Online Shopping

Do I need to set up an account with SUJI KIM to shop online?

No, you can check out as a guest, however setting up an account helps speed up the ordering process for you and allows you to keep track of your orders and refunds online, it always means we can let you know about upcoming sales and promotions.

I’ve forgotten my password to my SUJI KIM account

You can easily reset your password by clicking the login link in the top left corner. Within the Login to your SUJI KIM account there is a link called FORGOTTON YOUR PASSWORD that prompts you to enter in your email address that is connected to your SUJI KIM account, you will then be sent an email with a link to reset your password to the email address provided

How do I change my details in my SUJI KIM account?

If you have already signed up, click into the “My Account” section where there are options for you to change any of your details including payment and shipping details. You can do this by clicking the EDIT INFORMATION link located under each section.

If you haven’t logged in for a while, we recommend checking that all your details are up to date prior to making an order.

What is the wishlist and how does it work?

  • Next to every product in our online store, you’ll see an ‘Add To Wishlist’ button.
  • This allows you to create a wishlist of your favourite SUJI KIM products. You need to have created an online account and be logged in to add items to your wishlist. You can access your wishlist from the link at the top of the site or from within your account.
  • Please note, that the items in your wishlist are not automatically added to your shopping bag. To purchase items in your wishlist, click the ‘Add to bag’ button next to the item.
  • You can also share your wishlist with friends and family, or print to use as a convenient shopping list!

The item I want is now sold out.

It something you love is no longer in stock, please feel free to contact us here and we’ll be happy to see if the item is available to purchase in any of our other stores.

When will I be charged for my order?

If your card is authorised, payment will be taken when the order is placed and you will receive an email confirming that your order has been successful.

What cards does SUJI KIM accept for payment?

We accept credit card payments using VISA, MasterCard or AMEX. We also accept VISA and Mastercard debit cards or make it easy and checkout with Paypal. Your card will be debited once the order is placed. Please note the transaction will appear on your statement as SUJI KIM. At this time we are unable to process payments from other EFTPOS cards.

Why have I received an email saying that some of my order has been shipped?

This email is just to let you know that to get your items to you quicker, we have already dispatched some of them. The items that have been shipped will be listed on the email received.

Why have I received an email saying that some of my order has been cancelled?

There may have been an issue as to why we could not complete your order on certain product; these products will be listed in the email received. Your credit card or gift card will be refunded with the value of items we have cancelled. Please contact customer care for any further information or if you have any queries.

What currency does SUJI KIM use?

All prices have a default display in Australian Dollars, including GST.

Where we located?

SUJI KIM stores are located in most major retail areas and shopping centers of Australia.

To find your closest store, please use our store locator

Shipping and Delivery

How long does the delivery take?

Delivery will take approximately 1-3 business days (within Australia) or up to 5-7 business days (For New Zealand).

Do you deliver internationally?

Just within Australia and New Zealand.

Can I track my order?

Yes, once your order is despatched, you can track it at anytime via http://auspost.com.au/track/.

On the day your order is despatched, we’ll send you a confirmation email which will include your tracking number.

If you haven’t received a confirmation email within 3 business days of placing your order, please contact us.

How much does the shipping cost?

We charge a flat rate of $10.00 for any purchase to be shipped within Australia for all orders under $100. Shipping is free for all orders with a total value over $100 within Australia.

For New Zealand Shipping fee, we charge a flat rate of $15.00 for any purchase to be shipped to New Zealand for all orders under $150. Shipping is free for all orders with a total value over $150 to New Zealand.

Please note that our shipping does not cover any international customs duties or sales taxes that may be payable upon delivery.

Do you deliver to work address?

Yes, we can deliver to your work address.

Please ensure the business name is added to the shipping address at checkout and that someone will be available to receive the order, as a signature will be required on delivery.

If there is problem with our order who do I contact?

If there is a problem with your online order, please contact us straightaway with your contact details and we will follow up as soon as possible.

Please include as much detail as possible and your order number so we can investigate promptly.

What happens if a parcel is lost?

If you have not received your parcel within 8 working days of placing your order, we can open an investigation with Australia Post. Simply contact us.

Can I change the delivery address for my order?

Once your order has been placed we do our best to get it to you as soon as possible, therefore we cannot guarantee we will be able to change your delivery address. Please contact our Customer Service Team as soon as possible if you would like to change your delivery address and we will see what we can do for you.

Can I specify a time for delivery?

Unfortunately we cannot specify a time for delivery.

Can my delivery be sent to a PO Box?

Sorry, unfortunately we do not accept PO Boxes or Locker Boxes.

Returns/Exchange

What is your return policy?

Your right to a refund of purchase price

You are entitled to a refund for items you purchase from SUJI KIM if the item is:

(a) faulty and the fault or defect was not pointed out to you before you purchased it or would not have been apparent to you when you inspected the goods before purchase; or
(b) not ‘of merchantable quality’, meaning that it is not of the quality that you reasonably expected when you purchased it, bearing in mind the way the item was described to you before your purchase and also the price of the item; or
(c) not fit for its purpose, meaning that the item does not do what you reasonably expected it would,

AND you return the item within a reasonable time after purchase and provide SUJI KIM with proof of purchase, such as your original SUJI KIM receipt or bank statement. If you do not return the item within a reasonable time, you will not be entitled to a refund of the purchase price but you will be entitled to exchange the goods or have them repaired.

SUJI KIM reserves the right to ask you to demonstrate that you did not cause or create the fault in the item.

If you are entitled to a refund but you would prefer to exchange the item or receive a SUJI KIM’s gift card of equivalent value to the item, SUJI KIM is happy to exchange or give you the gift card instead of a refund.

SUJI KIM ‘Change of Mind Policy’

SUJI KIKM is not legally obliged to give refunds of the purchase price or gift cards on items, or exchange them, simply because you have changed your mind about the purchase.

However, under our own SUJI KIM ‘Change of Mind Policy’, if you simply change your mind we do offer a refund, exchange or gift card of value equivalent to the purchase price for most items provided that:

(a) you return the item within 14 days from the date of purchase (or for online purchases, from the date you receive it); and
(b) the item is unworn and in its original condition; and
(c) all original labels and tickets are attached to the item; and
(d) you provide an original SUJI KIM tax invoice as proof of purchase; and
(e) sale merchandise will only be exchanged, not refunded.

The SUJI KIM ‘Change of Mind Policy’ does NOT apply under any circumstances to purchases of the following items:

(a) earrings;
(b) cosmetics;
(c) lingerie; or
(d) hosiery

What do I do if my purchases don’t fit?

We have a flexible Returns Policy to make online shopping easy and convenient. If you wish to return an item we will offer an exchange (in store only) provided you return it within 14 days from the date you receive it, unworn and in its original condition with labels/tickets attached. You cannot return earrings, cosmetics, lingerie or hosiery. If you return in store you must show your order Tax Invoice. Also we cannot provide you with any cash refund in any circumstances.

For full details please see our Returns Policy.

Can I change or cancel my order?

Unfortunately, once your order has been placed we are unable to cancel or change your order.

Have you received my returned goods?

We’ll send you an email letting you know as soon as we receive your returned goods and have processed your refund or exchange. If you haven’t received this email within 10 days of posting your parcel to us, please contact us.

Can I get a refund of my e-Gift card?

SUJI KIM gift cards are non-refundable, non-transferable and cannot be redeemed for cash.

However, gift cards are valid for a twelve month period and can be used in conjunction with any sale in store (unfortunately, at the moment gift cards cannot be redeemed in our online store)

What if I received my items as a gift?

If you received your item(s) as a gift and you wish to return or exchange, please print off the Return Request form and fill in the required fields and send with your parcel to the online returns address listed below along with your SUJI KIM receipt or your tax return received with your gift. You will be notified by email the status of your return or exchange.

View the SUJI KIM Returns Request Form

What if I checked out as a guest and I don’t have a SUJI KIM ‘My Account’?

If you purchased your item(s) as a guest within our checkout process, please print off the Return Request form and fill in the required fields and send with your parcel to the online returns address listed below along with your SUJI KIM receipt. You will be notified by email the status of your return or exchange.

View the Forever New Returns Request Form

What address do I send my return parcel to?

Please send all returns to:

SUJI KIM ONLINE
2049 Dandenong Rd,

Clayton

VIC 3168
AUSTRALIA

Is it safe to order online?

SUJI KIM takes reasonable measures to ensure credit card and personal information are being kept secure at all times. Therefore, to help ensure that your shopping experience is safe and secure SUJI KIM uses EV Secure Socket Layer (SSL) technology.

Extended Validation SSL Certificates give high-security web browsers information to clearly identify a website organisational identity. This encrypts all the information you send across to us including your credit card details.

Furthermore, all pages that require you to enter your personal information or payment details on our site have the Extended Validation Standard, which will cause the URL address bar to turn green in your browser; this verifies the authenticity of our online security.

My payment method was not accepted

Payments may be rejected for a few reasons, please ensure you check the following prior to contacting our customer service team to ensure the information you have entered is correct:

-Correct credit card number has been entered.

-Correct security number and expiry date has been entered.

-That you have sufficient funds in the relevant account

If you are still having problems try an alternative payment method or contact our friendly Customer Service Team.

Help

More Questions?

If you have more unanswered questions in relation to online matters, please contact our customer service team, and we will be the answer to all your questions!

(03) 9548 8020 Mon-Fri 9:00am – 6:00pm, or email us on support@sujikim.com.au