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Shipping & Returns

XMAS DELIVERY

Please be aware all orders placed from Monday 12th December 2016 can not be guaranteed for delivery prior to Christmas period. 

How will my parcel be delivered?

Kitchen Xchange uses Australia Post eParcel service for standard deliveries throughout Australia. Standard delivery across Australia attracts a flat rate charge of $10.95*.

 *All shipping charges cover parcels up to 20kg (cubed) in weight. Any orders which exceeds 20kg (cubed) weight will incur additional shipping charges. This includes ‘free shipping’ parcels that exceed 20kg. In the event that your order exceeds this weight a member of the Kitchen Xchange team will make contact via email or telephone to discuss your options. 

 I have placed my order now what?

Once your order has been placed you will receive a confirmation email advising that your order has been received and is “awaiting fulfillment”. During this time your order will be packed and once packaged your status will change to “awaiting shipment”. Once your order has been shipped you will receive an email confirming shipment along with a tracking number.

Can I track my delivery?

Yes, orders can be tracked at https://m.auspost.com.au/view/tracking. Please be aware there may be a slight delay in your parcel tracking becoming live.     

How long will my order take to arrive?

We try our best to dispatch all in-stock orders within two business days after an order is placed, however please understand that some orders may take up to 7 business days from receipt of order to dispatch (this does not include delivery time). Please understand that our team works 6 days a week to ensure we get orders out as soon as possible. If you require your order urgently, please contact a team member so we are aware of the time constraints.

Delivery Times

Zones

Geographical Area

Postcodes

1-2 Working Days

N1

Sydney Metro

1000-1920, 2000-2239, 2555-2574, 2740-2786

 

2-3 Working Days

N2

NSW Country

0200-0299, 2600-2620, 2900-2920, 1921-1999, 2240-2483, 2500-2554,2575-2599, 2621- 2647, 2649-2714, 2716,2720-2730, 2787-2880

 

2-3 Working Days

V1

Melbourne Metro

3000-3210, 3335-3341, 3425-3443, 3750-3811, 3910-3920, 3926

3-4 Working Days

V2

VIC Country

2648, 2715, 2717-2719, 2731-2739, 3211-3334, 3342-3424, 3444-3749,3812-3909,3921- 3925,3945-3971, 3979, 3984-3999

2-3 Working Days

Q1

Brisbane Metro

2484-2494, 4000-4370, 4373-4381, 4400-4405, 4500-4580, 4600-4610,4614-4618,9000-9919

3-4 Working Days

Q2

QLD Near Country

4371- 4372, 4382-4399, 4406-4499, 4581- 4599, 4611 4613, 4619-4723,9920-9939

4-5 Working Days

Q3

QLD Far Country

4724-4870, 4872-4873, 4877-4888, 9940-9998

3-4 Working Days

S1

Adelaide Metro

5000-5199, 5800-5999

4-5 Working Days

S2

SA Country

5200-5749

4-5 Working Days

W1

Perth Metro

6000-6214, 6800-6999

5-8 Working Days

W2

WA Country Near

6215-6723, 6751-6762

7-9 Working Days

W3

WA Country Far

6725-6743, 6765-6770

4-5 Working Days

T1

Tasmania

7000-7254, 7258-7999

5-6 Working Days

NT1

NT Near

0800-0821, 0823-0834

7-9 Working Days

NT1

NT Far

0870-0871

12-13 Working Days

NT2

NT Other

0822, 0835-0869, 0872-0879, 0880-0881, 0882-0999

 

Can my order be left without signing for it?

Yes, you can mark your order “authority to leave” by leaving a short message in comments upon checkout. Please understand that we accept no responsibility for parcels that have been marked to leave by customers. Once notification from Australia Post is received that delivery has been made we accept no further responsibility. All further enquiries need to be made through Australia Post with your supplied tracking number.

My order has arrived broken and/or damaged?

Unfortunately, there are times when products will arrive broken/damaged due to circumstances outside our control. Kitchen Xchange will replace broken/damaged products provided we are notified within 24 hours of the package being signed for by the customer. When customers choose to have their order left without signature delivery is considered when the order is left by Auspost at your address. Notification can occur via email or phone. Kitchen Xchange WILL NOT replace or refund any breakages if we are not notified within the 24-hour period. PLEASE CHECK ALL PRODUCTS IMMEDIATELY UPON RECEIPT AND ADVISE OF ANY ISSUES.

My order is missing items?

Kitchen Xchange will replace any item that is found to be missing from your order, provided that we are notified within 24 hours of the package being signed for by the customer. When customers choose to have their order left without signature delivery is considered when the order is left by Auspost at your address. Notification can occur via email or phone. Kitchen Xchange WILL NOT replace or refund any breakages if we are not notified within the 24-hour period. PLEASE CHECK ALL PRODUCTS IMMEDIATELY UPON RECEIPT AND ADVISE OF ANY ISSUES.

I want to change my order?

Once your order has been placed you have 24 hours or until your order is packed to make any changes including cancellation. Once your order has been packed no cancellation or changes can be made.

Do you ship to PO Boxes?

Yes, we ship to all residential address and PO Boxes within Australia.

I entered the wrong mailing address?

In the event that an incorrect mailing address is supplied or delivery is refused and the package is returned to us the customer will incur the cost of return postage. Unfortunately, when a package is returned to us our carrier charges us return postage. This is a cost that will be passed on to hte customer if the mailing address was indeed incorrect or delivery is refused.

I want to return my order?

If you would like to return your products due to a change of mind or incorrect choice this can be done within 30 days of purchase. Kitchen Xchange will refund or exchange on products which are received unused and in original packaging. All delivery and handling charges are the responsibility of the customer and at their own risk.     

Where do I send my return order?

To make the return process as easy as possible please follow the following steps:

  1.      Contact Kitchen Xchange team to request a return. This can be done via email on sales@kitchenxchange.com.au or via phone on (02) 8814-   6016.
  2.      Package your return products safely being sure to include your name, order number and contact number.
  3.      Send to:

Kitchen Xchange Returns

Po Box 6170

Rouse Hill NSW 2155

      4.     Once your package has been received a member of the team will be in contact on the number provided.                                                     

Once authority has been given to return a product and we have received it, refund will be processed within 24-48 hours.

Where do you deliver from?

All deliveries are packed and shipped from our Sydney NSW warehouse.

My product is faulty, what do I do?

Kitchen Xchange continues to build an ongoing relationship with suppliers to ensure manufacturer warranty claims are a stress free experience. If you believe you have a warranty claim please contact sales@kitchenxchange.com.au outlining the reasons for your claim. To assist in our assessment please include images of the product. Once a complete claim has been received we will make contact with the supplier and outline your claim. Please do not return any products to us prior to receiving authorisation.

Kitchen Xchange will not refund or replace any product which, in our opinion, has: been misused, not used in accordance with manufacturer’s instructions or unacceptable wear and tear experienced.

Kitchen Xchange will not be responsible for refunding or replacing products which the manufacturer has deemed NOT to be faulty. Customers will be required to cover shipping costs for products to be returned.  

 

Our Brands

Come and buy in-store at

Rouse Hill

New store opening in August

Narellan