FAQ

VISITING OUR STORE

Do you have a physical store location?

Yes we are located upstairs at 381 Sydney Road Brunswick. Look out for the doorway with stairs leading up next door to Market Lane coffee. We do not have alternative access unfortunately but for purchases made online via Click and Collect we can bring the order down to meet you at ground level if you are unable to navigate the stair access (please note this is for pre-purchased online orders only). 

ONLINE ORDERS

Can I change 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. Please contact us soon as possible by email at orders@mrkitly.com.au  if you need to make a change or cancel an order before it is sent out.

When will I receive my order ?

We'll try to send your order out as soon as we can, however we cannot guarantee delivery times. Please see our postage information page for more detailed information on postage options and estimated transit times. In addition to estimated transit times, please allow up to 2-3 business days for us to receive and prepare your order for despatch.

Do you gift wrap?

Yes, we offer gift wrapping as an option on the cart page before you checkout. Use the checkbox and enter the gift wrap quantity for the number of separate parcels to be wrapped. A $5/parcel donation is added to your total. All gift wrapping payments are donated to charities we support

Some items are too difficult or bulky to wrap, including the selfwatering pots and other large items. If we are unable to wrap an item, we will refund your payment for gift wrapping and send item unwrapped.

Are you sending overseas?

We are not currently shipping overseas 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.

 

 

CLICK & COLLECT

How long does Click and Collect take?

Please wait for us to prepare your order for collection. We'll send you a follow up email when your order is ready to collect. In most cases we can have orders ready for collection by the following business day or sooner. Please be sure to check our opening days and hours before coming to collect (Google can't be trusted). 

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'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.

 

RETURNS & EXCHANGES

Do you offer returns?

We are happy to offer return for exchange or store credit for change of mind returns. Store credit does not expire. We can offer a refund if the product you received was faulty or defective on receipt. Please see our full Returns & Exchange policy and instructions here.

I'd like to return an item for exchange or store credit, how can I do that?

Please see our terms and conditions page for our full exchange policy. We offer exchange for shop credit or alternative item. Please contact us beforehand to ensure you meet the conditions for return for exchange. 

What is your policy for Christmas present returns for exchange?

We accept exchange requests until Feb 28 on items purchased from Nov 1 - Dec 24 . We will not accept any exchange or store credit requests after this date. See our Holiday hours & New Year closure information here.
Please note: As per our general returns policy there are no returns for exchange on sale or discounted items. Therefore we recommend checking the receipt or getting in touch via email first to ensure your items are eligible for exchange or store credit.
Items that are eligible must remain in new condition, unused, unworn, and in original packaging.

 

GIFT VOUCHERS

Do you sell Gift Vouchers?

Yes we sell gift vouchers both online and instore. Vouchers purchased online are sent automatically as a pdf to the purchaser's email who can then forward on to recipient or print out. Gift vouchers purchased in store are available as a physical gift and are also sent the pdf. 

Do gift vouchers expire?

Yes gift vouchers expire 3 years after the purchase date. We are not able to extend this expiry date or re-issue expired gift vouchers under any circumstance.

What if I have lost my gift voucher or can't find the number?

We are not generally able to find the number or re-issue gift vouchers that have been lost so please store them carefully (treat them like cash). We strongly recommend taking a photo of the voucher and storing it in your phone photos or adding the pdf to your phone wallet. 

Can I refund a gift voucher?

Gift vouchers are non-refundable, and cannot be exchanged for cash, nor can any partial balance remaining be exchanged for cash.