Shipping & Returns

KIỀU Shipping Policy

  • All orders are dispatched using Australia Post.
  • Orders are processed once payment has been received and confirmed. You will receive a confirmation email when your order has been dispatched.
  • Delivery times vary depending on your location and the shipping option selected at checkout. Estimated timeframes will be provided at checkout.
  • Shipping costs are calculated at checkout and are the responsibility of the customer, unless otherwise stated in a promotion.
  • Any customs duties, taxes, or import fees for international orders are the responsibility of the customer.
  • Please ensure your delivery address is entered correctly at checkout. KIỀU is not responsible for delays or losses caused by incorrect or incomplete addresses.
  • Once an order has been dispatched, KIỀU is not liable for delays, losses, or damages caused by postal or courier services. Risk passes to the customer upon delivery to the address provided.
  • If you would like your parcel sent with signature on delivery, please state this in the notes section of your order at checkout. Additional charges may apply.

KIỀU Exchange Policy

  • KIỀU offers exchanges for items that are faulty, damaged, or incorrect.
  • If you wish to request an exchange, please email our team within 48 hours of receiving your order.
  • When emailing, include your order number, the item(s) you wish to exchange, and clear photos showing the issue (if applicable).
  • Exchanges are subject to stock availability. If the requested item is not available, you may choose a refund (if eligible) or store credit.
  • Returned items must be unworn, unused, and in their original condition with all tags attached. Items that do not meet these requirements cannot be exchanged.
  • Sale and final sale items are not eligible for exchange unless deemed faulty.
  • Customers are responsible for return shipping costs unless the item is faulty or incorrect.

KIỀU Returns Policy

  • We want you to feel confident when shopping with KIỀU. If you are uncertain about sizing, we encourage you to email our team before placing your order so we can assist you in selecting the right fit.
  • If you receive an item that is faulty or damaged, please contact us by email as soon as possible to request a return or exchange. Our team will guide you through the process and provide instructions on how to proceed.

Timeframes

  • If you wish to return an item, you must notify our team by email within 48 hours of receiving your order.
  • Once approved, the item must be posted back within 7 days of delivery.
  • Returns posted after this timeframe cannot be accepted.

Condition of Items

  • Returned items must be unworn, unused, and in their original condition with all tags attached.
  • We cannot accept items that have been marked, worn, or damaged.
  • For hygiene reasons, swimwear and underwear cannot be returned unless deemed faulty.

Refunds and Exchanges

  • Refunds and exchanges are not available for change‑of‑mind purchases.
  • Refunds or exchanges will only be provided for items that are faulty or damaged, in line with Australian Consumer Law.
  • A product is considered faulty if it is materially defective, damaged, or does not function as intended.
  • Minor variations or natural characteristics of artisanal production (such as loose threads or slight colour differences) are not considered faults.
  • Refunds will be processed to your original payment method once the returned item has been received and inspected.

Sale and Final Sale Items

  • Sale items and items purchased during a flash sale can only be returned for a store credit, unless marked “final sale.”
  • Final sale items are not eligible for return under any circumstances.

Shipping Costs

  • Return shipping fees are the responsibility of the customer. KIỀU does not cover the cost of return postage.
  • The original shipping fee paid at checkout is non‑refundable, even if the order is returned.

How to Request a Return

To request a return or exchange, please email our team at [insert your returns email address].
When emailing, include the following details:

  • Your full name
  • Order number
  • Item(s) you wish to return
  • Reason for return (e.g., faulty, damaged, incorrect item)
  • Clear photos of the item showing the issue (if applicable)

Once your request has been reviewed, our team will confirm whether the return has been approved and provide instructions for posting the item back to us. Refunds or exchanges will only be processed once the returned item has been received and inspected.