SHIPAID FAQs

ShipAid is our stress free delivery protection.  Should your order be lost, damaged or stolen during transit we will remake as a priority and reship it to you.

ShipAid starts at $1 and is calculated at 3% of your total order value. The fee will be capped at $15 for orders over $500.

Loss - Should your item be declared lost or significantly pass the expected delivered time frame then we will replace without question.

Theft - Should your package be stolen while in the possession of our delivery partners we will replace your order. Please note, once the item is delivered to your address the coverage ends. 

Damage – Should your item be damaged while in the possession of our delivery partners we will replace your order. Please note, once the package has been delivered, the coverage expires.

ShipAid does not cover theft after the package has been marked delivered, so please monitor your shipment via the tracking information that is provided in your dispatch email.

Undelivered packages due to an incorrect or insufficient address. We will ship to the address that is provided by the customer and have no means to verify if an address is correct. If your order is returned to us due to an incorrect or insufficient address (missing apartment or suite number, etc.), please contact hello@kbnjewellery.com.au and we can reship your order at cost once we receive the returned package.

Delayed or late deliveries. We cannot guarantee delivery by any given date. Due to factors outside of our control, including weather or seasonal disruptions, delayed deliveries do not qualify as a valid claim.

We cannot guarantee delivery by any given date. Due to factors outside of our control, including weather or seasonal disruptions, delayed deliveries do not qualify as a valid claim.

If your item is delayed past the advised delivery window, please contact Australia post so they can advise of the whereabouts.

If they mark the item as lost please complete the ShipAid claim form.

Once your order has been placed we cannot guarantee any changes. Please email us and we will see where your order is in production.

This could be for a variety of reasons, but don't worry, we'll contact you as soon as we receive your parcel and let you know. Depending on why it was returned to us, you might need to pay for postage again.

We will of course still support you to seek any compensation available from Australia Post however we cannot guarantee the claim would be approved and for what amount the compensation would be if anything.

Just visit this link and complete the form.

All claims must be filed within 1 month of expected delivery time.