Help Center
Online Orders
How can I track my order?
All successful orders will display an on-screen confirmation message, and you will receive an order confirmation email.
Tracking details for your online order will be included in your " Shipping Confirmation Email". This is generally sent 1 to 3 business days after you place an order.
If you've received the order confirmation email but have not received a Shipping Confirmation Email after 3 business days, please contact us here. Please note during peak times (including promotional or sale periods) your order will be processed longer.
You can also check your order status in your account by click at orders on left side bar and you will see the track have been set.
How do I cancel my online order?
Once you've placed an order, we are unable to make any changes, additions, cancellations or amendments. We process orders frequently to ensure they get shipped out to you as quickly as possible and once an order is processed, we can no longer make changes.
Please chat with us via LiveChat or support@kinkylizard.com.au during business hours, as soon as possible after the order is placed.
We try to accommodate when we can, but we can't guarantee changes to orders.
Has my order gone through successfully?
All successful orders will display an on-screen confirmation message, and you will receive an "Order confirmation email".
All successful orders will be collected on your Kinky Lizard Family account - Orders. You will find the order details and updated status there.
This can sometimes pop into your junk folder, so don't forget to check that too.
Something is missing from my order
We're so sorry to hear this. Please contact us LiveChat or support@kinkylizard.com.auand include photos if possible as this will help the supporting team work faster.
I have received a broken, faulty or wrong item
We're so sorry to hear this. Please contact us LiveChat or support@kinkylizard.com.auand include photos if possible as this will help the supporting team work faster.
Returns & Refunds
What is the return policy?
How do I return or refund or exchange an item purchased in-store?
If you have purchased in-store and you'd like to make a refund or return or exchange, you can visit your local store and our friendly team will be able to assist.
Please ensure you have read our return, refund, and exchange policy before and ensure that you include a clear copy of your receipt.
If you are unable to head in store, please contact ushere.
How do I return or refund or exchange an item purchased online?
If you have purchased online and you'd like to make a refund or return or exchange, please read our return, refund, and exchange policy and follow the instructions:
How to start a return
(1) To start a return, please contact us at support@kinkylizard.com.au for request the return and complete a return and exchange form.
Please note that returns will need to be sent to the following address: Unit 7, 4 Bookham St, Morley WA 6062 Australia
(2) Once your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not accepted.
You can always contact us for any return questions at support@kinkylizard.com.au.
Exchange
Exchanges are available for items that arrive damaged, defective, or stop functioning as intended within 25 days of receipt.
To request an exchange, please send detail information and photo to support@kinkylizard.com.au
Exchanges are subject to stock availability.
How long will my refund take?
Refund will be processed once returned items are received and inspected by our team.
We will receive "Refund Confirmation Email" notify you once the refund is approved.
You'll be automatically refunded on your original payment method within 10 business days (Refund typically take 3-10 business days to appear in your account after processing)
If you do not receive your refund within this timeframe, please check with your bank or card provider before contacting our support team at support@kinkylizard.com.au
Can I return my items purchased online to an in-store?
We aim at providing you with the produces you fall in love with but we understand that sometimes things just don't work out.
At this stage, we are currently unable to offer a refund in-store for items purchased online. If you would like to return your items and receive a refund for your online order, please read our return, refund, and exchange policy and follow the instructions:
How to start a return
(1) To start a return, please contact us at support@kinkylizard.com.au for request the return and complete a return and exchange form.
Please note that returns will need to be sent to the following address: Unit 7, 4 Bookham St, Morley WA 6062 Australia
(2) Once your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at support@kinkylizard.com.au.
Refunds
Refund will be processed once returned items are received and inspected by our team.
We will notify you once the refund is approved.
You'll be automatically refunded on your original payment method within 10 business days (Refund typically take 3-10 business days to appear in your account after processing)
If you do not receive your refund within this timeframe, please check with your bank or card provider before contacting our support team at support@kinkylizard.com.au
Our Products
How should I store my coffee?
Use an Airtight Container
Keep coffee in a sealed container to prevent exposure to oxygen, which degrades flavour.
Store in a Cool, Dark, Dry Place
Keep coffee away from heat, light, and moisture—pantries or cupboards are ideal.
Prefer Whole Beans
Whole beans stay fresh longer than ground coffee. Grind just before brewing.
Seal Open Bags Properly
Use a clip or bag seal for opened coffee to minimize air exposure.
Do Not Freeze
Freezing can introduce moisture, leading to stale coffee. Freeze only if necessary, in an airtight container.
Use Coffee Within 1-2 Weeks
For the freshest flavour, consume coffee within 1-2 weeks of opening.
How should I store my tea?
Use an Airtight Container
Store tea in a sealed container to protect it from air, which can degrade flavour.
Keep It Cool, Dry, and Dark
Tea should be stored in a cool, dry place away from direct sunlight, heat, and moisture (e.g., a pantry or cupboard).
Avoid Storing in the Fridge
The fridge can introduce moisture and cause tea to lose flavour. Only refrigerate if you're storing large quantities long-term.
Keep Tea Away from Strong Odors
Tea easily absorbs odours, so store it away from spices, cleaning products, and other strong-smelling items.
Use Tea Within 6 Months to 1 Year
For optimal flavour, try to use your tea within 6 months (loose leaf) or 1 year (bags) after purchase.
What brew methods do you recommend?
Definitely! Using espresso machine is the best way for extraction rich, concentrated coffee shot but for alternative option which giving different dynamic for your coffee cup.
Drip Coffee (Coffee Maker): This is great for a convenient, consistent brew with minimal effort, producing a balanced and clean cup. Use a medium grind for best results.
Pour-Over: Ideal for those who want control over the brewing process, offering a bright, clean, and complex cup. A gooseneck kettle helps with precise pouring.
Cold Brew: If you prefer a smooth, less acidic coffee for iced drinks, cold brew is perfect. It’s sweet, mellow, and highly caffeinated, made by steeping coarsely ground coffee in cold water for 12-24 hours.
Is the coffee whole bean? Can I get it ground?
Definitely! We can do for you. Please select the Grind option when you place an order.
What is the difference between Arabica and Robusta?
Arabica: Known for its smooth, mild flavour with a range of subtle Flavors and higher acidity. It’s considered higher quality and more expensive.
Robusta: Stronger, more bitter taste with higher caffeine content. It’s often used in espresso blends for added body and crema and is less expensive than Arabica.
I want to use Kinky Lizard® coffee product in my business. How do I get started?
We aim at providing you with the produces you fall in love and we're happy to hear that you'd like to be expanding your love to business. Want to grow up with us please contact us her at support@kinkylizard.com.au or LiveChat.
Do you have decaffeinated coffee?
Yes. Our Decaf Blend Coffee Beans is one of the best seller's. A high-quality specialty Arabica beans remove 99.9% of the caffeine without chemicals.
Gift Cards & E-Gift Cards
Can I use my gift card online?
We currently have only Physical Gift Card which can be used only at Kinky Lizard Cafes
I've lost my Gift Card, can it be replaced?
Once Gift Cards are purchased, as lost or stolen cards cannot be replaced or refunded.
Do the Gift Cards and E-Gift Cards Expire?
Our Gift Cards are valid for 36 months (3 years) from the date of purchase.
What is an E-Gift Card?
E-Gift Card work in a similar way to traditional physical gift cards but without an actual card.
We currently have only a physical Gift Card available and it can be used only at the Kinky Lizard Cafes.
Can I purchase an E-Gift Card with a custom value?
We currently have only Physical Gift Card which can be used only at Kinky Lizard Cafes available in $25, $50, and $100.
Can I exchange or return/refund my Gift Card or E-Gift Card?
Our Kinky Lizard Gift Card cannot be exchanged or refunded for cash. Gift Cards also cannot be purchased under promotional discount or offers.
How to Redeem my Gift Card?
Unfortunately, our Kinky Lizard Gift Card cannot redeem.
Afterpay
What is Afterpay?
Afterpay offers simple and affordable instalment plans for online shoppers. The payment platform allows you to purchase in four equal instalments, due every fortnight. There is no additional cost to use Afterpay. Learn more about Afterpay here. Available in stores and online in Australia for orders under AU$1,000
To see Afterpay’s complete terms, visit. https://www.afterpay.com/en-AU/terms-of-service.
Is Afterpay available on all orders?
Afterpay is available only for orders under $1,000. Afterpay can be used online and in selected stores across Australia, and online only in New Zealand.
What do I need for Afterpay?
1. A debit or credit card.
2. To be over 18 years of age.
3. An Australian or New Zealand residential address.
4. An Australian or New Zealand billing & delivery address.
How does Afterpay work?
1. At checkout, just select Afterpay as your payment option and you will be redirected to the Afterpay website to process payment.
2. Register or log in into Afterpay and follow the prompts.
3. You will then be redirected back to our website to receive your order confirmation.
4. Please note that Afterpay's maximum transaction limit is $1000. However, each order is subject to Afterpay's credit assessment.
Can I return my items purchased online to a retail store if I paid with Afterpay?
At this stage, we are currently unable to offer a refund in-store for items purchased online using Afterpay. If you would like to return your itmes and receive a refund for your online order, please reach out to our Customer Supporting team at LiveChat orsupport@kinkylizard.com.au
Are all products eligible for Afterpay?
Afterpay is not available on purchases of Gift Card or E-Gift Card and may be unavailable on additional products.
If you order contains gift cards and other eligible products, you will need to purchase your Gift Cards separately.