All about delivery timelines, lost or missing parcels, click‑&‑collect options, PO‑box policies, and international shipping.

Shipping and Click & Collect

Learn about returns, exchanges, damage during transit, warranty claims, cancelations, refunds, and incorrect or missing items.

Returns, Refunds, and Warranty

Welcome to the Kirri Policies section. Here, you’ll find important information regarding our policies on discounts, promotions, returns, and other terms that apply to your purchases and experience with us.

Policies

Need a hand? Tell us a little about what you need and our team will be in touch. We reply Monday to Friday, 9 AM – 5 PM AEST. Choosing the most relevant subject helps us get your request to the right specialist faster.

Kirri

Details on shipping times, click & collect, returns, refunds, and warranty claims. Clear steps for when you’re waiting, changing your mind, or needing a replacement.

Shipping & Returns

Placing an Order

Payment Options & Checkout

Order Confirmation & Receipts

Shipping & Tracking

Order Changes & Cancellations

Fraud & Verification

Order Issues

Orders & Payments

How do I create, modify, or delete an account with Kirri?

How do I reset my password?

How does the Subscription work?

How do I sign up for a subscription?

Can I modify my subscription?

How to update my shipping address or payment details?

How do I know when my next subscription order will arrive?

How do I cancel my subscription?

Accounts & Subscriptions

What products can be custom labelled?

What fragrances can be custom labeled?

What is the turn around time of the custom labels?

Can I click and collect my custom label order?

What colour label will my custom labelled product be?

What colour packaging will my custom labelled product be in?

How many characters can my name be?

How many characters can my message be?

Can I set up a subscription to a custom labelled product?

Can I customize the packaging?

Custom Labels

Are all products a part of the wholesale range?

What oils are in the wholesale range?

What diffusers are in the wholesale range?

What room sprays are in the wholesale range?

What travel sprays are in the wholesale range?

What reed diffusers are in the wholesale range?

What candles are in the wholesale range?

What is Kirri's age demographic?

What is Kirri's gender demographic?

Who is Kirri?

What is the history of Kirri?

Will the iconic wholesale product range sell out?

Why will my customers love Kirri?

Where do I sign up for wholesale?

My Point of Sale (POS) unit arrived damaged.

My wholesale stock arrived damaged.

I am missing some wholesale stock.

Where do I reorder my wholesale stock?

I don't know my wholesale login details.

What is the minimum wholesale order?

What is your wholesale pricing?

Where is the wholesale training video?

Will your wholesale range be expanding?

Who are your wholesalers?

Where do I find a wholesaler near me?

How do I become a wholesaler?

How can I contact the wholesale team?

Can I click and collect wholesale stock?

Why are your wholesalers more expensive than the online store?

Why are your wholesalers not on sale too?

I want to change my wholesale order.

What are the benefits of becoming a wholesaler?

How do I become a stockist?

How do I contact The Make for my wholesale account?

How can I get wholesale samples?

How do I contact wholesale support?

I want to be set up as a wholesaler for Kirri, what do I need to do?

What is Kirri’s age demographic?

What is Kirri’s gender demographic?

Why should I stock the Element Diffuser (Smart)?

Can I place a bulk order?

What diffuser options does Kirri offer for larger spaces?

Wholesale

Do you offer corporate gifting?

Do you offer gift wrapping?

Can I receive fragrance samples before making a purchase?

Why are Kirri Discovery Sample Packs sprays instead of diffuser oils?

Gifting & Samples

How do I apply an offer code?

What do I do if I forget to enter an offer code?

Can I use more than one promotional code on my order?

The discount is not automatically applying

Do you have any discounts or special offers?

How can I find out about Kirri's sale promotions?

How do you add a discount code?

Why have I not received points for my order?

How can I earn points?

How can I redeem points?

What are the different loyalty tiers?

What rewards do I get in the Signature tier?

What rewards do I get In the Platinum tier?

What rewards do I get in the Gold tier?

What rewards do I get in the Exclusive tier?

What rewards do I get in the VIP tier?

When do my rewards expire?

How long do I have to achieve a new loyalty tier?

How do I achieve the Signature tier?

How do I achieve the Platinum tier?

How do I achieve the Gold tier?

How do I achieve the Exclusive tier?

How do I achieve the VIP tier?

Why have I not received my Share on Facebook reward?

Why have I not received my Follow on Instagram reward?

Why have I not received my Like on Facebook reward?

Why have I not received my Signup reward?

I am in the incorrect tier

Does free express shipping include international rates?

What does a store wide sale mean?

FREE Oil Strip Samples Terms and Conditions

Which products are excluded from the Scent Frenzy sale?

What is the 2023 Mother's Day promotion?

What are the benefits of subscribing?

What is Kirri's subscription product?

Can I change my scent selection?

How often will I be charged?

Can I adjust the delivery frequency?

How can I pause my subscription?

What happens after my 12-month subscription ends?

What is the subscription service?

How does the subscription service work?

How much does the subscription service cost?

Can I cancel my subscription?

Is there a trial period available?

Will my subscription automatically renew?

What payment methods are accepted?

What happens if I miss a payment?

Can I get a refund if I cancel my subscription?

How can I contact customer support?

How does billing timelines work?

When will I receive my first box?

Where and how do you ship?

Why can’t I redeem my points?

Why have I not received my birthday reward?

How do I know which delivery frequency to choose for my subscription

Win-back email campaign

Boxing Day Sale

FOMO Campaigns

Valentine's Day Sale (Summer Loving Sale)

Afterpay Day Sale

Easter Sale

What does a store-wide sale mean?

Scenting Programs

Can I use a discount code on Back Catalog products?

Discounts and Offers

Orders & Account

Shipping Costs & Dispatch Schedule

Click & Collect

My order hasn’t arrived, what should I do?

Can I change my delivery address after I have ordered?

PO Boxes & Delivery Restrictions

Tracking and Delivery Issues

Can someone else collect the order on my behalf?

What if I can't come to the store the day my order is ready?

Is there a minimum spend for Click and Collect?

What are the cut-off dates for Christmas?

Do I need to sign for delivery?

Do you ship worldwide?

How do I know you've received my order?

How much is shipping?

What days do you ship orders?

How long does standard delivery take?

What is freight protection?

Do I have to pay customs tax if I'm not in Australia?

What happens if my parcel is stolen or goes missing after delivery?

Where is my order? How can I track my parcel?

Why am I being charged shipping on my subscription?

What happens if my order is lost or missing?

What if I can’t come to the store the day my order is ready?

What happens if I’m not home during the delivery?

I've received my order but there is an issue

I have ordered the wrong product

What is your returns policy?

What should I do if my order is damaged in transit?

I want to return my order

How can I return my order?

What items are returnable?

What items are non-refundable?

What are the refund options?

How do I ship back the items?

How soon will I get my refund?

What is the difference between a return and warranty claim?

Can I exchange my item?

What is your warranty policy for electric diffusers?

What items are under warranty?

I want to cancel my order

What is your return policy?

Can I return a gift I received?

Can I exchange a product I’ve used once?

Are delivery and return shipping costs refundable?

Can I return an online purchase to a Kirri store?

Missing or Damaged Items

Kirri Discount Policy & Site-Wide Definition

Shipping and Returns Policy