INFORMATION QUESTIONS

FREQUENTLY ASKED QUESTIONS

Support & Assistance

You can visit our Support Page for quick assistance and helpful resources.

We’re here to help! If you have any questions or need assistance, you can reach out in the following ways:

  • Live Chat Support – Simply start a conversation with our chatbot. If you need further help, a real support agent will be available during working hours to assist you.
  • Email Support – Contact us via email, and we’ll respond as soon as possible.
  • Phone Support – Call our customer service team during business hours for immediate assistance.

Our team is always ready to assist you—just reach out!

What are our customer service hours?

Our customer support team is available during the following hours to assist you:

🕒 Customer Service Hours:

  • Monday – Friday: 9:00 AM – 6:00 PM (Your Local Time)
  • Saturday – Sunday: 10:00 AM – 4:00 PM (Limited Support)

💬 Live Chat Availability:

  • During business hours, our chatbot is always available to assist you. If you need further help, a real support agent will take over during working hours.

📧 Email Support:

  • You can email us anytime, and we’ll get back to you as soon as possible—typically within 24 hours on business days.

📞 Phone Support:

  • Phone support is available during regular business hours.

If you need urgent assistance outside these hours, please check our Help Center for FAQs and troubleshooting guides. We’re here to help! 😊

Members Program

We value our loyal customers! Our Permanent Membership Program allows you to accumulate points with every purchase, bringing you closer to exclusive discounts and rewards.

How It Works:

  • Once you join, your membership never expires—you can keep earning points indefinitely.
  • Every purchase earns points that accumulate over time.
  • As a loyal customer, you’ll progress to higher tiers, unlocking bigger discounts and special perks.

Exclusive Member Benefits:

✔ Earn points on every order
✔ Redeem points for discounts on future purchases
✔ Access VIP deals, early sales, and special promotions
✔ Top-tier members enjoy the best discounts available

Join today and start earning! If you have any questions about your membership status or points balance, feel free to contact our support team. 🎉

For more details, please visit our Members Program Page

Where Can I Find Company Policies (Returns, Refunds, Shipping, etc.)?

You can find all our company policies, including returns, refunds, shipping, privacy, and terms of service, at the bottom footer of our website.

Simply scroll down to the footer section and look for links to:
✔ Return & Refund Policy
✔ Shipping Policy
✔ Privacy Policy
✔ Terms & Conditions
✔ Membership & Loyalty Program

For any additional questions, feel free to contact our support team.

Is My Personal Information Secure When I Shop on Your Website?

Yes! We take your privacy and security very seriously. Our website is designed with advanced security measures to protect your personal information at all times.

How We Keep Your Data Safe:

🔒 Secure Transactions – We use SSL (Secure Socket Layer) encryption to safeguard your payment details and personal data.
🛡 Data Privacy – Your information is never shared or sold to third parties. We comply with strict privacy regulations to ensure your data remains confidential.
💳 Safe Payment Processing – All transactions are handled through trusted payment gateways that meet industry security standards.
🔍 Fraud Protection – We monitor transactions to prevent unauthorized access and fraudulent activities.

For more details, please review our [Privacy Policy] in the website footer. If you have any concerns, feel free to contact our support team. Your security is our priority! ✅

What delivery options do you offer?

We offer a variety of delivery options to suit your needs:

⚡ Express Delivery – Faster shipping for all orders.

📦 Same-Day Delivery – Available in select locations for orders placed before the cutoff time.

🏠 Scheduled Delivery – Choose a preferred delivery date for added convenience (available for specific regions).

📍 In-Store Pickup – If applicable, you can pick up your order from our physical store or partner locations.

For more details on availability, costs, and estimated delivery times, please check our Delivery Information , Shipping Policy or contact our support team. 😊

Can I track my order?

Yes! You can easily track your order status by following these steps:

  1. Log in to Your Account – Go to the "My Account" section.
  2. Navigate to "Orders" – Click on "Orders" to view your purchase history.
  3. Check Your Order Status – Select the order you want to track to see its progress.

Tracking Information:

  • Express Delivery – You will receive a tracking number via email once your order is shipped. Use this to track your package with the carrier.
  • Same-Day Delivery – No tracking number is provided, but you will receive a text message with real-time updates about your order.
What Should I Do If My Order Arrives Damaged?

We’re sorry if your order arrived damaged! We strive to ensure all packages are handled with care, but if you receive a damaged item, follow these steps:

1. Inspect the Package Upon Arrival

Check your order immediately upon delivery. If you notice any damage to the item or packaging, take clear photos as proof.

2. Contact Our Support Team

Reach out to us as soon as possible through:

  • Live Chat – Available during working hours.
  • Email – Send us details along with pictures of the damaged item.
  • Phone Support – Call our customer service team for urgent assistance.

3. Replacement or Refund Process

Once we verify the damage, we will offer one of the following solutions:
✔ Replacement – We will send a new item as quickly as possible.
✔ Refund – If a replacement is not available, we will process a refund according to our policy.

For more details, please check our Return & Refund Policy or contact our team for assistance. We’re here to help! 😊

Where can I ship my order?

Ut bibendum a adipiscing purus massa a facilisi congue parturient condimentum urna donec per adipiscing cursus nisl nam tristique parturient id.

Aliquam quam at et in ipsum at venenatis a eget dignissim aliquam tincidunt ultrices lacus ad consectetur imperdiet sem suspendisse ante a dapibus potenti.Eu parturient parturient magnis tempus molestie augue quam vulputate hac facilisis est nisl pretium a cursus.

Estimated Delivery Time and Others Delivery Related Questions

Please visit our Delivery Information page for more details.

Changing Your Shipping Address After Placing an Order

Changing Your Shipping Address After Placing an Order

We understand that mistakes happen! If you need to update your shipping address after placing an order, follow these steps:

  1. Act Quickly – Address changes can only be made before the order is processed for shipping.
  2. Contact Customer Support – Reach out to our support team as soon as possible with your order details.
  3. Check Order Status – If your order has already been shipped, address changes may not be possible. However, we can assist you in coordinating with the carrier.

For urgent changes, please contact us immediately to explore available options!

Products & Availability

We strive to keep our inventory up to date and ensure you have access to the products you love. Here are some common questions about product availability:

How Can I Check If an Item Is in Stock?

You can check the product page for real-time stock updates. If an item is unavailable, you may see an "Out of Stock" or "Limited Availability" notice.

Will Sold-Out Items Be Restocked?

Some products are restocked regularly, while others may be limited edition or discontinued. You can click "Notify Me When Available" on the product page to receive an update when it’s back in stock.

Do You Offer Product Warranties?

Certain items come with a manufacturer’s warranty. Check the product description or contact our support team for warranty details. But all products purchased from us will come with at least 1 year warranty.

Can I Request a Custom Order?

Yes! If you're looking for a customized product, we may be able to accommodate your request. Customization options vary depending on the product, so we encourage you to reach out to our support team for details.

Simply contact us via live chat, email, or phone, and our team will be happy to assist you with availability, pricing, and processing times for custom orders.

If you have any other questions about product availability, feel free to contact our support team for assistance!

Will I receive the same product that I see in the picture?

Yes, the product you receive will match the images shown on our website. We strive to provide accurate and high-quality images to give you a clear representation of what you’re purchasing. However, there may be slight variations due to factors such as lighting, screen resolution, or natural differences in handmade or customized items.

If you ever have concerns about product accuracy, feel free to reach out to our customer support team. We’re happy to provide additional details or real-time photos to ensure you feel confident in your purchase. Your satisfaction is our priority!

I Forgot My Password—How Can I Reset It?

If you’ve forgotten your password, you can reset it quickly by following these steps:

1. Go to the Login Page

  • Click on the "Forgot Password?" link on the login page.

2. Enter Your Email

  • Enter the email address associated with your account and click "Reset Password."

3. Check Your Email

  • You will receive a password reset email with a secure link.
  • If you don’t see the email, check your spam or junk folder.

4. Create a New Password

  • Click the link in the email and enter a new secure password.
  • Confirm the password and save the changes.

5. Log In Again

  • Return to the login page and enter your new password to access your account.

If you don’t receive a reset email or have trouble accessing your account, please contact our customer support team for further assistance. 😊

How Do I Update My Account Details (Email, Phone, Address, etc.)?

You can easily update your account details by following these steps:

1. Log in to Your Account

  • Go to the "My Account" section on our website.

2. Navigate to Account Settings

  • Click on "Account Details" to update your name, email, or phone number.
  • Click on "Addresses" to update or add a new billing and shipping address.

3. Make the Necessary Changes

  • Enter your updated details in the respective fields.
  • If changing your email, you may be required to verify your new email address.

4. Save Your Changes

  • Click "Save Changes" to update your information successfully.

If you experience any issues or need assistance, please contact our customer support team for help. 😊

What Should I Do If I Can’t Access My Account?

If you're unable to log in to your account, follow these steps to regain access:

1. Reset Your Password

  • Go to the login page and click "Forgot Password?"
  • Enter your registered email and follow the instructions in the password reset email.
  • Create a new password and try logging in again.

2. Check Your Email for Errors

  • Make sure you're entering the correct email address associated with your account.
  • If you have multiple emails, try using a different one.

3. Clear Cache and Try a Different Browser

  • Sometimes, login issues can be caused by cached data. Try clearing your browser’s cache or using a different browser/device.

4. Verify Your Account Status

  • If your account was suspended or deactivated, check your email for any notifications from us.
  • Contact our support team if you believe there’s an issue with your account.

5. Contact Customer Support

If you're still unable to access your account, please contact our support team via live chat, email, or phone, and we’ll help you resolve the issue. 😊

How Do I Subscribe or Unsubscribe from Emails and Notifications?

You can manage your email and notification preferences easily.

To Unsubscribe:

  • Simply reply to any promotional email with "Opt Out", and we will remove you from the mailing list.
  • Alternatively, click the "Unsubscribe" link at the bottom of any marketing email.

If you continue receiving emails after unsubscribing or need further assistance, please contact our support team for help. 😊

Can I modify or cancel my order after placing it?

We process orders quickly, so modifications or cancellations can only be made before the order is shipped.

How to Modify or Cancel Your Order:

  1. Log in to "My Account" > "Orders"
  2. Select the order you want to modify or cancel.
  3. Click "Modify Order" (if applicable) or "Request Cancellation" before the order is processed.
  4. If the option isn’t available, contact our support team immediately for assistance.

Once an order is shipped, modifications or cancellations are no longer possible. However, you can initiate a return or exchange after receiving the item.

What should I do if I didn’t receive an order confirmation email?

If you haven’t received your order confirmation email, try the following:

✔ Check Your Spam or Junk Folder – Sometimes emails are filtered incorrectly.
✔ Verify Your Email Address – Ensure the correct email was entered at checkout.
✔ Log in to Your Account – Go to "My Account" > "Orders" to check your order details.
✔ Contact Our Support Team – If you still can’t find the confirmation, reach out to us, and we’ll resend it.

Why was my order canceled?

Your order may have been canceled for one of the following reasons:

  • Payment Issues – The transaction may have failed or been declined.
  • Stock Availability – The item may have gone out of stock before processing.
  • Incomplete or Incorrect Information – Errors in shipping or payment details can result in cancellation.
  • Fraud Prevention – If our system detects potential fraud, the order may be canceled for security reasons.

If your order was canceled unexpectedly, check your email for details or contact our support team for further assistance.

What should I do if I receive the wrong item?

We apologize for any mistakes in your order. If you receive the wrong item, follow these steps:

  1. Check Your Order Details – Compare the received item with your order confirmation.
  2. Take Photos – Capture images of the incorrect item and the packaging as proof.
  3. Contact Our Support Team – Provide your order number and photos, and we’ll assist you in getting the correct item.
  4. Return the Incorrect Item – We’ll guide you through the return process and arrange for a replacement or refund.

We’ll make it right as quickly as possible!

Do you offer bulk or wholesale ordering?

Yes! We offer bulk and wholesale pricing for large orders.

✔ Discounts available for bulk purchases.
✔ Custom orders and special pricing for businesses and resellers.
✔ Flexible shipping options for large orders.

To inquire about bulk pricing or wholesale accounts, please use the "Add to Quote" function at checkout or kindly contact our support team for further assistance.

Can I pre-order an item?

Yes! If a product is available for pre-order, you will see a "Pre-Order" button on the product page.

✔ Pre-ordering allows you to reserve items before they’re officially released.
✔ You’ll receive an estimated shipping date at checkout.
✔ Payment may be processed immediately or upon shipment, depending on the item.

For updates on pre-order availability and release dates, check the product page or subscribe to our newsletter for notifications.

What payment methods do you accept?

We accept a variety of payment methods for your convenience, including:

✔ Credit & Debit Cards – Visa, MasterCard, American Express, Discover
✔ PayPal – Secure and fast transactions
✔ Apple Pay / Google Pay – Mobile payment options for quick checkout
✔ Bank Transfers – Available for bulk or special orders
✔ Buy Now, Pay Later – Flexible financing options (see our Finance Page for details)
✔ Gift Cards & Store Credit – Redeemable at checkout

If you need assistance with payments, feel free to contact our support team.

How Do I Apply a Discount Code or Promo Code?

You can apply a discount or promo code at checkout:

  1. Go to the Checkout Page.
  2. On the top section, look for the "Click here to enter your code" button.
  3. Enter your promo code and click "Apply" to see the discount reflected in your total.

If your code isn’t working, please check the terms and expiration date or contact our support team for assistance.

Do You Offer Installment Payment Options?

Yes! We offer financing options for eligible purchases. You can split your payment into smaller, manageable installments.

For more details and eligibility, please visit our Finance Page or contact us for assistance.

Can I Pay with Multiple Payment Methods?

Yes, we allow split payments with multiple payment methods. However, this requires manual processing.

To use multiple payment methods, please contact our support team, and we’ll guide you through the process.

Do You Charge Additional Transaction Fees?

No, we do not charge any additional transaction fees, regardless of the card or payment method you use.

However, your bank or payment provider may apply their own fees, so please check with them if you have concerns.

What Should I Do If I Was Charged Incorrectly?

If you notice an incorrect charge on your payment, please:

✔ Contact our support team immediately.
✔ Provide details of the charge, including the order number and transaction reference.
✔ We will investigate the issue and process any necessary corrections as quickly as possible.

How Do Refunds Work for Canceled Orders or Returns?

Refunds for canceled orders or returned items will be processed within 14 days after approval.

✔ The refund will be issued to your original payment method.
✔ Processing times may vary based on your bank or payment provider.
✔ You will receive a confirmation email once the refund is completed.

If you do not receive your refund within 14 days, please contact our support team for assistance.

What Is Your Return Policy?

For full details on our return policy, please visit our Return Policy Page.

What Items Are Eligible for Return?

The eligibility of items for return depends on our return policy. Please check our Return Policy Page for specific guidelines.

How Long Do I Have to Return an Item?

Once your return request is approved, you must return the item within 10 days to qualify for a refund or exchange.

Do I Need to Pay for Return Shipping?

Yes, return shipping costs apply. However, we offer a discounted pick-up option for added convenience.

Can I Return an Item If I Have Already Used It?

No, we only accept returns for unused and unopened items in their original condition, as per our Return & Refund Policy.

Do You Offer Store Credit for Returns?

Yes! You can choose to receive your refund as store credit, which can be used for future purchases.

  • If you do not specifically request store credit, the funds will automatically be refunded to the original payment method.
Need Any Helps?

We are here.

Business Hours: Mon - Fri : 9:00 am - 7:00 pm / Weekend or Holiday: 10:00 am - 5:00 pm
Business Hours: Mon - Fri : 9:00 am - 7:00 pm / Weekend or Holiday: 10:00 am - 5:00 pm

Email

info@kphs.com.au

Phone

1300 454 417

Online Support

Chat Now – Support Team Ready

INFORMATION ABOUT US

CONTACT US FOR ANY QUESTIONS