FAQ
Check most frequently asked questions here, if you still need help then please contact us
COVID-19 - DELIVERY UPDATES
What is the expected delivery time frame during current Covid-19 situation?
Due to high volumes of parcel deliveries caused by a surge in online shopping and Covid-19 restrictions applied in some states, the national postal and courier service is experiencing significant delays. We would like to inform you that there is an update on the courier estimated delivery time as below:
- In Victoria: approximately 2-5 working days
- In NSW, SA, ACT, QLD: approximately 2-5 working days
- In WA, NT and TAS: approximately 2-5 working days
Our courier partners are working diligently to deliver all parcels as soon as possible. Your patience and understanding is highly appreciated during this time.
SHIPPING & DELIVERY
How long does it take for my order to arrive?
For in stock products, it takes 1 business day to dispatch and after dispatching to our couriers, the estimated delivery time frame is as below:
- In Victoria: approximately 2-5 working days
- In NSW, SA, ACT, QLD: approximately 2-5 working days
- In WA, NT and TAS: approximately 2-5 working days
For not in stock or pre-ordered products, we will advise their estimate time
arrival (ETA) to our distribution centers on product information page so that you are clearly aware of that before placing the order. After you place the order for these products, we will notify you by email as soon as they are ready in our distribution centers to dispatch. From here, the estimated delivery time frame is as stated above.
In general, we always try our best to minimize your waiting time for delivery and in most cases your ordered items would come earlier as our philosophy is "Under Promise and Over Deliver"
How much is shipping cost of my order?
You can check shipping cost of each item by entering your post code into our estimate shipping tool in the product page.
Once you add the items into shopping cart and click check out, you need to fill in your contact information and shipping address then proceeding to shipping section where final shipping costs of your order will be showed base on purchased items and quantity.
Can I pick up my order?
Unfortunately, pickup option is not available for any of our products even you arrange your own courier
How can I track my order delivery?
You will receive a tracking link and tracking numbers via email and/or SMS notification about your order shipment status. You can use those information provided to monitor and track your parcel.
What happens if I miss my delivery?
If no one is present when the order arrives and it is being delivered by Australia Post, a notification will be left in the mail box for you to pick up your parcel in your local Post Office.
If your item is delivered by Fastway or Allied Express, arrangement will be made in advance to ensure your item to arrive at your door at your convenience. A re-delivery cost will occur if you are not home at the arranged time.
With Toll, If the delivery is missed, you should receive a card with instructions on how to find your parcel. You can visit Toll website to arrange a re-delivery. With the tracking number, you can track the parcel anytime at https://www.tollgroup.com/tools/mytoll
When will my order be dispatched?
In stock items in your order will be dispatched 1 business day after full payment is received.
Not in stock item will be dispatched as soon as it arrives to our supplier’s distribution centers.
You will receive a notification email once items in your order have been leaving our supplier’s distribution center
Can I arrange specific dates and times for my delivery?
We are unable to guarantee a delivery on any specific dates or times as this is not something our delivery partners would be able to guarantee either.
If I order more than one product, will they arrive at the same time?
If your order contains more than one product, we sometimes ship from multiple distribution centres and your ordered items may arrive in separate parcels.
Please contact us if you have any enquiries relating to your shipment.
We only offer a standard home entrance drop-off delivery which does not include assembly, packaging removal and disposal services.
What are normal delivery hours?
Our couriers deliver Monday to Friday from 8am-6pm
Do you ship to international address?
Unfortunately, we only ship our products within Australia.
PAYMENT
What payment methods does Miles Kay Australia offer to customers?
We offer payments via Visa, Mastercard, Amex, Apple Pay, Google Pay, PayPal, Afterpay, Store Credit and Gift Cards. And we commit to keep working to bring more payment options for our customer in future.
What is Afterpay?
Afterpay allows you to purchase from Miles Kay Australia online store and pay later in 4 easy interest-free instalments.
How does Afterpay work?
To pay with Afterpay:
- Add your items to the cart
- Select Afterpay as the payment option at the checkout
- Signup or use your existing Afterpay account
- Once approved, Mileskay will dispatch your order
Is there any interest on the amount paid with Afterpay?
No, there is no interest payable by you
What are other terms and conditions I need to be aware of Afterpay?
Full terms & conditions are available at http://www.afterpay.com/terms
How often is repayment with Afterpay?
Afterpay offers your order to be paid in 4 instalments with repayment automatically occurring every 2 weeks.
How do I sign up for Afterpay?
Select Afterpay as a payment method (or visit the website).
You can register as you complete your purchase.
How do returns work with Afterpay?
Mileskay will be able to initiate all eligible refunds on your behalf. Once completed, your refund will be applied to your order.
Can I place an Afterpay order with you over the phone?
Afterpay is available as an online payment method and requires login credentials for authorization. Mileskay team members or Afterpay are unable to place an order on your behalf.
Where can I find out more about Afterpay?
If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs & terms. Afterpay’s Privacy Policy which can be found at https://www.afterpay.com/ privacy-policy
RETURNS & REFUNDS
Do you have return & refunds policy?
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please refer to our returns and refunds policy section for further details: https://mileskayaustralia.com/pages/returns-refund
Do I have to pay return shipping costs?
Yes, you are responsible for all shipping charges to return the products to our supplier’s distribution centers. Also, your initial shipping charge is non-refundable as it already occurred.
Can I return the product without original packaging or already been used?
To be eligible for a return, your item must be in its original condition and packaging.
Items without packaging or already been used will not be accepted by our partnered couriers due to Occupational Health and Safety Act and Regulations.
What refunds do I receive if I return a product?
Once our team has received your returned item, they will assess whether or not it’s in original condition and packaging.
If the inspection result has been approved, you’ll receive a refund total less:
- The actual freight charges associated with both initial and return shipment. This is disregard of any discounted or free shipping promotion that may have been applied at the time of your purchase.
- 10% of restocking fee.
In case, the returned item is not in its original condition and packaging, an amount equal to 50% of your item's purchased price and all associated freight charges will be deducted from the refund.
Refund will only be back at your original payment method within 3-5 business days. You may have the option of selecting a store credit if you wish to do so.
Can I exchange an item after receiving it?
The fastest way for an exchange is to return the item you have already received (please refer to return policy), and once the return is accepted, make a separate purchase for the new item.
DAMAGES,DEFECTIONS AND ISSUES
What should I do when I receive damaged, defective or incorrect items?
Please 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.
You must also provide us photos, videos and as much information as possible for your claim via email so that we can assist you the best.
When should I report if I receive damaged, defective or incorrect items?
These must be reported within 48 hours of the delivery. Claims of defective or damaged items outside 48 hours reporting period will be assessed under warranty. For incorrect items, if you do not report within 48 hours, you will be responsible for all freight charges associated to the process of your item replacement.
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