DELIVERY & RETURNS
DELIVERY
DELIVERY OPTIONS
- Free standard shipping Australia wide on all orders over $120.00*.
- Flat rate Australia wide standard shipping of AUD $10.00*.
- Flat rate Australia wide express shipping of AUD $15.00*.
- Flat rate shipping of AUD$45.00* for international orders (excluding customs duties and tax).
- Please note that we cannot deliver internationally to PO boxes.
- International may incur additional taxes/duties payable by the receiver.
* Deliveries of large/bulky orders may incur additional charges.
Items marked as ‘pre-order’ will be shipped when available to us. This may be a longer period of time than normal.
Please note that Krix cannot be held accountable for parcels that are lost or stolen.
ORDER DISPATCH AND DELIVERY
Dispatch and delivery
- Standard post: 2-7 business days.
- Express post: 1-4 business days.
Domestic and international orders
Our aim is to initiate the dispatch of orders within 1-3 business days from the date of purchase. Please keep in mind that the shipping duration should be factored in separately from the dispatch time.
Please note that during busy periods, dispatch delays of up to 3 days beyond normal dispatch times can occur. Customers will receive notifications regarding any such delays.
INTERNATIONAL DELIVERY
We currently offer Australia Post international delivery.
Estimated delivery time frames vary depending on your country. For a guide on estimated delivery times please click here.
We do not take responsibility for any duties and taxes charged to delivery to your country of origin.
INTERNATIONAL DUTIES AND TAXES
International orders and charges
- There is no GST applied to international orders.
- International orders are subject to additional handling charges.
Import fees and duties
- All online prices DO NOT cover overseas duties (including import GST/VAT), clearance or handling charges, and other potential customs or import fees.
- Customs and import fees are the responsibility of the recipient and are NOT included in the delivery cost.
- Prior to purchasing, it's advisable to check with your country's customs service.
- We regret to inform you that no reimbursement will be offered for international duties and handling charges.
Please note that Krix does not provide assistance in this process.
In the event that an international order attracts custom duties or taxes, please use an online calculator or refer to your government's website regarding duties and taxes.
For New Zealand, all shipments exceeding the sales value of $1000 or more will incur a duties and taxes charge. You can calculate your expected duties and taxes by visiting the New Zealand What’s My Duty Estimator.
For UK orders you may need to pay customs and duties on orders that exceed 135 pounds. These are payable to UK Customs upon entry into the UK. For more information, please refer to the UK customs website.
For all other countries, please refer to your local government duties and taxes website.
We are legally required to declare the total value paid on international shipments.
Krix reserves the right to deduct any return costs incurred from the total return amount for orders that are refused at customs should duties and taxes be unpaid.
TRACKING YOUR ORDER
To track your order, please log in to your account or refer to the shipping confirmation email.
Alternatively, if you know your tracking number you can access Australia Post Tracking via the link provided below.
Australia Post Tracking
PRE & BACK ORDERS
Estimated availability dates
The dates provided for the availability of pre-ordered items are estimations and should be treated as such. These dates are subject to change based on various factors, including production timelines, shipping delays, and unforeseen circumstances. While we strive to provide accurate estimates, please note that these dates are not guaranteed.
Unforeseen circumstances
In the event that delivery is delayed due to unforeseen circumstances beyond our control, Krix cannot be held accountable for these delays. We understand that unexpected situations can arise, impacting production and delivery process.
Placing a pre-order
When you choose to pre-order an item from Krix, you're reserving your desired product in advance. This allows you to secure your purchase without the risk of the item selling out before its release. While pre-ordering, make sure to review the estimated availability dates and any associated terms to ensure that you are comfortable with the process.
Communication and updates
Throughout the pre-order process, we will strive to keep you informed about any changes to estimated availability dates or other important updates. You may receive emails or notifications regarding the status of your pre-order.
RETURNS
KRIX RETURN POLICY
We want you to enjoy everything you order from us, but if something isn't quite right, you have 30 days from receiving your parcel to initiate a return.
Returns
Full-priced items:
You may return full-priced items for:
- an online credit (valid for 3 years);
- an exchange if the product is in stock;
- receive a full refund for the item(s);
excluding shipping costs.
Items can be returned through our online returns process.
Final sale/non-refundable products:
Final sale and non-returnable products cannot be returned for change of mind.
All final sale/non-returnable products will be clearly marked on the product page and at checkout.
Important notes:
- Returned items must be in their original condition: unworn, unwashed, unused, with all labels and tags attached.
- Items should be returned within 30 days of receiving the product.
- Please be aware that during busy periods, returns might take up to 10 days to process upon receipt.
- Returns cannot be handled in person (at Krix HQ) or at any Krix authorised dealer. They MUST be returned to the specified online returns address.
AUSTRALIAN RETURNS
FREE return shipping in Australia.
PLEASE NOTE: We only allocate one free return label per order. Please ensure you are certain of the item/s you are returning. If you wish to return another item from the same order, this is at your own cost.
PLEASE NOTE: Parcels that are ‘Return to Sender (RTS)’ are not included in the free returns. A fee of AUD$15 will unfortunately have to be passed onto the customer to retrieve costs charged to us vi Australia Post.
INTERNATIONAL RETURNS
International returns can be returned for a Store Credit (valid for 3 years)only.
Shipping for international returns is payable by the customer. If you are processing an international return, we will gladly provide an additional bonus of up to AUD$20.00 on top of your store credit to help compensate for the shipping cost.
International returns shipping Address:
Krix Merch Store
14 Chapman Road
HACKHAM SA 5163
AUSTRALIA
Please neatly pack your return and include your return slip found inside your parcel with all relevant information.
We encourage you to purchase tracking on your parcel to ensure that it arrives safely in our warehouse. We do not take responsibility for returned parcels that get lost on their way back to us.
FAULTY ITEMS POLICY
If you’ve received a faulty or damaged item, please contact us via the contact us form and we will instruct on how to return the item.
HOW TO RETURN
Returning orders
Returns for items purchased through the Krix Collection Merchandise Store are only accepted via post.
INTERNATIONAL RETURNS
International returns can be returned for a Store Credit only.
Shipping for international returns is payable by the customer. If you are processing an international return we will gladly provide an additional bonus of up to $20.00 AUD on top of your store credit to help compensate for the shipping cost.
International returns shipping Address:
Krix Merch Store
14 Chapman Road
HACKHAM SA 5163
AUSTRALIA
Please neatly pack your return and include your return slip found inside your parcel with all relevant information.
We encourage you to purchase tracking on your parcel to ensure that it arrives safely in our warehouse. We do not take responsibility for returned parcels that get lost on their way back to us.
AUSTRALIAN RETURNS
To initiate a return please complete the 'contact us' form advising you would like to return an item(s).
Please neatly pack your return and include your return slip found inside your parcel with all relevant information.
A FREE return label will be emailed to you within one (1) business day.
PLEASE NOTE: We only allocate one free return label per order. Please ensure you are certain of the item/s you are returning. If you wish to return another item from the same order, this is at your own cost.
PLEASE NOTE: Parcels that are ‘Return to Sender (RTS)’ are not included in the free returns. A fee of $15 will unfortunately have to be passed onto the customer to retrieve the costs.