Customer Care

USA orders over a value of $175 USD will have FREE express shipping!

For all orders over $500 USD - there will be a shipping charge of $100 which is non-refundable. We strongly recommend you seek help for your bikini addiction at this point! Or just order a little bit less :)

All orders ship from Australia with DHL International Express - it is an express service and delivers globally within 3-8 days of being dispatched from us!

All orders are shipped from Sydney, Australia

Most orders will ship on the next business day and most ship within 24-hours of your order being placed! Please keep in mind that orders placed after 12 pm (Sydney time) on Fridays as well as orders placed Saturday and Sunday will ship on the next business day - usually Monday - with the exception of holidays!

In some instances, we may hold your order from shipping if we have a question about your address or items. We will always reach out to you via email to notify you if your order has been held and will work with you to get your order shipped as soon as possible. 

If you need your order to arrive quickly, please reach out to us at info@kulanikinis.com before placing your order to inquire if delivery is possible in the time frame you need - we don’t want you to feel stressed or disappointed!

Once your order is shipped, you will receive a shipping confirmation email with a link that will lead you directly to the package tracker. If you can’t find your shipping confirmation, please double-check your spam and promotions folders. If you are still not able to locate the email, please feel free to reach out to info@kulanikinis.com for assistance.

For customers shopping from within the USA, please know that we will pre-pay all required duties and taxes for you. You should not need to pay any additional amounts. If you do receive a notification from DHL asking you to pay an additional amount or are asked to pay an additional amount at delivery, please do not pay and email us as soon as possible at info@kulanikinis.com with your name and order number so that we may assist.

For customers shopping from outside the USA, you may be required to pay sales tax, VAT, duties and/or customs charges on your purchase with Kulani Kinis. Please factor these into your purchase costs before submitting your order. DHL will contact you directly via email to arrange for payment of these fees before or at delivery. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to you. Should you have any further questions for us relating to this please email us at info@kulanikinis.com.

All orders shipping to a US PO Box or APO/FPO address must be shipped via Australia Post as DHL Express is unable to deliver to these locations. Shipping times can take 8-20+ business days.

We can not ship to any PO Boxes outside of the USA. 

If you notice that the shipping address you provided at checkout is incorrect, please email us as soon as possible at info@kulanikinis.com. Be sure to include your name, order number, and the correct shipping address in your email.

If your order is unfulfilled and not yet shipped, we will be able to correct the shipping address for you. Once your order is fulfilled and shipped, you will need to request an address change via DHL directly. Please email us and we will share the required steps for how you can request this change through DHL.

A signature WILL be required when your order is delivered to you. Please make sure you are available to sign for the package at delivery. Please email us at info@kulanikinis.com before placing your order if you would like the signature requirement removed. We can not guarantee that we will be able to remove the signature requirement. 

In some instances, you may receive a message from DHL asking how you'd like your order to be delivered. Please know that if you opt for delivery without signature (an Authority to Leave or ATL) you accept all liability for any loss or damage that may result from delivering the package according to your instruction to deliver the package without your signature. Kulani Kinis and DHL will not be able to send a replacement order or refund you for the order should any loss or damage occur.

If your tracking shows your order has been delivered, but you can’t find your package we will always do our best to help!

We ask that you first to look around your home or apartment complex and ask family, roommates, neighbors, and building management if they have seen your package.

If you still have no luck in locating the package, then please contact DHL yourself in addition to emailing us. Please email us at info@kulanikinis.com and be sure to include your name and order number in the email.

Once you've emailed us, we will also open an investigation with DHL where every step and detail of the delivery is checked and the driver that delivered package is interviewed if possible. Due to formalities and time differences, the process of gathering information with DHL may take more than 5 business days.

After the investigation is completed, if your package is declared lost by DHL, we can then discuss a replacement.

Please keep in mind that if you gave DHL the authority to leave your package without your signature and DHL have confirmed that all required steps were taken on their end to deliver your package correctly, we will not be able to help with a refund or replacement as you have accepted liability for the package by waiving the signature requirement.

While we hope this never happens, you are more than welcome to refuse the delivery of your order. However, please know the costs of shipping your order, the cost of shipping your order back to us, and any duties/taxes paid on your behalf will be deducted from your refund. Your refund will be processed when the package is received and inspected at our base in Sydney, Australia.