Shipping & Returns
SHIPPING INFORMATION
We believe in fast and safe shipping, to make your online experience a pleasant one. Firstly, some generic shipping conditions:
- All orders will be dispatched within 1-3 working days of order receipt
- Orders can only be cancelled before being shipped, recalling packages is not possible
- Shipping times on orders range fromĀ 7-22 business days
- In rare circumstances order processing may take aĀ few days longer due to high demand
- Orders placed on weekends or public holidays, will not beginĀ processing untilĀ the next working day
- All orders Returned To Sender due to not being claimed, or for incorrect addresses, re-delivery charges may be applicable
- Delivery time is an estimate only andĀ Kustora is not liable for any loss or damage suffered through any reasonable or unavoidable delay in delivery
WORLDWIDE FREE SHIPPING
Free Shipping is available onĀ most orders worldwide. Shipping times may vary depending on location. These shipping times can also increase during times of high demand.
Priority Processing entails your order jumping the processing queue alongside all other priority processing packages.
Priority Processing + Package Insurance entails the same benefits as the Priority Processing option however your package is also granted with 100% insurance. This covers any damage costs or lost packages.
COVID-19 DELAYS
- There are currentlyĀ 1-2 day delays inĀ processing times
- Shipping times can not be accurately predicted due to the constantly changing performance of shipping carriers. Some of our packages are experiencing no delays, whilst others are experiencing extreme 20-30 day delays.
- To receive a rough estimate of how long your item willĀ be in transit, please contact info@kustora.com
RISK OF LOSS
All items purchased from Kustora.com are made pursuant to a shipment contract.
TAXES & DUTIES
KustoraĀ shall not be held responsible for any possible duties and taxes which may be applied by customs in the country where delivery is placed. The responsibility for any custom duties, foreign taxes or other fees which may be imposed, rest with the customer.
Please contact your local customs office for more information regarding taxes and duties payable in your region.
RETURNS POLICY
We believe in a fair and open returns policy, as we understand online shopping can be convenient and we want to make it easy.
Returns for refund are accepted on merchandise within 14 days of receiving your order.
To return items they must be in their original condition - unused, unwashed and with all tags attached and associated packaging in original condition.
Refunds will be processed within 2-3 business days uponĀ delivery back to our warehouse.
If the customer fails to send the packageĀ back to us before the expiry date of the return label, then the return request is automatically closed.
REQUESTING AN EASYĀ RETURN
Please head to contact usĀ toĀ commence your return request. WeĀ will take care of all the steps required for complete your return.Ā
Please note that you will have to open separate return requests for each product that you purchased from us.
CONDITIONS FOR RETURN
Return postage will be at the buyers expense unless the items received are eligible for 'Faulty Refund'. In this case,Ā Kustora will incur postage.
The return will be accepted where:
- A return request is submitted to our contact us pageĀ within 14 days of receiving your order
- Original proof of purchase packed with the item
- The items are in original condition and not worn, damaged, stained or washed
- All original packaging, tags and labels are fully intact
We recommend a tracked registered postal services, as we do not consider the goods 'Returned' until they have been safely received.Ā Kustora is not liable for loss or damage of goods in transit.
FAULTY REFUNDS
You are eligible for a full refund, within 14 days, including return shipping upon confirmation of garments being faulty. What defines faulty?
- Manufacturing faults
- Delivered items differ from ordered items
- Damage causing product toĀ not fulfil its purpose
All fault confirmation are based on Kustora's assessment once returned. Return shipping costs can be refunded for domestic shipping and international shipping.Ā
Please ensure to carefully follow label instructions, as failing to do so could result in damage to the items which is not covered by our Returns Policy.