Frequently Asked Questions

Please find some of our most Frequently Asked Questions (FAQs) below. If your question isn't answered here please contact us at and we'll get back to you as soon as we can.


All Australian domestic orders are shipped with Signature. Please note that “Authority to Leave” may be requested by the Receiver but is not recommended as we cannot take liability for these orders if they go missing.

What are my shipping costs?

$10 Standard Post for orders within Australia 
$15 Express Post within Australia with Signature, unfortunately we cannot guarantee faster delivery as Australia Post sometimes has delays.

When will my order be shipped?

All online orders are processed and shipped daily Monday – Friday. If your order is placed before 8 am and your items are in stock it will usually be shipped the same day, however please note that this may be prolonged during sale periods and during the current COVID19 situation.

Can I change my order once placed?

Unfortunately, once you have placed your order you cannot make any changes due to packing and shipping procedures. This includes cancelling or swapping of any sizes or items within your order. Rest assured we do have a flexible returns policy should you receive your order and it’s not quite right for you!

How long will my order take to be delivered?

Once shipped, deliveries are generally between 1-5 days depending on which state you live in (we ship from the South Coast NSW).

Please note that this may be prolonged slightly during holiday period, sale periods, and during the current COVID19 situation due to increased demand with Australia Post.

My package appears to have been damaged in transit

We take great care in packaging your goods safely. In the unfortunate event that your items are damaged in transit through Australia Post, we cannot accept responsibility. All complaints are to be forwarded directly to Australia Post.

How will my order be packaged?

Your order will be packed carefully in a weatherproof satchel. We use eco-friendly packaging.

How can I track my item?

Once your order is shipped you will receive an email with a link to track your parcel.

Can I pick up an online order in store?

At this stage Kenz & Lou is online only. Pick up is not available.

What currency is used online?

All our prices are in Australian dollars (AUD).

Do you offer Returns?

Yes we offer returns on all garments except for final clearance prices. Please see our returns policy here.

Do you offer Exchanges?

Unfortunately we do not offer exchanges. If you’d like another piece, we recommend you purchase the item to secure it and we will process a refund or store credit on the returned item.

Please refer to our Returns Policy for further information.

What do I do if I received a faulty or incorrect item?

First off, we’re so sorry! Occasionally we, or the people making your garments, can make a mistake. If you believe your item is faulty or we have sent the incorrect item please contact us via email at so we can fix this for you ASAP.

How can I use a Gift Voucher/Promo Code?

Gift Vouchers and Promo Codes may be entered in the checkout.
Simply type in your code and click “apply" and your discount will be automatically applied to your order.

Can I use more than one discount code on an order?

Unfortunately you can only input one discount code at a time.