Frequently Asked Questions

COVID-19

In light of the current situation surrounding COVID-19, Kennedy wants to assure you that we are taking all necessary steps to ensure the safety of our customers and employees. For more information about boutique opening hours and how to shop with us, please click here.

ACCOUNT

How do I create an account?

To create an account, please click on the register section in the upper right-hand corner of the website and enter your details.

Do I need to set up an account to place an order? Can I shop without an account?

You may place an order as a Guest, without an account. However, we recommend creating an account to enjoy the following benefits:

  • Track your orders and view purchase history
  • Ease of access for future purchases
  • Add pieces you love to your Favourites
  • Get notified when a timepiece is back in stock

I have forgotten my password: what should I do?

Simply follow the ‘Forgot password?’ link on our Sign In page and enter your email address. You will then receive an email to reset your password.

How do I receive Kennedy email updates?

Stay informed of novelty pieces, and exclusive information by entering your email address at the bottom of our website.

Is my personal information private?

Yes, your information is safely secured. For full information please visit our Privacy Policy page.

SHIPPING

How much is the shipping cost?

We offer complementary shipping for all orders.

Can I track my order?

Yes, you can. Please contact +61 3 8614 1100, our Customer Care Team will assist with tracking the order.

Can I collect in store?

Yes, we offer ‘Pick-up’ service at selected boutiques in Melbourne, Sydney and Perth. Please see list below.

Brand

Melbourne Boutiques

Cartier

Kennedy Crown Melbourne

IWC

Kennedy Crown Melbourne

IWC Boutique Melbourne

Ulysse Nardin

Kennedy Crown Melbourne

Panerai

Kennedy Boutique Chadstone

Panerai Boutique Melbourne

 

Brand

Sydney Boutiques

Cartier

Kennedy Star Sydney

IWC

IWC Sydney

Ulysse Nardin

Kennedy Star Sydney

Jaeger-LeCoultre

Kennedy Star Sydney

Jaeger-LeCoultre Sydney

Piaget

Kennedy Star Sydney

Panerai

Panerai Sydney

 

Brand

Perth Boutique  

IWC

Kennedy Boutique Crown Perth

Can I have my order delivered to a collection point or PO box address?

Unfortunately, we do not ship to certain addresses, such as pick-up points or PO boxes.

Is my package insured and do I need to sign for my order?

Yes, your package is insured during transit until arrival at your designated delivery address. A signature and the receiver’s photo ID are required upon receipt.

RETURN AND REFUNDS POLICY

What is your return policy?

We offer free return and exchange, subject to the following conditions.

  • You are returning an item within 14 days from the day it is delivered to you
  • The item is in its original condition. The original protective sticker has not been removed and security tag has not been removed
  • Yes, Kennedy offer refunds. Please click here to read our full Return Policy

As soon as you’ve decided you’d like to exchange or return, let us know. You have 14 days from the date you received your order to follow the below steps:

How do I return an item?

  1. Call +61 3 8614 1100 to organize your exchange or return with our Customer Care Team
  2. The Customer Care Team will organize a complementary collection of your item OR you are welcome to deliver the order to your nearest Kennedy boutique. To see locations, click here
  3. For items being collected, the Customer Care Team will send through a confirmation email of your Return/Exchange which includes the delivery consignment note and your return reference number
  4. Please print out the consignment note to place on the outside of your package
  5. Fill out and sign the Return/Exchange slip provided in your order delivery box
  6. Leave the box open for the contents to be checked upon collection

Can I place an order over the phone?

Yes, you can. Please contact +61 3 8614 1100, and our friendly Customer Care Team are happy to assist you with this.

Can I cancel my order or make changes to it?

You can change or cancel the order If your order has not been shipped. Contact our Customer Care Team +61 3 8614 1100, directly to make any changes.

If your order has been shipped, we cannot cancel your order. However, you can return or exchange once you receive your order. Refer to our Return Policy on how to request a full refund on your purchase.

PAYMENT

What payment method do you accept?

We accept Mastercard, Visa, Amex, PayPal, Alipay and WeChat pay.

ORDER CONFIRMATION

How do I know that you have received my order?

As soon as we have received your order, you will receive an email with the order confirmation and payment confirmation. Please add our contact details to your list of secure senders so that our emails can arrive safely in your inbox. If you do not receive an email from us, please check your spam folder. Once we have shipped your order, you will receive another email from us. Contact our Customer Care Team +61 3 8614 1100 if you have further questions.