FAQs

We’re always here for our Kismet Girls. If you have a question and don’t find your answer here, don’t hesitate to email us at loveletters@kismet-studios.com or message via WhatsApp chat on +61 413 844 414.

WHERE CAN I PURCHASE KISMET?

You’re not here by chance. You’re here because our site – kismet-studios.com — is the only place to meet our dream pieces. 

WHAT PAYMENT METHODS DO YOU ACCEPT?

Credit Cards: We accept Visa, MasterCard and Amex cards. 

PayPal is also accepted.  

HOW CAN I CONTACT YOU?

We love to hear from our community, and we are ready to help. 

Email: Drop us a line at loveletters@kismet-studios.com

Social Media: Contact us via WhatsApp chat on +61 413 844 414.

WHEN WILL I RECEIVE A REPLY FROM YOUR CUSTOMER CARE TEAM?

Our customer care team cares — a lot.

Everyday Availability: We are here to answer your love letters, chats and questions 7 days a week from 9am-9pm AEST. Please allow up to 24 hours for a reply. 

Holiday Policy: Like all Kismet Girls, we value the romance of a long weekend. We give our team a chance for adventure, so any enquiries sent on a public holiday will be responded to the following business day.

Quick Tips: 

  • For the fastest reply, just send one message via one channel. 
  • Also, check all of your inboxes in case one of our replies filters into your junk folder. 

WHEN WILL MY ORDER BE DISPATCHED?

Your dream piece will be on its way soon. 

Australian/NZ Orders: Dispatches in 1 business day. 

International Orders: Dispatches in 2 business days. 

HOW CAN I TRACK MY ORDER?

Once your order has been shipped, you can track your love with a tracking number delivered right to your email. 

Australia/NZ: Track Australia Post orders here - auspost.com.au/mypost/track/

International: Track DHL orders here - dhl.com/global-en/home/tracking.html

CAN I CHANGE MY ORDER?

Please take your time whilst placing your order.

If you need to change your order, please contact our team immediately at loveletters@kismet-studios.com. Unfortunately we can not make any changes after it has been processed for shipping. 

WHAT SIZE SHOULD I ORDER?

Let our expert tips and customer care team be your guide. 

Size Chart: All of our products are available from XXS - L. Please see our conversion chart to find your best size here. You’ll also see individual garment fit notes under ‘View Sizing Chart' on each product page.

Love Letter Worthy: Still unsure? Send us an email at loveletters@kismet-studios.com and we’ll help figure out the best size for you. 

WHERE DO YOU SHIP TO?

We offer global shipping to most destinations. Packages will be sent from our warehouse in Australia. See our Shipping page for more information.

WHAT IF THE ITEM I RECEIVED WAS DAMAGED OR FAULTY?

We strive to ensure all items are of the highest standard and quality. However, if you have a concern with a faulty or damaged item, please contact us immediately at loveletters@kismet-studios.com so we can review the matter.

WILL AN ITEM BE RESERVED IF I CLICK 'ADD TO BAG'?

Take your time, but don’t miss your moment. Adding a garment to your shopping cart does not reserve the item. 

WHAT DOES RETURN MEAN?

We always work with you, even if things don’t work out. Be aware that return means you have the ability to physically return your parcel back to us. Return does not mean refund. Please refer to our Returns Policy for further information on your product eligibility.

HOW DO I RETURN MY ORDER?

It may not be fate (this time). Please follow the instructions on our Returns page.

WILL I HAVE TO PAY DUTIES + TAXES?

Some of our pieces have a long way to go. International Kismet Girls, please be aware that your home country may charge import taxes & customs duties when the order arrives at the country of destination.

These duties & taxes are required to be paid by the customer. To get an estimate, you can contact your local customs office.

WHY AM I BEING CHARGED 15% GST ON MY NEW ZEALAND ORDER?

This one is for our Kismet Girls in NZ. Starting 1 December 2019, New Zealand applied a Goods and Services Tax (GST) of 15% to the sale of low value goods that are imported by consumers into New Zealand (NZ). For more information please click here.

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