Frequently Asked Questions
Here you’ll find answers to some of the most common questions about shopping with Kristina Brenke. If you can’t find what you’re looking for, please don’t hesitate to contact us — we’re always happy to help.
Orders & Availability
Is everything online available in store?
Our online store reflects the products currently available from Kristina Brenke. We do our best to keep our inventory up to date, however occasionally an item may sell out before our online stock has been updated.
If an item from your order is unavailable, we’ll contact you as soon as possible to discuss the options, including a backorder where possible, an alternative, or a partial or full refund.
Can I change or cancel my order?
If you need to make a change to your order, please contact us as soon as possible. If your order hasn’t yet been dispatched, we’ll do our best to accommodate your request.
Once an order has been dispatched, we may not be able to change or cancel it.
Shipping & Delivery
How do you ship orders within Australia?
We send orders Australia-wide via Australia Post.
Once your order has been dispatched, you’ll receive an email with your tracking details so you can follow its journey.
Can I have my order delivered to a business address?
Yes. You can enter your preferred residential or business delivery address at checkout.
What happens if I’m not home when my order arrives?
Australia Post’s usual delivery, collection or redelivery options will apply. Please follow the instructions provided with your tracking information.
What about oversized items?
Some oversized or particularly large items may require a separate delivery quote. If this applies to your purchase, we’ll contact you with the exact shipping cost before proceeding with your order.
Click & Collect
Can I collect my order in store?
Yes. We offer complimentary collection from our Avalon Beach store.
Simply select Collect in Store at checkout and no shipping charge will be applied. We’ll prepare your order and let you know when it’s ready for collection.
International Orders
Do you ship internationally?
Yes, we ship internationally via Australia Post.
International shipping costs vary depending on the destination, size and weight of your order. You can place your order through our online store and we’ll contact you with the applicable shipping cost.
You’re also welcome to contact us before placing your order if you’d like to receive a shipping quote in advance.
Will I have to pay customs duties or taxes?
Depending on your destination, your order may be subject to local customs duties, taxes or import charges.
These charges are determined by the destination country and are the responsibility of the customer.
Returns & Exchanges
Can I return or exchange an item if I change my mind?
We hope you love your purchase, but if you change your mind, we’re happy to offer an exchange or store credit on eligible items.
Please contact us within 14 days of purchase or receiving your order. Proof of purchase is required, and returned items must be unused, in their original condition and suitable for resale.
Store credit does not expire.
Who pays for return postage?
For change-of-mind returns and exchanges, return postage is the responsibility of the customer. Original shipping charges, customs duties and return shipping costs are non-refundable.
We recommend using a trackable postage service when returning your item.
Returns can be sent to:
Kristina Brenke Studio
Shop 2/49 Old Barrenjoey Road
Avalon Beach NSW 2107
Phone: +61 2 9974 3786
Can I return a sale item?
Sale and discounted items are final sale and cannot be returned or exchanged for change of mind.
Are any other items excluded from change-of-mind returns?
Yes. Magazines, books and personal care items, including soaps, cannot be returned or exchanged for change of mind.
Faulty, Damaged or Incorrect Items
What should I do if my order arrives damaged?
If your parcel or item arrives damaged, please retain the original packaging and take photographs of the item and packaging where possible.
Contact us as soon as possible with details of the damage so we can help resolve the issue.
What if my item is faulty or I received the wrong product?
Please contact us within 14 days of receiving your order if an item is faulty, damaged or we’ve accidentally sent you the wrong product.
We may ask you to return the item using a trackable postage service. Once the issue has been confirmed, we’ll arrange the appropriate refund or resolution, including applicable shipping costs.
Payments
What currency are your prices in?
All prices are displayed and charged in Australian Dollars (AUD).
Australian prices include 10% GST.
If you’re shopping from outside Australia, your bank or payment provider may charge currency conversion or international transaction fees.
What payment methods do you accept?
We accept major credit and debit cards through our secure Shopify checkout. Available payment options will be displayed at checkout.
Customer Accounts & Privacy
Do I need an account to shop online?
You can shop online using the checkout options available on our website. Creating a customer account can make future purchases quicker by allowing you to access your details and order information more easily.
How is my personal information used?
We only collect and use personal information as necessary to process orders, provide our services, communicate with you and operate our online store.
Our online store is powered by Shopify, and we may also use trusted third-party providers to process payments, deliver orders and support our website.
For more information about how we collect, use and protect your information, please see our Privacy Policy.
Will I receive marketing emails?
Only if you choose to subscribe. We occasionally send emails about new arrivals, collections, events and other news from Kristina Brenke. You can unsubscribe at any time using the link included in our emails.
Still Have a Question?
We’d love to help. If you have a question about a product, an existing order, shipping, returns or anything else, please get in touch with us.
Kristina Brenke Studio
Shop 2/49 Old Barrenjoey Road
Avalon Beach NSW 2107
Phone: +61 2 9974 3786