Free Domestic Shipping
All Australian domestic orders over $60 will receive free standard shipping.
Flat Rate Domestic Shipping
Orders under $60 will incur a flat rate shipping fee of $8.95.
Same Day Order Dispatch
All orders received before 12:00 pm AEST will be dispatched the same day. Orders received after 12:00 pm AEST will be dispatched the following day.
All orders are sent via Aus. Post standard parcel post (unless otherwise stated). Delivery times will vary based on your location. Orders for delivery to Australian addresses should be delivered within 2-5 business days from order dispatch. Please note that delivery times will vary based on your location. You can calculate your shipping time on the Aus. Post website (use dispatch postcode of 3081).
We ship Koena all over the world! Most international orders are delivered within 6-10 business days from order dispatch. Please note that the shipping times for international orders will vary based on the delivery location. If you would like additional information or calculate the delivery time of an international order, visit the international shipping section on the Aus. Post website.
Once you have submitted your order, you will receive a confirmation by text or email, depending on which contact information you provided during check out. The confirmation will include details of your order, order number and status, shipping method, customer details and order tracking information.
All Koéna orders are tracked and tracking details will be sent to you via the contact details provided during the checkout (either a mobile phone number or email address).
Phone: If you provided your mobile phone number during checkout, you will be sent a text message after your order is placed to provide confirmation of your order. The confirmation message will contain your order details and a link to where you can track the delivery of your order.
Email: If you provided your email address during checkout, you will be sent an email after your order is placed to provide confirmation of your order. The confirmation email will contain your order details and a link to where you can track the delivery of your order.
Koéna has a return and refund policy for certain situations. This policy is valid for 30 days from the order delivery date. To be eligible for a return or refund, the item must be unused and in the same condition that you received it. It must also be in the original packaging. If you have received a damaged item and would like to submit a return request, please contact us by emailing us at firstname.lastname@example.org and be sure to include a photograph of the item in question, a summary of the damage or defect and proof of your purchase. A Koéna team member will endeavour to respond to you promptly to resolve the issue.
There are certain situations where only partial refunds may be granted (if applicable);
- Any item received not in its original condition
- Is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
For additional return and exchange request information you can view our Returns Policy found here.
Privacy & Security
We offer a range of payment options including credit card (VISA, Mastercard & Amex), PayPal, Google Pay, Apple Pay, Afterpay and direct deposit (payment details will be provided if you select direct payment).
All information provided to Koéna is managed confidentially. Any personal information is kept solely for the purpose of processing your order or and/or subsequent orders if you choose to create an account. For your safety, we never store or even see your credit card or banking details. They are sent directly to our bank and erased at the end of the transaction.
If you have any questions or would like additional information you can contact us by emailing email@example.com. Visit the Aus. Post website using the links provided below if you would like additional information on domestic or international orders.
If you have any questions, please contact us by emailing firstname.lastname@example.org