Shipping policy
SHIPPING WITHIN AUSTRALIA
FREE SHIPPING Offers:
- Melbourne & Sydney Metro: Free shipping on orders over $99.
- VIC, NSW, ACT, Brisbane, Gold Coast, SA, TAS & Perth Metro: Free shipping on orders over $200.
- All other areas in Australia: Free shipping on orders over $250.
We ship Australia-wide. If your order does not meet the free shipping threshold, a flat-rate shipping fee applies and is shown at checkout.
Shipping carriers |
|
Your orders are shipped using Australia Post, Hello Kitchen delivery team, or other carriers. Once we dispatch your order you will receive an email with order tracking details. Orders in Melbourne metro areas are usually delivered by our own delivery team. You will receive a text message before the driver arrives. If no one is home, the parcel may be left in a safe place, or a re-delivery may be arranged. Orders outside Melbourne metro areas are usually delivered by Australia Post or other carriers. A signature may be required on delivery to keep your parcel safe. Drivers cannot call ahead, but you will receive delivery updates by email or SMS. If a parcel is delivered by Australia Post/StarTrack, and no one is available at the address to sign for the parcel(s), then a “missed delivery” card will be left and the parcel(s) can be collected from the nearest Post Office/Depot. Alternatively, the parcel will only be left in a safe place if the "Authority to Leave" option is selected. For orders that have requested delivery without signature, please note Hello Kitchen will not accept liability for any order that is subsequently lost, stolen or damaged. We can deliver to residential addresses, business addresses, and PO boxes. When shipping to a business address please ensure that you specify the business name together with a contact name at the destination. |
Delivery timeframe |
|
Your order will be packed and shipped within our normal time frames (1 to 3 business days) but there are varying delays in shipping timeframes. Please allow anywhere from 2 to 5 extra days for restricted areas due to the lockdown. Once your order has been dispatched from our warehouse, please allow the following delivery times based on your location.
While we aim to dispatch your order as quickly as possible, we cannot guarantee specified delivery dates as freight delays with Australia Post and couriers may occur that are out of our control. |
Handling times |
| Please allow 1 to 3 business days for your order to be dispatched. |
Delivery for Oversized Items, Including Saunas |
We will dispatch your order(s) within 1-3 days and your order will be delivered to kerbside by one of our specially selected courier services to ensure that you receive your goods quickly and safely every time. We will try our best to provide you with accurate lowest shipping costs for all locations, but for regional areas, prices may vary depending on your location. Please note that your order may arrive in separate parcels. For every Kylin Sauna order, we arrange all deliveries on standard road transport services with one person on board the delivery vehicle. If you have ordered any large or heavy items please have enough able-bodied people at home to help the driver with unloading. The suggested lifting weight per person is 25kg to avoid injury, you may need two adults to help the driver with unloading. Carton weights can be seen on the products’ listed specifications. The driver is responsible for delivering the goods to your doorstep at ground level. Please note that any additional freight carrier fees such as re-delivery due to unattended delivery are the responsibility of the customer. |
Damage during the delivery process |
| If your order is damaged or broken during delivery, we will send you a replacement. Please contact us within 2 days of receiving your order and include photos and/or a video of the damage. Our customer service department will help you process the new replacement item. |
