Once your order is dispatched you will receive a confirmation email that your order is dispatched alongside with your tracking number. Click on the tracking number to be able to track your parcel.

If you require assistance with your online order, please email our help desk at sales@kaisercraft.com.au so we can further assist you.

Please include your order number, product information and any additional details in the email. A member of our customer service team will be in touch usually within 1 business day.

We currently only offer international shipping to Malaysia, New Zealand and Singapore. Do we want us to ship to your country? Let us know! We're working hard on making Kaisercraft available in all countries.

All our orders are dispatched via Australia Post.

All orders will usually be dispatched from our warehouse within 2 business days. However, due to large volumes of orders after Sale Days and during December, there may be a delay. Our Warehouse is closed on Weekends and public holidays. Please note there may be delays due to public holidays, school holidays or the weather. 

Once orders are picked up from our Geelong warehouse via regular post unless express post is selected, we estimate the time it takes for a delivery to be completed as follows:

Within Victoria 2 – 4 business days.
All other states – 3 – 7 business days.

Remote regional areas can take longer for delivery.

Unfortunately we don't have this function available currently.

For online refunds or exchanges contact Head Office by emailing sales@kaisercraft.com.au or use Easy returns process below with Australia Post as per below:

1.Visit our Australia Post Returns Portal here enter the email address used to place your order and complete the fields to submit your return. Once submitted, you’ll be emailed your unique barcode.

2. Print your label at home and lodge your return in a Street Posting box OR take your return and barcode to your nearest Australia Post Collect & Return location (those marked with a printer symbol on the map) and they’ll print it for you. Choose to drop your return at any Post Office, Street Posting Box, or selected retailers including supermarkets and pharmacies.

3. You’ll be emailed tracking details so you can check on the progress of your return to our warehouse.

Alternatively you can return your items in store for a store credit only or exchange for an alternate product.

Refunds (if applicable)

Refunds for online purchases can not be processed in store.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If you are approved, then your refund will be
processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at sales@kaisercraft.com.au.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Policy

To view our full refunds and exchange policy please click here.

Any further questions or concerns, contact customer service on (03) 5240 2000 or email sales@kaisercraft.com.au and one of our staff members will be in touch as soon as possible.