Customer Care

 

Frequently Asked Questions

HOW DO I MAKE A PURCHASE?

Once you have found an item, simply select the colour, your size and pattern (where available) and click on the 'ADD TO CART' button underneath each item.

Review the items in your shopping bag by clicking the 'CART' link at the top right hand corner of the page. You can use the 'REMOVE PRODUCT’ link to delete items from your shopping bag.

Click on 'GO TO CHECKOUT' to complete your order.

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

No, you can choose to ‘enter as guest’ after choosing to proceed to the checkout. However, it is easier to enter your details so you don’t have to repeat this step the next time you shop.

Creating an account is easy and free, simply click on the Sign Up button to fill in your details or if you’re already an existing member simply login to your account.
 

I’VE FORGOTTEN MY PASSWORD

If you have forgotten your password it is easy to reset. Simply follow the Forgot Password link on the sign in page.


WHICH SIZE SHOULD I CHOOSE?

So to help you choose the best size, you'll find the following information on every product page a link to a 'sizing chart' to help you convert international sizes.

If you need further assistance, simply contact our customer service team at kissandtell@kisskill.com.au or via our live chat function on the website if it attended.


HOW DO I KNOW IF AN ITEM IS IN STOCK

All items online are in stock and available to purchase unless “Sold Out” is displayed. Please be aware that items in your shopping bag are not reserved and can still be bought by another customer until you have completed your order.

Due to the exclusive nature and limited availability of the products offered online, we cannot guarantee fulfillment of all orders. Even though you have received an order confirmation email, your order is not guaranteed until it has been processed by the store. A refund will be automatically generated for any items or orders that are not available at time of order processing. Only when you have received a shipment notification email will your order be guaranteed for delivery.


HOW DO I PAY FOR MY ORDER

Kisskill accept payments using PayPal (Click here to create a PayPal account). If you do not wish to create a PayPal account, credit card payments are also accepted via PayPal payment tool and will be available at the checkout.

Kisskill also accepts Afterpay. Customers using Afterpay will be redirected to the Afterpay website when processing their payment.


IS MY PERSONAL INFORMATION KEPT PRIVATE?

Your personal information is kept private and confidential with KISSKILL. To become a member, we will need to know your name and email address. If you wish to place an order online we require your billing and shipping address as well as a telephone number. All payments are currently made through PayPal directly, as such KISSKILL does not require, request or store your credit card information. Please notify us immediately via kissandtell@kisskill should you receive any requests for such information in relation to KISSKILL.

If you have opted to accept marketing in your registration of details we will use your email address to send our latest news and offers. If you no longer wish to receive marketing from us, you may choose to unsubscribe.

For more information please refer to our  Privacy Policy  in full.

 

 

 

Delivery & Shipping

Domestic Orders:

  • Free Standard Shipping on orders over $99 Australia-wide. For orders less than $99, we charge a flat rate of $7.95
  • KISSKILL also offers Australia-wide express shipping for a flat rate of $12.95. *Please note Australia Post cannot guarantee next day delivery at this time.
  • You also have the option to select 'pick up in store' at checkout.

Please note: All online orders must be made by 1pm for same day dispatch. Deliveries are sent during normal business hours between Monday and Friday. Purchases made on weekends and public holidays will be processed on the next business day. When your order has been placed, a confirmation email will immediately be sent to your nominated email address. If you do not receive a confirmation email, please email us at kissandtell@kisskill.com.au

KISSKILL delivers via Australia Post. Standard delivery within Australia can take between two and six days depending on where you are located. Shipping times are Australia Post recommended times only, and cannot be guaranteed. For closer estimates, please visit https://auspost.com.au. All orders are sent from our South Yarra office.

Express delivery will be delivered on the next business day for most orders, but can take up to two or three business days for some locations. You can check if your postcode is within the next day network here: https://auspost.com.au/parcels-mail/sending-in-australia/delivery-areas-within-australia

We cannot accept responsibility for delays in delivery due to unforeseen circumstances.

You assume all risk and liability for your parcel if no one is available upon delivery at your nominated delivery address. KISSKILL cannot guarantee against stolen or damaged goods once they have been dispatched from our warehouse, and will not replace lost or damaged items.

 

Worldwide Shipping: 

KISSKILL offers worldwide shipping. 

  • Free FedEx International Economy shipping on orders over $199. 
  • For orders less than $199, see the table below for shipping rates and delivery times per country.

KISSKILL uses Fedex International Economy for all worldwide orders.

Delivery times may vary depending on location. The table below shows usual transit times:

COUNTRY

TRANSIT TIMES

SHIPPING RATES

NZ

4 – 5 business days

$19.95

USA / CANADA

5 – 7 business days

$19.95

CHINA

5 – 7 business days

$34.95

HK

5 – 6 business days

$14.95

EUROPE

5 – 7 business days

$24.95

UK

5 – 7 business days

$29.95

Rest of the world

5 – 7 business days

$24.95

 

Shipping times are Fedex estimated times only, and are not guaranteed. All orders are sent from our South Yarra office.

If you have any questions regarding delivery, please contact kissandtell@kisskill.com.au 

Please make sure that your shipping address is correct as we're unable to redirect orders once they have been shipped and are on their way to you.

 

We cannot accept responsibility for delays in delivery due to unforeseen circumstances.

You assume all risk and liability for your parcel if no one is available upon delivery at your nominated delivery address. KISSKILL cannot guarantee against stolen or damaged goods once they have been dispatched from our warehouse, and will not replace lost or damaged items.

 

TRACKING YOUR ORDER

Australian Orders will be supplied with a tracking number that you will receive on your shipping confirmation email. KISSKILL are not able to track your order for you once it is dispatched any queries after dispatch should be made to the postal service.

CURRENCY & TAXES

All prices displayed are in Australian Dollars ($AUD) and are inclusive of GST (10% Goods & Services Tax) of which the taxed component will be identified on your purchase invoice.

 

RETURNS:

 

All returns must be initiated within 14 days of receipt.

We offer customers the opportunity to return all full priced items for a refund of the purchase price. 

If you would like a refund on any full priced item please email kissandtell@kisskill.com.au and return the item in new condition with tags attached for a full refund. 

A refund to the full value of your item(s) at purchased time will be credited to the original payment method.

Please note we cannot offer returns or refunds on change of mind sale items, items that have been altered or embroidered or if returns are requested outside of the specified time frame. 

Sale items which are change of mind we can only offer a exchange.

Returned accessories (stockings or pasties) will only be accepted if unopened and still in original packaging.

Refunds on worn items will only be accepted if the item is faulty, and must be returned washed.

For more information please refer to our Privacy Policy

EXCHANGES:

Exchanges must be initiated within 14 days.

If you would like to exchange an item, please initiate the exchange process within 14 days of receipt by emailing us at kissandtell@kisskill.com.au to ensure we have your required size in stock.

Please note that underwear must be tried on over other underwear and cannot be accepted for refund or exchange if they have been worn without.

For more information please refer to our Privacy Policy

RETURN INSTRUCTIONS:

Please ensure you have sent a email with your tracking number to kissandtell@kisskill.com.au with your request. Please send items to the following address within the 14 days of your original purchase date:

Kisskill Lingerie
509 Chapel Street
South Yarra VIC 3141
Australia

We recommend a tracked service so that you can guarantee delivery.