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Frequently Asked Questions

Account

How do I create an account?

  • Simply click on the register/login link at the top right of your screen next to your cart. You can create an account by continuing with Facebook or Google, or by entering your email.

Products

I can’t find the item I’m looking for, is it still available?

  • If you can’t find an item you’re looking for with us online please also check out our stockists for availability. If you are still having difficulty sourcing an item, it is possible this may have been discontinued.
    If a significant time has passed since discontinuation and it is unlikely stockists have remaining availability, another great option is to keep an eye out online on sites such as Gumtree or eBay. We recommend searching the collection and brand name (eg: “vinoteca krosno”) for the most inclusive results.

I would like to see a product in person, do you have a store or showroom I can visit?

  • Krosno is available to purchase online but does not have a retail store or showroom of our own. We are stocked Australia-wide in many great stockists a full list can be found here.

Orders & Payment

How do I add, remove, or make changes to my order?

  • As we aim to process and pack your order as quickly as possible, unfortunately changes are unable to be made once the order has been received by us.
    If the order has not been dispatched from our warehouse, we are able to cancel the entire order and provide an online store credit to place a new order with the desired items.

Can you please supply me with an Australian Tax Invoice?

  • Your order confirmation also serves as a valid Australian Tax Invoice. If you have lost your invoice, or require more information, please contact us.

Which payment methods are accepted?

  • The Krosno online store accepts Visa, MasterCard, American Express, and PayPal.

Is it safe to make card payments with you online?

  • The Krosno website uses SSL Encryption and all payments made on the Krosno website are processed by the eWay Payment Gateway which is highly reliable and secure.

Shipping & Delivery

Where do you ship to?

  • We currently offer shipping to all Australian addresses.

How much does delivery cost?

  • We offer free standard delivery Australia-wide on orders over $100, and a $10 flat rate on all other orders.

When will my order be dispatched?

  • Due to the ongoing global situation around COVID-19, your order from Krosno online may take longer than usual. At present we are aiming to dispatch all orders within 3 business days. Please continue to check your tracking details with our carriers for updates on delivery times as they are experiencing delays. We appreciate your patience in this period and thank you for your continued support.

How long will my order take to arrive?

  • Due to the ongoing global situation around COVID-19, your order from Krosno online may take longer than usual. We appreciate your patience in this period and thank you for your continued support.

    Dispatch: 1-3 business days during non-holiday periods. 3-5 business days during holiday periods.
    Standard Shipping after dispatch from warehouse: Melbourne: 2 business days
    Sydney, Brisbane, Hobart, Canberra: 3-4 business days
    Perth, Darwin: 5-6 business days

How do I track my order?

  • Once your order has been received by the carrier, you will receive your tracking information to either the email or mobile entered when you placed the order. If you have not received this, please contact us for further assistance.

Can I pick up my order from the warehouse or a retail store instead?

  • No, at this stage we are not able to accommodate customer pickups from our warehouse, or through our stockists.

How do I change my delivery address?

  • Please contact us as soon as possible with any change of address requests. If your parcel is already on it’s way, you will need to ‘redirect’ your parcel to the preferred address by accessing your Australia Post tracking information online and following the prompts.

Can my order be delivered to a PO Box?

  • Yes! All deliveries are sent via Australia Post eParcel and can easily be delivered to PO Boxes.

Does someone need to be home to accept the delivery?

  • Yes, someone will need to be available to sign on delivery. If someone is not available, a ‘missed delivery notice’ will be left with information on how to collect from your local Post Office. If left uncollected for 10 business days, the parcel will be returned to sender.
    For your convenience, we recommend having your order sent to your work address if being at home during business hours is not an option.

Why has only part of my order has arrived?

  • Please be aware your order may be arriving in more than one parcel, you can check how many individual parcels are in your delivery through your Australia Post tracking information. If you are missing an item in your delivery, please contact us with your order number and details for further assistance.

Returns & Exchanges

How do I return an item?

  • If you change your mind about a purchase with us online, you may return the product within 30 days from the date of purchase. Please submit a Returns Request, we will be in touch shortly. We can offer a full refund, excluding initial and return delivery fees, or an online store credit for use at krosno.com.au

How do I exchange an item?

  • If you change your mind about a purchase with us online and would like to exchange it for another item, you may return the product within 30 days from the date of purchase. Please submit a Returns Request here, we will be in touch shortly. We can offer a full refund, excluding initial and return delivery fees, or an online store credit for use at krosno.com.au

An item in my order arrived damaged, what do I do?

  • Please submit a Return Request, attach an image of your damaged item(s), and select replacement. Once viewed, we will be in touch.

Can I return or exchange my items at a stockist instead?

  • Unfortunately not, no. Please communicate with the place of purchase for any exchanges.

When and how will I be refunded?

  • Once the returned items have been received by our warehouse team, a refund will be applied to your original payment method and you will notified. Please allow up to 3 business days for this to show up in your account.

How does an online store credit work?

  • Once the returned items have been received, we will issue you a promotion code to the value of your returned item(s) by email. You can enter this as ‘promotion code’ during checkout at krosno.com.au to receive your credited amount off your next order!