Frequently Asked Questions

Here you will find answers to most questions you may have about shopping with Kpau. Remember if you can't find the answer you are looking for you can always contact us at customerservice@kpau.com.au and we will be more than happy to get straight back to you!

General Questions
1. What is Kpau?
2. How do I shop by designer?
3. How do I shop by product?
4. How do I purchase a product?
5. Do you sell gift certificates?
6. Will you be ordering more of my favourite item?
7. Can I stock Kpau?
8. Can Kpau get an un-stocked item in from my favourite designer?

Ordering, Shipping and Delivery
1. How much do you charge for shipping?
2. How long will it take to receive my order?
3. Can I track my order?
4. Do you ship to my country?
5. Can I order by phone or fax?
6. What forms of payment do you accept?
7. Is it safe to use my credit card on kpau.com.au?
8. I've made a mistake, is it too late to change my order?

Returns and Exchanges
1. What is your return/exchange policy?
2. Kpau warranties for purchase
3. What if the item I received is incorrect or damaged?
4. Can I return a sale item?

Getting around Kpau
1. How do I use a promotional code?
2. Am I safe shopping with Kpau?
3. Logging in and out of your Kpau account
4. New user registration
5. Forgotten your password?
6. Managing your user details
7. Managing your wardrobe
8. Searching the product catalogue
9. Product variations
10. Shopping cart summary
11. Adding items to your shopping cart
12. Address validation
13. Special Instructions
14. Multiple payment options
15. Order Acknowledgment
16. Shipping Confirmation


General Questions

What is Kpau?
Kpau is a place where you can find all the latest accessories from designers around the world. At Kpau we specialise in sourcing accessories that have previously not been made available online in Australia, exclusive designer ranges and one off designer pieces. At Kpau you can be assured that our products are not mass manufactured, use high quality materials and are limited in quantity.

To see a complete list of the designers we currently have on the site, simply click the designers tab located at the top of the home page. This will take you to a list of our designer’s profiles and available products. Alternatively you can use the search or advanced search function located at the bottom of the home page. Simply type in the designer you are looking for to be taken to the search results page and click on the findings.

At the top of the home page our products are listed, jewellery, bags and belts. Simply click on one of the links to take you to the home page for that item and you will be able to look through all products listed by subcategories.

When browsing for a product, simply select the ‘add to my trolley’ button. The product will then be saved in the trolley icon located in the bottom right hand side of the screen at all times. Simply click on the yellow shopping trolley to proceed to check out.

Remember if you have any issues with purchase please email us at customerservice@kpau.com.au or call +61 2 8080 8364 and leave a message so a consultant can return your call.

At this time, we do not offer gift certificates for sale on the site. However, this is something we're working on for the future. If you'd like to be notified when gift certificates are launched, send an email to customerservice@kpau.com.au and we'll send you an update.

At Kpau we search high and low to bring you the best in fashion accessories. Unfortunately, products we carry may only be available to us in limited quantities or may be one-off designs. If you are interested in ordering an out of stock item please email customerservice@kpau.com.au and we will endeavour to get your item to you!

We are always working to improve the selection of great designer accessories. Please feel free to send an email to: info@kpau.com.au Please include your name, company name, telephone number, what you sell and your email address.

At Kpau we are more than happy to speak to our designers and lodge a special request on your behalf, even if we don't currently stock a specific piece! Simply contact us at customerservice@kpau.com.au and let us know your name, the designer’s name and specific piece that you would like and we will get back to you with an answer as soon as we can!

Standard shipping to anywhere in Australia is AUD $9.95. International orders are a flat rate of AUD $20. All orders are shipped within 48hrs of receipt via registered Express Post and come with insurance to the value of $100.

For orders inside of Australia, please use an address where you will be available for delivery. If you are unavailable during the time of delivery a representative will leave a card for you detailing instructions on where you can go and pick up your order from the nearest Australia Post office.

If you are ordering from outside of Australia please be aware that Kpau is not responsible for any duties, tariffs, customs charges or additional charges levied by your country of entry. Kpau is not responsible for any additional charges once the items you have ordered have left Australia. Should charges be levied in your country, and should you refuse to pay them, your credit card will be charged for all outgoing and return delivery charges that may be incurred by Kpau. When the returned merchandise is received by Kpau, you card account will be credited for the merchandise only.

The length of time it takes to ship your order is dependant on where you are located. For orders within Australia delivery will be between 2 and 4 working days for standard delivery. Please note that if you live in a regional area the time for delivery may be slightly longer. For international orders please allow between 7 and 12 working days.

All orders are sent by Australia Post worldwide. To track your orders with Kpau please click on the track my order icon on the bottom left hand side of the screen. Should you like us to track your order down for you you can contact us at customerservice@kpau.com.au, please provide your consignment number (this would have been sent to you in our confirmation email).

Yes, Kpau ships internationally to all countries.

To ensure you receive your order as quickly as possible, we recommend you make your purchase via the Shopping Trolley on the Kpau website. However if you aren't not able to access the site, Kpau is happy to take your order by phone. Unfortunately, in order to protect your security; we do not accept faxed orders. Please feel free to contact us on +61 2 8080 8364. We are open Monday - Friday from 8AM to 6PM EST. Please leave a message with you name and phone number and a Kpau representative will return your call and take your order.

Kpau accepts MasterCard, Visa, Bankcard, AMEX and Direct Transfers. Remember, your credit card will only be charged once your purchase is shipped. We do not accept cash, cheques or cash-on-delivery (C.O.D.).

If you would like to pay by bank transfer please select the direct transfer option during the checkout process and you will then be sent an email with our bank account details. Please ensure you enter your Order Confirmation No. as the reference when you make the transfer. To ensure you receive your order as quickly as possible, email us at customerservice@kpau.com.au indicating the product you'd like to purchase, the quantity, colour/size (if applicable) as well as your full name and address.

 

Once we have confirmed that we have received your payment via email we will dispatch your product!

Yes, shopping at Kpau is safe. Our site employs the latest version (128 bit) of Secure Socket Layer Technology (SSL) to encrypt your information and help make sure that only you and Kpau ever see it.

In order to provide our customers with the quickest possible delivery, we ship all orders within 48 hours. If you have already placed an order and wish to change it, please contact us at customerservice@kpau.com.au and if we have not shipped from the warehouse we are more than happy to modify your order if in stock.

Kpau wants to make sure you're happy with each and every purchase. If you're not satisfied with what you've bought, you can return it within 14 days for a full refund or exchange less shipping costs. No question asked, as long as the item’s is unused and in its original condition and still has the original tags it was shipped with.

Simply email us at customerservice@kpau.com.au within 7 days from date of purchase and on receipt we will confirm with you that the item can be returned or exchanged. Please ensure you include your full name, purchase method, date of purchase and whether you would like to return or exchange.

Then simply send the item to:

Kpau
GPO Box 4523
Sydney, NSW 2001

Please note that all earrings can unfortunately not be returned/exchanged for hygiene reasons.

Please be aware that or all returns you must send via traceable post. If Items are not received for any reason Kpau is not liable to refund for customers purchase.

Kpau strives to provide customers with only the highest quality accessories. Warranties are specific to the manufacturer and will be included with your package should the designer have a standard warranty procedure.

In the rare event that products purchased through Kpau are damaged through manufacturing faults, please contact us at customerservice@kpau.com.au with your name and receipt number as well as details of the fault and we will contact the designer on your behalf to assess whether a replacement item can be sourced for you. Please note we cannot guarantee a replacement product can be sourced due to the one of nature of some of the designs produced.

At Kpau, we are committed to selling only first-quality, genuine designer accessories. Quality checks are conducted on each item before send to ensure that all products are free from manufacturing faults. If for any reason your products are damaged when you receive them we are more than happy to assist you with a replacement if it is available.

Please contact us at customerservice@kpau.com.au with your name and receipt number outlining the issue and we will contact you straight away to organise a replacement if available, exchange or refund on purchase price.

Sorry there are no returns on sale items! Please choose carefully!

Kpau periodically uses promotional codes in member offers as well as for sales and promotions. If you have a promotional code, at check out please enter your code into the special comments section. When we receive your order we will process your discount. At check-out it may seem as though you are paying full price however you can rest assured that your card will not be charged full price.

If you are paying by direct transfer please apply your discount to your purchase price and in your email to us at customerservice@kpau.com.au please indicate what you have purchased, your name and promotional code.

To ensure that our customers can shop with complete confidence online, we have taken every possible measure in order to provide absolute security to our customer's transactions. We have a secure transaction environment for e-commerce on the Internet.

Our system uses 128 bit Encrypted Secure Sockets Layer technology (SSL) to ensure your shopping experience is safe, sound and secure at all times. SSL is the system that is used by all reputable e-commerce sites. The industry standard for encryption technology, SSL is compatible with Internet Explorer, Netscape, AOL, Web TV and most other browsers. SSL locks all information received and transmitted in an encrypted envelope.

This makes it almost impossible to be intercepted by an unauthorised party, as long as your browser and local network support the use of encrypted data transmissions. You will know when transmitted data is safe by the appearance of a security notice when you enter a secure page. In addition a secure icon will appear on your browser. For Microsoft Internet Explorer, this is a "lock icon", for Netscape, a "key icon"; Secure web pages can also be identified by their URL: they begin with 'https://', while standard pages begin with 'http://'

A Log In icon will be displayed as you enter the site on the top right hand corner of the homepage. You should Log In at this stage so that prices, previous orders, your wardrobe wish list and previously purchased item lists will be displayed to match your user profile.

It is possible to browse the site and add items to your cart but you will be prompted to Log In as the first step of the check out process. When you Log In all prices in the shopping cart will be updated to pass on any discounts applicable to your user profile and previously used addresses will be available to ensure a quick checkout process.

There is a Log In button in the toolbar at the top of the screen at all times so that you can Log In at anytime during your session. When you are logged in the button will change to log out so that you can switch users during a session if required. You will be automatically logged out at the end of your browser session.

At any of the Log In screens there is a link "New Users Click Here". New users can click on this link and fill out the registration information as required. The registration process is very quick and easy and only requires a name, email address, delivery address and password. Passwords can be entered in any format and number of characters, as you like. Make sure you use a password that is easy for you to remember, but not others.

If you have forgotten your password, you can click on the link "Forgotten Your Password?" this link is also found at any of the Log In screens. You will be prompted to enter your email address and our server will email your password immediately

To edit your User Profile, you must be logged in. Then click on the button at the top of the page labeled "My Profile". This page allows you to edit your user profile details, like email address, name and password. You can also edit or delete previously used addresses to be used in the checkout process as required.

When you are logged in, items you have added to your wardrobe are readily available by mousing over the "View my wardrobe" link at the bottom of the page.

You can search for a product by Category, Product Name, Description text or even a price range. To search for a product, please use the search function on the bottom left hand side of the page.

Enter your search criteria in the fields as required and then click the 'search' button. Either one or all of the fields can have entries and the results will be displayed with the closest match first. The results of your search will appear listed below.

Many products in a catalogue may be similar to each other but are available in several options, like colour and size. In order to make it easier for you to find what you are looking for we have used pull down boxes, which are located near the price on the detailed product page for you to make your selection.

When an option is selected form the pull down box the image and pricing will change if required to match this option. If there is more than one option for you to choose then the succeeding options will be filtered so that only the options available can be selected.

For your convenience your Shopping Cart Summary is located at the bottom right hand side of the page at all times. At a glance it displays the total value of all items in your shopping cart. When you click on the shopping cart summary you will proceed to check out if you are logged in or the log-in screen and then onto check out.

Items can be added directly to your shopping cart from each individual product page.

Type in the quantity you wish to add to your cart in the input box and click on the shopping trolley icon. The quantity you entered will be added to your cart instantly. Your shopping cart can be viewed at any time by clicking the shopping cart icon at the bottom of each page at any time.

Suburbs and postcodes are checked to ensure that they are valid and matching. If they do not match an error message will be displayed. A suburb and postcode listing is available by clicking on the link next to the postcode. The list will be filtered to all suburbs similar to that entered. To enter the suburb and postcode from the list into the form, click on the appropriate postcode

During the checkout process you are able to enter special instructions that you feel may be necessary to complete the order. You can also use this area to type in promotional codes that you may have. On confirmation of order Kpau will apply your discounts for you before charging your credit card.

During the checkout process you will be asked to select the payment option you prefer. Simply fill in the details associated with that option as required. Confirmation and Instructions of payment will be provided on the order acknowledgement.

Please be assured that our system uses 128 bit Encrypted Secure Sockets Layer technology (SSL) to ensure that your information is safe.