FAQ

What forms of payment do you accept on Kustom Online?

We accept PayPal, AfterPay, Visa, and MasterCard Credit Cards.

Do you accept Gift Cards on Kustom Online?

No. At this stage, we only offer Kustom Gift Cards instore. Gift Cards purchased instore may only be used instore.

Do you ship internationally?

At this stage, we only offer express shipping to within Australia & New Zealand. For more details on our shipping policy and prices please visit our delivery info page by clicking here.

My order was confirmed but I have been contacted that an item is out of stock. Why is this?

On the rare occasion, an item at our Fulfilment Centre may be damaged or missing and we will only find out when we go to pick your order. Although this does not happen often, we will contact you to arrange a refund or replacement item in these instances.

I’m trying to locate my order. How do I track my parcel?

You will receive a shipping confirmation email as the order is processed through our despatch system and this email will have a link to Track Your Order. Tracking data will not update until later that night, so don’t be worried if your tracking link doesn’t work right away. If you have any further questions regarding shipping, please visit our shipping page ( click here) or contact customer service by clicking here.

Delivery cost & shipping times within Australia

We are pleased to offer free Australian shipping on all orders over $75.00 (unless stated otherwise) using StarTrack Premium. For orders under $75.00, we charge a $11.99 flat-rate for shipping using StarTrack Premium.

Packages should be received within 1-2 working days for metro areas, and between 2-4 days for regional areas. Estimated delivery time for bulky orders is 1-7 days and for regional areas from 7-14 days. A shipping confirmation email will be sent when your order leaves our warehouse. Please note; Fridays, weekends, national / state/ region public holidays and peak periods may affect dispatch and shipping times.

Due to recent Covid-19 circumstances, you may be experiencing delays due to overwhelming volumes. We apologise for any inconvenience these delays may cause and thank you for your continued patience.

Unless selected otherwise at the billing/shipping page of the check out, our parcels ship authority to leave, so if it is safe to do so, the courier will leave the package in a safe place at your premises. If you do not feel that your package will be safe or know you won’t be home at the time of delivery, please do not nominate the authority to leave as our parcels do not ship with transit cover. If it has been more than the specified days since you placed your order and you have not received your shipping confirmation, please contact the Customer Service team before placing your order so that we can assist you.

Delivery cost & shipping times within New Zealand

We are pleased to offer free international shipping on all orders over $100.00 (unless stated otherwise) using Australia Post and New Zealand Post. For orders under $100.00, we charge a $14.99 flat-rate.

Packages should be received within 7 business days from dispatch. A shipping confirmation email will be sent when your order leaves our warehouse. Please note; Fridays, weekends, national / state/ region public holidays and peak periods may affect dispatch and shipping times.

Due to recent Covid-19 circumstances, you may be experiencing delays due to overwhelming volumes. We apologise for any inconvenience these delays may cause and thank you for your continued patience

Our parcels ship authority to leave, so if it is safe to do so, the courier will leave the package in a safe place at your premises. If you do not feel that your package will be safe or know you won’t be home at the time of delivery, please contact the courier directly as our parcels do not ship with transit cover.

If it has been more than the specified days since you placed your order and you have not received your shipping confirmation, please contact the Customer Service team so we can assist you.

International Customs Charges Information for New Zealand

Imports over NZD $199.00 will generally incur customs and import taxes in New Zealand. This also includes separate orders arriving into NZ customs the same day. Kustom has no control over these taxes and cannot advise what they will be once your parcel has arrived in New Zealand. All charges are to be paid by the customer on delivery of order. Orders cannot be returned to sender and Kustom will never pay these customs charges on your behalf. If you refuse to pay these charges your parcel may be abandoned, and Kustom will not be held responsible for any loss of funds as a result of this occurrence. We cannot mark International orders as a gift in order to bypass or reduce any customs fees. This is an illegal practice and as an established business we will not do this.

For more info please visit: http://www.customs.govt.nz/features/internetshopping/Pages/default.aspx

We are pleased to offer Free Australian Express Shipping on all orders over $50 unless otherwise stated using Star Track Premium. For orders under $50, we charge a $9.99 flat-rate for shipping using Star Track Premium.

Packages should be received within 1-2 working days for metro areas, and between 2-5 days for regional areas. Estimated delivery time for bulky orders is 1-7 days and for Regional Areas from 7-14 days. A shipping confirmation email will be sent when your order leaves our warehouse.

Our service is Authority To Leave, so if it is safe to do so, the courier will leave the package in a safe place at your premises. If you do not feel that your package will be safe if left, please contact the customer service team before placing your order so that they can assist you.

If it has been more than a few days since you placed your order and you have not received a shipping confirmation, please contact customer service.

Questions? Please contact customer service

How are your products delivered?

Kustom Online uses Star Track Premium for all regular sized orders. All bulky items are sent using Star Track Road Express. Regular sized orders placed before 2pm AEST (business days) will be received between 1-2 working days for metro areas, and between 2-5 working days for regional areas. Please allow between 1-7 days for a bulky item to be delivered (7-14 days for regional areas).

Do I need to do stay home to accept delivery?

No. All Kustom Online orders are shipped with authority to leave. This means that the courier will generally leave your order at the front door or letterbox. Once the parcel has been delivered to your shipping address, Kustom takes no responsibility for any damage or theft that may occur. If you will not be present to accept your delivery or you feel that your address is unsafe to have a parcel left unattended, we recommend choosing an alternate address such as your work address.

Can I collect my order at an Kustom store?

No. Unfortunately at this stage all online orders must be sent to a nominated address or PO Box.

How do I place a PayPal Order?

Simply browse the Kustom Online Store and add the items you want to your cart. When proceeding through the checkout process, select PayPal as your payment method. You will be redirected to PayPal to finalise your order. Once your order has been placed online you will receive two emails, one from PayPal to confirm your payment and one from Kustom Online to confirm the details of your order.

How do I return a product?

Your invoice (shipped with your order) has instructions that explain the return process. If you are unsure of how the process works you can find more information by clicking here or you can contact our customer service team for assistance.

I’ve sent some items back from my order. Have you received them?

If you return your items via Express Post they will normally arrive to our warehouse the next day and be processed within 48 hours for refund. You will receive an email from our returns department to notify you when the return has been processed. Please check your inbox to see if you have received this email from us. Returns sent via regular post can take 1-14 days in some cases, so please allow at least 7 days for us to receive your goods before contacting.

Why my credit card been charged an additional small amount?

All orders are subject to pre-authorisation checks to ensure sufficient funds are available and to confirm the validity of the payment method. The total amount of the order will be frozen on your account and this amount is taken when the order is despatched. Authorisations will appear as pending charges on your card, but you will only be charged once for a single order when it is despatched. Orders cancelled before shipment will still have this authorisation held. Some credit cards may be subject to a $1 authorisation check which will be released back to you. Some orders may be subject to small charge verification before they are approved for shipment. In these cases a small amount between $0 and $1 will be held on your credit card and you will be asked to confirm this amount to validate your payment. This is not a charge, but an authorisation which will release back to you.

How do I apply for a position with Kustom?

Once you have found a position that is of interest to you, send a Cover Letter and your CV to [email protected]. Make sure to include the position title within your email subject line. Good luck!

I need help with the sizing of a product. Where do I find this information?

All products on the site have a Size Chart link above the size selection. By clicking this link you will be taken to the relevant sizing information for that product category. These size charts are only a guide, but can give you a better idea of what size you might be. If you would like specific sizing information for a product you can email [email protected] and one of our team can measure your requested item and get back to you.

How do I set up an account?

See this link for more information MY ACCOUNT

Where can I learn more about Kustom?

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How can I contact you?

Our online store customer support is available 9:00am – 5:00pm AEST Monday – Friday.
Contact us by phone on 1300 650 851, or send us an email at [email protected].
AUSTRALIA HEAD OFFICE

5 Billabong Place
Burleigh Waters QLD 4220
PH: +61 7 5589 9899
FAX: +61 7 5589 9800

Note: No online orders will be accepted at this address.

ONLINE STORE

105 Corio Quay Road
North Shore VIC 3214
PH: 1300 650 851