FAQs
This is an approximate conversion table to help you find your size. If you have already purchased an item by our brand, we recommend you select the same size as indicated on its label.
How can I track my parcel?
Your tracking number is located in the automated shipment confirmation email you will receive as soon as your order has been shipped. To track your parcel, click on the ‘track’ link. This will take you our shipping provider Australia Post’s website, which will allow you to view your tracking history whilst your order is in transit and when your order is due for delivery. If you have not received this email, please contact enquiries@kabanashop.com
What do I do if my parcel hasn’t arrived?
If you have not received your parcel within the expected delivery time frame, please contact our customer service team at enquiries@kabanashop.com and we will launch our investigation with our shipping provider. Some circumstances cause shipping delays such as public holidays which are unfortunately out of our control.
When will my order be dispatched?
Once your order has been processed, it will be dispatched within 48 hours* depending on the day and time you have made a purchase. If you have not received a confirmation email within this time frame, please contact enquiries@kabanashop.com and we will look into it for you. Please note any pre-order items have special shipping conditions as per their description. *The Kabana Shop warehouse operates Monday-Friday, any orders placed over the weekend will be shipped on Monday
Do you ship internationally?
Unfortunately, here at Kabana Shop we only ship to Australia and New Zealand. If you live in the US, please click here to shop on our US website.If you are ordering from New Zealand, please click here to check the duty and customs fees and regulations. All NZ orders are shipped via DHL service.
How do I return my order?
Bookmark kabanashop.com and refer back to us when you just can’t find that dress you’re looking for elsewhere, chances are it’ll be here and we’ll fulfil your shopping habits. We hope you are happy with your new purchase, but if you aren’t we have done you a favour… you can return any full price item purchased online within 365 days of purchase if the item is unused with the original tags attached.Our 365-day exchanges or returns are for any new, unworn and unwashed items, found in their original packaging. The shipping cost will be borne by the purchaser unless a fault has occurred with the item to which we will evaluate through our loving customer care service. Now go on add-to-cart guilt free!To make a return, exchange or credit please return items with the original invoice to: KABANA ONLINEP.O. BOX 3537SOUTH BRISBANEQLD 4101
Can I return sale items?
You can return any sale item purchased online within 14 days of purchase if the item is unused with the original tags attached.Our 14 day exchanges or returns are for any new, unworn and unwashed items, found in their original packaging. The shipping cost will be borne by the purchaser unless a fault has occurred with the item to which we will evaluate through our loving customer care service. To make a return, exchange or credit please return items with the original invoice to: KABANA ONLINEP.O. BOX 3537SOUTH BRISBANEQLD 4101
Has my return arrived back to you?
If you have organised your own shipping your parcel should include a tracking number that you will be able to track on the Australia Post website. When we have received your parcel, it should say delivered.Unfortunately, if you didn’t register your parcel there is no way of knowing whether your parcel has arrived until it has been processed. Once your return is processed, we will refund or credit your order and you will receive an email from the Kabana Shop team for confirmation.
What is Kabana’s return policy?
Bookmark kabanashop.com and refer back to us when you just can’t find that dress you’re looking for elsewhere, chances are it’ll be here and we’ll fulfil your shopping habits. We hope you are happy with your new purchase, but if you aren’t we have done you a favour… you can return any full price item purchased online within 365 days of purchase if the item is unused with the original tags attached.Our 365-day exchanges or returns are for any new, unworn and unwashed items, found in their original packaging. The shipping cost will be borne by the purchaser unless a fault has occurred with the item to which we will evaluate through our loving customer care service. Now go on add-to-cart guilt free!
Why hasn’t my return been processed?
We aim to process all returns/exchanges and credits within 48 hours of receival. We are a small, hard-working family here at Kabana HQ, so sometimes there may be a small delay in processing your return. If you have tracked your parcel and can see that it was delivered a few days ago, please contact us at enquiries@kabanashop.com
Has my exchange been posted yet?
Once we have received your item you wish to exchange, your new item will be dispatched to you within 48 hours if stock permits. In the case that the exchange for size, colour, or style you are after is out of stock our customer service team will contact you via phone or email. If you have any concerns, please contact enquiries@kabanashop.com
Can I exchange a mystery bag if it doesn’t fit or if I don’t like it?
Unfortunately, we do not offer mystery bag exchanges for change of mind or do not like the pieces you have received. However, size changes are permitted if stock permits. If you have any queries or concerns about your mystery bag, please contact enquiries@kabanashop.com
Where should I return my items to?
To return any unused and unworn purchases with their tags still on, please return to: KABANA ONLINEP.O. BOX 3537SOUTH BRISBANEQLD 4101
Can I see my order history?
You can find your order history by following the steps below:1. Log into your account on our website2. Click on your name at the top right of your screen3. Click 'Orders’Your orders will be displayed from your most recent order.
Can I change my order after it has been placed?
Unfortunately our warehouse team are so faced pace we are unable to make any changes once you have placed your order. This will include changing your payment method, delivery option, delivery address and items you have ordered. If it is an urgent matter please contact our online customer care team on 0488 550 338 and we will do our best to make a change.
Why have I not received a confirmation email about my order?
If your Kabana confirmation email hasn't arrived, please check in your junk or spam folder in your inbox. If you are still unable to locate this email, please contact enquiries@kabanashop.com
What do I do if I have received the wrong item?
If you have received the wrong item please contact us at enquiries@kabanashop.com if you wish, you can return the incorrect item for a refund or exchange, dependant on your preference. Please note we will refund you for postage costs due to our error. Please include your order confirmation with a note of what you would like to do. Please refer to our return policy when returning your item to us.
What do I do if I have received a faulty product?
We're extremely sorry if you have received a faulty garment. The quality of our garments’ are all individually checked, however, if you have received a product with a manufacturing fault, please send it back to: KABANA ONLINEP.O. BOX 3537SOUTH BRISBANEQLD 4101Once we have received your item we will review it and offer you a refund, credit or exchange, depending on your preference. Alternatively, you can include your order confirmation with a note advising your preference. Please note we will refund you for postage costs if the product is deemed faulty.
What do I do if my order is missing an item?
Sometimes if you order multiple items we have to post them to you separately due to stock locations. However, if you have not received your missing item within 2 days or if you are worried about your order, please do not hesitate to contact us via email at enquiries@kabanashop.com
I missed out on my Kabana first 10%, what do I do?
If you have missed out on your ‘Kabana First” 10% off on your first order, please contact us at enquiries@kabanashop.com and we will refund you the 10%.
Can I request a size that is out of stock?
We do take size requests and do our best to fulfil them. If you are looking for a size that isn’t on the website, please email enquiries@kabanashop.com with the item you are looking for, the colour, your size and your phone number.
Do you hold items for customers?
We do hold items for customers, however strictly for a 24 hour period. We can hold them in store for you to come try on and pick up or we can post it to you. Please contact enquiries@kabanashop.com to organise a hold.
How can I get your email newsletters?
To subscribe to our weekly email newsletter please click here.
How do I unsubscribe from your email newsletters?
To subscribe to our weekly email newsletter please click here.
Do you sell gift cards?
Yes, we do! You can purchase a gift card instore and online with any amount you wish. These are valid for use both in-store and online with a unique gift card promo code. The perfect gift for Mums, sisters, daughters and friends!
How do I apply a promo code?
To apply your promo code to your order, once you have added your items to your card click ‘view cart’ then click ‘apply coupon’. Once you have added your code, the total cost should be reduced.
I forgot to add the promo code at the checkout?
If you have forgotten to add your promo code at the checkout of your order, don’t stress! Email us at enquiries@kabanashop.com and let us know and we can add the discount to your order for you.
