Shipping policy

Shipping & Delivery Policy

Thank you for shopping with KANAL Collections! We are committed to getting your beautiful pieces to you safely. As a boutique brand, we hand-package every order with care to ensure quality.

1. Processing & Dispatch

  • Timeframe: All standard orders are processed and dispatched within 3–5 business days after payment confirmation.
  • Express Priority: Orders placed with Express Shipping are prioritized for faster dispatch (usually within 1–2 business days).
  • Operating Hours: We dispatch orders Monday to Friday. We do not ship on weekends or Queensland public holidays.
  • Status Updates: You will receive a confirmation email with a tracking number as soon as your order has been handed to our courier.

2. Shipping Locations & Methods

  • Australia-Wide: We ship to all states and territories via Australia Post or Sendle.
  • International: We currently do not offer standard international shipping at checkout. For international inquiries, please contact us via WhatsApp (0415 425 115) for a custom quote.

3. Estimated Delivery Times (After Dispatch)

  • Metro Areas: 2–5 business days
  • Regional Areas: 3–8 business days
  • Please note: These are estimates provided by couriers and may vary during peak seasons or due to weather delays.

4. Local Pickup (Brisbane Only)

  • Location: Ridley Road, Bridgeman Downs, QLD.
  • Cost: Free.
  • Process: Strictly by Appointment Only. Once your order is ready, we will contact you via SMS or WhatsApp to arrange a convenient pickup window.
  • Requirements: Please bring your Order Confirmation and a valid ID.

5. Damaged, Defective, or Missing Items

We take extreme care in packing your order. However, if your parcel arrives damaged or tampered with, please follow these steps to ensure we can help you:

  • Inspect Immediately: Please check your items as soon as they arrive.
  • Unboxing Video (Highly Recommended): To protect yourself in case of missing items or transit damage, we strongly recommend filming a continuous, uncut video of yourself opening the parcel. This provides the best proof if an item is missing or damaged during transit.
  • Reporting: You must report any damage, faults, or missing items to us within 48 hours of delivery via WhatsApp.
    • Note: Claims for "missing items" or "transit damage" may be rejected without video proof or clear evidence that the package was tampered with.

For manufacturing faults (e.g., fabric defects), please refer to our Return & Exchange Policy.

6. Address Accuracy & Lost Parcels

  • Address Check: Please ensure your shipping address is correct at checkout. KANAL Collections is not responsible for items delivered to incorrect addresses provided by the customer. A re-delivery fee will apply if a parcel is returned to us due to an address error.
  • Lost Items: While we are not liable for courier errors, we will assist you in lodging an investigation if your parcel is deemed lost.

Contact Us

For any shipping questions, please reach out via our preferred channels for a faster response:

  • WhatsApp/SMS: 0415 425 115
  • Email: info@kanalcollections.com.au