FAQ'S

SHIPPING

Where do you ship to?

We ship worldwide, shipping is calculated at checkout. If you have any other queries, please feel free to email us at support@kaikoaustralia.com

How long does shipping take?
We aim to get your ordered processed, packed and dispatched on the same day as your purchase. We know how exciting purchasing new products is and we want you to get your parcel as quick as possible.

How much is shipping?
Australia
Standard Delivery: 3 - 6 working days, FREE on orders over $50
Express Delivery: 1 - 2 working days, $5.00

New Zealand
Standard Delivery: 5 - 8 working days, FREE on orders over $100
($10 for orders under $100)
Express Delivery: 1 - 2 working days, $16.00

International shipping 

International shipping prices vary, your price will be calculated at checkout.

Please note that the customer will be responsible for any import fees and taxes when shipping internationally.

Where is my order shipped from?

Your order will be packed with love and shipped from our warehouse on the Sunshine Coast in Queensland Australia

Which company is my order shipped with?

All Australia and New Zealand orders will be shipped with Australia Post. Any other orders will be shipped with the quickest most reliable freight company for international postage, this will be determined at checkout.

Do you deliver to PO Boxes?
Absolutely, please just enter your PO Box in the address form at checkout.

Can I add more shipping information to my order?
Yes of course you can, please email one of our friendly team at support@kaikoaustralia.com and we will add any extra information you may have.
 
My order is urgent what do I do?

If you have placed an order that is urgent please contact us at support@kaikoaustralia.com and we will do our best to fast track this for you. 

Where do I find my tracking information?
Once your order has been dispatched, we will notify you by email with your tracking number and details so that you track your goodies. 

I’ve made a mistake with my address or contact details, what do I do?
Please email us as soon as possible at support@kaikoaustralia.com and we will get this sorted out for you.

What do I do if I haven’t received my order?
In the unlikely chance that your order hasn’t arrived please email us at support@kaikoaustralia.com as soon as possible and one of our friendly team will be able to assist you.

 

RETURNS & EXCHANGES

How do I return my order?

If you’re not happy with your order, we will be shocked….

To request a refund, please sent us an email at support@kaikoaustralia.com to let us know why and we’ll get back to you with all the information you need to know. You will be refunded as soon as your return is received by our warehouse and you'll receive an email confirming your refund.

We aren’t able to provide free returns for unwanted items or incorrect selections, please choose carefully when you are shopping.

You are able to view our full returns policy here.
 
When will I receive my refund?

We will process your refund once the item has been returned to our warehouse. You will be refunded through your original payment method and a confirmation email will be sent to you. Please note that it can take 3-5 business days for your refund to show in your account.

Can I exchange an item I have purchased?

If you would like to exchange any of your items for a different colour or size, we suggest that you place a new order and return your unwanted items to us for a full refund (please see refund returns)

Returns postage is at the cost of the customer so please choose carefully.

My item is faulty, what do I do?

In the unlikely chance that your item is faulty please contact us as soon as possible at support@kaikoaustralia.com and one of our friendly staff will be able to assist you with this.

Don’t forget to sign up for our 12month warranty within 30 days of your purchase, this will cover your item for 12months.

How long do I have to return my item?

We have 30 day returns policy if you are unhappy with your item however the product needs to be unused, unwashed and returned in original packaging.

Please contact our friendly team at support@kaikoaustralia.com before sending the product back so we are aware and can get this sorted for you as soon as possible.

 

WARRANTY

What is the Kaiko warranty?
We stand by our products and hold them to the highest quality standards. We want you to love your Kaiko products, if your item is less than perfect within the first 12 months of use (rips, tears, discolouration, colour runs) we will replace it free of charge. 
 
What does the warranty cover?
Our warranty covers rips, tears or discolouration due colour runs which are a result of manufacturing or delivery issues. Our warranty does not cover any issues caused by general wear and tear of the product.
 
How do I sign up for a warranty?

To qualify for our warranty simply fill in the warranty form within 30 days of your purchase, this is a really simple and easy process and should only take about 60 seconds.

 

PRODUCT & CARE FAQ

How do I care for my towels?

Caring for you Kaiko Towels is super easy.

  • Wash your towels on a cold machine wash- under 30 degrees after a few washes this can be increased to 60 degrees if need be.
  • Don’t wash towels with white or light-coloured garments just to be on the safe side.
  • Try not to use fabric softener as this will reduce the towels absorbency over time, every now and then isn’t a game changer so don’t get too worried.
  • Do not bleach or put near hot implements
  • Tumble drying is ok however we prefer air drying as it is gentler to our products

I have a stain on my towel what can I do?

No one likes stains and they can sometimes be tricky to get out, our recommendation is to wash your towel on a warmer wash around 60 degrees if it has already been washed few times on a cooler cycle. Add a little bit of stain lifting powder and your towel should look brand new again.

How do I roll my towel back into its bag?

This one is super simple and should work every time, check out our folding manual here.

What is the size & weight of the towels?
Kaiko Eco Towels:
160cm x 80cm
 
Kids Poncho XSmall:
120cm x 65cm
 
Kids Poncho Small:
144cm x 65cm
 
How many plastic bottles are used to make my towel?

Each towel is made with roughly 20 recycled plastic bottles.

What is RPET Material?

Each Kaiko Australia beach towel is made with the equivalent of 20 plastic bottles in the form of recycled polyester (RPET). RPET has significant environmental advantages over virgin polyester. Whilst being a versatile and high-performance fibre, it uses 90% less water, 70% less energy, and releases 75% less carbon than virgin fibre production. We are trying to clean our planet one towel at a time.

RPET can be recycled from post-consumer or post-industrial plastic bottles, they are cleaned, shredded into pellets, the pellets are then crushed and melted and spun into thread. 

Now this doesn't impact the quality or feel of our towels, in fact they're so soft and comfy, they almost feel indulgent. 

Where are your products designed and made?

All of our products are designed right here in Australia, with the sand between our toes and the sun shining on our faces. Our products are manufactured by our amazing team in China that have become a part of our family.