FAQs

We are available to assist in any questions you may have either via live chat, help@kloke.com.au or +61 (0) 449 672 714

Below are some frequently asked questions that may help with your Kloke selection and shopping experience. 

Shipping

Your order is shipped via our warehouse based in Melbourne, Australia. We also ship from our two retail store locations which are also based in Melbourne. Orders placed prior to 12pm on week days are shipped either same day or next business day,  orders placed on Victorian public holidays or weekends are shipped next business day. For detailed shipping information please visit our Shipping page. 

Shipping Rates

Rates for shipping are calculated using the estimated weight and size of the items. We use DHL eCom for all international shipping and Shippit for all shipments within Australia. 

Free Shipping

Shipping is free on all Australian domestic orders over $50. For orders under $50 shipping is $10.

Shipping within Australia

For shipping within Australia we use the Shippit courier network.  We are unable to deliver to PO BOX addresses. Shipping is free on all domestic orders over $50. For orders under $50 shipping is $10.

International shipping

For international shipping we use Registered Australia Post and DHL eCommerce shipping. We require a signature upon receipt of delivery.

Order tracking

An order tracking number along with shipping details will be emailed to the address you have provided once your goods have left Kloke. You will be provided with details on how you can track your shipment via email.

Estimated delivery times

Shipping within Australia
Please allow 2 - 7 days for your order to reach you. You will receive a shipment notification and tracking when your order is dispatched. 

For express delivery please allow 1 - 3 days, when shipping express we use Australia Post. Please ensure your area is available for Australia Post express service. 

Shipping internationally

Delivery will take 7 – 21 days depending on delivery location. A shipment notification and tracking will be sent when your order is despatched. 

Free shipping

Kloke occasionally offers free promotional shipping offers. If you have purchased an item with a free shipping promotion and would like to return the item for a refund, the delivery costs will be deducted from the purchase amount to be refunded.

Signing for deliveries

Kloke advises that you use a secure delivery address. Kloke is unable to take responsibility for stolen parcels.

Postage & handling charges

Australian domestic shipping is free of charge for orders over $50.

International shipping fee is charged at $20 flat rate to New Zealand and $25 flat rate to rest of the world.

Customs & duties

Kloke does not have any control or influence on any customs duties or import tax charged when your order reaches its destination country. These additional charges will be the responsibility of the customer placing the order.

Exchanges

Subject to availability we will happily exchange your items that have been retuned to Kloke within 14 days of being received by you. Any return and exchange shipping costs are the responsibility of the customer. Exchange request must be emailed to help@kloke.com.au If the goods requested are unavailable you will be issued with a store credit or a refund for full price purchases only.

Refunds

If you have requested a refund Kloke will refund the original purchase’s account. Shipping costs will not be refunded. Depending on form of initial payment, refunds may take up to 10 business days to process.

Exchanges/refunds for faulty goods

Kloke prides itself on the finest of quality. If there has been an issue with an item you have received and you feel that the item may be faulty please email help@kloke.com.au for a Return Authorization (RA) number within 3 days of receiving your order. Kloke will assess all returned items on receipt and any items deemed to be subject to fair wear and tear will not be accepted as being faulty.

Any item deemed to be faulty will be replaced by Kloke. If a replacement is unavailable a refund will be issued for the value of the item at time of placing your order including any shipping cost incurred. Kloke will refund any shipping costs incurred by you. Please provide the receipt for shipping costs with the returned faulty goods. Depending on form of initial payment refunds may take up to 10 business days to process.

Charges for return or exchange

Unless the item returned is deemed faulty all shipping cost are the responsibility of the customer.

Can I Return My Order?

All items returned to Kloke must be returned unworn and with all tags attached and in the original packaging. If your order is received without tags attached or the packaging has become damaged please notify Kloke via email help@kloke.com.au on same day as receiving your goods.