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We understand you may have questions about our products or shopping with us and most of the time, someone else will have the same questions too! So, here are the answers to our frequently asked questions.

FAQ Mobile
General Questions

1. How can I contact you?

Have any questions or concerns? We are here to help. Click here to get in touch, or email us at

2. Can I checkout as a guest, or do I have create an account to purchase an item?

For your convenience, you can choose to checkout either as a guest, login with your existing account or create a new account. It is entirely up to you.

3. I have completed an order. Can I add additional items to be order?

We understand that sometimes you might want to add additional items to your order, however once and order is submitted we are unable to change it. If you would like to purchase more items, we recommend placing a separate order.

4. I am having troubles placing an order. What can I do?

We’re sorry to hear that. We recommend trying the following tips:

  • Clear your cache and any cookies from your browser.

  • Log in/out of your account again.

  • Try a different web browser.

  • Ensure that your browser has been updated to latest version.


If you are still experiencing any issues, please don’t hesitate to contact us, click here to get started, and we’ll try our best to assist you.

5. I have a coupon or promotion code. How do I apply that to my order?

You can apply a coupon or promotion code in the My Cart screen. Click on “Enter a Promo Code”, under the items in your cart. Enter the valid coupon or promotion code and click “Apply”. The coupon or promotion code has been applied to your order. It’s a simple as that!

6. What is the minimum order amount?

We have no minimum order size for delivery.

7. Do you sell to wholesale? Can I place a wholesale order on this website?

We do not provide wholesale purchasing for businesses, distributors, suppliers, and retail on this website, please contact our Sales Team on 03 9376 5000 and our friendly team will be able to assist you. We do offer wholesale prices and quantities direct to the public, for further information on Direct to Public Wholesale click here.

8. Do you restock items that are sold out?

Yes, we will restock most items once we have stock available. Some products maybe be available online in limited quantities for a promotional period. In this case, we will remove them from out catalogue when they are completely sold out. You can also opt in to be notified when items come back in stock by clicking “Notify when Available” button on the product page.

9. How can I provide feedback to Kansom Australia?

We’d love to hear from you and see how we can improve your experience Please visit our Contact Us page or click here and let us know your thoughts.

10. Do you offer gift wrapping services?

Yes, we do offer gift wrapping services for our products (some exclusions) apply. Please visit our Gift Wrapping page for more information.

General Questions
Shipping & Delivery

1. Where in Australia do you ship?

Kansom Australia is able to ship all our products all around Australia!

2. Do you ship internationally outside of Australia?

Due to import/export restrictions Kansom Australia Online Store currently only delivers within Australia.

3. Can I update my delivery address after I placed an order?

If you need to change your delivery address after you have placed an order, please contact us via our Contact Us page or email us at If we are able to receive your request before your order has been dispatched, we can amend the delivery address to as per your request. If your order has already been dispatched before contacting us, we will let you know which address it has been dispatched to.

4. Can you offer a specific day for when delivery will be made?

Unfortunately, we are unable to guarantee a specific delivery date for orders. Our orders will be handled by Australia Post. Each order will be provided with a tracking number, so that you can track the progress of your order as it gets closer to you!

5. How much is the delivery fee?

We charge a flat rate of $10 per order on all orders, all around Australia. All orders over $100 are delivered FREE.

6. I ordered multiple items. Are they dispatched together, or in separate packages?

We will try our best to ship your order together in one parcel where it is safe and secure to do so. If we need to split your order into multiple shipments, you will receive separate shipping notifications which will inform you which items have been shipped in which parcel.

7. How quickly will my order be dispatched?

You order will be dispatched from Kansom Australia within 2 business days of the order being placed. A dispatch email will be sent at the time of the dispatch to notify you.


In the unlikely event that any items(s) in an order are subjected to unexpected delays you will be contacted via email or by telephone to advise you of any changes to your order. At this time, you can either wait until the items are back in stock or cancel the items from your order.

8. Can I pickup my order from your store or warehouse?

We do not currently offer Click and Collect from our warehouse.

9. How do I track my order?

If you are a Kansom Australia online member, you can get an update on your order in your My Account. Simply click on “My Orders” and open the relevant order.


If you are not a member, it’s still easy to find your order progress information.


Once you order has been dispatched, you will receive an email confirmation from us. This email will contain a tracking number.

Shipping & Delivery
Gift Cards

1. How long are Gift Cards (including eGift Cards) valid for?

Our Gift Cards (including eGift Cards) are valid for 3 years (36 months) from date of issue.


2. What products can our Gifts Cards (including eGift Cards) be used to purchased?

Our Gift Cards (including eGift Cards) can be used to purchase any product available on If purchasing alcohol products, you must also comply with Liquor Purchasing Terms & Conditions when using a Gift Card.

3. Gift Cards (including eGift Cards) refundable?

Unfortunately, we are not able to offer refunds for our Gift Cards (including eGift Card) once purchased.

4. Can you resend my Gift Card (including eGift Card) is my gift card is lost or stolen?

Treat your Gift Card like cash, lost or stolen Gift Cards (including eGift Card) will not be replaced or refunded.

5. Can I buy Gift Cards (including eGift Cards) with other products?

Unfortunately, you will not be able to purchase a Gift Card (including eGift Cards) in the one transaction. If you wish to purchase both a Gift Card and other products, you will need to purchase the Gift Card in a separate order from the other products.

6. How long will it take for my Gift Card (including eGift Card) to be activated?

Gift Cards (including eGift Cards) are usually activated once issued. However they may take up to 24 hours to activate. There may be a delay with the Gift Card activating in the system once loaded. During this delay, the Gift Card cannot be used for any purchases.

Gift Cards FAQ
Returns & Refunds

1. Can I cancel my order?

We are here to help. If you are not satisfied with your purchase, and would like to return it, you have 30 calendar days to return an item from the date you received it. Please visit our Refund Policy page for the terms and conditions on Refunds.


Please note, we are unable to offer refunds if you have changed your mind on the product. We are unable to offer refunds for Hampers and Gift Cards (including eGift Cards) except where products are faulty or damaged.


2. What proof of purchase do I need to return the order?

You will need to provide a proof of purchase in the form of your order invoice which will provide the full order details.

3. What do I do if I receive a faulty product?

Click here to contact us, and our team will be ready to assist you with a replacement. Please have photos of faulty product, and proof of purchase ready for when get in touch with you.

4. What do I do if I receive the wrong product or missing an item from my order?

Click here to contact us, and our team will be ready to assist you with sorting this out for you as quickly as possible. Please have photos of the incorrect product or missing product, and proof of purchase ready for when we get in touch with you.

5. I purchased a Kansom product at one of Kansom Australia’s stockists. Can I return or refund the product here?

Unfortunately we cannot accept returns or refunds for products not purchased on the Kansom Australia Online Store ( Please contact and speak to the store where you purchased the item from.

6. How long will it take for me to receive a refund?

Please allow 3-5 business days for the refund to be processed on your credit card, depending on your card providers processing time.

Returns & Refunds

1. Can I place an order over the telephone?

We only process orders through our website, ensuring that we can process your orders as quickly as possible and ensure that your details are kept secure throughout the ordering process.

2. Which payment options are available?

Kansom Australia uses industry standard SSL (Secure Socket Layer) and encryption technology to ensure any sensitive information passing over the internet during transactions is secure. Payments are accepted via credit card, either with VISA or Mastercard. We also accept payments made via PayPal.

Understanding Our Products

1. How can I find more detailed information about your products?

Please visit and for more information regarding our product range.

2. How can I find the expiry date on my items?

All our products will be date marked. Please see below for summary of how to read and understand date marking across all our products:


The date marking of our Canned products can be found printed on the top of the can lid. The Best Before date will be written in YYYYMMDD format.



The date marking of our Jar products can be found printed on the glass at the bottom of the jar. Alternatively, the date may be printed on the label. The Production Date “PD” and Best Before “BB” date will be stated in YYYYMMDD format.



The date marking of out Pouch products can be found on sticker applied to the package. The Production Date will be stated in DDMMYY format.

3. I am interested in your Canned Abalone or Pouch Abalone products. Do these products need to be cooked?

No. Our products are all ready to eat, cooked to perfection for your convenience. You do not need to cook our products. Our products can be eaten cold, or if you prefer you can heat the Abalone in the microwave to serve warm. Please refer to individual product use instructions on the product for more information.


Please note, extra cooking will cause loss of flavour, loss of eight, loss of texture, and loss of nutrition.

4. Can you pack my order with no labels?

We are unable to sell our products without a label applied to the package.

Understanding Our Products
My Account

1. How can I change my password?

To reset your password simply log out of your account. In the login screen click on the link at the bottom of the account login screen to reset your password.

2. I have forgotten my password. How can I login?

Forgotten your password, no problem. Click the link at the bottom of the account login screen. An email will be sent to you with a link to create a new password.

3. How do I update my details?

To update your personal details, simply login to your account and go the “My Account” page. You will be able to edit your First Name, Last Name, Email Address and Contact Number here. To update your addresses, click on the “My Addresses” left hand menu.

4. How do I update my email address?

Once you have created your account the email address cannot be changed. You can however update the email address that will be used to contact you (for example, where your order invoice and shipping information is sent to). Whilst you will still need to login to your account with the original email address, all the information will be sent to your new email address. To do so, simply login to your account and go the “My Account” page.

5. How is my information stored?

Please to visit our Privacy Policy for more information.

6.How do I close my account?

Please click here to contact us to close your account.


7. How do I save my credit card details for future orders?

Currently the ability to save credit card information in the My Account section has currently be disabled. We apologise for any inconvenience.

My Account
Coupons & Promotions

1. I have a coupon or promotion code. How do I apply to my order?

You can apply a coupon or promotion code in the My Cart screen. Click on “Enter a Promo Code”, under the items in your cart. Enter the valid coupon or promotion code and click “Apply”. The coupon or promotion code has been applied to your order. It’s a simple as that!

2. Can I apply multiple coupons to the one order?

There is a limit of only one coupon per customer can be applied per order/transaction.

3. Are there any coupons or promotions at the moment?

We currently do not have any discount coupon codes at the moment. For the latest promotions, please see our "On Sale" page.

Coupons & Promotions

Question wasn't answered? Have any issues or concerns? That's okay, we are here to help. Please use our Contact Us page to get in touch.

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