Shipping & Returns Policy
Shipping Information
Shipping Fee:
FREE Shipping on all order $150+ (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.
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.
| Delivery Zone | Estimated Delivery Time |
|---|---|
| QLD (Metro) | 1–2 business days |
| QLD (Regional & Remote) | 2–6 business days |
| NSW (Metro) | 2 business days |
| NSW (Regional & Remote) | 3–7 business days |
| VIC (Metro) | 3 business days |
| VIC (Regional & Remote) | 4–7 business days |
| SA (Metro) | 3–4 business days |
| SA (Regional & Remote) | 4–7 business days |
| ACT | 2–4 business days |
| WA (Metro) | 5–7 business days |
| WA (Regional & Remote) | 7–10 business days |
| TAS | 4–7 business days |
| NT | 5–10 business days |
International Shipping (New Zealand)
| Delivery Zone | Estimated Delivery Time |
|---|---|
| New Zealand (Metro) | 5–8 business days |
| New Zealand (Regional) | Up to 10 business days |
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?
Once your order has been shipped, you'll receive a shipping confirmation email containing your tracking number. Please allow up to 48 hours for your tracking information to become available.
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.
✅ Returns & Exchanges
We accept change-of-mind returns and exchanges within 30 days of purchase, provided the following conditions are met:
- Items must be returned in unused, resalable condition, with all original tags attached and in their original packaging.
- Items must be free from any visible signs of wear, use or damage.
- Sale, clearance and discounted items are final sale and are not eligible for return or exchange unless required under Australian Consumer Law.
- Customers are responsible for the cost of return shipping for all change-of-mind returns and exchanges.
- Original shipping charges are non-refundable.
For eligible change-of-mind returns, you may choose either:
- A refund to your original payment method.
- Store credit.
- An exchange for the same item (subject to availability) or another item of equal or greater value. Any price difference will be payable or refunded accordingly.
If your item has a major fault, is not as described, or does not meet the consumer guarantees under Australian Consumer Law, you may be entitled to a repair, replacement or refund.
🛠️ Faulty Products
If you believe your item is faulty, please email hello@koveandco.com.au with your order number, a description of the issue, and clear photos of the product.
Please note:
- Our bags are made from premium EVA foam and individually moulded. Small marks, minor variations around the holes, and slight colour or finish differences are normal characteristics of the manufacturing process and are not considered faults.
- All faulty product claims are assessed on a case-by-case basis.
- Kove & Co reserves the right to inspect and assess all products before determining whether an item is considered faulty under Australian Consumer Law.
🚫 Exceptions
The following items are not eligible for return or exchange unless required under Australian Consumer Law:
- Gift cards
- Sale, clearance and discounted items
📦 How to Initiate a Return
To request a return or exchange:
- Reply to your order confirmation email and let us know which item(s) you'd like to return or exchange.
- If your item is faulty, please include a description of the issue along with clear photos.
- We'll review your request and email you with return instructions.
We recommend returning your item using a tracked postal service or registered courier, as Kove & Co cannot accept responsibility for items lost or damaged in transit.
⏳ Processing Time
Once your return has been received, please allow up to 10 business days for it to be assessed and processed.
If your return is approved, we'll issue your:
- Refund to your original payment method,
- Store credit, or
- Exchange or replacement item,
depending on your selected return option and product availability.
Returns must be received and approved before any store credit, exchange or replacement is issued.