STORE POLICY

 

FAQ

What type of payment do you accepted?

The payments on this site are made through Paypal and Direct Bank Transfer.

Your Paypal and credit cards transactions are processed via Paypal secure gateway system. You will be directed to the Paypal site to log in and process the payment. However, you do not need a PayPal account to make a payment and can simply use it as a normal credit card facility to make a one time payment. Please note that all Paypal or credit card transactions and collection of credit card information is processed entirely by Paypal and we do not store any of your card information or details on our servers.

All purchased items/services that use Direct Bank Transfer must be paid within 24 hours, or will be cancelled automatically.

For Indonesian customers, please email us for further information.

 

What is your return and exchange policy?

We create our product with a bunch of love and caring, and we want you to receive it in its best condition as well. It is important to us that you are happy with your order, so we always ensure that the product arrived safely. 

All sales are final and we do not accept any refund or exchanges for any change of minds. We are not responsible for a wrong address or missing packages in the mail after 21 days.

However, we can only do refund under certain circumstances when the product is originally faulty. We will review each case individually to ensure your satisfaction. Exchange and refund will only be given in this case when the product is firstly returned to us in an original or agreed* condition. Please contact us on hello.kontras@gmail.com within 48 hours after upon receiving your order to discuss it further. Note that shipping cost is non-refundable.

 

Can you include gift note and gift wrapping for my order?

Our gift note and gift wrapping come together as a package. If your order is for someone else (or even for yourself!) and you want it to be delivered as a present, please purchase our special gift wrapping listing together with your order that want to be wrapped, in a single transaction.

Please order on a separate transaction if you wish to have a few gift wrapping orders. Otherwise, you can always email us and let us know so we can accomodate your needs.

 

Do you do custome and personalised order?

Yes, we can accommodate custom and personalised order depending on what item you are buying. Please contact us for further info before purchasing any custom and personalised listing.

 

Wholesale availability

Our products are available for wholesale. 
Please email us at hello.kontras@gmail.com for more info.

Shipping

The purchased products will be processed once the payment is cleared. The item will then be dispatched within 1-2 business days after the payment is cleared to your designated address. Please be patience as the standard local delivery usually takes up to 7 business days to arrive, and may take even longer for further location. Let us know in advance if you want it to be delivered with express delivery.

If you would like to pick up the item to avoid shipping fee, do not worry! Just let us know so we could provide you a free shipping coupon and set up a time to meet up! 

Domestic Shipping
Shipping upgrades are available upon request with an additional fee. Please be advised that shipment to WA will take slightly longer than usual shipment to VIC, QLD, NSW or SA.

International Shipping
We use International Australia Post service for international shipping. Please be advised that it usually takes between 10-30 days, depending on the country of destination. Please check your country's estimation time on Australia Post website.

Privacy

Your privacy is important to us. We are committed to ensure your privacy is protected and will not be disclosed to third parties for marketing purposes, unless required to by law.

Your personal information collected will be used only for our internal records such as identity, process your orders or queries, and to help improve your shopping experience. In addition to using your contact information to communicate with you regarding your orders, we may occasionally use it to keep you posted on new products and/or promotions.

The collection of information may be in person, during a telephone conversations, or written by mail, email, or by completing any online forms. Information may include your name, phone number, address, email address, etc. We do not store your credit card information as these are processed by PayPal.

If at any time you wish to update your personal information you have provided to us, or unsubscribe to receive our promotional news, you can send us email via hello.kontras@gmail.com or contact us here.