Help & FAQ

Can I layby a product online?

Products can be put on layby in all our stores across Australia but not online. Please see our layby terms and conditions below:

  • A minimum transaction of $40 and a minimum deposit of 10% of the layby is required.
  • Your layby is to be collected by the due date.
  • Regular fortnightly payments are required.
  • A non-refundable service fee of $3.00 will be charged for each layby.
  • If the layby is cancelled by you, all monies paid except the service fee will be refunded.
  • If you do not make payments when they are due or the layby is uncollected, we will cancel the layby and retain an amount of $11.00 to cover administration costs.
  • Individual items may not be separated from a layby parcel until final payment is received.
  • Information collected from this transaction will be used for the purpose of processing your layby and may also be given to a mail service provider for the purpose of forwarding reminder letters to you.
  • Parcels may be stored offsite.

What payment options do you offer?

You can choose to pay for your order using your credit card – we accept Visa, MasterCard, American Express & Diners Club or PayPal.

Can I use a Kmart Gift Card to purchase products online?

This service is not currently available on our website. Gift cards are available to purchase and redeem in store only.

Can I use my Staff Discount Card for an online purchase?

Unfortunately Staff Discount Cards are not accepted online at this time.

Can I pay using PayPal?

Yes. You can now use PayPal to purchase online.

How do I get a copy of a Tax Invoice for my online order?

A Tax Invoice is generated for you after your payment is processed. Please print this out for your records. You can also generate a Tax Invoice for your order at any time. To generate a Tax Invoice, please log into your account, select "Track Order" from the left hand menu, and click on “View Details” next to your order. Please print out the Tax Invoice. Tax Invoices are only available for confirmed orders and are not available to reprint if the order has been cancelled.

Is your site secure?

You can be confident when you're shopping online with Kmart. Our Secure Server Software encrypts your personal and financial information to ensure your order information is protected.

We use industry standard 128-bit encryption. Our Secure Server Software locks all critical information passed from you to us, such as personal information, in an encrypted envelope, making it extremely difficult for this information to be intercepted.

Kmart Online Shopping does not capture or store your credit card information at any time - even temporarily. Kmart has partnered with the ANZ Bank and uses the highly secure CyberSource for credit card processing. All payments are made directly to the Bank through the payment gateway. No part of the Kmart Online Shopping site has any access to your credit card information, giving you additional peace of mind.

When will my online order be delivered?

All deliveries are made 8.30am to 5.00pm Monday to Friday by Kmart's chosen carrier. For orders placed before 4.00pm on a weekday, please allow from the confirmation of dispatch:

  • 3-5 working days for delivery to a capital city in any State;
  • 7-14 working days for delivery to most large regional towns; and
  • 7-14 working days for delivery to other remote locations.

During peak periods, the delivery may take up to 14 working days.

Please note that these delivery times are estimates only, and actual delivery times may vary. Large items (such as BBQs or swing sets) require extra handling and may take longer to transport.

Please refer to our Delivery Policy for full details.

How much do you charge for delivery?

Cost of delivery

Delivery charges are calculated on a per order basis and according to the weight and size of your order, and your delivery address. If you would like an estimate of your cost of delivery, put the item into your shopping bag and displayed at the bottom is your estimated delivery charge.

You will have the opportunity (based on your entered postcode) to view the finalised delivery charges on your order at the checkout stage before you complete your order and make payment.



Orders below 22kg ^

Shipping ChargeMetroOuter MetroCountryRemote
Small$10$10$14$16
Medium$10$10$14$18
Large$10$10$14$20

^ Orders below 22 kgs (cubic weight) are usually shipped via Australia Post E-Parcel Service




Orders above 22kg *

StateShipping ChargeMetroOuter MetroCountryRemote
NSW
Base Fee
Additional Fee**
$10
$0.12/kg
$10
$0.20/kg
$10
$0.25/kg
$10
$0.25/kg
QLD
Base Fee
Additional Fee**
$10
$0.12/kg
$10
$0.25/kg
$10
$0.40/kg
$10
$0.95/kg
VIC
Base Fee
Additional Fee**
$10
$0.12/kg
$10
$0.20/kg
$10
$0.25/kg
$10
$0.25/kg
SA
Base Fee
Additional Fee**
$10
$0.12/kg
$10
$0.20/kg
$10
$0.25/kg
$10
$0.25/kg
WA
Base Fee
Additional Fee**
$10
$0.20/kg
$10
$0.25/kg
$10
$0.50/kg
$10
$0.65/kg
TAS
Base Fee
Additional Fee**
$10
$0.15/kg
$10
$0.15/kg
$10
$1.45/kg
$10
$1.45/kg
NT
Base Fee
Additional Fee**
$10
$0.30/kg
$10
$0.30/kg
$10
$1.50/kg
$10
$1.50/kg

* Orders above 22 kgs (cubic weight) are usually shipped via TNT
** kg refers to cubic weight, not physical weight. The full shipping charge will be shown to you prior to payment



Shipping cost examples:
- Shipping Cost of a trampoline weighing 74 kgs (cubic) to Post Code 2232 (Metro Sydney) would be = $18.88 (Base Fee of $10+ Additoinal Charge of $8.88 (74 kgsx $0.12 per kg)
- Shipping Cost of a Combo Play Gym weighing 70 kgs (cubic) to Post Code 6215 (Country WA) would be = $45 (Base Fee of $10+ Additional Charge of $35 (70 kgsx $0.5 per kg)



What delivery options do you offer?

We currently offer standard delivery via Australia Post and TNT.

Do you offer an Express Delivery?

This is not a service we currently offer

Which transport providers do you use for delivery?

We use Australia post for all deliveries under 22kgs. We use TNT for deliveries over 22kgs.

How can I track my order?

Once you have placed an order you will receive an order confirmation email with your order number. Visit kmart.com.au and either log into your account if you are a registered user, or if you’re a guest user, click on the’ Track Order’ link in the footer of the website. Enter your order number and delivery postcode to view the status of your order.

Once your order has been shipped you will receive an email with your consignment number. The consignment number will be either an Australia Post or TNT tracking number. Log into their website to view the status of your delivery.

Australia Post

tnt

Can the Transport Provider contact me prior to my delivery and provide me a window for delivery?

This service is not currently offered. Our shipping partners deliver within business working hours only.

Will my package be left if I am not available at home?

We require a signature as proof of delivery, so if you are not at home when we try to deliver your goods, a card will be left so you can collect your parcel from your local post office or courier depot at a time convenient to you.

Do you offer International Shipping?

We currently do not offer international shipping.

Does Kmart stock everything available in store online?

Our online store only carries selected products. At this stage, we have selected a range of our most popular products primarily from our Home and Toys range. Products such as clothing, footwear, cosmetics, DVD’s and haberdashery are not featured online – we feel these products are best selected in store so you can try on, or feel what the product is like before you buy.

I’m having trouble placing an online order. What can I do?

If you’re having trouble placing an order online, please use the contact form or call our Customer Service Centre on 1800 051 800 Monday – Friday 8:30am to 5:00pm.

How do I use the "Check In Store Product Availability" function on the Product Details Page?

The Check Availability Function allows you to look up stock at your nearest Kmart stores. Please note that this is the stock availability for stores as of midnight on the previous night. In-store stock levels may vary over time and cannot be guaranteed. Simply enter your postcode to check availability. A green circle indicates that the store has the item in stock. If the circle is Amber this means that the store has limited items in stock so it’s best to call the store to confirm availability.

Why can't I add items to my Shopping Bag?

Some items are not available for online purchase and must be purchased from your local store. These items will not display the "Home Delivery" icon, they will display an "Available in Store" icon. For these items, you can "Check Availability" of the product in stores close to your location.

What is your Returns Policy?

Change your mind? Not a worry - we have a 28 day returns policy!

Returning Kmart Online products

We will offer a refund/ exchange on most products purchased at Kmart Online. If you are not completely satisfied with your product, return it to us for a refund / and or exchange. Please refer to the full Kmart Policy for details.

How to return a product ordered on Kmart Online

Products ordered at Kmart Online can be returned to our stores. You will need your tax invoice (email receipt) as information on this is needed as proof of purchase. For change of mind return/exchange, delivery fee is non-refundable.

Faulty Product

Contact the Customer Service Centre on Toll Free 1800 051 800 (9am to 5pm Monday to Friday). Please refer to the full Kmart Policy for details. If you are unable to go to one of our stores, we will pick up the product for you.

Damaged or Incorrect Product delivered

We apologise for the inconvenience, we will resend the correct item to you as soon as we can. Contact the Customer Service Centre on Toll Free 1800 051 800 (9am to 5pm Monday to Friday).

Please refer to our Returns Policy for full details.

Delivery

Delivery Policy

This policy sets out details of delivery for your online purchases. If you require clarification or have any questions please contact:

Online Shopping Enquiries team toll free on 1800 051 800 (8.30am to 8.00pm AEST Monday to Friday).

For General Enquiries please call toll free on 1800 124 125 (8.30am to 5.00pm AEST Monday to Friday).


Christmas Delivery Dates

Christmas is almost here and we don’t want you to miss out. Order before 12th December 2014 and no matter where you are across Australia, we’re confident that you will receive your order before Christmas.

Order after 12th December and we cannot guarantee that you will receive your order before Christmas, but we’ll do our very best.

To view your local stores extended Christmas trading hours, click here


Where we deliver

We will deliver to most addresses within Australia, but do not deliver to international locations. We require a street address for delivery – unfortunately we cannot deliver to a P.O. Box. Some remote locations cannot be serviced, however Kmart's carrier may be able to deliver to a local depot where you can collect your products.

The locations we can deliver to may change from time-to-time. Please call our Customer Service Centre to find out if we deliver to your location.


How and when we deliver

All deliveries are made 8.30am to 5.00pm Monday to Friday by Kmart's chosen carrier. For orders placed before 4.00pm on a weekday, please allow from the confirmation of dispatch:

  • 3-5 working days for delivery to a capital city in any State;
  • 7-14 working days for delivery to most large regional towns; and
  • 7-14 working days for delivery to other remote locations.

During peak periods (Easter, Xmas or Toy Event), the delivery may take up to 14 working days.

Please note that these delivery times are estimates only, and actual delivery times may vary. Large items (such as BBQs or swing sets) require extra handling and may take longer to transport.

Items may be delivered to you individually and/or separately by different couriers and transport agencies.

For large items, the courier will attempt to contact you to arrange a delivery time using the contact details provided by you.

We are not responsible for any late delivery or failure to deliver due to circumstances beyond our reasonable control. For certain products, items may be delivered directly to you by Kmart's supplier.


The supplier will contact you shortly before delivery to arrange a suitable delivery time and delivery location (where reasonable) at your address. The supplier will contact you on the day prior to delivery to confirm these details. The supplier will deliver the product to your requested location at your address wherever possible. Please ensure that your requested delivery location is free from obstructions and is otherwise in a clean and tidy state to prevent any delivery delays. At the time of delivery, you will be asked to sign a form to acknowledge that the goods were delivered in good and proper condition. Where you have requested that a representative accept delivery of the goods on your behalf, this delivery acknowledgment will be obtained by the supplier from your representative. Please note that the supplier is under strict instructions to only deliver and obtain delivery confirmation from you personally unless you agree to other arrangements with the supplier.


Cost of delivery

Delivery charges are calculated on a per order basis and according to the weight and size of your order, and your delivery address. If you would like an estimate of your cost of delivery, put the item into your shopping bag and displayed at the bottom is your estimated delivery charge.

You will have the opportunity (based on your entered postcode) to view the finalised delivery charges on your order at the checkout stage before you complete your order and make payment.



Orders below 22kg ^

Shipping ChargeMetroOuter MetroCountryRemote
Small$10$10$14$16
Medium$10$10$14$18
Large$10$10$14$20

^ Orders below 22 kgs (cubic weight) are usually shipped via Australia Post E-Parcel Service




Orders above 22kg *

StateShipping ChargeMetroOuter MetroCountryRemote
NSW
Base Fee
Additional Fee**
$10
$0.12/kg
$10
$0.20/kg
$10
$0.25/kg
$10
$0.25/kg
QLD
Base Fee
Additional Fee**
$10
$0.12/kg
$10
$0.25/kg
$10
$0.40/kg
$10
$0.95/kg
VIC
Base Fee
Additional Fee**
$10
$0.12/kg
$10
$0.20/kg
$10
$0.25/kg
$10
$0.25/kg
SA
Base Fee
Additional Fee**
$10
$0.12/kg
$10
$0.20/kg
$10
$0.25/kg
$10
$0.25/kg
WA
Base Fee
Additional Fee**
$10
$0.20/kg
$10
$0.25/kg
$10
$0.50/kg
$10
$0.65/kg
TAS
Base Fee
Additional Fee**
$10
$0.15/kg
$10
$0.15/kg
$10
$1.45/kg
$10
$1.45/kg
NT
Base Fee
Additional Fee**
$10
$0.30/kg
$10
$0.30/kg
$10
$1.50/kg
$10
$1.50/kg

* Orders above 22 kgs (cubic weight) are usually shipped via TNT
** kg refers to cubic weight, not physical weight. The full shipping charge will be shown to you prior to payment



Shipping cost examples:
- Shipping Cost of a trampoline weighing 74 kgs (cubic) to Post Code 2232 (Metro Sydney) would be = $18.88 (Base Fee of $10+ Additoinal Charge of $8.88 (74 kgsx $0.12 per kg)
- Shipping Cost of a Combo Play Gym weighing 70 kgs (cubic) to Post Code 6215 (Country WA) would be = $45 (Base Fee of $10+ Additional Charge of $35 (70 kgsx $0.5 per kg)



Acceptance of delivery

Deliveries must be signed for, and anyone at the delivery address who receives the products shall be presumed by Kmart to be authorised to receive the products.

Unfortunately Kmart and its carriers are unable to provide an estimate of the delivery time. If you are unsure if you will be available at the delivery address during the delivery hours, we recommend nominating a work address or address of a family member who will be present during the delivery hours. In the instance someone is not able to sign for your delivery, Kmart's carrier will leave a card. When delivered by Australia Post you will need to collect your delivery from the closest Post Office. Any other carrier you will need to contact them directly to make alternative delivery arrangements, which may include a re-delivery fee charged by Kmart if re-delivery is required.

Please note that risk for loss or damaged product passes to the customer upon delivery of the product(s) by the courier.


Delivery Problems

If your delivery has not arrived, please contact our Customer Service Centre. If you wish to return a product delivered damaged or otherwise, please refer to Kmart's Online Returns Policy.


We are unable to deliver dangerous goods (such as aerosol cans, paint etc).


Returns

Returns Policy

Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

Change of mind returns

If you wish to return an item because you have changed your mind about your purchase, Kmart will offer you an exchange voucher or refund provided that:

  • You return the item within 28 days of purchase;
  • You produce your original Kmart register receipt at the timeyou return the item
  • The item is in resaleable condition including that:
    • It is in its original packaging, including instruction manuals and all accessories;
    • It is unworn, unopened, unused and in its original condition; and
    • In the case of computer games, CDs and DVDs the original security seal or shrink wrap is intact and that:
  • The product is not one on which a change of mind return is not available (see below).

If these requirements are not satisfied Kmart reserves the right not to offer an exchange voucher or refund for change of mind returns.


Goods on which a change of mind return is not available

Kmart will not accept the return of items from the following categories under the change of mind returns policy under any circumstances:

  • Cosmetics
  • Fragrances
  • Hosiery
  • Underwear
  • Swimwear
  • Printer cartridges
  • Bedding accessories (for example, mattress and pillow protectors)
  • Gift cards

These products can still be returned if they are faulty, not fit for purpose or do not match the sample or description.


Other Returns

Kmart will accept product returns and provide you with an exchange voucher, refund or repair where:

  • The product is faulty or is not of acceptable quality, or
  • The product is not fit for its intended purpose, or
  • The product does not match the sample or our description; and
  • You can present your Kmart register receipt or other adequate proof of purchase.

Kmart may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem. Kmart reserves the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse or neglect.


Please be aware that data (including, but not limited to, images, music and video) may be lost during the repair process of electrical and electronic products. It is the responsibility of the customer to ensure that all personal data is deleted before return to Kmart.


Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods.


Claims for compensation or reasonable expenses incurred in returning your purchase should be addressed to our Customer Service team at the address below and need to be accompanied with supporting evidence.


Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.


Kmart reserves the right to:

Assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused.

Please note:

  • Your original Kmart register receipt is the best form of proof of purchase
  • Refunds will be issued using your original payment method
  • Gift cards are not redeemable for cash

Your nearest Kmart

If you live a long way from your nearest Kmart store, we recommend contacting Kmart Customer Service on 1800 124 125 for assistance prior to travelling to Kmart to return your item. Remember also, when returning items in accordance with Kmart’s Return Policy you don’t need to return to the store of purchase, you can attend any Kmart store.


How to return a product ordered on Kmart Online

Products ordered at Kmart Online can be returned to our stores. You will need your tax invoice (email receipt) as information on this is needed as proof of purchase. For change of mind return/exchange, delivery fee is non-refundable.

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