Shipping policy
Last updated: 24 August 2026
At Kivelle, we aim to make delivery simple, tracked and straightforward.
We currently ship within Australia only.
Delivery timeframe
Most Kivelle orders are expected to arrive within:
5–10 business days
This timeframe is calculated from the date your order is placed and includes normal order processing and transit time.
Business days are Monday to Friday and exclude weekends and public holidays.
Delivery estimates are provided in good faith based on normal fulfilment and carrier timeframes. While most orders should arrive within the estimated window, occasional delays outside our reasonable control may occur.
Order processing
Orders generally require a short period of time to be confirmed, prepared and transferred to our delivery network.
Processing forms part of the 5–10 business day estimated delivery timeframe shown above.
Orders placed on weekends or public holidays may begin processing on the next business day.
Once your order has been dispatched, tracking information will be sent to the email address provided at checkout.
Shipping cost
Kivelle currently provides:
Free tracked shipping Australia-wide.
There is no additional standard shipping charge at checkout unless clearly stated otherwise before you place your order.
Tracking your order
Once tracking becomes available, we will send it to the email address associated with your order.
Please allow some time after receiving your tracking information for the carrier's tracking system to register its first scan.
Tracking updates are controlled by the delivery carrier and may occasionally take time to refresh between scans.
Where we ship
Kivelle currently accepts orders for delivery addresses within Australia only.
We do not currently offer international shipping.
Orders submitted with an address outside Australia may be cancelled and refunded.
Please check your address carefully
Customers are responsible for providing a complete and accurate delivery address at checkout.
Before placing your order, please check your:
- full name;
- street address;
- suburb;
- state or territory;
- postcode; and
- unit or apartment number, where applicable.
If you notice an error after ordering, email us immediately at kivelle.au@gmail.com.
We will make reasonable efforts to update your order if fulfilment has not yet begun, but we cannot guarantee that an address can be changed once the order has entered processing or has been dispatched.
Incorrect or incomplete addresses
If a parcel cannot be delivered because the address supplied by the customer was incorrect or incomplete, we may need to wait for the parcel to be returned before arranging another shipment.
If reshipping is requested because of an address error made by the customer, reasonable additional shipping costs may apply.
This does not apply where the delivery problem was caused by an error made by Kivelle or where Australian Consumer Law provides otherwise.
Returned-to-sender parcels
A parcel may be returned to sender where, for example:
- the address provided was incorrect or incomplete;
- delivery was repeatedly unsuccessful;
- the parcel was not collected from a collection point within the carrier's timeframe; or
- the carrier was unable to complete delivery.
If your parcel is returned, contact kivelle.au@gmail.com.
We will review the circumstances and advise you of the available options.
Where the return was caused by customer-provided delivery information or failure to collect the parcel, reasonable reshipping charges may apply.
Delivery attempts and safe drop
Depending on the carrier and location, your parcel may:
- be delivered to the address;
- be left in a safe location;
- be redirected to a collection point; or
- require another delivery attempt.
Carrier delivery procedures may vary.
If you provide authority to leave or another delivery instruction, please ensure the nominated location is reasonably safe and suitable for delivery.
Nothing in this section excludes any responsibility Kivelle has under applicable Australian law.
Tracking says delivered, but I can't find my parcel
If tracking shows your parcel as delivered but you cannot locate it, we recommend first checking:
- around the delivery location;
- mailboxes and safe-drop areas;
- with other members of your household;
- building reception or parcel areas;
- nearby collection points where applicable; and
- the carrier's tracking information.
If the parcel still cannot be located, contact us at kivelle.au@gmail.com with your order number and we will assist with reviewing the delivery.
A carrier scan alone will not prevent us from considering genuine delivery issues where further investigation is reasonably required.
Delayed orders
Occasional delays may occur because of circumstances such as:
- high parcel volumes;
- carrier network disruptions;
- severe weather;
- public holidays;
- remote delivery locations;
- transport disruptions;
- supplier or fulfilment delays; or
- other events outside our reasonable control.
If we become aware of a material delay affecting your order, we may contact you with updated information where reasonably practicable.
Australian Consumer Law requires businesses to provide accurate information about expected delivery and to provide an appropriate solution where paid goods cannot be supplied on time or within a reasonable period.
Orders exceeding the estimated timeframe
If your order has not arrived after 10 business days, this does not necessarily mean the parcel has been lost.
Tracking networks can occasionally experience delays.
Please check your tracking information first and, if you need assistance, contact:
Include your:
- full name;
- order number; and
- delivery postcode.
We will review the available tracking and fulfilment information and assist with the next appropriate step.
Lost parcels
If a parcel appears to have been lost in transit, we may need to investigate the shipment with the relevant carrier or fulfilment provider.
Please allow us a reasonable opportunity to investigate the delivery issue.
Where goods cannot ultimately be supplied or delivered as required, we will provide the remedy required by Australian Consumer Law.
Damaged parcels
If your order arrives damaged, take clear photographs of:
- the external shipping package;
- the shipping label;
- the product packaging; and
- the damaged product.
Email these together with your order number to:
Please retain the product and packaging until we advise you what to do next.
Separate shipments
Where an order contains multiple items, products may occasionally arrive in separate parcels.
If this occurs, additional tracking information may be provided.
You will not be charged additional standard shipping simply because we divide an order into multiple parcels.
Changes after dispatch
Once an order has been dispatched, we generally cannot:
- change the delivery address;
- redirect the parcel ourselves;
- change the recipient; or
- cancel the shipment.
You may be able to request delivery changes directly through the carrier where that service is available.
Order cancellations
Because orders may enter processing quickly, we cannot guarantee that an order can be cancelled after it has been submitted.
If you contact us before fulfilment begins, we will make reasonable efforts to assist.
Once an order has been dispatched, our Return & Refund Policy applies.
Australian Consumer Law
Nothing in this Shipping Policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law that cannot legally be excluded.
Information regarding delivery times must be truthful and based on reasonable grounds. This applies to shipping information displayed on websites and in advertising.
Contact
For all shipping and delivery enquiries:
Email: kivelle.au@gmail.com
Kivelle currently provides customer support by email.