Shipping & Returns Policy
All orders are processed within 3 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
Domestic Shipping Rates and Estimates
We offer flat-rate shipping to Australia and New Zealand as per the table below.
| Delivery Zone | Shipping Time | Delivery Cost |
|---|---|---|
| QLD, NSW, VIC, SA, ACT | 2-8 business days | $12.95 flat rate |
| WA, TAS, NT and rural locations | 2-20 business days | $23.95 flat rate |
| New Zealand | 6-27 business days | $12.95 flat rate |
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.
Returns & Exchanges
At Kove & Co, we want you to love your purchase! If you need to return or exchange an item, we’re here to help. Please review our return policy below:
Eligibility for Returns & Exchanges
We accept returns or exchanges for store credit or an alternative product within 14 days of purchase, provided the following conditions are met:
- Items must be returned in perfect, unused condition, with tags still 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.
Faulty Products
If you believe your item is faulty, please reach out to us with details of the issue, including photos via email.
Due to the nature of the material and manufacturing process, each bag is made individually using a mould. This means that some discrepancies between product photos and the actual item are to be expected. Minor marks, variations, or differences—including small marks around moulded holes—are considered normal characteristics of EVA material and the handmade moulding process. These do not qualify as faults.
We will assess all faulty product claims on a case-by-case basis and reserve the right to make the final decision regarding whether an item is deemed faulty.
Exceptions
- Gift cards are non-refundable and non-exchangeable.
- Shipping fees (original or return) are not refundable, and customers are responsible for covering return shipping costs.
How to Initiate a Return
- Reply to your order confirmation email, specifying the items you wish to return or exchange.
- For faulty items, include detailed photos and a description of the issue.
- Follow the instructions in the return email to send your item(s) back to us.
- We recommend using registered post or a trackable courier for returns, as we cannot be responsible for items lost in transit.
Processing Times
- Allow up to 10 business days for your return to be processed and for store credit or a replacement product to be issued.
- Refunds are not available unless required under Australian Consumer Law.
For any questions about our Returns & Exchanges policy, feel free to contact us at hello@koveandco.com.au