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?
For international customers outside of Australia, your home country may charge you import taxes and customs duties when the order arrives at the country of destination.

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 the best green products.

This means that your order may be  shipped directly from Australia, USA, Canada, Europe and Asia and may take 3-4 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.  

Refer to our Shipping Policy for more information.

 

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 within 3-5 days.  

Refer to our Shipping Policy for more information.

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.  If you are not 100% happy with a product you can email us at hello@kindtokin.com.au within 30 days of receipt of purchase and we’ll make this right for you.

Refer to our Refunds and Returns Policy for more information.

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.

Send us an email