Shipping & Delivery | Koéna

Important Notice: Coronavirus Impacts to Delivery

Please note that the Australia Post delivery network is experiencing delivery delays due to limited flights, social distancing requirements and increased parcel volumes. There has been a large increase in demand across the entire Australia Post delivery network. Unfortunately, this may result in a delay in the delivery of your order. We have provided additional information below on the impact Coronavirus is having on Australia Post’s delivery network. During this time, we please ask for your patience and understanding at this time.

The Koéna warehouse is operating as business as usual. Luckily our warehouse team are able to process and dispatch orders within our regular timeframe. We endeavour to process your orders promptly so you can get Koéna in you your hands!

The potential delay that may be experienced is during the delivery as there has been a large increase in deliveries across Australia Posts delivery network. You’ll receive notifications when the status of order has changed (e.g. order processed or dispatched). When your order is dispatched from our warehouse, you’ll be provided with an order tracking number to check the status at any point.

Track your delivery using the Australia Post tracking service.

If your delivery hasn't arrived and well overdue (even with the anticipated Coronavirus delays), you can Submit a Query to Australia Post directly. Be sure to have your order tracking number available.  

For more information on how Australia Post delivery and customer support services are affected, visit their coronavirus impacts page. 

We thank you for your patience and understanding during this unprecedented time. Stay safe! The Koéna team

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.

Delivery Times

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).

International Orders

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. 

Order Confirmation

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.

Order Tracking

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.

Returns

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 orders@koena.com.au 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.

Additional Information

If you have any questions or would like additional information you can contact us by emailing contact@koena.com.au. Visit the Aus. Post website using the links provided below if you would like additional information on domestic or international orders. 

Domestic Shipping

International Shipping 

Order Tracking 

If you have any questions, please contact us by emailing contact@koena.com.au