FAQ

VISITING OUR STORE

What are you doing to maintain a Covid-safe space?

Please maintain safe social distancing and sanitise hands on entry. Masks are no longer mandatory, but are recommended when indoors if you are not able to maintain a safe distance.

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 extend the return timeframe for Christmas.
Any gift purchases made from end November through to Christmas are eligible for return for exchange after Christmas. Items must remain unused, in new condition, and in original packaging. Please note there are no returns for exchange on sale or discounted items.
If you can, please do pop in during our open period between Christmas and New Year to make the exchange. If you can't make it in person then, please sure to  contact us via email before January 14th to notify your request for return for exchange. Then when we re-open in late January you can come in in person to make the exchange.  
All exchanges need to be brought in to the shop (or received via post if sending) before February 14th. We will not accept any exchange after this date (even if you have emailed us earlier). 
See our New Year closure information here.