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FAQs - Shipping - back up Global E express only 27 Oct

PAYMENTS:

What payment methods do you accept?

We accept the following payment methods: 

  • Debit & credit cards (Visa, Mastercard & American Express)
  • Paypal
  • Apple Pay
  • Google Pay
  • Afterpay
  • Your country's local payment methods
Can I pay in my local currency?

Yes - you can view our products and pay for your order in your local currency.
You can select your desired currency with the currency selector in the top left-hand corner of the page. 

    Do you sell gift cards?

    We sure do! You can purchase an e-gift card by clicking here.
    Once you have purchased your gift card, it will be emailed to you within 24 hours and does not expire.
    Please note that gift cards are non-refundable.

    How do I use my gift card?

    Once you have received your gift card in your inbox, it can be used immediately.

    Simply enter the unique code at checkout and the gift card amount will be deducted from your order. If the value of your gift card is more than the value of your order, the remaining amount will be available to use for future purchases. 

    Why isn't my discount code working?

    Ensure that you have entered the discount code exactly as it appears and that it is still valid and active. 

    Check the terms and conditions of the discount code. Some codes are for first-time customers or only valid on certain products. 

    If you are still having issues, feel free to reach out to [email protected] and our lovely team will be more than happy to assist.  

    SHIPPING:

    Where do you ship from?

    We are a proud, Aussie-based business and all orders are packed and dispatched from our warehouse in Melbourne, Australia.

    Do you ship to my country?

    Yes - we ship worldwide! Once you are in checkout, you will see local payment methods and calculations for any appropriate shipping, duties, taxes and other customs fees.

    How much is shipping to Australia?

    We offer free standard shipping on all domestic orders over $65 AUD. Estimated delivery times are calculated from date of dispatch:

    Delivery rates Orders under $65 Orders over $65 Orders over $200
    Standard shipping $8.95 Free Free
    Express shipping $12.95
    $7.95
    Free

    Delivery times Metro areas Rural areas
    Standard shipping 3-6 business days 4-10 business days
    Express shipping 1-4 business days
    2-6 business days

    How much is international shipping?

    Please refer to the following tables for shipping rates to your country. Estimated delivery times are calculated from date of dispatch. Note that we cannot deliver to PO boxes.

    Country Express shipping
    (2-5 business days)
    USA - orders under $100USD $8USD
    USA - orders over 100USD FREE
    CANADA - orders under $150CAD $10CAD
    CANADA - orders over $150CAD FREE
    UK - orders under £120  £8
    UK - orders over £110 FREE
    NZ - orders under $140NZD $14NZD
    NZ - orders over $140USD FREE
    NETHERLANDS - orders under €100 €10
    NETHERLANDS - orders over €100 FREE
    REST OF WORLD Free shipping for orders above 19000JPY, 140SGD, 500AED, 140000KRW, 900HKD, 2400MXN, 100CHF, 2400TWD


    When will I get my order my shipped?

    Orders placed before 12pm are shipped on the same business day. Orders placed after 12pm will be dispatched on the following business day. Please note that business days do not include weekends or public holidays.

    Once your order has been shipped, you will receive an email with your tracking number along with a direct link to track your order via the postal service’s website.

    Are duties & taxes included at checkout?

    Duties and taxes are calculated based on the items ordered, where they were made, your shipment destination and the value of your purchase, and will appear as a separate line item at checkout if not already included in product prices. 

    Some countries require duties and taxes to be paid upon delivery and they will be the customers responsibility.

    How do I track my order?

    Once your order has been shipped, you will receive an email with your tracking number along with a direct link to track your order via the postal service’s website.

    If you have not received a shipping confirmation within 2 business days, please check your spam mail. If it still has not been received, please contact us at [email protected].

    Can I pick up my order in person?

    No, all orders will be delivered by Auspost or DHL.

    Where will my order be shipped from?

    All orders are packed and dispatched from our warehouse in Melbourne, Australia.

    ORDERS:

    Can I cancel my order?

    Once an order has been placed, our team works hard to dispatch your items as soon as possible and so we cannot guarantee that we will be able to facilitate a cancellation.

    Can I change my order after it has been placed?

    If you need to amend your order after it has been placed, please email us at [email protected] as soon as possible with your order number and your amendment request. We will do our best to accommodate your request, where possible.

    If we cannot facilitate your amendment, you are welcome to initiate a return once you have received your order.

    What can I do if I have entered the wrong address at checkout?

    Please contact us immediately at [email protected] with your order number and correct address details before your order is dispatched. If your order has already been processed by the warehouse, we are unable to change your shipping address.

    What should I do if I have not received my order?

    The delivery timeframes provided are in business days and do not include weekends or public holidays. Sometimes there are delays within the postal network that lie outside of our control which may extend the shipping time.

    If you have not received your order and it has been a few business days past the expected delivery date please notify us [email protected] as soon as possible.

    Why isn't my discount code working?

    Please check the terms and conditions of the code being used. If you are using a returning customer code, please note that this is only able to be used once per customer. If you are still having issues, feel free to contact us!

    What should I do if I have received the wrong item(s)?

    Please take a photo of the items you have received and send an email to [email protected] and we will sort this out for you immediately!

    RETURNS:

    Can I return my item(s)?

    We accept returns for all items including sale items, within 30 days from your date of delivery (with the exception of lingerie bottoms, unless otherwise stated).

    Before returning your item(s), please ensure that it satisfies our returns criteria found here.

    Do you accept exchanges?

    We now accept size exchanges for the same item. Please note that sizes are not reserved until your return is received. Exchanges are shipped out with standard shipping.

    How can I make a return?

    Please ensure your item satisfies our returns criteria.

    Australian orders: submit your return request here

    International orders: submit your return request here.

    Post your return back to:
    Kotomi Returns
    23/442 Geelong Rd, 
    West Footscray, VIC 3012
    Australia

    Once we have received your return, a store credit will be issued to you which will be valid for 3 years.

    Please include a note containing your order number in your return.

    I need an exchange urgently, what can I do?

    If you need an exchange urgently, you are welcome to place a new order immediately to ensure that you receive it as soon as possible.

    Please remember to note down your new order number in the notes section of the returns form before posting your original item back so that we can match up the two orders.

    Once we receive the return of your original order, a refund will be processed instead of a store credit. If the value of your return is more than the value of your new order, a store credit will be issued for the difference.

    What do I do if I have received a faulty item?

    Oh no! In the rare occasion that this occurs, please notify us immediately at [email protected]. Include your order number and a photo of the faulty item and we will assist you further.   

    What do I do if I forgot to include a returns form in my return?

    Please notify us at [email protected] so we can keep track of this once your return reaches us.

    SIZING:

    I’m unsure of my size – help!

    Due to the range of cuts, we have included a size guide on each product page.

    If you would like a personal sizing recommendation, you are welcome to contact us at [email protected]. Please include your height, bra size, clothing size & measurements if you have them handy, along with any particular styles you are interested in.  

    Can’t decide between sizes?

    You are welcome to order two sizes of an identical item (same style & colour) and return the less suitable size for a refund. 
    If both sizes are returned, a store credit will be issued for one and a refund will be issued for the other. 

    PAYMENTS:

    What payment methods do you accept?

    We accept the following payment methods: 

    • Debit & credit cards (Visa, Mastercard & American Express)
    • Paypal
    • Apple Pay
    • Google Pay
    • Afterpay
    • Your country's local payment methods
    Can I pay in my local currency?

    Yes - you can view our products and pay for your order in your local currency.
    You can select your desired currency with the currency selector in the top left-hand corner of the page. 

      Do you sell gift cards?

      We sure do! You can purchase an e-gift card by clicking here.
      Once you have purchased your gift card, it will be emailed to you within 24 hours and does not expire.
      Please note that gift cards are non-refundable.

      How do I use my gift card?

      Once you have received your gift card in your inbox, it can be used immediately.

      Simply enter the unique code at checkout and the gift card amount will be deducted from your order. If the value of your gift card is more than the value of your order, the remaining amount will be available to use for future purchases. 

      Why isn't my discount code working?

      Ensure that you have entered the discount code exactly as it appears and that it is still valid and active. 

      Check the terms and conditions of the discount code. Some codes are for first-time customers or only valid on certain products. 

      If you are still having issues, feel free to reach out to [email protected] and our lovely team will be more than happy to assist.  

      SHIPPING:

      Where do you ship from?

      We are a proud, Aussie-based business and all orders are packed and dispatched from our warehouse in Melbourne, Australia.

      Do you ship to my country?

      Yes - we ship worldwide! Once you are in checkout, you will see local payment methods and calculations for any appropriate shipping, duties, taxes and other customs fees.

      How much is shipping to Australia?

      We offer free standard shipping on all domestic orders over $65 AUD. Estimated delivery times are calculated from date of dispatch:

      Delivery rates Orders under $65 Orders over $65 Orders over $200
      Standard shipping $8.95 Free Free
      Express shipping $12.95
      $7.95
      Free

      Delivery times Metro areas Rural areas
      Standard shipping 3-6 business days 4-10 business days
      Express shipping 1-4 business days
      2-6 business days

      How much is international shipping?

      Please refer to the following tables for shipping rates to your country. Estimated delivery times are calculated from date of dispatch. Note that we cannot deliver to PO boxes.

      Country Express shipping
      (2-5 business days)
      USA - orders under $100USD $8USD
      USA - orders over 100USD FREE
      CANADA - orders under $150CAD $10CAD
      CANADA - orders over $150CAD FREE
      UK - orders under £120  £8
      UK - orders over £110 FREE
      NZ - orders under $140NZD $14NZD
      NZ - orders over $140USD FREE
      NETHERLANDS - orders under €100 €10
      NETHERLANDS - orders over €100 FREE
      REST OF WORLD Free shipping for orders above 19000JPY, 140SGD, 500AED, 140000KRW, 900HKD, 2400MXN, 100CHF, 2400TWD


      When will I get my order my shipped?

      Orders placed before 12pm are shipped on the same business day. Orders placed after 12pm will be dispatched on the following business day. Please note that business days do not include weekends or public holidays.

      Once your order has been shipped, you will receive an email with your tracking number along with a direct link to track your order via the postal service’s website.

      Are duties & taxes included at checkout?

      Duties and taxes are calculated based on the items ordered, where they were made, your shipment destination and the value of your purchase, and will appear as a separate line item at checkout if not already included in product prices. 

      Some countries require duties and taxes to be paid upon delivery and they will be the customers responsibility.

      How do I track my order?

      Once your order has been shipped, you will receive an email with your tracking number along with a direct link to track your order via the postal service’s website.

      If you have not received a shipping confirmation within 2 business days, please check your spam mail. If it still has not been received, please contact us at [email protected].

      Can I pick up my order in person?

      No, all orders will be delivered by Auspost or DHL.

      Where will my order be shipped from?

      All orders are packed and dispatched from our warehouse in Melbourne, Australia.

      ORDERS:

      Can I cancel my order?

      Once an order has been placed, our team works hard to dispatch your items as soon as possible and so we cannot guarantee that we will be able to facilitate a cancellation.

      Can I change my order after it has been placed?

      If you need to amend your order after it has been placed, please email us at [email protected] as soon as possible with your order number and your amendment request. We will do our best to accommodate your request, where possible.

      If we cannot facilitate your amendment, you are welcome to initiate a return once you have received your order.

      What can I do if I have entered the wrong address at checkout?

      Please contact us immediately at [email protected] with your order number and correct address details before your order is dispatched. If your order has already been processed by the warehouse, we are unable to change your shipping address.

      What should I do if I have not received my order?

      The delivery timeframes provided are in business days and do not include weekends or public holidays. Sometimes there are delays within the postal network that lie outside of our control which may extend the shipping time.

      If you have not received your order and it has been a few business days past the expected delivery date please notify us [email protected] as soon as possible.

      Why isn't my discount code working?

      Please check the terms and conditions of the code being used. If you are using a returning customer code, please note that this is only able to be used once per customer. If you are still having issues, feel free to contact us!

      What should I do if I have received the wrong item(s)?

      Please take a photo of the items you have received and send an email to [email protected] and we will sort this out for you immediately!

      RETURNS:

      Can I return my item(s)?

      We accept returns for all items including sale items, within 30 days from your date of delivery (with the exception of lingerie bottoms, unless otherwise stated).

      Before returning your item(s), please ensure that it satisfies our returns criteria found here.

      Do you accept exchanges?

      We now accept size exchanges for the same item. Please note that sizes are not reserved until your return is received. Exchanges are shipped out with standard shipping.

      How can I make a return?

      Please ensure your item satisfies our returns criteria.

      Australian orders: submit your return request here

      International orders: submit your return request here.

      Post your return back to:
      Kotomi Returns
      23/442 Geelong Rd, 
      West Footscray, VIC 3012
      Australia

      Once we have received your return, a store credit will be issued to you which will be valid for 3 years.

      Please include a note containing your order number in your return.

      I need an exchange urgently, what can I do?

      If you need an exchange urgently, you are welcome to place a new order immediately to ensure that you receive it as soon as possible.

      Please remember to note down your new order number in the notes section of the returns form before posting your original item back so that we can match up the two orders.

      Once we receive the return of your original order, a refund will be processed instead of a store credit. If the value of your return is more than the value of your new order, a store credit will be issued for the difference.

      What do I do if I have received a faulty item?

      Oh no! In the rare occasion that this occurs, please notify us immediately at [email protected]. Include your order number and a photo of the faulty item and we will assist you further.   

      What do I do if I forgot to include a returns form in my return?

      Please notify us at [email protected] so we can keep track of this once your return reaches us.

      SIZING:

      I’m unsure of my size – help!

      Due to the range of cuts, we have included a size guide on each product page.

      If you would like a personal sizing recommendation, you are welcome to contact us at [email protected]. Please include your height, bra size, clothing size & measurements if you have them handy, along with any particular styles you are interested in.  

      Can’t decide between sizes?

      You are welcome to order two sizes of an identical item (same style & colour) and return the less suitable size for a refund. 
      If both sizes are returned, a store credit will be issued for one and a refund will be issued for the other.