Shipping and Returns
When will my order ship?
We do our best to dispatch all orders with 48 hours of your order being placed. Please expect slightly longer dispatch and shipping times during peak periods.
Pre-orders are shipped as per the information on the product page of the item.
All other orders will have shipping calculated at checkout and is dependent on your location.
All orders are shipped out Monday to Friday. You will receive a shipping confirmation with tracking once dispatched from our studio to the email address provided at checkout. All sculpture is final sale.
Will pre-order items be shipped with my other orders?
We want you to receive your Kimu and Fenu Home pieces as soon as possible. This means that all in-stock pieces will be shipped immediately with your pre-order pieces being shipped separately in line with the estimated shipping dates.
Can I change the address on my order?
If you notice that you've listed the incorrect address, and ordered while signed in to your Kimu account, please contact us via email: email@example.com as soon as possible in order to increase the chances that we're able to change the address for you, though we can't guarantee it.
Unfortunately, once an order has been processed (meaning it's with the warehouse and/or a shipping label has been created), we are no longer able to change the address for you. We're so sorry in advance for the inconvenience.
What countries do you ship to?
Kimu and Fenu Home currently only ships within Australia, international shipping is not offered at this time.
In case that our carrier is unable to deliver a package due to an incorrect address entered by you, your refusal to pay duties, multiple failed attempts to reach you at point of delivery or otherwise, Kimu and Fenu Home is not responsible for payment of return shipping costs or costs to resend the package. You are responsible for all shipping costs associated with return packages due to failed delivery.
What is your return policy?
We accept returns on select items within 14 days of receipt. Items must be postmarked by the 15th day to be eligible for a refund. All items must be in their original packaging and condition and is packed in original packaging and well protected.
Customers are responsible for any shipping costs for returns and exchanges. We do not accept responsibility for reimbursement or compensation of returned packages lost in transit without proof of delivery to Kimu or Fenu Home.
Please note that all sculpture, made-to-order pieces are final sale and non-refundable. When a product is non-refundable, it is stated on the product listing page.
To request a return or exchange, please email firstname.lastname@example.org with the below information:
- Proof of Purchase OR Order Number
- Date of Purchase
- Reason for return and any supporting images
If requesting an exchange, please include the details of the product that you would like to exchange for.
Due to the fragile nature of our products, each item is individually packaged to ensure safe transport. Items returned or exchanged will incur a re-pack fee of $5 per item.
A return request is to be authorised by our team. A return may not be authorised if we believe the pieces have been used for staging or loan purposes. Our customer care team will be in touch to approve the return, provide you with a return authorisation number, return shipping label and return shipping instructions.
If Kimu/Fenu Home is delayed or hindered in or prevented from performing any of its obligations under any order by reason of any event or circumstance beyond its reasonable control, we will have no liability to you in respect of such non-performance and the time for performing the same will be extended until the event or circumstance has ceased.
For any questions on our shipping and returns information, please email our Customer Care team at email@example.com