FAQ
FAQ
Hello! Welcome to our Frequently Asked Questions section. We hope you find these FAQ’s helpful, however, if you don't find the answers to your questions listed below, please feel free to send us an email at shop@kasiesroom.com.
ORDERING
Q. HOW SECURE IS MY PERSONAL INFORMATION?
A. KASIE's Room uses industry standard privacy protection; we don't sell, lease or otherwise distribute any personal customer information. What's more, all sensitive personal information is kept securely offline in our privately run secure data center.
Q. WHEN WILL MY ORDER BE PROCESSED?
A. Orders will be processed within 24-36 hours from the order time and shipped within 5 business days. Please contact us if you do not receive a shipping notification email after 7 business days from the day you completed your payment. Some felt mobiles and fabric decals can take longer and this will be noted on the product page.
Q. DO I NEED TO HAVE AN ACCOUNT TO ORDER?
A. No, you can place an order as a guest.
Q. WHAT IF I TYPED THE WRONG EMAIL ADDRESS?
A. Please contact us so we can change your email address. We can change your email address and name. Changes to the order and shipping address will depend on if the order has shipped or not. If the order has not yet shipped it might be possible to change the address or order.
Q. ARE THERE ANY EXCHANGE RATES?
A. Our store is based in Australian Dollars. For your convenience we have a currency converter in place so you can pay via credit or debt card in your local currency, your order total will be calculated in accordance with the daily exchange rate of the day.
Q. WHAT PAYMENT METHODS DO YOU ACCEPT?
A. We accept major credit and debt cards (VISA, MasterCard, AMEX) and PayPal. We do not accept personal checks, money orders, direct bank transfers, or cash on delivery.
Q. HOW SECURE IS MY ONLINE ORDER?
A. When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. This is all backed by Shopify's security systems and we do not have access to any card numbers or the ability to charge a card without the customers consent.
Q. HOW DO I CHANGE OR CANCEL MY ORDER?
A. If you wish to change or cancel your order please contact us at shop@kasiesroom.com and we will do our best to help you.
Please note: We process all orders within 24-36 hours of you placing your order and after this point no changes can be made and the order cannot be cancelled.
Q. MY ORDER WAS CANCELLED
A. We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorised. If the credit card has already been authorized for the purchase and the order is cancelled, we will issue a credit to the original method of payment.
Q. WHEN WILL MY ORDER ARRIVE?
A. Most orders arrive within 10-15 business days, regardless of where in the world you are. While this is the standard timeframe sadly we have no control over postal delays that may cause your order to arrive later than this.
Q. HOW DO I TRACK MY ORDER?
A. We will email your tracking information as soon as your order has shipped. You can track your order via the link in the email. Please note that orders with multiple items are often sent in separate packages and each one will have a unique tracking number.
Q. MY TRACKING NUMBER ISN'T WORKING.
A. Please ensure you are using the most recent shipping email to track your order. Sometime the tracking number is updated as an order is transferred from one carrier to another, we will always send an email update when this occurs.
Q. CAN I USE SEVERAL DISCOUNT CODES IN ONE ORDER?
A. If the codes apply to different products this may be possible. But you can't stack discounts on the same product. If a product is already marked down in most cases the discount will be taken off the lowest marked price.
Q. WHAT DO I DO IF I HAVE MISSING ITEMS IN MY ORDER?
A. This very rarely happens and if it has firstly we sincerely apologise for the mistake. If something is missing, please contact us at shop@kasiesroom.com immediately.
Please provide a picture of what you have received as well as pictures of the packaging and a clear picture of the tracking label are provided this will help expedite the resolution.
Please note: Often orders are sent in multiple packages, so please first check the shipping emails to ensure the rest of your order is not already on the way.
Q. ORDERED 2+ ITEMS, BUT ONLY RECEIVED ONE... WHERE'S MY ORDER?
A. We have a large assortment of products and when you order multiple items at a time, they may be shipped separately so they get to you faster. Typically there is no cause for concern if you don't receive all of your items at once. Please check your shipping confirmation emails that will show how many packages were sent.
If all packages have arrived and something is still missing please contact us at shop@kasiesroom.com so we can look into the matter and resolve things for you.
SHIPPING & CUSTOMS
Q. I'VE RECEIVED AN EMAIL/TEXT TELLING ME I NEED TO PAY AN ADDITIONAL FEE FOR DELIVERY?
A. This is a scam! DO NOT pay! The postal system will not ask for additional money to deliver your item. We will never ask for additional money to deliver your order. If in doubt please contact us at shop@kasiesroom.com or contact your local post office.
Q. HOW DO I SET MY SHIPPING ADDRESS?
A. Since our website and service are based on English, all the information that you type/enter is required to be English input method, including punctuation. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead.
Q. CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?
A. Please be advised that your shipping address cannot be revised after the order has been processed or shipped.
If the package is being sent via Australia Post they do have a free re-direction service which can be used.
Q. WILL I BE CHARGED CUSTOMS AND TAXES?
A. Australian prices are inclusive of tax.
All other countries the price does not include tax, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
That said this very rarely happens so the chance of additional fees are very slim.
Q. IS MY ORDER ELIGIBLE FOR FREE SHIPPING?
A. All orders are shipped free regardless of where in the world you are.
Q. MY ORDER STILL HASN'T ARRIVED, I THINK IT IS LOST?
A. If you think your order has been delayed or lost in the post please contact us at shop@kasiesroom.com and we will start an investigation with the courier.
RETURNS
Q. HOW DO I RETURN AN ITEM?
A. All returns must be made within 14 days of the order delivery. If you are not happy with your purchase and wish to return an item, please contact us. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send instructions. Please note there is a 20% restocking fee charged for all change of mind returns.
Customised items can only be returned if they are damaged or incorrect. Failure to provide the correct information is an invalid reason for a refund.
Q. WHAT IF THE ITEMS I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?
A. Firstly, please accept our sincerest apologies. Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, damaged, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to correct your order as soon as possible.
Q. HOW LONG IS THE RETURNS PROCESS?
A. Processing returns may take up to 5 business days from the day we receive your return. A confirmation is sent when your return has been processed.
Q. WHEN WILL I RECEIVE MY REFUND?
A. All refunds will be credited to your original form of payment. If you paid by credit or debit card refunds will be sent to the card issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, please contact your bank or credit card company. It may take some time before the refund is posted to your account.
GENERAL QUESTIONS
Q. WHERE ARE YOU BASED?
A. We are an Australia owned company based on the Gold Coast, Qld. Our fabric decals are printed and shipped direct from our printer here in SE Qld. All other products are sent from our overseas warehouse, this enables us to offer a much wider range of products, always have popular products in stock, offer free shipping and also sell internationally.
Q. I AM HAVING TROUBLE PLACING AN ORDER ONLINE, DO YOU TAKE PHONE ORDERS?
A. Unfortunately, we are unable to take orders over the phone. You can try placing your order on a different device or browser. If you are still experiencing problems, please email us at shop@kasiesroom.com so we can assist.
Q. I SENT YOU AN EMAIL, WHEN WILL YOU REPLY?
A. Our Customer Care Team operate 10-4pm Mon-Fri. Brisbane, Australia time. Your inquiry is very important to us and all inquiries are responded to with 1 business day.
The office is closed on public holidays. If we need to close at any other time you will receive an automated response advising when we will return. All inquiries will be responded to within 1 business day from the date of return.