Frequently Asked Questions

Check our FAQs section below for quick answers to any questions you may have. Can’t find the answer you’re looking for? Please chat to our friendly customer experience team.

Orders

When will my order be dispatched?

We aim to to dispatch most orders within 2 business days in non-peak periods. For orders containing monogrammed items, please allow an additional 1-2 business days for your order to be dispatched. All orders are dispatched from Melbourne, Australia. During sale and holiday periods, delivery may take longer than the estimated time frames above.

How can I track my order?

When your order is dispatched, we’ll send you an email to let you know. You’ll receive another email shortly after from Australia Post or DHL with your tracking information which you can use to follow your parcel’s journey. If your order is shipping to Australia, you can track your parcel on the Australia Post website and you will also be sent updates about your delivery via Australia Post. If your order is shipping internationally, you can track your parcel on the DHL website and will be sent updates about your delivery from DHL. Please allow up to 24 hours from receiving the dispatch email for your tracking information.

Can I make changes to my order once placed?

Unfortunately, we are unable to change or cancel your order once it is placed. Delivery address changes can be made via Australia Post as long as the order is still in transit. Please visit MyPost to use the tracking service to redirect your parcel.

I received the wrong order. Who should I contact?

Please contact our Customer Care team in the event you have received the wrong order.

Why is my delivery delayed?

During popular sales and promotions: We will endeavour to meet our normal delivery timeframe however during popular sales and promotions we may experience delays. International delivery customs delay: Customs inspections may result in additional delivery delays.

I received a faulty item, who should I contact?

If for some reason you receive a faulty item within your order please do not hesitate to contact our Customer Care team for assistance.

Monogramming

What is the cost for monogrammed products?

Add 1-3 characters to your monogrammed product for $9.99 AUD

Add 4-5 characters to your monogrammed product for $15.99 AUD

What products are available to monogram?

We offer a wide range of leather and paper products for monogramming. To view the collection, visit the Personalisation section of our website. Please note some packaging may need to be removed when monogramming items. In ensuring each of our products are a true representation of our brand purpose and values, we monitor all monogramming requests and will notify you if we are not able to process your order accordingly.

Why can't everything on kikki.K be monogrammed?

Our extensive range of monogramming products have been carefully selected to ensure our personalisation service offers premium quality, beautiful and functional pieces that can all withstand the stamping process involved in monogramming. Should you have any further questions about our personalisation service product offering, please let one of our friendly Team Members know.

How many characters can I have monogrammed?

You can have up to five characters monogrammed on majority of our products. On some of our smaller products only three characters can be monogrammed. Please note this may change depending on the letter size. The punctuation marks available for monogramming are # + & ! . - =

What colours can you monogram?

Monogramming is available in gold, silver, rose gold, white and black foiling and blind emboss in most cases.

What does blind emboss mean?

Blind emboss means that no foil is used. The monogramming will be pressed into the leather but not coloured.

Can I choose where my monogramming will be placed?

In most cases, monogramming will be positioned on the bottom right hand side of the product with a few exceptions: Pencil case: monogramming will be positioned on the bottom left hand side of the product. Key ring: monogramming will be positioned in the centre of the product. Items with patterns on the front: monogramming will be positioned on the inside of the product.

What can I expect my monogram to look like?

The process of monogramming one of our beautiful products means that desired foiling colour is applied using extreme heat to emboss and stamp the leather. The entire process is completed by hand which means each product is carefully attended to by one of our monogramming experts. Due to this process, each monogrammed product may slightly vary in appearance.

What are the delivery times on monogram products?

Orders containing monogrammed products will require an additional 1-2 business days for dispatch and delivery. However, this can take longer during promotional or busy periods. In stores during peak periods, please allow 24 hours for your item to be monogrammed.

Can I exchange or return a monogrammed item?

The beauty of the monogramming is that once an item is personalised it is created and marked especially for you! This means that we are unable to accept exchanges or refunds if you change your mind about your purchase.

I have placed my order - am I able to change my monogramming?

The monogramming process is initiated immediately once an order has been placed. For any immediate monogramming product changes please contact customercare@kikki-k.com to check the status of your order.

My monogramming item is faulty, can I get a replacement?

The entire monogramming process is completed by hand which means each product is carefully attended to by one of our monogramming experts. In saying this, there may be some slight irregularities throughout the process that make each product so uniquely different. If you believe the actual product you have had monogrammed is faulty, please contact our Customer Care team at customercare@kikki-k.com for more information.

Monogramming in Store During Busy Periods

In the lead up to Christmas and during busy periods, our pick-up times for collection will be a little longer than usual. Please bear with us as we work to complete your monogramming order as quickly as possible. Speak to our team in store for more information, and to find out available pick-up slots.

Member Benefits

How do I become a kikki.K Member?

Create an account or sign up to our mailing list to become a kikki.K Member. As a kikki.K member, we’ll treat you to special benefits and keep you up to date on all of the latest kikki.K products and news! Member Benefits: - Receive a 15% off Welcome Voucher in your inbox - Enjoy a surprise gift on your birthday - First access to sale preview and promotions - Exclusive access to VIP nights and special events - Receive a gift each year on the anniversary of your membership

I've signed up in store, but I can't log in online. Why is this happening?

You’ll need to create an online account under the email you've signed up with. You’ll then be able to look at your order history, update your account details and more.

Are my Membership Vouchers valid in store?

You can redeem your membership perks in store or online. Simply show our friendly store staff your Welcome, Birthday, or Anniversary voucher to redeem in store. To redeem online, apply the promo code at checkout.

Shopping Online

What payment methods are available?

You can shop online with us and pay with credit card, Afterpay (AU Customers), or Paypal.

Which currency can I purchase my order in?

From 8 August 2024, our system will no longer be able to support New Zealand currency (NZD). From this date, all transactions will be made in Australian currency (AUD) only.
International transaction fees may vary based on your individual bank's policies and rates.
If you have previously purchased a Gift Card or e-Gift Card in NZD, the value will automatically be converted to AUD on 19 Aug 2024.
Please reach out to our customer care team should you have any questions

Gift Cards & eGift Cards

How do I buy an e-Gift Card?

You can buy an e-Gift Card online from kikki-k.com/au. e-Gift Cards are able to be redeemed online or at any kikki.K store in Australia. We are unfortunately currently unable to offer e-Gift Cards to customers shopping online from New Zealand. If you are looking to purchase a gift card for someone special, please visit your closest kikki.K store in New Zealand.

How do I buy a physical gift card?

You can visit any of our kikki.K stores and ask to purchase a physical gift card. Physical gift cards are redeemable online and in-store.

My gift card isn't working. Can you help?

Please contact our Customer Care team if you are having difficulty redeeming a gift card online. We are currently unable to redeem gift cards purchased in New Zealand stores or our New Zealand website. If you are a New Zealand customer and are not located near a store, please contact our Customer Care team to assist you in finding a solution.

What if I've purchased a Gift Card or e-Gift Card in NZD?

From 8 August 2024, our system will no longer be able to support New Zealand currency (NZD). From this date, all transactions will be made in Australian currency (AUD) only.
If you have previously purchased a Gift Card or e-Gift Card in NZD, the value will automatically be converted to AUD on 19 Aug 2024.
Please reach out to our customer care team should you have any questions