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Shipping & Delivery

For the most part, we ship WORLDWIDE with the exception of a very small list of countries (mainly North African countries and smaller remote islands), please check if we ship to you here. If you happen to be from one of these countries and have just purchased an item, we will contact you asap and issue a refund, sorry!

We ship from our 3PL fulfilment centre in China. While the delivery is a little longer, it is much more cost efficient which is how we're able to offer free delivery to most International countries. We have plans to establish a warehouse in the USA and Germany for fulfilment purposes in 2022/2023 - stay tuned! 

Free International standard delivery: 14-25 days (subjected to minor delays during busy periods such as Christmas and Black Friday). Longer deliveries times can also be expected to some countries such as Mexico, the UAE, Africa and Central and South America and India (due to the long customs process and geographical location). 

Express International delivery: 5-12 days and only available for a small list of countries.

For more information, please see here.

We cover the custom fees to most places when you pick standard International delivery so this is usually not a problem. However this is not a guarantee as we may only cover a partial amount. As different countries have different policies so it would be useful to do some research on the import taxes in your own country before buying. 

On the rare chance that you are charged a custom fees, it is your responsibility to pay it when your package arrives into your a country.

Standard shipping: It's on us so it's free for you! 

*Please note that free standard delivery is available for most countries! If it is not free for you, please know that we have tried our best to search for a reliable and cost-effective delivery company to ship to your area but we have not been successful. If this is the case, there will still be an option for express shipping which you will need to pay for. 

Express shipping: The cost of express delivery will depend on the country that you're in. Express delivery rates will be calculated after check-out. 

For more info, please see our shipping page here.

RETURNS, EXCHANGES, REFUNDS & RESENDS

In the case that you have received a defective item, please send through an email with your order number, your dispute claim and photo evidence for our review within 14 days of receiving the item. We will be happy to offer you a full refund or reship the item to you (you don't have to send us the item back most of the time!).

In the case of a change of mind due (and any other subjective reasons), please kindly contact us within 14 days of receiving your package. You must send the item back to our receiving hub and this is a cost you will have to bear. It is only once we have received the item back and check that they're still in their new condition that we can issue you your refund or put through an exchange. 

Please kindly note that you will need to return the package to one of the two locations: China (where we ship from) or Australia (where our receiving hub is located). 

Please kindly note that you will need to return the package to one of the two locations: China (where we ship from) or Australia (where our receiving hub is located). 

In the case that you have received an item that does not fit you, please contact us within 14 days of receiving the item. You must send the item back to our receiving hub and this is a cost you will have to bear. It is only once we have received the item back and check that they're still in their new condition that we can issue you your refund or put through an exchange. We provide measurements for all of our pieces and so failure to measure yourself against these measurements will be at your cost and not ours. If you're unsure of what your size is, please email us and we'll most definitely help you out!

Please kindly note that you will need to return the package to one of the two locations: China (where we ship from) or Australia (where our receiving hub is located). 

If a part of your order is a preorder item, we will ship the in stock pieces out to you first and so your order will come in two seperate packages. If this is the case, you would've been sent two tracking numbers so go through your inbox to double check! 

On the off chance that we have made a mistake and have failed to include one of your items - we are so so sorry! Please email us immediately and we will send the missing item through at once. 

As with every delivery service, packages can sometimes go missing and we are so sorry if yours has. Please kindly get in touch with us and we will be able to contact the postal service to see if we're able to find your missing package. If not, we will be happy to send through a replacement package to you immediately.  

If your tracking number indicates that your package has been returned to us, please get in touch with us as soon as possible. We will look into the reasons for the return (usually due to an incorrect address or the failure to pick up your package in time), and issue a resend immediately. 

We aim to ship out your packages as soon as possible, so if you would like to cancel (or change) your purchase please let us know within 24 hours of purchasing your items. 

UNDERSTANDING YOUR TRACKING INFORMATION

Your tracking information/link will be sent to your mailbox in your shipment confirmation email. 


If you are unable to locate this email or link, please try tracking your order through our website instead by entering either your tracking number, or your order number and email here: https://www.kinaandtam.com/apps/parcelpanel!

The shipping company will not always consistently scan your items into the system at every check point. If your package is in transit it will usually just simply assume the status of 'in transit' or 'en route'. As long as it is still within the stipulated shipping timeframe, there shouldn't be anything to worry about.

Additionally, once the package enters the destination country, it will be handed over to the local postal service (for example, USPS in the USA, AusPost in Australia, Royal Mail in the UK etc) to complete the delivery to your address.

When this happens, you may sometimes find that the tracking link we've provided you with will have stopped updating. This is because your local postal courier will change your International tracking number to a local tracking number (also known as a last mile tracking number) and so your existing tracking number will no longer be updated from this point onwards.

If this occurs and you would like to receive your last mile tracking, simply email us at kinaandtam@gmail.com and we will be able to get in touch with the postal company to see if your last mile tracking has been generated.

We aim to fulfil your orders within 2-3 business days of you placing your order so please kindly be patient.

If you're passed the 10 day mark and your tracking still says that your order is processing, what has likely happened is that your package has in fact been shipped out but the tracking number that you've received is a last mile tracking number. What this means is that the tracking number will only update once your package arrives into your destination country. If this is the case and you would like to be able to track your package from the start of its journey until the end, we will need to provide you with an International tracking number, please reach out to us at kinaandtam@gmail.com and we will be able to get this to you!

When your tracking link alerts you to 'pick up', it will usually mean that your local delivery company was unable to deliver your package to you successfully (either because they could not find a safe place to leave your package or were unable to find your address based on what you have provided us). 


You will need to get in touch with your local post office (either by phone or heading down to one) as soon as possible for more information on how to pick up your package! If you plan on heading down to your local post office directly, there is a highly chance that your package is sitting there waiting for you, so it would be a good idea to bring some ID too!

If the post office did not leave you any instructions on how to pick up your order, please get in touch with at kinaandtam@gmail.com, and we can help you out!

SIZING

We offer XS-2XL for almost all of our items. We are working on expanding to 3XL by the end of 2022 and are committed to being a size inclusive brand! Fashion has no size!

Yes they are! All of our size charts are product specific and you will be able to find in the tab titled 'Product Specific Size Chart' right underneath the product description. 

Many people make the mistake of comparing our measurements against their own measurements but this can lead to picking a smaller size than intended. As the fit of our items are not skin tight (most of our pieces look best baggy and oversized), the best way to determine the best size for you is to compare our measurements with the measurements of a similar item in your closet rather than your own exact measurements. If you need any help with this, please email us at kinaandtam@gmail.com and we can help you out!

Other questions

We recommend to hand-wash all of our clothing as we loveeee our colours! BUT I know how tedious that can be so if you machine wash, please refer to the washing label for washing instructions. All of our pieces are machine-washable. 

Unfortunately we do not sorry!

We currently offer 4 different currencies to pay with: USD, AUD, EUR and GBP. The default currency is USD if you are not in one the following countries: the USA, Australia Europe or the UK. 

Have more questions? Contact us at:  info@kinaandtam.com or kinaandtam@gmail.com

Due to the overwhelming number of emails that we receive and our small team, we aim to reply in 1-3 business days. 

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