FAQS
For all domestic orders please allow approximately 3-6 business days when you select ‘Standard Shipping’ (free) and 1-3 days when you select ‘Express Shipping’ ($15). We will send you tracking details and updates once order is complete online.
We want you to be happy - if you change your mind or you're simply not happy with your purchase, you are welcome to contact us to arrange an exchange or store credit - see our Returns Policy for more.
Please allow 3-5 business days once your item has arrived to our warehouse for our team to process your return. We will contact you via email notifying you that we have received your item and are processing the exchange, return or credit.
We currently accept payment by Visa and Mastercard credit cards, PayPal and Afterpay. If you would prefer to make payment with American Express, please contact us to process your order.
Refunds will only be issued at the discretion of Dylan Kain. Any item purchased from Dylan Kain that is legitimately incorrect or deemed to be faulty may be eligible for a refund. In order to obtain a refund please contact us via email at customerservice@dylankain.com within 48 hours of receiving the goods with a copy of your receipt. Please note: Refunds involving AfterPay will be returned to your AfterPay account and may take additional days to process.
In the event that you receive the incorrect item (sorry!) please contact our Customer Service team at customerservice@dylankain.com so we can look after you.
If a manufacturing fault occurs under normal use (not including general wear and tear) within 12 months of the purchase date, please contact our customer service team customerservice@dylankain.com with a copy of your proof of purchase and a description of the fault. Photos are also super helpful. Unfortunatley we can't honor the warranty if the item has been mistreated. If proven to be a manufacturing fault the item will be happily repaired or replaced free of charge with the same or comparable item. Please note that postal costs for returned goods are the purchaser’s responsibility and will be reimbursed by Dylan Kain only in the case of faulty or incorrectly supplied goods.
For all domestic orders please allow approximately 3-6 business days when you select ‘Standard Shipping’ (free) and 1-3 days when you select ‘Express Shipping’ ($15). We will send you tracking details and updates once order is complete online.
Everyday we are packing and shipping orders and we endeavour to start processing your order as soon as we receive it. During normal periods, if ordered prior to 11am, the order will ship same day, however during peak times (Christmas, Sale periods and public holidays) there can be a delay).
We offer Free Shipping on all orders. Please allow approximately 3-6 business days when you select ‘Standard Shipping’ (free) and 1-3 days when you select ‘Express Shipping’ ($15). We will send you tracking details and updates once order is complete online. Orders going to New Zealand are free, unless you require the Express option 1-3 days for $20 aud.
We sure can! Please ensure that the shipping address is correct as we are unable to redirect orders once they are on their way to you. All deliveries must be signed for, so please make sure you provide an appropriate address.
Once your order is placed through our website, a screen with all tracking details including tracking numbers will appear. Here you can choose to receive updates via email or SMS.
During the Checkout process, on the Payment page you will see ‘Gift card or discount code’ on the right hand side. Please enter your code here and ensure you hit the ‘Apply’ button. You will then see the your new total calculated below.
Sure can! To do so please contact the customer service team at customerservice@dylankain.com so we can process for you.
Sorry about that. Please contact our Customer Service team by emailing customerservice@dylankain.com and we will look after you.
Dylan Kain offer 1 year to use gift cards. We can email you an e-card to forward directly to the recipient or if you would prefer a nice card and envelope, we can arrange that at no extra cost. Please send us an email to arrange a card to be sent.
Our ‘Core Range’ is regularly re-stocked. However other ranges are not necessarily, please contact our Customer Service Team to find out if a specific product will be re-stocked by emailing customerservice@dylankain.com
No, its up to you. You can either check out as a guest or you can create an account. The benefit of creating an account is when you sign in next, your shipping and billing addresses will be automatically filled out, saving you time. You can also keep track of orders and view past purchases.
Dylan Kain is carried in select retailers. To see a full list of stockists, please visit our stockist page.
SHIPPING & DELIVERY
| SERVICE | ESTIMATED DELIVERY | COST |
|---|---|---|
| FREE STANDARD SHIPPING | 2-6 BUSINESS DAYS | FREE |
| EXPRESS SHIPPING | 1-3 BUSINESS DAYS | $15.00 |
| NEW ZEALAND STANDARD | 2-6 BUSINESS DAYS | FREE |
| NEW ZEALAND EXPRESS | 1-3 BUSINESS DAYS | $20.00 |
Orders placed before 12pm AEST Monday – Friday (Sydney, Australia) will be shipped same day. Orders will be delivered between 8am – 6pm Monday to Friday. Please ensure that someone is available at your delivery address as a signature will be requested upon delivery. If an authorised person is not able to sign for your delivery the driver will leave a card and the delivery will be returned to the nearest collection centre for you to collect. Please note that once your order is on its way, we are unable to change the shipping address.
POSSIBLE DELAYS
We do our best to ensure the timely delivery of all orders, please bear in mind that we are only provided with an estimated delivery date from our carriers. On a rare occasion, your order can arrive outside of the estimated timeframe.
Once your order is placed through our website, a screen with all tracking details including tracking numbers will appear. Here you can choose to receive updates via email or SMS. If for any reason you don't receive this information, please contact us and we will look after you.
All Dylan Kain packages are delivered beautifully presented Dylan Kain shop bag, tissue and postal box. We also offer a luxury gift wrap service. If you wish to include a personal note, or gift wrap, please add this to your order (available as an option when selecting your chosen item) or send us an email at customerservice@dylankain.com immediately after placing your order.
Deliveries within Australia will not incur any extra charges. All international deliveries (including NZ) are shipped on a DDU (Delivery Duty Unpaid) basis. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival. We work closely with our shipping partner to minimise the potential impact of custom delays for our international customers.
PAYMENT & SECURITY
CREDIT CARDS
We accept Visa and MasterCard. If you wish to make payment with another card, such as American Express, please contact us customerservice@dylankain.com so we can process for you.
PAYPAL
PayPal express feature is available to speed through the checkout.
AFTERPAY (AUSTRALIA ONLY)
Afterpay is an interest free payment plan option where you can spend up to $1,000. The funds for the first payment will need to be available on your card at the time of purchase. Note that orders purchased with Afterpay and returned are only entitled to an exchange or store credit. No refunds can be processed for Afterpay orders.
You can also use store-credit or a gift card. Each gift card and store-credit carries an individual code you can easily enter when completing the checkout. They both expire after 12 months and may be combined with promotions. Please contact us if you require assistance with gift cards or store-credit.
All transactions submitted through our website are protected by SSL (Secure Socket Layer) encryption which encrypts information you input to protect it from interception by outside parties. Dylan Kain is committed to maintaining the highest levels of security and protection against fraud. While we make every endeavour to ensure every shopping experience with us is a good one, in the event a credit card is used without the holder's authorisation, the card holder must notify their credit card provider in accordance with their reporting rules and procedures.
Occasionally, orders may be subject to payment verification. For the protection of our customers, we want to ensure that every order that we ship out was authorized by the cardholder. If your order is placed on hold, we will reach out to you right away to ensure that the delays are minimal.
You are currently on our Australian and New Zealand website. Your card will be charged in AUD and any conversions will be handled by your financial institution. If you wish to order for delivery outside Australia and New Zealand, please visit our international website, www.dylankain.us
ORDERING
Pre-orders are items that are not in stock currently but are being made to order and will ship at a later date. The estimated arrival date for the item will be displayed on the product page. If you submit a pre-order, this is treated like an actual order and you will be charged for the item/s and shipping when placing your order and your order will be mailed out to you as soon as the shipment reaches our warehouse.
For orders that contain a combination of in stock item/s and pre-order item/s, these will be shipped separately so you receive your in-stock item/s straight away. Pre-order item/s will be shipped on the date advertised on description.
Please make sure you choose your items carefully and add the correct shipping before placing your order. If you have any urgent changes please contact our team as soon as possible. We pack and ship orders daily so cannot guarantee your requests can be made, but will always do our best to help when we can.
RETURNS
We want you to be happy - if you change your mind or you're simply not happy with the purchase, you are welcome to contact us to arrange an exchange or store credit.
Please indicate your intention to exchange or return any item within 5 days of the date of delivery via email at customerservice@dylankain.com to obtain a "Return Authorisation" number and the relevant terms and conditions.
Please note:
- Items delivered within Australia must be returned within 7 days after receiving the RA number. International customers allow up to 14 days.
- Cost associated with shipping will be the responsibility of the sender and all tags and packaging must be in original condition. Dylan Kain will not be held liable if the item is lost in transit and therefore recommends that you send all returns by trackable, insured Registered Post or via courier.
- All exchanges are subject to availability. Unfortunately, we cannot offer an exchange or refund on sale items.
- All exchanges receive Complimentary Shipping when being sent back to you.
- A store credit will be offered for any items returned due to change of mind.
- Purchases made at VIP and Warehouse sales are final, we do not accept returns or exchanges on these items.
- Store credits are valid for 12 months from date of issue. We reserve the right to deem any outstanding credit values null and void after the expiration date.
| IN TWO SIMPLE STEPS: | |
|---|---|
| SEND US AN EMAIL | Please indicate your intention to exchange or return any item within 5 days of the date of delivery via email at customerservice@dylankain.com to obtain a "Return Authorisation" number and the relevant terms and conditions. |
| SEND YOUR ITEM BACK TO US | Use our return portal to return your item. |
Please allow 3-5 business days once your item has arrived to our warehouse for our team to process your return. We will contact you via email notifying you that we have received your item and are processing the exchange, return or credit.