FAQ

Are you open?

We have re-opened for Click & Collect only at this stage until further notice. Please make your purchase online and wait for the email notifying you it is ready to collect.

What are the Click & Collect collection hours?

Please see Click & Collect hours here

When will you re-open for browsing and instore purchasing?

We don't have an exact date for full re-opening as yet. Please keep an eye on our website or sign up to our newsletter to be kept informed.

How long does Click and Collect take?

We aim to facilitate Click & Collect orders within 2 hours during our open hours.  (Please note, we are closed Sundays and Mondays). However, sometimes we can't get to all orders in this timeframe. To be sure it is ready before you arrive please wait until you receive your confirmation email before coming to collect.  Feel free to give us a call to check on eta if 2 hours has passed and you haven't received your email.

I need to exchange an item, how can I do that?

Via post:

Postage exchange or shop credit are no problem at all. Please see our terms and conditions page for our full exchange policy. Please contact us beforehand to ensure you meet the conditions for return for exchange.

Via Click & Collect counter:

    • email shop@mrkitly.com.au within 2 weeks of receipt of the gift or purchase
    • include your receipt number, the item you wish to exchange and whether you would like shop credit or alternative item
    • keep your item as new and in original packaging and with all labels and stickers attached
    • we will then get back to you to follow up the exchange request - generally you will be able to bring back your return and collect your exchange item(s) at the same time via the downstairs Click & Collect counter.
    • exchange approval will be conditional on receiving the item back in as new condition in original packaging and with all labels and stickers attached.

How long are Click & Collect orders held for collection?

Orders will be held for collection for up to two weeks. Please contact us if you're not able to collect within that timeframe. Orders not collected within two weeks may need to be cancelled and refunded.

Can I have my Click & Collect order posted?

Contact us if you've nominated Click & Collect, but need to have your order posted. We will send you a new invoice for postage with a payment link to pay online. Please let us know if you require express or standard postage.

I want to make a change to my online order

Please check your cart carefully before finalising your order as we are not able to make additions or edits to your order once the order has been placed.  
 

I'm interstate or overseas and want to buy a gift for someone in Melbourne, can I request Click and Collect by the recipient? 

Yes, you can! In this case please enter the recipient / person collecting name in the notes section at checkout and enter the shop address as the Shipping address. Enter your name and address for the Billing section.

Do you gift wrap?

We can gift wrap your item when the Gift Wrap Donation product is added to your cart and paid at checkout online (or paid for in store). The Gift Wrap Donation product option appears at checkout as a checkbox.
Please understand we are not able to gift wrap when the Gift Wrap Donation product is not included in the online order. In this case your order will be sent without gift wrapping even if it was requested in order notes.  Also some items we are not able to wrap, for example all sizes of self watering pots. In the case we are unable to wrap an item we will refund the Gift Wrap product.

Are you sending overseas?

Whilst some things are improving, due to continued extensive and unpredictable delays with international post we have still suspended international orders until further notice, with the exception of New Zealand. New Zealand customers can now checkout online and choose Standard International Post option. Other countries please sign up to our newsletter to receive updates on when shipping will resume.