INDIE KIDS
INDIE KIDS
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FAQs

SHIPPING & DELIVERY

We know no one likes waiting. 

We do our best to dispatch your order by the next working day.

Our Warehouse is open Monday to Friday (excluding Public Holidays), orders placed outside of these days will be dispatched the next available business day

However, during peak times and sale periods there can be delays due to the high volume of orders we receive. After your order confirmation, your next update will be from Australia Post when your order is on the way. 

Unfortunately, we don't offer Click & Collect services for online orders. The good news is that we have multiple Indie Kids stores across Australia. Find your nearest store here: Store Locator 📍

  • Once your order has been dispatched, you’ll receive an email with confirmation of your tracking information. To track your order, follow the links in the email or enter your tracking number on the Australia Post website.

  • If you have not received your tracking number as expected, please get in touch with our Customer Experience Team at [email protected] 

Unfortunately, we can’t cancel or amend any online orders after your order has been placed. Amendments may include but are not limited to:

  • Change of delivery address
  • Changes to colours and sizes 
  • Adding or removing items
  • Applying discounts
  • Full order cancellations

With this in mind, please be extra careful when you’re placing your order to make sure that all your details are full and correct.

For shipping within Australia, Standard Delivery is AUD $9.95 or Express Delivery is AUD $14.95. Standard delivery is free for all AU orders over AUD $100.00.

For New Zealand shipping, Standard Delivery is free for orders AUD $100.00 and over. For orders under AUD $100.00, shipping is a flat rate of AUD $15.00.

For international shipping, Standard Delivery is free for orders AUD $100.00 and over. For orders under AUD $100.00, shipping is a flat rate of AUD $25.00.

  • CUSTOMS AND IMPORT DUTIES

  • Customs and import duties may apply to orders for delivery outside of Australia and are levied by the destination country. The customer is liable for all import duties as well as customer and local sales taxes levied by the country they are shipping to.

  • If the order is refunded, the customer will be responsible for the original delivery charges, any applicable tax and duty charges and the cost of returning the package. 


We currently ship worldwide with our mates Australia Post.

For all Australian orders, please allow 3-7 days (depending on your location) for your order to reach you once it has been dispatched and 5-7 business days during peak holiday and sales periods.

For international orders, delivery varies from country to country. Calculate your delivery time with Auspost .

Customs and import duty may apply to orders for delivery outside of Australia and are levied by the destination country. The customer is liable for all import duties as well as customer and local sales taxes levied by the country they are shipping to.

If the order is refunded, the customer will be responsible for the original delivery charges, any applicable tax and duty charges and the cost of returning the package.


Who isn't a fan of free shipping? See below if your order qualifies:

Domestic: Free Standard Shipping on orders $AUD100 and over
Rest of the World: Free Standard Shipping on orders $AUD100 and over 

Thanks for being honest, the world needs more of you!

If you feel like it, you can send the item back to our online warehouse. Just reach out to our friendly team at [email protected] so we can send you a free returns label, and maybe even a cheeky promo code for your next order with us. 

However, if that's not an option for you, don't worry - we don't want to hassle you with our fulfillment error. Instead, you can recycle it, gift it, or keep it.

Due to a warehouse move, all orders placed will be shipped from Friday 4th August. 
We'll notify you via email once your order has been shipped.
We apologise for any inconvenience and appreciate your patience.
Free shipping will be automatically applied at time of checkout. 

RETURNS & EXCHANGES

Yes, we do! Just because you got something for a steal, doesn’t mean you shouldn’t be able to get a refund. Our Deliveries & Returns applies to both sale and full price item(s).

We will gladly accept the return of item(s) within 14 days of your receipt of the order for Australian customers and 30 days for international customers, given the item(s) meet the following conditions:

  • The item is unworn;
  • The item is in original condition including tags;
  • A Returns Form is included; and
  • A copy of the order receipt is included.
  • Customers will be responsible for shipping and handling charges for any returns. To return items for a refund, we recommend using a tracked method of postage to ensure your return arrive to us safety.

Free Gifts

 

In the event of a return, please be aware that any gift should be returned, if your new balance falls below the threshold for the free gift to be applicable. If you fail to include the gift, we reserve the right to deduct the full retail value of the gift from your refund. For any questions, please contact our Customer Experience Team at [email protected]  


Return your online purchase by post for a flat rate for $9.95 within Australia with Australia Post Parcel Returns. To easily create a postage label for your return parcel (Exclusive to Australian customers) please visit the link provided below to prepare your return.

https://return.auspost.com.au/industrie_kids

Or send by registered mail to:

INDIE KIDS Online Returns
343 Milperra Road
Bankstown NSW 2200

If your return does not meet the conditions, it will not qualify for a refund. In this case, the parcel will be returned to sender.

Online purchases cannot be refunded in-store.

  • Unfortunately INDIE KIDS will not accept the return of items purchased from Myer department stores. The return or exchange of any INDIE KIDS, ROLER or INDUSTRIE items purchased in Myer are governed by the returns policies of the relevant department store and can only be made through David Jones or Myer (as applicable).

We understand that little ones can be picky, so it’s no problem if they changes their mind. We can return your purchase, provided it meets all of our Deliveries & Returns Conditions.

If you’ve bought something at one of our freestanding INDIE KIDS stores and you’ve changed your mind, bring it back within 14 days of your receipt of purchase and we’ll happily exchange it or issue a note of credit, provided it meets the following conditions:

  • Proof of purchase is available
  • The item(s) is unworn, unwashed, unused and in its original condition with all tags attached
  • Any discounts or promotions received at the time of purchase will be carried over

Please note that we do not facilitate exchanges via our online warehouse. Any items sent to the warehouse will be returned to sender or refunded (unless faulty).

FINAL SALE: Items marked as “Final Sale” are not eligible for returns or exchanges due to change of mind. If an item is faulty, you may be entitled to a replacement or refund after assessment by our Customer Experience team. If you're unsure, you can contact our team at [email protected]

ALL THINGS PAYMENT

  • We currently accept Visa, MasterCard, American Express, PayPal, Shopify Pay, Google Pay and Apple Pay. Afterpay is also available to Australian residents who qualify for an Afterpay account.

    No Cash on Delivery (COD) or alternate payment methods are available.

Please be aware that International transaction fees may apply. Please check if International transaction fees apply to your nominated payment method prior to purchase.

  • At the moment, we only offer digital gift cards for INDIE KIDS Customers. You can find a link to purchase here: Indie Kids Giftcards.


Afterpay offers a convenient ‘wear now, pay later’ payment method, allowing a purchase to be paid for in four equal fortnightly instalments, interest free.

For more information or to create an Afterpay account, please visit the Afterpay website.

Yes, Afterpay is a PCI DSS Level 1 certified compliant Service Provider organisation. This means that it abides by the comprehensive set of requirements to keep your data secure.

At this time, Afterpay is currently only available for Australian customers and accepts Visa and MasterCard credit and debit cards issues in Australia from any bank.


Afterpay will automatically take payment from your nominated Visa or MasterCard on the due date. The scheduled payment days are communicated to you via Afterpay in the confirmation email sent to your valid email address, and can also be seen when logging into your Afterpay account at afterpayit.com.au. To avoid late fees, simply ensure you have the funds available on your credit or debit card on the payment due dates for a successful transaction.

PRODUCTS & PROMOTIONS

  • Generally speaking, kids sizes should reflect the kids age. For example, an average-sized 7 year old will fit a size 7. Take a look at our Size Guide - Kids if you are uncertain about what size to order.

We want your little dude to get exactly what was promised. That’s why we do our best to make sure our photos are as accurate as possible. Our colour palette online is very close to the colour palette of the garments, however some colours may vary slightly depending on your monitor and internet browser.

We understand that kids have a special knack for getting their clothes dirty. It’s part of what they do. For best results, follow the washing, drying and general care instructions on the garment label.

We think it’s only fair that where you live shouldn’t impact your access to INDIE KIDS promotions. 

To activate a promotion code you will need to enter the code into the ‘Discount Code' field on the 'Shopping Cart’ page. If you have trouble redeeming the offer, please contact our Customer Service team on [email protected] and we’ll do our best to help you out. 

If a promotion code or offer has successfully been applied to your order, the discount will appear in the ‘Order Summary’ on the ‘Shopping Cart’ page, as well as on the ‘Reviews & Payments’ page on the checkout.

Unfortunately instore credit notes can only be used at our standalone stores - but don't worry, these are valid for 12 months from the date of issue, so there's plenty of time for you to pick out a new outfit!  

We love a deal as much as the next person and as much as we'd love to, we can't stack promo codes. You can only use one at a time at checkout.

YOUR ACCOUNT

An account isn’t absolutely necessary – you can checkout as a guest. Though it does make things a bit easier for next time. So it’s not a bad idea.

Not a worry - we all forget passwords from time to time! You can reset your password on the Account page and follow the instructions from there.

Absolutely! Every new member will receive 10% off full priced styles* at out online checkout for their first order with us. You’ll also be the first to know about new arrivals, upcoming sales store updates and INDUSTRIE KIDS events.

If you no longer wish to receive updates from us, please email [email protected] and we'll unsubscribe you. Hope it wasn’t something we said!


After placing your order, you will receive an email confirming the order. If you have paid using PayPal or Afterpay, you should also receive an email from them confirming the transaction.

If you’re unsure for whatever reason, please get in touch with our Customer Experience team at [email protected] and we’ll do our best to sort it out for you.   

Glad you asked! Your privacy is important to us and you can read up on our Privacy Policy here.

GENERAL INFO

  • We are stocked in Myer department stores throughout Australia. Stockist locations can also be found on the Store Finder page.

To view all current vacancies at INDIE KIDS, please visit our Careers page.

We'd love to hear from you! If you feel like you're a perfect match with INDIE KIDS, shoot us a quick email on [email protected] and we'll be in touch! 

At this stage, we are stocked in Myer department stores throughout Australia. Stockist locations can also be found on the Store Finder page.  

Keen to pay us a visit? We currently have INDIE KIDS stores located across Australia. To find your nearest store, head to the Store Finder page. Come say hello!  


We appreciate any valuable feedback and would love to hear from you. Email us directly at [email protected] and one of our Customer Experience Team Members will be in touch!  

Oh no! Nobody likes an error message & sometimes a quick trouble shoot can help you get your order over the line.

Tips

  • Try private/incognito mode. Don't know how, see here. 
  • Try using another web browser - we strongly suggest Google Chrome! 
  • Check your payment details - Double check if you've inputted your numbers correctly. We all make typos! 
  • Disable/delete your cookies, sometimes old cookies can generate those error messages. 

If you're still having issues, contact one of our friendly Customer Experience Team Members and they'll be more than happy to help you out.

Despite our best efforts, there are rare instances where our online warehouse might not be able to fulfill your order due to damaged or missing items. If this happens, our Customer Experience Team will be in touch, and we'll arrange a refund for you as soon as possible.

You can get in touch with us via email at [email protected]. Our office hours are 8.30am - 5.30pm, Monday to Friday.

If you can't find the information you need in our product description, feel free to reach out to our Customer Experience Team at [email protected] and we'll be happy to help. 

Got your eye on something, but it's out of stock on our online store? We can keep you in the loop! Sign up for a restock email notification on our website. 

Just look for the "notify me when available" button and pop your details in and we'll do the rest.  



You can send through all media or PR enquires to us at: [email protected]