FAQs

Shipping

Order processing time 

Orders will be shipped out within 1 business day, cut-off time is 11:00 AM AEST, orders made after 11:00 AM AEST will be considered a next business day order.

Shipping time: 

Domestic:

Standard Shipping: (AusPost) 3-8 Days

Express Shipping: (AusPost) 1-5 Days

International:

Standard Shipping: 3 - 15 days

Express Shipping: 3 - 5 days

DHL: 1 - 3 days

FedEx International Priority: 1 - 3 days

FedEx International Economy: 3 - 4 days

*Please note that we do not guarantee the exact delivery time; delivery issue is the responsible of the delivery company. 

Preparing for Shipment

We're preparing your item(s) to ship. At this point, once our tracking number is generated and awaiting for pick-up by couriers; your order cannot be changed or cancelled. 

How do I check my order status?

You can check the status of your order by clicking on the "Order Status" link in your order confirmation email.

Customs, Duty Taxes, and other additional charges: Some international orders will be subject to import taxes, duties by the destination country which is the recipient’s responsibility.

I didn’t receive my order confirmation email.

Please check your spam folder and any other email addresses that you may have used.

If you’re still unable to locate a confirmation email, just contact us with your first and last name, date you placed the order and the order # and we will lookup your order for you. 

If you have been charged and your order didn’t go through, don't worry. It will be automatically cancelled and refunded and you can place your order again.

Help! I was charged more than once for my order.

For duplicate charges on your card please contact us with your order number(s) and details so we can locate the transactions and act accordingly.


Returns

How do I return my order?

We are happy to accept returns as long as the products are still in their original packaging and in an unused condition.

You’ll need to send the product to:

Kase Group Pty Ltd

Attn: [Insert your order # here]

PO BOX 857

Chatswood

NSW 2067

Australia

 

Please email your tracking number to support@kase.com. AusPost should be the cheapest option. Then once the package has arrived safely and inspected we can process your refund!

 

PLEASE NOTE: Returns must be initiated within 14 days upon delivery of your order and you will be responsible for any costs associated with returning the item to us.


EXCHANGE & REFUND

Warranty? Lifetime? Yes!

We are always happy to resolve any problems with our customers.

If you believe your item has been damaged or has any other defect please reach out to us at support@kase.com send us a photo of the item(s) and describe the condition. We will work on a resolution that best suits you.

** Our lifetime warranty covers only manufacturer defects excluding the damage caused by day to day usage.

** Warranty claim limited to one per product ordered.

Refund (if applicable)

Once your return is received by us, you will receive an email notification letting you know if you’re eligible for the refund.

If your refund is approved we will reverse the funds back to the original payment method. This can take up to 7 days to be reflected in your account. Please check with your bank if you haven't received your refund within 7-14 days.

Only partial refunds or no refund will be provided if; item not in original condition / damaged or missing during delivery.

If your order is damaged in transit or simply does not meet your satisfaction we are happy to offer a full refund as long as you email us within 30 days of receiving your order. Please be aware that simply returning to the sending address will not result in a refund of your transaction.

In the instance of a damaged or defective item, please attach a picture of the item when contacting our customer service team.

Bear in mind that SHIPPING fees and PROMOTIONAL items are not eligible for refunds.

Exchange (if applicable)

I changed my mind. Can I refund or exchange my products?

Unfortunately, we do not accept exchange and refund for change of mind, incorrect purchases.

You will be responsible for any costs associated with returning the item to us and the delivery charges to you again.

 

What do I do if I have not received my order?

Once your order has been sent, you will receive a dispatch confirmation email which will advise your estimated delivery date. 

Please note that this is only an estimated date and before contacting us can you check the following:

Sign into your account to check we have the correct delivery address for your order and your contact details are up to date Check your mailbox to see if you have a delivery card from your local Postal Service. Your parcel may be awaiting collection at a local post office or you may need to arrange re-delivery. Check with your neighbour(s) to see if they have accepted the parcel on your behalf. Look in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.