Frequently Asked Questions
How do I place an order?
Ordering is easy. Simply select the size and colour combination of each product you wish to purchase, adding each product to the shopping bag as you browse. Once you have filled your shopping bag click the ‘Checkout’ link within your shopping bag dropdown or on the shopping bag summary page. The ‘Checkout’ page contains all the fields required to process your order. Once you have completed the required fields click ‘Submit Your Order’ to complete your order.
Do I need an account to place an order?
No. You can order and checkout as a guest without creating an account. We recommend creating an account so that you can track your orders, view your order history, add products to your ‘Favourites List’ and more.
I have a problem with my order. Who should I contact?
If you login to your account you can browse your orders and write comments for each individual order or alternatively you can contact us via our ‘Contact Us’ page or by emailing us at secretary@kangarooislandwool.
What payment methods are accepted?
We accept all major credit cards. American Express, MasterCard and Visa.
How do I use my free freight voucher?
On the ‘Checkout’ page there is a field called ‘Vouchers’ underneath the order total. Enter your voucher code and press ‘OK’. If your code is valid you will see it listed in your shopping bag order summary.
How are taxes (GST) handled?
All prices shown are inclusive of GST
Fitting & Size
How do I know what size to buy?
Please check our size guide for information on sizing and fits. Click here to view our size guide.
Will I be the same size across the range?
Our sizes are designed to be the same across the entire range although we do have different fits depending on the style. If you have any questions don’t hesitate to contact us.
What is the difference between your fits?
Please check our size and fit guide for more information.
Are all Kangaroo Island Wool products displayed online?
Yes, the whole range is displayed online
Can I backorder an ‘out of stock’ product?
Some products can be backordered. If the product is available for backordering then you will be able to purchase it like a regular ‘in stock’ product but delivery will be delayed according to the information displayed next to ‘Availability’ on the product page.
The colour on the screen is different to the garment. Why?
We try our best to display the most colour accurate photograhpy. If your screen is correctly calibrated and colour accurate then you will see colours displayed as they were intended. Note, computer screen resolution and settings may vary and therefore may not display colours accurately.
Do you offer a tailoring service?
No. We don’t offer a tailoring service online but some retail stores can recommend a suitable local tailor.
How long will it take before I receive my order?
It depends on where you live. We send your garments wityh Australia Post. Some items will need to be specifically created for you so there may be a delay of between 2 and 6 weeks from ordering. We will keep in contact with you about when to expect delivery.
I want my order by a certain time, can this be arranged?
In most cases we can arrange delivery to meet your requested time but please contact us to find out if we can arrange delivery by your specified time.
How can I track my order?
We provide tracking numbers with all our orders. Once we have sent the order we will email you a copy of the tracking number. You can also track its status on the ‘My Orders’ page within your account.
What is the shipping/delivery cost?
Shipping is free if you use a voucher that contains a store code. Otherwise we use Australia Post and a flat fee of $13.60 applies for deliveries within Australia and $36.00 for international deliveries.
Do you ship internationally?
Yes we ship to almost every country in the world.
Do you offer split shipping when something is in stock and something is out of stock?
Currently if you backorder an out of stock item we will contact you to let you know that your order will be delayed until all products are available to send. If you have any questions please contact us.
Can I pick up my order from the store?
Currently we do not offer the ability to have your order sent to a retail store for pick up.
Can I send my order as a gift?
Yes you can. Just write in the ‘Comments’ section of your order that your order is a gift and how you would like it handled.
Can I have my order gift wrapped?
Currently we do not offer gift wrapping.
Can you include a card with my gift order?
Sorry, we currently don’t offer special cards.
Can my shipping address and billing address be different?
Yes. Make sure to select or enter different addresses on the ‘Checkout’ page.
Can I leave delivery instructions?
Yes. We cannot guarantee that the instructions will be followed by your local delivery person but we will pass these instructions on.
What shipping/delivery options are available to me?
Currently we offer Registered services via Australia Post.
What duties/taxes will I have to pay?
All prices listed are inclusive of GST
What happens if my order gets lost in the post?
Please contact the appropriate post office in your area to resolve the issue. We provide tracking on all our orders so once it leaves our hands it is up to the postal service to complete the delivery.
What if my parcel gets damaged?
A level of insurance is included in the cost of postage. Please make a claim with your local post office.
Caring for your products
How do I protect against moths?
Moth protect you garments by using a natural lavender sachet which can be placed in a drawer with your garments or a clothing protector, which can be hung in your wardrobe, that is lavender scented.
What detergent should I use?
Only use detergents that are recommended for woollen products (Woolmark endorsed detergent) as they have the correct chemical balance to gently care for your garments.
How do I care for my garment?
First check the care label on your garment. All Kangaroo Island Wool garments have a care instruction label. All Kangaroo Island Wool garments are Total Easy Care so they can be easily machine washed and tumble dried unless indicated otherwise on the label. Turn your knitwear inside out, separate dark and light colours before washing on wool (gentle) cycle 40c or cold wash. Spin. Line dry in shade or tumble dry on low heat. Warm iron. Never use bleach. Use wool approved detergent. Dry cleanable.
How do I remove stains?
Depending on the stain different methods will be used, but as a general recommendation try to wash out the stain with cold water as soon as possible whilst it is still fresh. Cold water is recommended as hot water may set the stain then use woolwash. Oil based stains you may try baby powder.
Can I get some thread to fix my garment?
Unfortunately it is not in our capacity to supply thread.
How can I change my account details?
You can change your account details by logging into your account either by clicking the ‘Log In’ link located in the top right of the website page or by using the ‘My Account’ links at the bottom of the page.
I forgot my password, how can I get a new one?
Simply click the ‘Log In’ link and click ‘forgot your password?’. You will need to enter your email address used for your account and click ‘Retrieve Password’. A verification email will be sent to your email address with a link to reset your password. Click this link and a new password will be automatically generated and sent to your email.
Refund, Returns & Exchanges
Can I make an exchange?
To make an exchange please contact us by email. Please note we are unable to accept returns or exchanges based on a change of mind.
Can I get a refund?
If you have received a product that doesn’t match your order or you have received faulty or damaged goods please contact us within 7 days of receiving your order and we will happily refund/exchange the incorrect/damaged/faulty portion of your order. We will also reimburse the cost of shipping.
I’m eligible for a refund. How do I return the product(s)?
The method of returning your product will depend on your location, please contact us for further details.
How long does it take to process a refund or exchange?
Your exchange will be processed as soon as we receive the garments to be exchanged, similarly with a refund it will be processed once the garments have been returned and received.
How can I contact customer care?
Please use our ‘Contact Us’ page or write a comment on your order within your account.
How is my information kept private?
Kangaroo Island Wool Pty Ltd respects your privacy and understands the importance of keeping your personal information private. We do need to collect information such as your name, phone number, email address, billing & shipping details and credit card number in order to process your order. This information is stored in a secured database, excluding credit card information which is only used temporarily to process your payment.
Is my information shared with anyone?
We do not and will never share your information with anyone. We only use your information to process your order correctly and/or communicate with you.
I need help, how can I get it?
You can email us using our contact form or phone us.
We’re here to help!
If you have any other questions, we’re just a phone call or email away. Please phone us on +61 8 8553 2485 or email firstname.lastname@example.org.