FAQ

Find answers to our most frequently asked questions below. If you can't find what you're looking for please contact us at kinaandtam@gmail.com or via our contact box and we'll get in touch within 1-2 business days.

SHIPPING & DELIVERY

WHERE DO WE SHIP TO?

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!

WHERE DO WE SHIP FROM?

All USA orders are shipped from our US warehouses. Our warehouse is located in New Jersey.

All orders to the rest of the world are shipped from our warehouse Jinhua, China.

We keep a small selection of stock at our home office in Melbourne, so some AU orders may ship from there. If an item isn’t available locally, it’ll be sent from our international warehouse in China.

HOW LONG IS DELIVERY?

Please see our delivery times here.

TAXES AND DUTIES?

INTERNATIONAL ORDERS: Taxes and duties may apply to International orders. It is your responsibility to pay these duties and taxes to receive your package.If applicable, taxes and duties will be calculated and collected at checkout.

SHIPPING COST?

Please see our delivery rates here.

RETURNS, EXCHANGES, REFUNDS & RESENDS

I HAVE A DEFECTIVE ITEM

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 30 days of receiving the item and we will provide you with a fair outcome!

I CHANGED MY MIND/ IT DOESN'T FIT

In the case of a change of mind due (and any other subjective reasons), please kindly put through a return request within 30 days of receiving your order. To make a return request, please see here.

I AM MISSING AN ITEM

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!

Furthermore, as we have multiple warehouses, it is possible your items get shipped from both warehouses in seperate packages.

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.

MY PACKAGE IS LOST

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 at kinaandtam@gmail.com 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 send through a replacement package to you immediately.

MY PACKAGE HAS BEEN RETURNED

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). In the case that your package has been returned due to an incorrect address or failure to pickup, you will need to cover the delivery postage so that we can resend it back out to you.

ORDER CANCELLATION/ CHANGE

***Please note that we offer same day dispatch on all orders (our orders are usually shipped out within a few hours) and so it is highly unlikely that we're able to change your order once it has been placed so it's very important double check your address at checkout!

But if you made a mistake (it happens) please contact us ASAP by emailing kinaandtam@gmail.com with your order number and your correct address. If we have not sent your order out yet, we can easily update your order. If we have already sent your package out, we will not be able to change your address and a $20 'return to sender' fee will be charged.

Once your package is returned to us, we will send it back out to your correct address

UNDERSTANDING YOUR TRACKING INFORMATION

HOW CAN I TRACK MY ORDER?

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!

THERE IS NO TRACKING INFO YET

We offer same day dispatch so long as your order is placed between Mon-Friday before 3PM CT time! In the case that you have not received your tracking info, it is likely that you have placed your order outside our working hours. We will fulfill your order asap when we come back to work!

MY TRACKING NUMBER HAS NOT UPDATED IN A WHILE

If it has been some time passed the estimated delivery date and your tracking info has not updated in a while, please kindly email us at kinaandtam@gmail.com and we can look into it!

MY TRACKING SAYS THAT MY PACKAGE HAS BEEN RETURNED

MY TRACKING SAYS DELIVERED BUT I CAN'T FIND MY PACKAGE

If a package is marked as successfully delivered by the postal company, it is generally not the responsibility of the merchant to recover/replace it. However, we understand how frustrating this can be and want to maintain our great relationship with you beyond our obligations. Please email us at kinaandtam@gmail.com and we can see what we can do!

SIZING

WHAT SIZES ARE AVAILABLE?

We offer XS-2XL/3XL for almost all of our items, with some items going up to a 4XL. We are working on expanding everything to a 4XL by the end of 2024 and are committed to being a size inclusive brand! Fashion has no size!

IS YOUR SIZE CHART ACCURATE?

Yes they are! All of our size charts are product specific and come in both inches and cm metrics! Please see below for the best way to measure!

WHAT IS THE BEST WAY TO MEASURE MYSELF?

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!