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Shipping & Returns

SHIPPING FEES

We endeavour to dispatch orders from our warehouse within 1-2 business days, however during public holiday periods and sales this may take slightly longer. Once your goodies are dispatched and on their way to you, you will receive a shipping notification via email, with your tracking number.

 

AUSTRALIAN ORDERS 

  • FREE Standard domestic shipping for orders $60 and over, otherwise a flat rate of $8 will be applied at checkout. 
  • It is suggested that customers provide a delivery address where a person will be available to accept your delivery between 9am – 5pm. Otherwise your parcel will be re-directed to the nearest post office / depot for collection.
  • All Australian online orders via standard shipping, are shipped via Australia Post and anticipated to be delivered within 3-7 business days for QLD, VIC, NSW and 7- 10 business days for SA, WA, TAS, NT & ACT

 

 INTERNATIONAL ORDERS (ONLY NEW ZEALAND AT THE MOMENT)

  • FREE Standard international shipping for orders $120 and over, otherwise a flat rate of $20 will be applied at checkout.
  • It is suggested that customers provide a delivery address where a person will be available to accept your delivery between 9am – 5pm. Otherwise your parcel will be re-directed to the nearest post office / depot for collection.
  • All orders are shipped via Australia Post and expected to be delivered within 5-20 business days, depending on your location.
  • If international orders are subject to import duties and taxes, these are liable to be paid by the customer. 

 

DELIVERY

In the event you have incorrectly entered information please reach out to info@kusculture.com to update information or cancel an order. As all orders and shipping labels are automated, we cannot guarantee that our online orders team will be able to intercept the order prior to it being dispatched.

Please ensure the correct post codes are entered and if you are in an office building, please add your company name to avoid your package being sent back to us.

Kus Culture® will not be held responsible for incorrect details entered at the time of ordering online, including an incorrect delivery address

All orders received will be dispatched within 1-2 business days, for standard delivery. (Depending on stock availability and/or order confirmation). Orders are processed and shipped on working days only (Monday through Friday, excluding public holidays). If you are not there for delivery of your order, Australia Post will leave a notice for collection card with details of how to collect your delivery, unless you have changed your receiving information, via the tracking Australian Post website, which states they can leave the delivery at your door. To ensure secure and undamaged delivery of your order, our delivery company will not be able to leave your order hidden at the address. 

For delivery to some rural and semi-rural areas Australia Post has restricted delivery operations and no capability to deliver with signature. A card will also be left with pick up details. To ensure that there are no mistakes with addresses and to check that our delivery company has all the correct details, please check that all shipping information is correct.

Please ensure that delivery details are double checked before checkout as our system is an automatic dispatch system and orders cannot be amended once placed.

 

PROBLEMS WITH DELIVERY

You should check that your shipment is correct on delivery. If there are any discrepancies in your order when the products are delivered to you, you should note the nature of the discrepancy, if possible, on the delivery notice, and sign the notice. If there is a problem with the package inside, we require that you document it with photos and send to info@kusculture.com for further investigation. 

If the products have been damaged in delivery, we require that you document it with photos, same day as delivery, and send an email to info@kusculture.com with your order number, full name, and photo documents. A review will be made in 48 hours, and we will email you back our next actions. 

 

RE-DIRECTION OF PARCELS

We are unable to redirect orders once products have been dispatched.

 

RETURNS AND REFUND POLICY 

Within Australian Consumer Law guidelines, we are happy to offer you a replacement or refund on unopened and unused faulty items received. We will meet our obligations under the ACCC or similar legislation which may include replacing the item if the stock is available or giving you a refund, upon receiving your faulty item back, within 7 days of contacting us. We require that you document the fault with photos, same day as delivery, and send an email to info@kusculture.com with your order number, full name and photo documents. A review will be made, and we will email you back our next actions. Please note that Kus Culture® is not responsible for any return shipping fees.

Products must be purchased using one of the payment options available on our website to be eligible for a refund if applicable.

If in any case you have purchased our product from somewhere else including our stockists, we are not liable for any damaged or faulty goods. Nor are we liable for any of those returns. 

We do not offer returns/refunds for 'change of mind’ or ‘free gifts/promotional products’.

If your order is being 'returned to sender' for reasons such as not being picked up from post office, change of address before delivery; you will be required to pay for delivery or abandon your order. No refund will be issued. 

If for any reason you have been sent the wrong item, take an immediate photograph of your order as it arrived and email info@kusculture.com and we will guide you through the returns process. 

 

ACCESSORIES WARRANTY

Your accessories, as noted below, should be free from defects. If your below-listed product is defective, we will happily replace it free of charge within the time frames specified. Refunds will not be considered. Please email us to start your claim at info@kusculture.com and include: a photo of the defect, your full name and order number. Once the claim is approved you will need to pay for your return postage. We recommend using a tracking service / opt in to avoid anything getting lost. Once received we will exchange and ship you a brand-new accessory.

We offer a 6-month warranty from purchase date on these select products;

- Microfibre hair towels

- Sandalwood Combs and Bamboo Brush

- Scalp Scrubber

We offer a 3-month warranty from purchase date on these select products;

- Satin and Silk scrunchies

- All clips and claws 

 

30 DAY-USAGE MONEY BACK GUARANTEE

Not sure if our hair care is right for you? We totally understand. In fact, we’re so confident our hair care will improve your hair health within 30 days of use, that we’re backing it with a 30-day money-back guarantee! You read correctly, if you’re not happy with any of our hair care products which are: hair serum, heat protect spray, hair mask and curl cream, we will refund you 100% of your money.

To initiate please email info@kusculture.com with your order number, email used for purchase and a brief description of the product you’re not happy with and why.

Shipping costs are non-refundable, and refunds can only be issued to the method that was used to pay for the initial order. Product(s) must be date-stamped returned to us within 35 days (this allows for delivery) from the date received and you will need to pay for your return postage. We recommend using a tracking service / opt in to avoid anything getting lost.

Applications that do not meet these criteria will not be approved for a refund. We reserve our right to reject a refund request if we are not satisfied (acting reasonably) with the return application.

We may, from time to time, run promotions where certain hair care products, or a combination of products, are offered for sale at a discounted price or free of charge. All such promotional items are subject to availability while stocks last and are not valid for refund when received by you free of charge, or where the discount, if applicable, was 20% or greater.

 

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