customer help & FAQs

We currently accept VISA, MASTERCARD, DINERS CLUB, AMERICAN EXPRESS and PAYPAL.Unfortunately, we do not accept BPAY/Debit Card payments.

Items Available Online

Unfortunately, our online store only carries a selected product range. At this stage, we have selected a range of our most popular products primarily from our Home, sports and Toys range.Products such as apparel, footwear, cosmetics 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.

Changing Order Details

If the address is wrong on your order please contact us on 1800 051 800 to amend.

Tracking Information

When your order has been marked as shipped from our online store you should receive an email informing you of your parcels consignment number and the carrier it is shipping with.

Orders shipped with Auspost

You can track your orders shipped via Australia Post at http://www.auspost.com.au/track.

Orders shipped with TNT

You can track your orders shipped via TNT at http://www.tnt.com.au.

Damaged Items

If you have received an order and an item is damaged or incorrect, please contact Shop Online on 1800 051 800.

Returns

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

Tax Invoice

After your order has been placed you should receive a confirmation email with an attached tax invoice.If you need to print out an invoice, please scroll to the bottom of the page and click on Track Order under the Services heading or click here.

PayPal

We now have PayPal as a payment option so you can use it to pay for your purchases. If you do not have a PayPal account you can sign up for it here.

Flybuys

We accept Flybys for our online purchases. Please use the 13 digit number below the barcode on your card.

Staff Discount Cards

Unfortunately at this time, we do not accept staff discount cards.

Gift Cards

Unfortunately at this time, we do not accept gift cards online. Gift cards are available to purchase and redeem in store only.
Alternatively you can purchase them online at giftcards.com.au.

Layby

We currently do not offer an online layby service. Layby is available instore only

Browser Support

Our site supports the latest browsers on all platforms, however we recommend using Internet Explorer version 10+ or Google Chrome.

Security

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 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.

Placing an Order

Searching for an item

To search for a product online, type in keywords for the item in our search bar located at the top of the screen next to the magnifying glass icon.
You can also browse by Department which is located just below the search bar.
* Please note: not everything we sell in store is available online, if you are unable to find the product online please contact Customer Service on 1800 124 125 for availability or go into your local store.

Placing an order

Search or browse the site for the items you would like to purchase
Add items by selecting the quantity and clicking 'Add to Bag'.
Input your delivery postcode in order to check stock availability and calculate delivery cost.
Click on shopping bag and 'View bag and checkout'
To pay for your order either ‘Checkout with PayPal’ or ‘Pay Securely Now’.
If you chose ‘Pay Securely Now’, you can either sign in or checkout as a guest.
Follow prompts to place your order.
You should receive a confirmation email from Kmart and if you placed your order with PayPal you should receive an additional email also.

If you do not receive an email with 24 hrs please contact us on 1800 051 800.

Low Stock/Item Sold Out

If an item is low in stock or is sold out you will not be able to purchase it online until stated otherwise.
You can contact Customer Service on 1800 124 125 and find out whether the item is indicating stock in stores closest to you.

Shopping Bag

To view your shopping bag, click on the icon on the top right of your screen and it will display the contents of your bag.

Shipping Estimate

Delivery charges are calculated on a per order basis according to the weight and size of your order along with the delivery address. If you would like to know the cost of delivery, add the item into your Shopping Bag. 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.

Item availability

When entering your delivery postcode and a product is currently out of stock, a message will appear informing you of ‘insufficient online stock’. Here you will also find prompts to check in-store availability request a notification when the product is back in stock or change your delivery postcode.

Bulk Orders

We offer the ability to purchase multiple amounts of our product online; however availability may vary in each state. If you are unable to purchase your desired amount please contact us on 1800 051 800 for assistance.

Click and Collect

Unfortunately we currently do not offer this service.

Shipping

Transit times

Our estimated delivery times are as follows:

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

(Please allow up to 72 hours for the items to be picked and packed.)
Our carriers deliver during business hours only (Monday to Friday, 9am to 5pm).
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 may 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.

Carriers

In most cases we post via Australia Post for orders less than 22kg and TNT for orders over 22kg.

Express delivery

Unfortunately, we do not offer an express delivery service at this time.

Contact before delivery

This service is not currently available with our carriers.

Shipping costs

Orders below 22kg ^

Shipping Charge	Metro	Outer Metro	Country	Remote
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 *

State

Shipping Charge

Metro

Outer Metro

Country

Remote

NSW

Base Fee

Additional charge**

$10

$0.12/kg

$10

$0.20/kg

$10

$0.25/kg

$10

$0.25/kg

QLD

Base Fee

Additional charge**

$10

$0.12/kg

$10

$0.25/kg

$10

$0.40/kg

$10

$0.95/kg

VIC

Base Fee

Additional charge**

$10

$0.12/kg

$10

$0.20/kg

$10

$0.25/kg

$10

$0.25/kg

Base Fee

Additional charge**

$10

$0.12/kg

$10

$0.20/kg

$10

$0.25/kg

$10

$0.25/kg

Base Fee

Additional charge**

$10

$0.20/kg

$10

$0.25/kg

$10

$0.50/kg

$10

$0.65/kg

TAS

Base Fee

Additional charge**

$10

$0.15/kg

$10

$0.15/kg

$10

$1.45/kg

$10

$1.45/kg

Base Fee

Additional charge**

$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

Examples:

Shipping Cost of a trampoline weighing 74 kgs (cubic) to Post Code 2232 (Metro Sydney) would be = $18.88 (Base Fee of $10+ Additional Charge of $8.88 (74 kgs x $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 kgs x $0.5 per kg)

International Shipping

We only ship to Australian postcodes and do not currently offer International Shipping.

Problems?

Unable to find an item seen in store

Unfortunately, not all items available in store are ranged online. We currently offer limited items from the Home & Garden, Kids and Sports ranges.

Unable to find Clothing or Footwear

Unfortunately, our apparel and footwear ranges are not available online.

Unable to add item to cart

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 and will display an "Available in Store" icon. For these items, you can "Check Availability" of the product in stores close to your location or contact Customer Service on 1800 124 125.

PayPal

If you have tried to place an order with PayPal and you have not received a confirmation email from them, unfortunately it has not gone through.

The status of my order has not changed.

If your status has not changed please contact us on 1800 051 800 and we can inform you of its progress.

Where is my order?

If you need any further information about your order please contact Shop Online on 1800 051 800 and have your order ID ready.

Forgot password

If you have forgotten your password, please click on the ‘Forgot your password’ link or contact Shop Online on 1800 051 800.

Account locked

Please contact us on 1800 051 800 to unlock your account.

Damaged/incorrect items

If you have received an order and an item is damaged or incorrect, please contact Shop Online on 1800 051 800.

Customer Service

Compliments/Complaints

If you have any compliments or complaints about a store or staff member please either fill out the Feedback Form or contact Customer Service on 1800 124 125.

Stock Locations

If you would like stock locations of a particular product, please contact Customer Service on 1800 124 125

Products

If you have any queries or complaints about any products shown online or in store, please contact Customer Service on 1800 124 125.

Careers

If you would like to apply for a job please go to our employment page or speak to a manager at your local store.
For any further queries about employment, please email recruitment@kmart.com.au

Layby

Terms and Conditions

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.
Standard length of layby is 8 weeks.
Parcels may be stored offsite.

Returns/Exchange

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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