Frequently Asked Questions (FAQs)
ORDERING & PAYMENT
How Do I Track An Order?
An email is sent once your parcel is shipped with a link to track your parcel. You can also track your order here. Simply enter your order number and email address used to complete your purchase to see the latest shipping status.
How Do I Use A Discount Coupon Code?
You can enter the coupon code either on the Shopping Cart page or on the Easy One Page Checkout and click ‘Apply Coupon’. You will see the discount applied when you review your order If You Are Out Of Stock Of An Item Can You Notify Me When It Is Back In Stock? Yes! If we are out of stock of an item, on the product's detail page there is a field to enter your preferred email address and press the "Notify Me" button which will appear instead of ‘Add to Cart’ (or simply the notify me when available button if logged in). You will then be emailed when the item is available. Please note that email is a notification, it does not reserve the item for you.
Can I Send Items As A Gift?
Yes! Just enter a separate shipping address to your billing address when in the Easy One Page Checkout.
I Am Having Trouble Using The Website, What Do I Do?
Sometimes refreshing the web page can fix your problem. If that doesn’t work, contact us on Live Chat or email us at [email protected] and our team will be happy to help!
What Forms Of Payment Do You Accept?
We accept VISA, MasterCard, American Express, Paypal and Afterpay
Is My Credit Card Information Secure?
Shopping online with Kitchenware.com.au is as safe, if not safer, than shopping at an actual store. This site uses Secure Sockets Layer (SSL) technology, the latest industry standard encryption, to protect the loss, misuse or alteration of your credit card information under our control. In the same way department stores use EFTPOS terminals to process credit card transactions, Kitchenware.com.au uses Stripe to process credit card payments which a PCI Service Provider Level 1, the highest certification in the payments industry. We also offer alternative secure payment methods like Paypal and Afterpay.
Can I Order From Overseas And Get It Sent To An Australian Address?
Yes! At checkout in the billing address details, simply enter your details and then select Australia as the billing country.
How do I make a commercial or bulk order?
At Kitchenware.com.au we have a dedicated team to servicing our commercial customers including restaurants, cafes, hospitality venues, schools, hotels, culinary schools and offices. If you are interested in obtaining bulk quantities or a large commercial order please email us at [email protected] and one of our team members will be in touch the same day.
PRICE MATCHING
What is Kitchenware.com.au’s Price Match Promise?
Kitchenware.com.au provides customers with the opportunity to price match with authorised Australian stores if they find a cheaper price for the same product online. You can shop with us knowing that you will always get the best price available. If you find a cheaper price on any product that we stock, simply contact us via LiveChat or over email at [email protected]. We will confirm the price difference, and confirm that the conditions are met and can place your order for you. If you would prefer to email us please include a direct link to the product page that you would like us to match with.
Price match terms and conditions:
- Applies to identical products that are in stock and ready for dispatch
- Does not apply to auction sites, deal sites, bulk purchases or liquidations
- Prices and products must be publicly available online, in-stock, current and not trade or wholesale pricing.
- Price Matches can only be done to Australian Stores with Australian delivered stock (not grey imports) and prices must be in Australian dollars
- Price matching takes into consideration the shipping fees of the company you wish to price match with
- Price matching is payable only via credit card, direct deposit or Paypal payments only
- Applies to Official Australian suppliers who have a store or website that is verified as an Australian Stockist
- Can not be used in conjunction with any offer including coupon codes, free shipping and special discount vouchers
- Price match applies only to prior to purchasing, we cannot refund the price difference after you have made your purchase with us.
These terms and conditions are subject to change at any time, without notice. If you have questions please don't hesitate to contact us.
DELIVERY INFORMATION
Who Delivers For Kitchenware.com.au?
At Kitchenware.com.au we ship orders via Australia Post
Your parcel will be delivered by either Australia Post during normal business hours. Upon delivery, the goods must be signed for. If there is no one at the location at the time of delivery, a delivery notification will be left and either the parcel can be collected from your nearest post office or the courier can be called to arrange a suitable re-delivery time.
Where Do You Deliver From?
We deliver from our warehouse in Melbourne, VIC. Please note that this is Warehouse Only with No Showroom.
How Long Will Delivery Take?
Standard Shipping: Orders that have selected standard shipping (E-Parcel delivery) are dispatched within 1-3 business days and can take approximately 2-5 business days to reach you in Metro locations and up to 10 business days for regional areas.
Do You Deliver To New Zealand?
At this stage, we can only delivery to Australian delivery addresses
Do You Deliver To PO Boxes?
Our Australia Post delivery service delivers to PO Boxes and Parcel Lockers.
RETURNS AND WARRANTIES
What Is Your Return Policy For Faulty or Damaged Items?
Kitchenware.com.au will replace any goods that arrive at their destination faulty or damaged, providing a claim is made within 24 hours of the parcel being signed for - confirmation of claim can be done either by phone call or email. With particular respect to items that arrived broken or damaged, damage must be advised within 24 hours of receiving. Under no circumstances will refunds be given for notification after this period. PLEASE ENSURE ONCE YOU RECEIVE YOUR ORDER THAT YOU IMMEDIATELY CHECK FOR ANY DAMAGE AND INFORM US IMMEDIATELY.
Kitchenware.com.au will not offer replacement for damaged/broken items after the 24hr period after receipt of goods has lapsed. So that we can assist you with your claim, we may require an image or video of the faulty/damage to be sent to us for assessment (usually a requirement from the manufacturer) as part of the return process
What Is Your Notification Policy For Missing Items?
Kitchenware.com.au will replace any goods that are found to be missing in your delivery, providing a claim is made within 24 hours of the parcel being signed for - confirmation of claim can be done either by phone call or email. A missing item means that you have received a delivery from us and one or more items on your order confirmation are not contained in the parcel you have received.
PLEASE ENSURE ONCE YOU RECEIVE YOUR ORDER THAT YOU IMMEDIATELY CHECK FOR ANY MISSING ITEMS AND INFORM US IMMEDIATELY. Kitchenware.com.au will not offer replacement for missing items after the 24hr period for receipt of goods has lapsed
What Is Your Return Policy For Change Of Mind Or Incorrect Choice?
For exchanges or refund for change of mind purchases or incorrect choice, Kitchenware.com.au will exchange or refund any undamaged item only if returned within 90 days of purchase, and as long as the purchased is returned in its original condition including its packaging. We offer all customers in Australia the option to purchase our $15.95 return label through Australia Post to return this back to Kitchenware.com.au, alternatively you can get a quote direct from Australia Post. Delivery and handling charges on returns are not refunded for incorrect choice, and are to be returned to the store at the customer's cost and risk. If you wish to exchange, please note that a separate shipping fee to send the exchanged item may apply.
How Do I Make a Return?
Step 1: Contact Kitchenware.com.au to Request a Return and discuss your return options.
Phone : +612 9457 7813
Email: [email protected]
Step 2: Package unused items in original packaging and complete the return form we will supply you with. Be sure to include the following information:
- The order number
- The reason for the return
- Your day time phone number
Step 3: Visit your nearest Australia Post outlet to send the parcel. Once received you will be contacted in regards to your request. A staff member will be required to contact you to arrange a refund if the store is unable to replace or exchange the goods returned. We can process the refund by either reimbursing your credit card, Paypal account, or transferring money into your bank account. Please allow up to 3-5 Business days for your return to be processed.