FAQ

Store Info

  • How do I buy from you?
  • Is there a limit on how many ears I can buy per release?
  • Why are your releases so limited in quantity?
  • Why is almost everything sold out?
  • When will you have new items available?
  • How do Auctions work?
  • How do I get a Custom Order?
  • Are all your items handmade?
  • Do you use real animal fur?
  • I just bought some ears! Can I buy a matching tail?

How do I buy from you?

There are 4 ways to purchase from Kitty Kitsune.

RELEASES
A limited number of items will be released on this website, ready to buy and ship immediately. We have releases every 1 to 2 months. Releases are based on a theme or colour. Our release sizes are small ranging from only 3 to 30 pairs of ears. 

AUCTIONS
More intricately designed ears and Super Sets (ears, tails & accessory sets) will be placed on auction via Instagram.

CUSTOM ORDERS (Currently Closed)
Have a one-on-one indepth consultation with us to design and create your dream pair of ears.

Custom Order availabilities, Release and Auction previews, dates and time will be announced on Instagram, Facebook, and emailed to subscribers. See the bottom of this page to subscribe to our mailing list. Please turn on post notifications on Instagram to not miss any updates!

CONVENTIONS & MARKETS
Find us at a Convention or Market near you. At the moment we are only doing cons in Melbourne, Australia. We hope to go to Brisbane and Sydney soon!

Our next con is at Sydney SMASH! 16th & 17th July 2022.

Is there a limit on how many ears I can buy per release?

Yes, for the first 24hrs of a release, the maximum number of ears that you can purchase is 1.

After 24hrs from the release time, you may purchase more ears that are available. We will refund the difference in combined shipping.

As our releases are limited in quantity, this limit is to allow more people a chance to buy.

Why are your releases so limited in quantity?

We are a team of 2 handcrafting each piece. A lot of time, care and love is put towards creating each piece to ensure they are at the highest standard of beauty, quality, durability and comfort. 

Why is almost everything sold out?

Our releases tend to sell out quite quickly. To buy a piece, it is recommended to set an alarm for the release time and be ready to buy on the website at the time of release.

When will you have new items available?

We aim to have Website Releases every few weeks. Release dates, times and previews are announced on IG, FB, Twitter and Email a few days prior to the release time.

We highly recommend signing up to our Mailing List. You can sign-up on the bottom of our website. We email every time we reopen customs and have a new release.

Remeber to also add us to your Instagram Favourites and turn on Post Notifications!

 

How do Auctions work?

More intricately designed ears and Super Sets (matching ears, tails & accessory sets) will be placed on auction via Instagram. Previews of the ears and auction information will be shared on our Instagram and Facebook page. When the release is posted to Instagram, the auction will go on for 24 hours. Bidders place bids by commenting their offer under the "BID HERE" comment chain. By bidding, you are committing to pay at the price you offered.

The bidder wins by bidding the buyout price or is the highest bidder at the end of the auction. They will be contacted via Instagram DM and must make full payment within 12 hours. Failure to do so will result in forfeiting the purchase of the item, and it will be offered to the next highest bidder. In the case of a forfeited buyout and the previous bid differs by $100 or more, the item will be reauctioned.

Please read the full Auction Rules outlined in Auction preview posts.

How do I get a Custom Order?

Custom orders are currently closed. Please subscribe to our mailing list to receive an email on when they will become available. Updates will also be shared on our Instagram page.

Are all your items handmade?

All our ears, tails, ear hangers, harness and belts are handcrafted with love and care by us.
Most of our removable accessories and clips are handmade by us. Some accessories that are more intricate are sourced and curated to pair with our ears and tails.

Do you use real animal fur?

No, we never use real fur. We only use faux fur which is made from synthetic fibres.

I just bought some ears! Can I buy a matching tail?

Please Email/DM us after your purchase and we will check if we have available fur to make it!

Ordering & Payment

  • What currency is charged on checkout?
  • What payment methods do you accept?
  • Can I place an order without creating an account?
  • Where is my order confirmation?
  • I just placed more than 1 order. Can I combine shipping?
  • Can I cancel my order?

What currency is charged on checkout?

Upon checking out, you will be charged in Australian Dollars. The exact amount you will be charged will depend on your bank's currency conversion rates plus any fees.

What payment methods do you accept?

We accept payments by PayPal, Afterpay and all major credit cards including MasterCard, Visa and American Express.

Can I place an order without creating an account?

Yes you can. However we highly recommend you create an account before intending to buy so you can checkout and purchase swiftly when a release occurs.

With an account, you can also check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit here and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch here just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

I just placed more than 1 order. Can I combine shipping?

If you have placed more than 1 order and they have not been packed yet, please contact us ASAP and we can check if they can be combined. We will then refund you the difference in the cost of shipping if so.

Can I cancel my order?

Online Orders:
All sales are final. There are no cancellations. Please decide carefully before purchasing. 

Custom Orders:
You may cancel your order any time before we start creating your items.
Refunds will be processed with a $60 AUD cancellation fee if:

  • Your order had an indepth consultation with complex requests, design and sketches or
  • We have already started making your order

 

Instagram Releases:
Once you comment to claim or bid for auction, you agree to buy the item. There are no cancellations.

Shipping & Delivery

  • What countries do you ship to?
  • How much is shipping?
  • Do you offer Express shipping options?
  • Are there cheaper shipping options for Stickers?
  • How do I track my order?
  • When will my order arrive?
  • How is COVID-19 affecting delivery destinations and time?

What countries do you ship to?

We ship worldwide using AustPost Standard and Express parcel services.

Some countries are not currently accepting deliveries due to COVID-19 restrictions.  To check if we can deliver to your location, please check here for international service updates to your country. 

How much is shipping?

Australian orders have a flat rate of $10 for Standard shipping with tracking.

 

International shipping costs are calculated at checkout, based on weight and location. Please refer to the shipping and delivery page here for starting prices by your location.

As an approximate guide, the cost of International Standard shipping for 1 or 2 pairs of ears range from $23 to $36 AUD.

Do you offer Express shipping options?

Yes we do to most regions. Please select the Express shipping option on checkout. Please check here for your location's availability. If your country is not available, please contact us to check if it is possible.

Are there cheaper shipping options for Stickers?

Yes, orders with only Stickers can be shipped using Untracked Letter Services. 

Letter Services is an affordable option however with no tracking. We are not liable and unable to compensate any missing orders sent via this service. Please select this option at your own risk on checkout.

Australia: $2, Up to 4 business days

International: $4, 25+ Business days

How do I track my order?

You will receive your tracking number in the shipping confirmation email. Click the tracking link in this email.

Alternatively you can track your order here: AustPost or DHL

Please choose the postal network provided with your tracking number. 

When will my order arrive?

Orders are processed and dispatched within 1 to 3 business days. Business days do not include weekends or public holidays. Please check here to see estimated delivery times for your location. Once you have your tracking number, you can track it here. 

Please get in touch if your order hasn’t been delivered according to the expected timeframe, and we will check your order status.

 

How is COVID-19 affecting delivery destinations and time?

For COVID-19 updates and postal service delays, please check the below links:

Issues With My Order

  • I received the wrong items. What can I do?
  • Can I return or exchange an item?
  • My order has arrived but it’s not as I expected. What can I do?
  • My order is lost or arrived damaged. What can I do?

I received the wrong items. What can I do?

Please contact us ASAP in the rare event that you received the wrong items. Please email kittykitsuneshop@gmail.com with your order number, photos of the box and items within 1 day of receiving.

We kindly ask for your assistance in returning the parcel to us where we will cover the cost of return tracked postage. Once we receive your proof of postage and return tracking number, we will resend the correct items to you with no additional postage charges.

Can I return or exchange an item?

All sales are final. There are NO RETURNS, NO REFUNDS and NO EXCHANGES.
Please read our full Terms of Service before committing to buy.


Each item is carefully assessed for quality before it is sent out. Our goods are handcrafted with love and care, and may have minor imperfections that will not affect the overall look and wear. This can include slight asymmetry to ears, fur, trimming, painting, small amounts of visible stitching or glue, etc... When purchasing you are agreeing to accept these small human errors.

Colours in photos may differ slightly due to different monitor and screen settings. Request to return an item because the colour does not match your outfit/wig/tail/etc.. will not be accepted. For custom orders, I will do my utmost best to colour match your items when requested but cannot guarantee an exact match.

There are no refunds, returns or exchanges for the above reasons or change of mind.

If there is a problem with your order, please email us a detailed description of the issue with photos within 1 day of receiving for your case to be assessed.

My order has arrived but it’s not as I expected. What can I do?

Please contact us ASAP in the rare event that your order arrives damaged or faulty in craftsmanship. Please email kittykitsuneshop@gmail.com a detailed description of the issue with photos of the parcel, box and items so we can assess the situation and provide appropriate solutions. Enquiries must be made within 1 day of receiving your order. After this time, there are strictly no returns and no refunds. 

My order is lost or arrived damaged. What can I do?

Kitty Kitsune is not liable for lost packages, delays or in-transit damage after it has been handed over to the postal service. If your item is lost or damaged in transit, you may be entitled to compensation by the postal service.

Please let us know ASAP if you experience any of these issues. If your package and goods arrive damaged, please email us with photos of the damaged parcel and items within 1 day of delivery. We will do everything we can to investigate and lodge relevant claims with the postal service. Please note claims may take up to 3 months to process by the postal service. Compensation will only be processed once the parcel has been deemed lost or damaged by the postal service. 

Contact

  • How can I contact you?

How can I contact you?

If you have placed an order, simply reply to your order confirmation email.

 

For general enquiries, you can contact us by

  • Filling out the form here
  • Emailing us at kittykitsuneshop@gmail.com
  • Or DM us via Instagram @kittykitsune_ 

 

Please note we do not provide quotes for custom orders, unless you have claimed a custom slot.

To receive updates on when custom slots become available, please follow our Instagram and subscribe to our mailing list at the bottom of this page.