Frequently Asked Questions

Welcome to the FAQ section of Kouwi.com! We understand that you might have some burning questions about our platform, and we’re here to provide all the answers you need. Whether you’re curious about our services, seeking clarification on specific features, or simply looking for guidance, this FAQ section is designed to address the most common inquiries we receive. So, sit back, relax, and let us guide you through the ins and outs of Kouwi.com. Get ready to unravel the mysteries, clear any doubts, and embark on a journey towards a better understanding of our platform.

How soon will my order arrive? Orders from local brands typically arrive within 3-5 business days. Please note that delivery times may vary depending on the season, with December and January being our busiest period. Some items may take up to 15 business days, depending on the vendor. If you have any questions, feel free to reach out to us for assistance.

What payment methods are accepted? We accept most credit cards and are affiliated with Afterpay, Wizit, and Paypal. If you prefer not to pay in full, you can choose Afterpay or other available options during the checkout process.

Can I return an item if I’m not satisfied? We understand that sometimes the shoes just don’t fit. If you’re unhappy with your purchase, contact us within 10 days of receiving your item, and we’ll do our best to provide a full refund. For apparel items, we offer exchanges or refunds. We’ll provide you with the necessary information on where to send the item for a refund. Please note that return shipping costs are the responsibility of the customer. Check out our Returns refund policy HERE 

Our refund and returns policy is valid for 10 days. After this period, we cannot offer a full refund or exchange for your item.

My shipping cost seems high. Good news! Orders over $150 include FREE shipping. For orders under $150, shipping fees are calculated per vendor. Local sellers on kouwi.com set their own shipping fees within Australia. When purchasing multiple items from different sellers, the shipping fee will be calculated to ensure each item is delivered. Keep an eye out for items that offer FREE shipping at checkout. There are plenty of great offers available! Orders under $150 may be subject to a $10.00 flat fee set by the vendor, but don’t worry, many items are shipped for FREE!

What shipping methods do you use? For orders within Australia, we primarily use Australia Post for parcel delivery, along with other providers. You can easily track your item once your order is placed, and if you have any questions, feel free to contact us. We’ll notify you when your order is on its way to your door.

How can I contact Kouwi.com? You can reach us anytime through our “Say Hello” feature. We strive to respond to your inquiries within 24 hours.

I want to become a seller, Where can I sign up? We would be thrilled to have you join our community! To register as a seller, please visit “My Account” on Kouwi.com. Once you’ve set up your store, feel free to contact us if you need any support with uploading your products.

Is Kouwi an Australian company? Yes, Kouwi, pronounced “cooweee,” is an online marketplace established in Melbourne, Australia, in 2020. We are your go-to destination for local brands and much more! Discover one-of-a-kind health and wellness products, as well as new women’s and men’s clothing and affordable, bold home and lifestyle items. Live boldly!

Do you offer international shipping? Yes, we ship local brands to the USA, Japan, and Singapore. Please note that shipping fees may vary depending on the country the seller is shipping to. Please check the shipping fee at checkout for accurate information.

Is it safe to buy through Kouwi? Absolutely! We take all necessary security measures to ensure the safety of your data and personal details.

How can I cancel or modify an order? If you need to make changes or cancel your order, please contact us within 24 hours of your purchase. We’ll be happy to assist you.

Have some more frequently asked questions you need clarity about? let us know and we’ll come back to you asap. Say Hello 

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