Is it necessary to set up an account in order to purchase Kelly Country items online?

Yes, you are required to set up an account to purchase our products online. To do this, click on the register button toward the top right hand corner of the browser window or you may like to wait until the moment of checkout at which point you can register also.

How do I order?

For each item, simply choose a colour, size and enter a quantity. Folllowing this, click the Add to Shopping Bag button and you will be taken to an order summary page, listing all items currently pending checkout. Quantities may be altered from this screen and the Update Shopping Cart button clicked to reflect such changes. You may like to continue shopping at this point by clicking the relevant button or click the Proceed to Checkout button in order to proceed to the next step. Please follow the prompts on each of the following screens to complete your order.

Will I receive a confirmation of my purchase?

Yes, once your payment has gone through successfully, a receipt page complete with an order number will be presented on screen. An email confirming your purchase will also be sent which will act as your tax invoice/receipt.

Can I make a purchase via phone or fax?

Yes, if you would prefer to complete your transaction over the phone, please contact us and we would be happy to take your credit card number to finalise your purchase.

Can I track my order?

Yes, If you are already logged into your account, click the "My Account" link toward the top right of the browser window. You can view the status of your order in the relevant column on the screen presented to you. Clicking the links on the left of the screen in your account window also enables you to update other account information such as shipping and billing addresses.

What are the accepted methods of payment?

We offer the following methods of payment:

What is your transaction currency?

All of our prices are in Australian dollars (AUD) and include GST (Goods and services tax).

Is it safe to use my credit card online?

When purchasing from Kelly Country, your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology. Please be assured that 128-bit SSL encryption is the current industry standard.

Where can I receive my order?

Your order will be delivered to the address specified on the checkout form. This address can be either a home, work or post office box address. You may also choose to pick up you purchase from the Kelly Country store of your choice.

Do you deliver to countries outside of Australia?

No, we currently only deliver to addresses and post office boxes within Australia.

How do you deliver my order?

Your order will be delivered by Australia Post's eParcel service during normal business hours. As the goods must be signed for upon delivery, we advise that you provide an attended address. If a signature cannot be obtained at the time of delivery, a calling card will be left advising you to collect your parcel from your local post office within 10 working days. Should you not collect the parcel within the indicated timeframe then it will be returned to us as unclaimed and further freight charges will be payable for re-dispatch. We regret that freight charges paid for the original dispatch are not refundable.

How can I pick up my order from one of your stores?

If you would like to collect your order from one of our stores, please call or email us as soon as the order has been placed to ensure that it is not despatched by post. Once you have contacted us, we will let you know when your order will be available for collection. Please ensure you retain your original email order when coming to retrieve your goods.

What are your delivery fees?

All domestic shipping and handling costs are shown on the final checkout page and are based on the number of items purchased. No charges apply for instore pickup.

How long will my order take to arrive?

Once payment has been received, your order will generally take 2-3 business days for shipping and handling between capital cities. Any orders received after 12 midday on a given business day are handled the following day.

What happens if an item is temporarily out of stock?

We will notify you by email within 2 business days if the item you have ordered is out of stock or sold out. If the item is re-stockable we will advise you of the approximate time of dispatch once the product has become available.

How can I return an item purchased online?

Unless there is a manufacturer’s defect, your item must be in its original unused condition in order to be returned. Merchandise that has been worn, washed, or altered in any way will not be accepted for return and will be mailed back to the sender. Returned Items must include all packaging and original tags and internal labels must be intact.

The easiest method of returning an item is to bring it into one of our stores. Please ensure you retain your original receipt as proof of purchase.

To return an item by post, please complete the following process:

1) Email info@kellycountry.com.au to request a refund and we will assign you a tracking number.

2) Mail your returned item to: Kelly Country, Returns Department Tracking #, PO Box 135, Alexandria NSW 1435

3) Include in your package a signed letter stating the reason for your return and the original receipt.

As it is your responsibility to ensure the items arrive safely at our return address, please ensure you use a traceable method such as registered or express post.

Unless there is a manufacturer’s defect or an incorrect item was originally delivered, we advise that we are unable to refund original shipping and handling costs.

How long do I have to return an item purchased online?

Please return all items within 14 days from date of purchase.

Will there be any fees payable if I return an item purchased online?

Each customer is responsible for any postage costs if the items are returned by mail. No other return fees are applicable.

How will my refund be processed?

On receipt of the returned goods, we will inspect the items to ensure they are in their original condition. If the merchandise is in order then you will receive your refund via the same means used to make your purchase. Please allow 5-7 working days from the day you returned the item for your account to be credited.

How can I exchange an item purchased online?

Depending on availability, items may be exchanged for either a different size or colour or for an entirely different item.

Instore exchanges

Come into one of our stores and we will gladly exchange your item for a different size or colour (subject to availability). For a different item, we will process a refund before you purchase a new item in store. Please ensure you retain your original receipt as proof of purchase.

At home exchanges

In order to exchange an item from home, please return the item as outlined on the returns page. On receipt of the goods, we will issue a refund and a new purchase can be made online.

Exchange conditions

Unless there is a manufacturer’s defect, your item must be returned for exchange in its original unused condition. Merchandise that has been worn, washed, or altered in any way will not be accepted for return or exchange. Returned Items must include all packaging and original tags and internal labels must be intact. 

How long do I have to exchange an item purchased online?

Any exchanges must be made within 14 days from date of purchase.