Customer Care

 * Shipping Speed means how long it will take your package to reach you once your package has left our warehouse. There will be a processing time between 0-5 business days at our warehouse between your order being placed and your order leaving our warehouse. 

 * Shipping Speed means how long it will take your package to reach you once your package has left our warehouse. There will be a processing time between 0-5 business days at our warehouse between your order being placed and your order leaving our warehouse. 

For shipping to Canada, please visit: https://www.kulanikinis.co/

For shipping to Australia and New Zealand, please visit: https://www.kulanikinis.com.au/

For shipping to the United Kingdom, Guernsey, Jersey, and Isle of Man, please visit: https://www.kulanikinis.com.au/

For shipping to Åland Islands, Albania, Andorra, Armenia, Austria, Belgium, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Greece, Greenland, Guadeloupe, Hungary, Iceland, Ireland, Italy, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Mayotte, Moldova, Monaco, Montenegro, Netherlands, North Macedonia, Norway, Poland, Portugal, Réunion, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Svalbard & Jan Mayen, Turkey, Vatican City, please visit: https://kulanikiniseu.com/

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, Australia 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!

After your order is placed, it is sent to our amazing warehouse team for processing and packaging. Processing and packaging can take between 0 and 5 business days, but most orders are processed and packaged within 24 hours. 

When your order is sent to our warehouse team, you will receive a dispatch notification with tracking. However, please keep in mind that your shipping speed begins once your package leaves our warehouse. 

We aim to have your order leave our warehouse within 24 hours unless it was placed outside of business days or there is dispatch delay. In the event of a dispatch delay, we will post a notification about this on our website! 

Business days are Monday through Friday with the exception of public holidays.  Saturday and Sunday do not count as business days. Please keep in mind that Australian public holidays may be different from those in your country.

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.

If you chose DHL Standard shipping, your order has shipped, and you are within the estimated business day delivery window, but your tracking is not updating, please do not stress! This is normal and it is likely that your package is being handed over from DHL to USPS who will deliver the package to you.

For customers shopping from within the USA, multiple shipments that are dispatched on the same business day to the same consignee with a combined value of more than $800 will be assessed for duties. Please know these are to be covered by the customer, not Kulani Kinis. We only allow orders up to the value of $800. If you choose to place multiple orders with a total value that exceeds $800, please know your package will be stopped by customs and you will be required to pay import tax. If you refuse your package and it is redirected back to our HQ in Sydney, fees will apply. If you place multiple orders in the same day that total over $800, Kulani Kinis has the authority to hold one or more of your orders from shipping and will delay shipping by two days in hopes of preventing the charging of duties.

For customers shopping from Israel and the United Arab Emirates, 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 all other countries, 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 DHL Standard in partnership with USPS. Shipping times can take 10-20+ 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. 

If your order has already shipped and you chose DHL Express shipping, 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.

If your order has already shipped and you chose DHL Standard shipping, regretfully your address will not be able to be updated. If your package can't be delivered due to an incorrect/insufficient address provided at the checkout we will not be able to offer a refund or replacement for the items or the cost of shipping.

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, if you can't be present the driver will attempt additional delivery or leave a note for you to contact your local DHL.

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 release DHL + Kulani Kinis from all liability for any loss that may result from delivering the package according to your request. Kulani Kinis and Aus Post will not be able to send a replacement order or refund you for the order should any loss or damage occur.

Your shipping speed begins once your package leaves our warehouse.

Current shipping speed estimates are 3-8 Business Days for DHL Express depending on destination, and 5-20 Business Days for DHL Standard depending on destination. However, please refer to the charts in the "Shipping Cost, Speed, and Carrier" sections above for a precise estimate for your destination.

Business days are Monday through Friday with the exception of public holidays. Please keep in mind that Australian public holidays may be different from those in your country. Saturday and Sunday do not count as business days.

No discounts or refunds will be granted for packages that arrive past their estimated shipping speed.

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 USPS 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 and USPS 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 and USPS may take more than 5 business days.

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

If you are shipping to an APO/FPO address, please reach out to us before contacting USPS, as your order may be delivered by the postal carrier in the country where you reside. 

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.