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Frequently Asked Questions
Please read our FAQ before sending us a message.
What are the delivery costs?
We offer free shipping to Australia, NZ, UK, USA and Canada.
For all other international destinations, please contact us at hello@kindtokin.com.au for a shipping estimate.
Who pays international duties and taxes?
These duties and taxes are required to be paid by the customer. We recommend contacting your local customs office for an estimate of these fees.
How long will delivery take?
Kind to Kin partners with merchants and artisans from around the world to bring you with the best products.
This means that your order may be shipped directly from Australia, USA, Canada, Europe and Asia and may take 1-6 weeks to arrive.
If you are concerned about the time it is taking, please email us and we can check the status of your delivery.
Which payment methods are accepted?
We accept PayPal, Visa and MasterCard.
What is Stripe?
You may notice that we list Stripe as one of our payment methods.
Stripe is a US technology company that operates in over 25 countries. Stripe provides software capability to accept payments over the internet and in mobile applications.
Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of security certification available in the payments industry.
To find out more – https://stripe.com
What exactly happens after ordering?
Once the order has been successfully submitted, an email notification will be sent to you to confirm receipt of your order. All orders received by 3pm AEST will be despatched by our partner merchants within 72 hours.
What is the difference between a vegetarian and vegan product?
For a skincare or cosmetic product to be vegan, it must not contain any animal ingredient at all, be it a part of an animal (like gelatin or animal fats) or derived from an animal (such as honey, beeswax, yogurt, lactic acid, and so on).
For a vegetarian product, it may contain ingredients that are animal by-products, or produced by an animal. For example, a product that contains beeswax is vegetarian but not vegan. A beauty product that contains gelatin (derived from animal collagen) is neither vegetarian nor vegan.
Is cruelty-free the same as vegan?
A cosmetic product can be cruelty-free but not vegan, and vice versa. Cruelty-free means that no form of animal testing is done throughout the production process. Vegan products do not contain any animal-derived ingredients.
What if I am not happy with my purchase?
We want you to love our products. That’s why if you are not 100% happy with a product, we will give you a full refund of the purchase price, no questions asked.
Just email us at hello@kindtokin.com.au within 45 days of purchase and we’ll arrange for an exchange or your money back, its totally up to you!
If you receive a product that has been damaged in transit, contact us straight away and we’ll send a replacement product for you.
Where do I send returns?
All returns should be addressed to:
Kind to Kin, PO Box 252, Annandale, Sydney, New South Wales, Australia 2038.
When returning your product, ensure that it is packed correctly to minimise any damages.
Return postage and any costs associated with damages incurred during transit back to us will be at your expense.