in addition to an ‘in stock’ item, Kip&Co may hold your entire order until the pre-order item is ready for dispatch.

 

Do you sell gift vouchers?

We sure do! You can buy gift voucher online here; AUS or USA

 

How do I know if something is sold out? / I LOVE a product which is no longer online, can I still order it?

Once it’s gone, it’s gone! Gotta get in quick ladies and gents. If you can’t see something online, you can always try one of our amazing stockists.

 

How do I know when you are having a sale?

Join the squad! Sign up for our newsletter and social medias and get exclusive offers, behind the scenes goss, and subscriber sale previews. Only the good stuff. Pinky swear!

AUS - Click Here! or USA - Click Here! & follow our socials links

 

Are the items I want to order in stock?

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.

 

Shipping

 

What about delivery?

Click here for Shipping information.

 

Where do you ship?

We ship to the following countries from Kip&Co AU:
Australia, Bangladesh, Bhutan, Brunei, Cambodia, China, Fiji, Hong Kong, India, Indonesia, Japan, Malaysia,Myanmar, New Zealand, Papua New Guinea, Philippines, Singapore, South Korea, Sri Lanka, Taiwan, Thailand and Vietnam.

From Kip&Co US:
We only ship within the USA.

 

My address is wrong, can I update this?

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.

 

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

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

 

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

You can ship a gift direct by selecting ship to a different address at the checkout. Unfortunately we are unable to include gift notes or wrapping and our products are priced.

 

Returns and Exchanges

 

What about and returns?

Click here for Returns information.

 

My item is damaged what do I do?

Click here for Returns information.

 

Sale & Promotional product returns?

Click here for Returns information.

 

Fabric and Fit

 

What size am I in clothes?

Click here to view our size charts.

 

What size bedding do I need?

Click here to view our size charts.

 

How do I care for my products?

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.

 

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

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.

 

What’s up with your velvet?

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.

 

Is your linen buttery soft linen?

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!

 

How often should I change my sheets?

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.

 

The Important Stuff

 

Are you keeping my private information secure?

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.

 

What’s your sustainability policy?

Click here to find out more.

 

Contact

 

How can I contact Kip&Co

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.

 

When can I expect a reply to my email?

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. We will do our best to respond within 24 hours, during business hours 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 a little longer than 24 hours to get back to you.

 

Can I contact you by phone?

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