FAQ

In the case that you have received a defective item, please send through an email with your order number, your dispute claim and photo evidence for our review within 30 days of receiving the item and we will provide you with a fair outcome!

In the case of a change of mind due (and any other subjective reasons), please kindly put through a return request within 30 days of receiving your order. To make a return request, please see here.

If a part of your order is a preorder item, we will ship the in stock pieces out to you first and so your order will come in two seperate packages. If this is the case, you would've been sent two tracking numbers so go through your inbox to double check! 

Furthermore, as we have multiple warehouses, it is possible your items get shipped from both warehouses in seperate packages.

On the off chance that we have made a mistake and have failed to include one of your items - we are so so sorry! Please email us immediately and we will send the missing item through at once. 

As with every delivery service, packages can sometimes go missing and we are so sorry if yours has. Please kindly get in touch with us at kinaandtam@gmail.com and we will be able to contact the postal service to see if we're able to find your missing package. If not, we will send through a replacement package to you immediately.

If your tracking number indicates that your package has been returned to us, please get in touch with us as soon as possible. We will look into the reasons for the return (usually due to an incorrect address or the failure to pick up your package in time). In the case that your package has been returned due to an incorrect address or failure to pickup, you will need to cover the delivery postage so that we can resend it back out to you.

***Please note that we offer same day dispatch on all orders (our orders are usually shipped out within a few hours) and so it is highly unlikely that we're able to change your order once it has been placed so it's very important double check your address at checkout!

But if you made a mistake (it happens) please contact us ASAP by emailing kinaandtam@gmail.com with your order number and your correct address. If we have not sent your order out yet, we can easily update your order. If we have already sent your package out, we will not be able to change your address and a $20 'return to sender' fee will be charged.

Once your package is returned to us, we will send it back out to your correct address