FAQ

Orders are processed within 2–5 business days (Monday to Friday). Orders placed before 12:00 PM (noon) AEST/AEDT): orders placed before the cut-off begin processing the same business day, and orders placed after begin the next business day. As soon as your order ships, you’ll receive a confirmation email with a tracking link.

After dispatch, delivery usually takes 4–9 business days. Combined with processing, the total estimated delivery time is 6–14 business days within Australia. Full details are in our Shipping Policy.

We ship Australia-wide, and shipping is free on every order with no minimum spend.

Once your order ships, we’ll email you a tracking link. You can also track your order any time on our Track Your Order page using your tracking number.

Most orders arrive within 6–14 business days. If yours hasn’t arrived in that window, email us at info@kiyzi.com with your order number and we’ll open an investigation with the carrier and keep you updated. If a parcel is confirmed lost in transit, we’ll send a replacement or issue a full refund — whichever you prefer.

Please contact us within 7 days of delivery at info@kiyzi.com with your order number and clear photos of the issue. We’ll arrange a replacement or refund at no extra cost. If tracking shows your parcel as delivered but you haven’t received it, please check with neighbours and your local depot first, then get in touch within 7 days.

No. All prices on our website are shown in Australian Dollars (AUD) and are final. Kiyzi handles all customs and import processing for your order, so no additional customs duties, import taxes or GST will be collected from you on delivery. The price you see at checkout is the price you pay.

All prices and shipping references are in Australian Dollars (AUD). The total shown at checkout is the final amount — there are no surprise charges on delivery.

Kiyzi is an independent online retailer registered in Germany; our full company details are in our Legal notice. Your order is delivered to you within Australia, and we take care of all customs and import processing on our side, as explained above.

We accept major credit and debit cards through Shopify Payments, as well as PayPal. Payment is taken in full at the time of purchase through our secure checkout.

Yes. Our checkout is encrypted and processed by trusted, PCI-DSS-compliant payment providers (Shopify Payments and PayPal). We never see or store your full card details.

No. The total shown at checkout is all you pay — there are no hidden fees, and we don’t offer subscriptions or apply any recurring charges. Your payment method is charged once per order.

You may request a return within 30 days of receiving your item, provided it’s unused and in its original condition and packaging. The full policy, including costs, is in our Refund Policy.

Email us at info@kiyzi.com with your order number and the reason for the return. We’ll reply within one business day with a return authorization and full instructions. Please wait for that authorization before sending anything back — unauthorized returns may not be processed.

All approved returns are sent to our designated return address in Australia. The exact address is confirmed in your return authorization email, so please don’t ship anything until you’ve received it. We recommend using a tracked service, as we can’t be responsible for items lost in transit.

No — we don’t charge any restocking fees. If your return is due to a damaged, defective or incorrect item, we also cover the return shipping. For change-of-mind returns, the return shipping cost is yours and original shipping fees are non-refundable.

Once we receive and inspect your return, approved refunds are issued to your original payment method within 10 business days. Depending on your bank or card provider, it may take a few additional days to appear on your statement.

Yes — email us at info@kiyzi.com. The fastest way to exchange is to return the original item for a refund and place a new order separately.

Items that have been used, installed, or are no longer in their original condition cannot be returned.

Orders can be cancelled free of charge before they’re dispatched. Please contact us as soon as possible at info@kiyzi.com with your order number, and we’ll help if your order hasn’t shipped yet.

The fastest way to reach us is by email at info@kiyzi.com — we reply within 24 hours on business days (Monday to Friday, 9:00–17:00 AEST/AEDT). You can also use the form on our Contact page, or track an existing order on our Track Your Order page. Our full business and legal details are in our Legal notice.