Shipping & Returns Policy

Shipping Information

Shipping Fee:
FREE Shipping on all order $99+ (Australia and New Zealand). $10 flat-rate shipping across Australia and New Zealand.

Order Processing:
All orders placed before 12pm AEST are packed on the same business day. Orders placed after 12pm or on weekends/public holidays will be processed the next business day. You’ll receive a confirmation email once your order has been shipped.

Courier Information:
We partner with a range of trusted courier services to ensure fast and reliable delivery. If you have a specific courier request, please contact us within 2 hours of placing your order and we’ll do our best to accommodate.

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Domestic Shipping (Australia)

We offer $10 flat-rate shipping across Australia. Estimated delivery times are based on shipping from the Sunshine Coast, QLD and may vary slightly depending on your location and the courier used.

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International Shipping (New Zealand)

Please note: Delivery timeframes are estimates and may vary depending on the destination, time of year, and courier schedules.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

After receiving your shipping confirmation email, if you haven’t received your order within:
21 days for WA and NZ
14 days for everywhere else
Please contact us at hello@koveandco.com.au with your name and order number, and we will look into it for you.

✅ Eligibility for Returns & Exchanges

We accept returns or exchanges within 30 days of purchase, provided the following conditions are met:

• Items must be returned in perfect, unused condition, with tags attached and in the original packaging

• Items must show no visible signs of wear or use

• Sale and discounted items are final and cannot be returned or exchanged

You may choose to receive either:

• Store credit

• An exchange for the same or similar item

• A refund (only if required under Australian Consumer Law)

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🛠️ Faulty Products

If you believe your item is faulty, please contact us at hello@koveandco.com.au with a description and clear photos of the issue.

Please note:

• Our bags are made from EVA foam and individually moulded — small marks, variations around the holes, or slight differences from product photos are normal characteristics of the material and process. These are not considered faults.

• Faulty product claims are assessed case by case, and we reserve the right to determine whether an item qualifies as faulty.

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🚫 Exceptions

• Gift cards are non-refundable and non-exchangeable

• Shipping fees (original or return) are non-refundable

• Customers are responsible for return postage costs

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📦 How to Initiate a Return

1. Reply to your order confirmation email and tell us which item(s) you’d like to return or exchange

2. For faulty items, include photos and a description of the issue

3. Follow the instructions we’ll send in your return confirmation email

4. We recommend returning items via registered post or a trackable courier — we’re not responsible for items lost in transit

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⏳ Processing Time

• Please allow up to 10 business days for us to process your return

• We’ll issue your store credit, replacement, or exchange once your return is received and assessed

• Refunds are only provided where required under Australian Consumer Law