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FAQ's

Placing Orders

How do I know my order has been placed successfully?

You will know your payment has been successful if you receive an instant order confirmation email detailing your order. Once your order is packed and dispatched, we will send you another email with a unique tracking number and a link where you can track the delivery of your order to your door.

Can I cancel my order?

After placing an order we are generally unable to make any changes to your order, however you can contact us and our team will endeavor to cancel your order wherever possible.

Can I edit my order?

We can generally make changes to the billing address, delivery address and contact number on your order if we receive a request to do so prior to shipping your order. Unfortunately, we are unable to edit the item, size, colour or quantity of an item or items on your order.

Why have I recieved an email saying that my order has been cancelled?

Unfortunately from time to time we may sell out of a product or the availability can be limited. We will do our best to track down all items on an order, however on occasion we may be unable to do this. We will contact you via email and reverse the payment to the account used to place the order.

I have received my order but an item is missing, what do I do?

Sometimes we might need to source items on your order from different locations to make sure we can track down everything for you. This means that sometimes we don't send everything you've ordered at the same time. If your order has been sent separately, you will receive multiple tracking emails and will be able to track each item online via the courier's website.

I have recieved my order but an item is incorrect, what do I do?

While we make every effort to ensure that each item on our website is labeled just right and we ship it to you correctly, every now and then we get it wrong. If you have received an item different to the one you ordered, please contact us and we will be more then happy to resolve this for you.  

Payment

I haven't recieved my order confirmation email, is everything okay with my order?

You should receive an order confirmation email as soon as your payment is successfully received. If you do not see your confirmation email in your inbox within a few hours of placing your order and it is also not in your junk mail folder, please contact us.

Afterpay

What is Afterpay?

Afterpay is a buy now, pay later platform that lets you pay for your items in 4 instalments over 6 weeks, interest free.

Is Afterpay available to me?

To be eligble to set up an Afterpay account, you'll need to:

  • - Live in Australia or New Zealand
    - Be over 18 years of age
    - Have an Australian/New Zealand debit or credit card
    - Have a valid and verifiable email address and mobile number
    - Have a valid and verifiable email address and mobile number
    - Be capable of entering into a legally binding contract
    - Credit checks apply
    For full terms and conditions visit www.afterpay.com/terms

 

How is an Afterpay return processed?

Items purchased with Afterpay can be returned for an exchange or refund, subject to Ksubi’s Returns Policy. Returns or refunds will be processed and Afterpay will be advised. Your payment plan will then be adjusted to reflect the new total order value. If you have already made a payment, this will be refunded to you via Afterpay.

Is there a cost to use Afterpay?

No, Afterpay is a free product. Afterpay will never charge customers interest, and the only fees applied are late fees if their scheduled payments are not paid on time.

Is Afterpay secure?

Afterpay has been built with a range of security features and services to help keep your accounts secure, including monitoring transactions to identify fraudulent trends and behaviours, multi-factor authentication, and encryption to protect your information. You can find out more on at Afterpay’s safety and security page.

What are Afterpay's customer service details?

Simply message Afterpay through the Help section of your Afterpay App and let them know you’d like to speak with someone. Your request will be sent to their dedicated phone support team, who will call you back during their phone support hours. If you do not have an Afterpay App, you can complete a contact form here.

Are payments taken automatically from my account?

You pay for the first instalment of 25% at the time of purchase, and the remaining three instalments will be automatically deducted from your nominated debit or credit card over the following six weeks.

Which credit/debit card can I use to pay?

Afterpay currently accepts MasterCard and Visa credit and debit cards issued in Australia from any bank.

What are the late fees?

Afterpay caps late fees to help keep costs manageable for customers who miss a payment. Late fees will never exceed 25% of the order total or $68 per order, whichever is lower.

 

How this works:
- For orders under $40: A one-time late fee of up to 25% of the order total applies
- For orders of $40 or more: A $10 late fee is charged when a payment is missed. If the outstanding amount remains unpaid after seven days, an additional $7 late fee applies . This is the same for all late payments until the 25% cap or $68 amount is reached. To remain within the cap, we may charge partial amounts of the $10 and $7 fees.
- You can check your General Terms for other late fees caps that may apply.
- Afterpay is committed to doing everything they can to help you not miss a payment, including sending you payment reminders and offering options to reschedule upcoming payment dates.
- Afterpay is designed to be completely different to traditional credit products that charge interest, so that customers are never in a situation of high compounding interest and revolving debt.

 

Late fees, eligibility criteria and T&Cs apply. Afterpay Australia Pty Ltd Australian Credit Licence 527911.

 

Promotions

How do I use a promotional code online?

To activate a promotional offer you will need to enter the code into the 'Promo Code' field in the 'Shopping Bag' section of the site. If you continue to have trouble redeeming the offer please contact us for further assistance.

Delivery

How long will it take to receive my order?

If you place your order before 2pm Monday to Friday, we will ship it same day. You should expect your delivery within 1-2 business* days after it is shipped. For more information on our delivery service, please click here.

Do I need to sign for my delivery?

Yes, to ensure the security of your parcel you will need to sign for it. If you are not at home when delivery is attempted, the delivery carrier will leave a calling card which you'll need to take with photo ID to the nominated collection point to collect your order.

What happens if my parcel is lost?

If your parcel gets lost we will happily open an investigation with the delivery carrier on your behalf. The delivery carrier will let us know the status of the investigation after five working days after they have contacted their Parcel Distribution Centre and the driver who was allocated delivery of your package. To open an investigation please contact our Customer Service team via email customerservice@ksubi.com.

Do you offer international shipping?

Yes, please check out our International shipping table for delivery times and costs here.

Returns & Exchanges

I'm returning my online order, how will I receive my refund?

Orders placed online will be refunded the way you made the purchase and a confirmation of the refund will be sent to the email address associated with your order once it has been processed. All returns to our online warehouse will be processed within 48 hours of receipt where possible. If you used a credit card, the funds will be credited back to your credit card within 1-5 business days, depending on your financial institution (on occasion a refund can take up to 10 business days to appear in your account). If you used PayPal to place your order, the funds will be visible in your PayPal balance immediately.

Can I send my item back to your online team for an exchange?

If you would like to exchange the size of an item, our online team will happily facilitate this wherever possible (we will make every attempt to contact you if this is not possible). If you'd like an exchange for a different item, you'll need to head into any of our retail stores with your proof of purchase. Unfortunately we don’t current offer exchanges on international orders.

Do you refund sale items?

Unfortunately, we do not. Returns are only accepted on full price items.

I bought an item online but it is faulty, what can I do?

If you believe an item purchased is not of acceptable quality, please contact us and we will assist you with an outcome.

Will my postage be refunded if my items are damaged or faulty?

If your item is damaged or faulty and we arrange with you to return it to our online warehouse, we will refund your postage costs provided you provide a receipt for these postage costs.

E-Vouchers

How long will it take for my e-voucher to arrive?

Your e-voucher will be emailed to the nominated email address as soon as your payment has been approved. If an e-voucher has not arrived within a reasonable timeframe, please check your junk mail folder before contacting our Customer Service team.

Can my e-voucher expire?

E-vouchers are valid for three years.

Can an e-voucher be refunded?

Unfortunately we do not refund the value of e-vouchers.

Can I buy an e-voucher if I live outside Australia?

Yes, E-vouchers can be purchased in USA, Australia, New Zealand, Japan, Canada, UK and Europe. They can only be used in the country and currency of issue.

General Information

What do I do if I have forgotten my password to my account?

If you've forgotten your password click the link below and follow the instructions. Once you have requested a new password please allow up to 30 minutes to receive this via email.

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