Shipping, Refund & Return Policy

Our shipping, refund and return policy is designed to ensure customer satisfaction. If for any reason you are not satisfied with your shipping or purchase please contact us.  

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Last updated: December 2025

1. Shipping Method and Times

2. Shipping Costs

3. Order Processing Time

4. Tracking your Order

5. Shipping Restrictions

6. Lost or Damaged Shipments

7. General Return Information

8. Damages and Issues

9. Exchanges

10. Returns

11. Change of mind

12. Australian Consumer Law

13. Refunds

14. Changes to Policy

15. Contact Us

1. shipping method and times

Shipping Information

At Kilometre Collective, we’re committed to getting your order to you as quickly and reliably as possible — and keeping you in the loop every step of the way.

Standard Shipping (Australia Post)

All orders are shipped using Australia Post. Once your order is dispatched, it will typically arrive within 5–7 business days.

Express Shipping (Optional)

Need it faster? Express shipping is also available through Australia Post.

International Shipping

We don’t offer international shipping just yet — but we’re working on it. If you're overseas and keen to get your hands on a cap, get in touch and we’ll see what we can do.

2. shipping costs

Standard Shipping - $10

Express Shipping - $15

Free Shipping - On orders over $100

3. order processing time

Orders are typically processed within 1 business day from the date of purchase. Please allow additional time for processing during peak seasons or promotional events.

4. tracking your order

Once your order has been shipped, you will receive a tracking number via email, allowing you to monitor the status and location of your package. You can track your order by visiting the provided tracking link.

5. shipping restrictions

Please ensure that you provide accurate shipping information during the checkout process. We are not responsible for orders shipped to incorrectly provided addresses.

 

Shipping may be delayed or unavailable to certain remote areas. In such cases, we will contact you to discuss alternative shipping options or issues.

6. lost or damaged shipments

In the rare event that your order is lost or damaged during transit, please contact our customer support team at support@kilomtrecollective.com within 7 days of receiving your tracking information. We will work with our shipping partners to resolve the issue and ensure a satisfactory resolution.

7. general return information

We stand by the gear we make — but if something’s not right, we’ll make it right.

 

You’ve got 30 days from the date you receive your order to request a return.

To be eligible, your item must be unused, in original condition, and returned with all tags and packaging intact. You’ll also need proof of purchase.

 

How to Start a Return:

Email us at support@kilometrecollective.com to kick things off. We’ll provide the return address and simple instructions to help get your gear back to us.
Please don’t send anything without contacting us first — we can’t accept unapproved returns.

 

Return shipping costs are the customer’s responsibility unless the item is faulty.


You can always contact us for any return question at support@kilometrecollective.com

8. damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Our Guarantee

We stand by the quality of every cap - and if something isn’t right, we’ll make it right. If your bag arrives genuinely damaged or with a manufacturing fault, contact us at support@kilometrecollective.com within 7 days of receiving it. Please include a photo of the issue and your order number - and we’ll sort it fast, whether that means a replacement, repair, or refund.

 

We’re not here to make it hard - we’re here to build a brand you can trust.

9. exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

10. returns

We want you to love your gear — and we stand by what we make.

 

Pre-Order Returns (Before Shipping)

Changed your mind before your cap ships? No worries. You can cancel your pre-order anytime for a full refund. Just send us an email at support@kilometrecollective.com and we’ll sort it out, no stress.

 

Returns After Delivery

If you’re not happy with your cap once it arrives, you can return it within 30 days of receiving it - unused and in original condition - for a full refund. You’ll just need to cover return shipping. We’ll process your refund as soon as we receive the item back.

 

Warranty & Faults

If there’s a manufacturing fault, we will replace it - simple as that. We’re building a brand to last, and we’ll stand by that promise.

11. change of mind

Absolutely - Before delivery is best (subject to availability). 

 

After delivery?  - As long as your cap hasn’t been used and is still in its original condition, we’re happy to exchange it for a different colour or size (subject to availability). Just get in touch within 30 days of receiving your order, and we’ll walk you through the process.

 

You’ll just need to cover return shipping, and we’ll handle the rest.

12. australian consumer law

Under Australian Consumer Law, you're entitled to a refund or replacement if a product is faulty, not as described, or doesn’t do what it’s supposed to. If you change your mind, our standard 30-day return policy applies (see above).

13. refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.


If more than 15 business days have passed since we’ve approved your return, please contact us at support@kilometrecollective.com

 

14. changes to shipping, refund & return policy

Kilometre Collective reserves the right to make changes to this shipping, refund & return policy at any time. Any updates or modifications will be posted on our website, and the effective date will be revised accordingly.

 

15. contact us

If you have any questions or concerns about our shipping, refund & return policy or your specific order, please do not hesitate to contact our customer support team at support@kilometrecollective.com