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FAQ’S

FAQ’S

Pre-Orders


How does pre-ordering work?

You are buying a product in advance, which means you won't miss out. Then we ship it to you as soon as stock arrives, in most cases this is within 2-4 weeks.


All customers will need to wait for their pre-order to arrive before the full order is shipped. Due to covid-19, pre-order dispatch dates have been fluid, and are subject to change. We appreciate your patience in the case that your dispatch date is pushed back, if it is an issue you can contact us and we can discuss options.


We guarantee to do everything in our capacity to meet and fulfill your pre-order.


However, we are aware that several instances may occur between the production time and the actual time that we receive the products in our warehouse that may lead us to inevitably cancel your preorder.


In the rare circumstance that your preorder has to be terminated by Kylee & Co for unforeseen events and reasons beyond our control (eg: manufacturer unable to comply with job order, lost or damaged international shipment, product failing our final quality control check, etc) - you may rest assured we will notify you immediately, and issue full refund to you through your original payment method.


Tracking 


How can I track my order?

You can track your order by using the tracking information provided in your shipping confirmation email: Once your items have been sent, you’ll receive a shipping confirmation email containing a tracking number and link to track your order.

Missing your shipping confirmation email? Be sure to check your junk/spam email folder.


Delivery


What are your order processing times?

As a small business we pride ourselves on getting orders out to you as soon as possible. We endeavour to have orders processed within 72 business hours (of full orders of products that are here).


At times, due to unforeseen circumstances around Covid and illness and staffing, there may at times be a small delay. If your order is urgent please contact us and let us know — we will do our best to offer priority where it's needed the most.


If you haven't heard from us within 72 hours and there is nothing in your spam/junk folder, please feel free to send us an email.



What are your delivery timeframes?

We will keep you up to date with the progress of your order via email but you can always use our online order tracking to see the latest progress.


Please allow up to 3 days for order processing as we get all our orders ready for delivery. We will send you a tracking link, once your order is processed.


We always strive to ensure on-time delivery, but there may be instances when packages may be delivered past the estimated date. For example, this may occur with orders where there are both pre-order and stocked items, we will dispatch the order once in one shipment once we have all your items in our distribution centre.



Who will deliver my order?

We utilise multiple shipping carriers to maximise efficiency, though we mainly use NZ Post.


The tracking link in your shipping confirmation email(s) will take you directly to the website to track your package.



Can I change my delivery address after my order has been placed?

We can’t change your delivery address once your order has been placed.


Once you receive your shipping confirmation email, it may be possible for the carrier to change your delivery address or redirect your order. Please contact the carrier directly.



Do you offer signature required shipping?

Yes — we do offer signature required shipping. 


If you select the signature required shipping option in checkout, our courier will ask for a signature from the person accepting your order. If no one is present to sign for it at delivery, they will leave a Card to Call or a Card to Collect . You will then need to either collect the parcel from the address on the card, or arrange re-delivery at a later date (if this option is available)



The carrier has not delivered my order due to access issues to my address. Why has this happened when your website allowed me to use that address in the checkout?


In rare cases we may not be able to deliver to certain addresses that our carriers deem to be unsafe, inaccessible or in certain remote areas; e.g. narrow dirt roads, steep driveways etc. In these instances, our carriers are often not aware of the issue until they attempt the delivery.


We acknowledge that failed deliveries are disappointing for our customers and ask that if you do live in a location which is difficult to access, please use the delivery address of a local post office or newsagency to collect your order from.



Payment


What payment methods do you accept?

You may pay online via Stripe (which includes Visa, Mastercard, Maestro, American Express, and JCB). 


My credit card details are not being accepted. What’s wrong?

Please check the details you’ve entered online and make sure that:


  • Your credit card number is correct with no extra spaces
  • Your name must appear exactly as it displays on the card
  • If you’re still experiencing difficulties, please check with your bank.

If problems continue, you can try another payment method, such as direct transfer in place of using your card, otherwise contact us.



Do you sell gift cards?

Yes – Kylee & Co gift cards can be purchased online, making gift giving easy. So next time you’re stuck for a present idea or just want to give someone the gift of choice, purchase a gift card. Our gift cards can be used on all products on the website including all brands and vendors.


How long are your gift cards valid for?

Our gift cards are valid for 2 years (24 months) after the date of issue.


Using our Website


How do I place an order online?

  1. Search using keywords, or browse the site for the items you would like to buy
  2. When you are on the page of an item you would like to buy, select which style of the product you would like and what quantity you would like to purchase.
  3. Click “Add to Cart” to add your products to your cart
  4. Click on the shopping bag to review your order, including the delivery fee
  5. Click “Check out” and enter your delivery details
  6. Click “Continue to Shipping” to select your shipping option
  7. Click “Continue to Payment” and enter your payment details
  8. Choose to pay by credit/debit card or one of the other payment methods
  9. Click “Pay Now” to confirm your payment
  10. Once payment has been confirmed, you will receive an order confirmation email from Kylee & Co with your order number and tax invoice


What happens after I place my order?

  1. You will receive an order confirmation email
  • Make sure you check your junk/spam email folders in case it lands in there
  • If one or all of your items are on pre-order — we will source this stock for you
  • Once your items are secured and packed, we hand your order over to our carrier and email you the tracking number
  • Our carrier will be in touch to let you know when to expect your delivery


  • Which device and web browser should I use?

    Our website works on mobile, tablet, desktop and laptop.


    We recommend using the latest versions of iOS, Android, Windows and macOS along with the latest Chrome, Internet Explorer, Firefox or Safari web browsers. Using the latest versions will give you a faster and smoother experience.


    If you’re experiencing problems using a mobile or tablet device, please try a desktop or laptop computer and double check that it is not an issue from your device's end. If you are still experiencing issues please contact us to let us know. If it's on our end we want to know about it and we will do our best to resolve this for you.



    Is your website accessible with assistive technologies?

    We are committed to making sure our website is accessible for ALL people. We will be releasing additional assistive features with each website release.


    If you are having trouble using or accessing our website, or use any assistive technology to use our website please let us know. To the best of our ability, we want our site to work for everyone.


    Account


    Do I need an account to place an order?

    No, you can place an order as a Guest user. However, we recommend creating a Kylee & Co account as it will save you time when next shopping with us online - it allows you to keep a record of your orders with us, and opens you up to reward points, special offers and sales.



    I have forgotten my password. What should I do?

    If you have forgotten your password, you can reset your password — click “Forgot your password?” on the login page.


    If you’re in a hurry, you can always place your order as a Guest user.



    How do I create an account?

    1. From any screen on the website, click the “account” icon
    2. Click “Create account” this will take you to a form to create an account
    3. Fill in the form
    4. Click “Create” to register your account

    To delete your account, you can contact us.