Frequently Asked Questions (FAQ)

Orders

Can I change or cancel my order?

Please contact us as soon as possible after placing your order. We can only change or cancel orders before they are packed or dispatched.

I entered the wrong shipping address. What should I do?

Please contact us immediately. Once an order has been shipped, we may not be able to change the address.

Will I receive an order confirmation?

Yes. You will receive an order confirmation email after your purchase is completed.

My order is missing an item.

Please contact us within 7 days of delivery with your order number and photos of the package received.

Shipping

Where do you ship from?

All orders are shipped from our Melbourne warehouse in Australia.

Do you ship internationally?

Currently we mainly ship within Australia. International shipping is not currently available via our online store.

How long does shipping take?

Most orders are dispatched within 1–3 business days. Delivery times depend on your location and the courier service.

Do you offer free shipping?

Yes. Free Australia-wide shipping is available for eligible orders over the amount shown on our website banner.

Why is my parcel delayed?

Shipping delays may occur during busy periods, holidays or due to courier network issues. Once shipped, delivery timing is controlled by the courier.

My tracking shows delivered but I cannot find my parcel.

Please first check around your property, mailbox, reception area or safe drop location. If still missing, contact the courier and then contact us for assistance.

Capsule Toys / Blind Boxes / Random Items

Are capsule toys and blind boxes random?

Yes. Capsule toys, gacha toys and blind boxes are sold as random surprise items. Styles, colours and characters are randomly packed.

Can I choose a specific style or character?

No. Unless clearly stated on the product page, specific styles cannot be selected.

Can I return or exchange duplicate items?

No. Duplicate items are part of the surprise experience and cannot be refunded or exchanged.

Can I return the item if I do not like the style received?

No. We do not accept returns, refunds or exchanges for unwanted styles, duplicate styles or change of mind.

Are the product photos exactly what I will receive?

Product photos are examples of possible styles. Actual items received may vary for random products.

Returns & Refunds

Do you accept returns?

We do not accept returns for:

  • Change of mind
  • Unwanted styles
  • Duplicate items
  • Opened blind boxes
  • Opened capsules
  • Sale or clearance items

This does not affect your rights under Australian Consumer Law.

What if my item is faulty or damaged?

Please contact us within 7 days of delivery with:

  • Your order number
  • Clear photos of the issue
  • Packaging photos if applicable

We will review the issue and provide a suitable solution according to Australian Consumer Law.

Do I need to pay return shipping costs?

If the return is due to a faulty item or our error, we will assist accordingly. Change-of-mind returns are not accepted.

Products

Are your toys suitable for children?

Please always check the recommended age grading shown on the product packaging or product page.

Do your products meet safety standards?

We aim to supply products that comply with applicable safety requirements and testing standards where required.

Colours and packaging may vary?

Yes. Product colours, packaging artwork and contents may occasionally vary slightly from images shown.

Do you sell official licensed products?

Some products are officially licensed while others are original or generic novelty products. Please refer to the product description for details.

Payments

What payment methods do you accept?

We accept major payment methods available through Shopify checkout, including credit/debit cards and other supported payment providers.

Is my payment information secure?

Yes. Payments are securely processed through Shopify’s encrypted checkout system.

Contact

How can I contact Kenisy?

Please use our Contact Us page or email us directly. We aim to reply within 1–2 business days.

Do you have a physical store?

Currently we mainly operate online and from our Melbourne warehouse. Pickup availability may vary. Please contact us before visiting.