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F.A.Q'S

When will my order be packed and sent?

Please allow 1–3 business days for your order to be processed and dispatched. As a full time mum and running this business on my own it can be difficult to dispatch orders within the same day but if your order is placed before 10am (AEST) Monday-Friday I will do my best to dispatch it that day, with any orders placed after this cut-off time dispatched the following business day.

How can I track my parcel?

When your items have been shipped we will send you a shipping confirmation email with your parcel tracking number. If you did not receive one please contact [email protected]

Do I have to be at home to receive my order?

This depends on the courier. Orders  will be shipped via Sendle or Aus post. If you have not given authority to leave, the items will be taken to the nearest collection point.
Orders shipped with Australia post that are unable to be delivered will leave a collection card and taken to your nearest post office.
Please note that you can specify for your parcel to be left unattended.
Please ensure you enter your correct mailing address as Kezia can not take any responsibility for incorrect delivery addresses and will not reimburse you for the order or shipping costs.

Do you ship to PO boxes?

Yes, orders sent to PO boxes will be sent via Australia post.

Can you ship my order using Australia post?

Yes, If that is your preference then just leave a comment in the notes section in checkout.

What is your returns policy?

We offer easy 10 day returns from order received. If you change your mind or for any other reason, simply return your items for a refund or exchange.

Do you do free returns?

Yes! But only Australia wide .

How do I do a free return or exchange in Australia?

Please see the 'Returns' tab for more information or email [email protected]

International Returns

You will need to return your item to us using your own return shipping method. Please email [email protected] and we will provide return address.

What are your conditions of return?

Returned items must be in their original condition, unworn and with all tags still attached.
The items must be purchased from the website only.
The items must be returned within 10 days of receiving order.
We do not offer refunds, exchanges or credit notes for sale items.

Can I exchange my items?

Yes, please email [email protected] advising us of your exchange (we might be able to help with sizing and check stock levels for you) Return the package as explained above. Once your garment has been returned back to us, we will send your desired size/style as specified in your email or offer you a refund if we cannot fulfil the exchange. 
We offer free standard shipping for all exchanges.

I’ve entered the wrong shipping address!

Please contact [email protected] immediately if you have entered the wrong mailing address and we will try our best to redirect it as soon as possible. Please note that Kezia can not take any responsibility for incorrect delivery addresses and will not reimburse you for the order or shipping costs.

Do you ship to my country?

We ship to most countries globally.
Due to Russia's current Customs Authority Restrictions we are unable to send orders to Russia.
Unfortunately shipping currently suspended to the Pacific Islands.

Where is my international order?

All international deliveries are shipped with Australia Post. Please note the time frames are transit times. When international orders reach their destination country, they may be subject to customs clearance procedures, which can cause delays beyond original delivery estimates.

Does my order include taxes and duties?

Please be aware that any items shipped internationally may be subject to import duties and taxes applicable to your country or the country you’re shipping to. The recipient of the shipment is the importer on record in the destination country and is responsible for all Import Fees. Kezia has no control over these charges, and cannot predict what they may be. Customs policies vary from country to country; I recommend that you contact your local customers office for further information.

I didn’t receive an order or shipping confirmation email

Please contact [email protected] if you have not received an order or shipping confirmation email within 5 business days. Please note that during high volume periods such as sales and holidays, there may be some delays in dispatching orders.

Refused shipments

If you refuse a shipment from Kezia you are responsible for the original shipping charges, any import fees that incurred on the package, and the cost of returning the package to Kezia. This amount will be deducted from your merchandise refund.

Do you use sustainable packaging?

Yes, we do! All orders are sent in recyclable or compostable packaging. We don't print invoices to save paper, and our thank you notes are printed on recycled seeded paper.

My package did not arrive!

Please contact [email protected] and we’d be happy to help with any problem!

My item is faulty

We're so sorry for the inconvenience. We can assure you that we pride ourselves on Quality Control and will endeavour to resolve this issue immediately.
Please email us at [email protected]

How long will it take for the refund to reach my account?

Once we have sighted the goods and approved your return, you will receive an email confirming that your refund has been processed. The funds will usually hit your account within 7 business days, but can take up to 15 business days depending on the bank you are with, or the payment method used.

Is your fabric pre shrunk?

Thankfully the linen that we use is pre shrunk and doesn’t require extra effort to care for. Just machine wash in cold water! As long as there is no heat and no dryer involved it shouldn’t shrink much! After your very first wash you may or may not notice the length shortens by up to 1cm (which is fine as I have accommodated this and made my dresses longer) but it shouldn’t continue to shrink anymore after that first wash!

If you still have any questions, please send them through to

[email protected]

SHIPPING

Free Standard Shipping Australia-wide. Express shipping Internationally.
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FREE RETURNS

Return items for free within Australia and within 10 days of receiving your order.
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QUESTIONS

We're here to help! Take a look at our FAQ's if you have any queries or contact us directly.
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