Frequently Asked Questions

Kameli Boutique is here to help! Check most frequently asked questions here, if you still need help then please contact us at customerservice@kameliboutique.com

ABOUT US

We are based in Melbourne, Australia

Kameli Boutique is exclusively online. 

This means we offer worldwide express shipping but unfortunately we don't have a physical store where you can come and try on garments before buying. 

If you're interested in collaborating with Kameli Boutique, we’d LOVE to hear from you! We handle all our PR enquires via Instagram DM only Please message us on Instagram https://www.instagram.com/kameliboutique/ with your portfolio.     

Due to large number of enquiries we receive only successful applicants will be notified.

EXCHANGE AND RETURNS

If you are not completely happy with your purchase, we accept returns within 14 days (for Australian orders) and 30days (for international orders) of receiving your order for a Store Credit as we do not refund for change of mind or incorrect sizing. In accordance with Australian Consumer Law, we are not required to offer a refund for sizing, fit or change of mind on returns. For example, the consumer guarantees do not apply if you got what you asked for but simply changed your mind, decided you did not like the purchase or had no use for it. For more information, please visit: https://kameliboutique.com/pages/returns 

Unfortunately, we're currently not offering exchanges. Instead, you can return your order for a store credit - which you can use to place a new order. 

To process a return, please head to our returns page, here is the link : 

https://kameliboutique.com/pages/returns  

Final sale items are marked in the description section - Pursuant to our returns policy, products purchased during a promotional sale period (more than 30% off) or final sale items are not entitled to a return. Please be mindful with your decision when purchasing final sale items as they cannot be returned for a store credit or exchange in any circumstances.

 

Yes, Kameli Boutique do not cover the return postage. Please submit your returns via our portal here: https://kbtiq.returnscenter.com/

Return product(s) will be assessed and we will notify you if your return has been accepted. This process takes between 3-9 business days from the date of receiving your returns.

KAMELI REWARDS

Kameli rewards program is 100% free to join! 

Create an account = 200 points

Follow us on Instagram = 50 points

Make a purchase = 5 points for every $1 spent

For example - If you spend $100, you are rewarded with 500 points

Which can be redeemed for a $5 discount on your next purchase

The more you spend, the more discount you get on your next purchase ❤️ 

Invite friends = $20 off for you and your friend for every successful referral (minimum order $50 AUD to redeem)

Leave a Photo Review = 500 points 

Leave a Review = 200 points

Your birthday? = 200 points

Use your points to redeem discounts at checkout!

100 points = $1 discount

You will enter a VIP tier based on the points earned.

Just by joining our rewards program, you are become a VIP and you will receive 100 points as a reward.

If you earned 3000 points, you will receive 800 points ($8) as a reward, and become a BRONZE member.

If you earned 6000 points, you will receive 2000 points ($20) as a reward, and become a SILVER member.

If you earned 10000 points, you will receive 3000 points ($30) as a reward, and become a GOLD member.

If you earned 20,000 points, you will receive 5000 points ($50) as a reward, and become a QUEEN member.

* You have one calendar year to achieve a VIP tier *

When you click on the reward icon on the bottom left side of the website - there is a tab "ways to redeem". When you click on the tab, you will be able to redeem the points and you will receive an email with the codes that you can use at check-out for a discount ❤️

If you’ve made a recent purchase and were not logged into your original account, you will not earn points for that order and unfortunately, these cannot be added to your account.

Please ensure that you're logged in to the same email account for all future purchases. 

No, your points start accruing once you join the program - our rewards program only launched on the 23rd of August 2021 so you can only earn points from the orders placed from the 23rd of August 2021. 

Yes - because you earn points with dollars spent, you will lose points for every dollar refunded. 

ORDERS

Unfortunately, we can't cancel or change orders once they are processed. We have a strict cancellation policy which can be found on our shipping & handling policy page https://kameliboutique.com/pages/shipping-and-return-policy 

If your order has already processed, we can't cancel/change your order as our warehouse team will have already started processing your order and it can take up to 2 business days for our customer service team to respond to your email.

It’s possible the email has gone to your junk folder or maybe we have an incorrect email address for you. 

If this happens, please email us at customerservice@kameliboutique.com with your full name and address for your order. 

Your tracking number will be emailed to you once your order has been fulfilled. Please allow 24 business hours for the shipping information to be updated.

We're so sorry that you received incorrect items / sizes. Please email us at customerservice@kameliboutique.com with your order number and pictures of the tags on the incorrect garments you received so that we can resolve this for you ASAP ❤️ 

If you have received the incorrect garment or faulty garments, please email us at customerservice@kameliboutique.com with the digital pictures of the fault within 48 hours of receiving your garment/s. Please note, if you email us outside of this timeframe, we can't help you with your order.

 

Once your email has been received and assessed, we will be able to provide you with information on how to return the item. The customer must return the incorrect / faulty garment within 3 business days using the label provided. If the garment is returned outside of this timeframe, we can’t assist with your order. 

 

In accordance with Australian Consumer Law, If you have a minor fault with a garment, we can choose to give you a free repair instead of a replacement, replacement, or a store credit. When you have a major fault with a product, you have the right to ask for your choice of a replacement, store credit, or refund.

PAYMENT

We offer 

Costs related to international orders are calculated using an integrated currency converter and Kameli Boutique is not responsible for varying currency conversion rates charged by customers’ banks or third-party payment option used.

The payment method you used determines the exact exchange rate that you will be charged, but in general it should match closely with the current global rate.

For an estimate of the current rate, check XE – Foreign Exchange Rate Calculator.

Please note that we do not make any guarantees or promises about the current exchange rate or what you will be charged by your bank. That is out of our control.

You've got 12 months from date of issue to use your gift card ✨ 

Yes- You can apply multiple gift cards at check out. Simply enter the codes and hit apply until all Gift Cards have been applied.

Please make sure the promo code is valid for all items in your order - all our promo codes only apply to the full-priced items unless specified. Gift card codes must be entered separately.

We are unable to apply any credit note codes or discount codes to previous/placed orders so if you’re having trouble with the promo codes, send a screenshot of the page at customerservice@kameliboutique.com before placing an order. 

PRODUCTS AND SIZING

We carry AU sizes so you must convert your sizes to AU before purchasing - https://kameliboutique.com/pages/size-chart  

We restock items based on demands - If you click onto the item you're after and enter your email under "notify when available" we will contact you when they are back in stock 

SHIPPING

Yes - We offer international express shipping. Simply type your address at check-out

For more information about shipping, please visit https://kameliboutique.com/pages/shipping-cost 

We're sorry but we do not ship to PO BOX or Parcel Lockers! Please note: if the wrong address is entered, Kameli Boutique is not obliged to re-send your order at our own cost.

We aim to have all orders shipped the same business day if placed before 8am (AEST). Any orders placed over the weekend or on a public holiday are shipped the following business day. 

AUSTRALIAN ORDERS: We ship via Australia Post. Standard shipping usually takes 3-5 business days and express shipping usually takes 1-3 business days.

INTERNATIONAL ORDERS: We ship via DHL express and Australia Post depending on your location as DHL express does not ship to certain cities/countries. We only offer express shipping for all our international customers and the timeframe is 2-7 business days.

We do our best to ensure the timely delivery of all orders. Please bear in mind that we are only provided with an estimated delivery date from our carriers and we cannot guarantee delivery times. On a rare occasion, these packages can arrive outside of the estimated timeframe and unfortunately, this is something that we can't control. 

Please allow extra time for your orders to be dispatched during sale and holiday periods - We sincerely apologise for the inconvenience ❤️ 

For more information, please visit: https://kameliboutique.com/pages/shipping-and-handling-policy  

If your tracking information says the package was delivered but you didn't receive it, you must contact the courier within 24 hours in order to locate your package. Please call the courier ASAP first before contacting us for a faster help! ⏰ 

Taxes and duties are required in certain countries and Kameli Boutique is not responsible for covering these costs. All applicable customs and import duties and fees, taxes and any other charges are the responsibility of the customer, even if you refuse the shipment upon delivery. If your order does require these additional charges, they must be paid by you in order for your package to clear customs. We highly recommend contacting your local customs office to find out what the customs and duty charges may be before placing your order. Please visit 

https://kameliboutique.com/pages/shipping-and-handling-policy for more information