FAQ

General Questions

Do I need to register to place an order?

Yes, creating an account is quick and easy. Simply register before checking out to place your order and easily track your delivery.

How do I log in to my account?

Click Log In in the top-right corner of the site and enter your registered email address and password.

What should I do if I forget my password?

Click Log In in the top-right corner, select Forgot Password?, and enter your email address. We will immediately email you a secure link to reset it.

How do I update my personal details?

Log in to your account, select the Profile tab, and edit your name, contact details, or saved address.

How do I manage my newsletter subscription?

Log in to your account, go to the Profile tab, and check or uncheck the Marketing Preferences box at the bottom of the page.

Orders & Delivery

How long does order dispatch take?

Orders are processed within 24–48 hours and dispatched directly from our warehouse network. Once dispatched, you will receive full end-to-end tracking updates.

What is the estimated delivery timeframe?

Standard shipping typically takes 7 to 12 business days depending on your location in Australia. Deliveries may take slightly longer during public holiday weekends.

Do I need to be home to accept my delivery?

If you give authority to leave, the courier will leave your package in a safe spot at your door. Please ensure a secure location is available, as responsibility for the parcel transfers to the recipient upon confirmed delivery.

Shipping & Delivery Policy

Order Processing

  • All orders are processed and verified within 24 to 48 business hours.
  • Orders placed on weekends or public holidays will begin processing on the next business day.

Delivery Estimates

  • Standard Shipping (Australia-Wide): 7–12 business days.
  • Tracking: Every shipment includes online tracking so you can monitor your order from dispatch to delivery.

Delivery Instructions & Authority to Leave (ATL)

  • Couriers will follow any specific delivery instructions provided at checkout (e.g., leaving the package at the front door or porch).
  • Once the courier marks a package as successfully delivered to your specified address, transit insurance coverage ends.

Customer Support

Have questions about your order or delivery status? Reach out to our team via our Contact Us page or email sales@kemu.com.au.