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Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ)
“You have a question? Below you will find the answers to the most common inquiries. If you do not find what you are looking for, feel free to contact us at the email address  info@bykylie.dk”

Shipping and Delivery

  1. What is your shipping policy?

We offer free shipping within Australia for any order placed with us, with each item packaged and handled carefully to ensure fast and secure delivery.

  1. Do you deliver to pickup points or parcel lockers?

For the moment, we can only ship to the delivery address specified during checkout. Delivery to pickup points or automatic lockers is not an available option at this time.

  1. What are your delivery times?

Orders placed Monday through Friday before 6 p.m. (GMT+10) are processed and shipped within 1 to 2 business days.

The delivery time after shipment is on average 5 to 7 business days. Deliveries take place only from Monday to Friday. During peak periods (for example during promotions or public holidays), delays may occur.

Total time: 6 to 9 business days

  1. How can I track my order?

Once your purchase has been shipped, a confirmation email containing a tracking number will be sent to you. This number will allow you to track the progress of your order on our dedicated order tracking page.

  1. Which delivery partners do you work with?

We work with trusted carriers in Australia, including Australia Post and DHL, to ensure safe and reliable delivery of all orders.

  1. What should I do if my parcel has not arrived or has been lost?

If your order does not reach you within the expected delivery time, we invite you to first check the tracking information included in your shipping confirmation email. If no update is available, please contact us by email at  info@bykylie.dk. In the event of a confirmed loss of your parcel, we will resend your purchase or issue a full refund according to your preference.

  1. What should I do if my item arrives damaged or broken?

We are sorry to hear about this unpleasant situation. If the product you received is damaged, please contact us by email within 7 days of receiving your parcel. Please provide your order number along with photos of the damaged item and its packaging. We will do everything we can to offer you a replacement or a refund quickly.

Refunds and Returns

  1. How can I return an item?

If you are not fully satisfied with your purchase, please send an email to  info@bykylie.dk within 30 days of receiving your order to request a potential refund. The products must be unused and in their original condition with all tags and original packaging included. The refund will be issued after the returned item is received and inspected by us.

  1. How long does it take to process a refund?

Refunds are generally processed within 7 business days after receiving and inspecting the returned item. You will receive a confirmation email as soon as the refund is processed.

  1. Who covers the return shipping costs?

If you are returning a product due to damage, an error it presents, or if it is defective upon receipt, we will cover the costs related to the return of the damaged product. For other returns (for example if you change your mind), the return-related costs will be your responsibility. We also kindly ask you to contact customer service at  info@bykylie.dk before returning any product so that we can assist you effectively in this process.

Privacy

  1. How do you protect my privacy?

We take your privacy very seriously. All transactions and personal data are protected by SSL encryption, and we never store your credit card information. Your data is never shared with third parties without your consent.

  1. Will my data be shared with third parties?

We do not sell or share your personal information with third parties in any way; this data is used solely for order processing and customer support. For more information on this matter, please consult our Privacy Policy.

Payments

  1. Which payment methods do you accept?

We accept the following payment methods:

Credit card (Amex, Mastercard, Visa)
Apple Pay
Google Pay
Paypal

  1. In which currency are payments processed?

All transactions are made in Australian dollars (AUD). If you are purchasing from abroad and paying with your bank card, it is possible that your bank may apply conversion fees or use its own exchange rates.

  1. Are my payments secure?

Yes, the security of your payments is our top priority. All transactions are protected by SSL (Secure Socket Layer) protocol to ensure the safety of your information.

  1. How do I know if my payment has gone through?

Once the payment has been completed, you will receive an order confirmation email. If you do not see it, check your spam folder or send an email to  info@bykylie.dk.

  1. What should I do if my payment is declined?

Please check your card details, your billing address, and the available balance. If the problem persists, please contact your bank or card provider. You may also contact us at  info@bykylie.dk for assistance.

Contact Details
Do you have any questions or simply wish to speak with us? Do not hesitate to contact us via:


Contact information

Company: By Kylie
Adress: Tagensvej 222, 2200 København, Danmark
Email:  info@bykylie.dk
Phone: +4571642989

Customer Service Opening Hours:

Monday to Friday: 9:00 AM – 5:00 PM (GMT+10 Australia)

We aim to respond to all enquiries within 1–2 business days.

MEET OUR TEAM

Our story began in Denmark, where Freja, Nanna, and Malik discovered a shared love for light and Scandinavian design. We learned how effective well-designed lighting can be in creating warmth and comfort at home from our long, dark days growing up.

It seemed ideal to share this in Australia. Our lamps complement the open lifestyle and emphasis on peaceful, roomy living. That’s why we sell our collection online in Australia — Danish design, clean and timeless, delivered directly to homes.

FREJA - THE SOUL

Freja adds perspective and warmth to everything we do. She has a profound awareness of how light affects a house and its occupants because of her many years of life experience and innate sense of harmony. She feels that a lamp is a source of peace and comfort rather than just an item.


According to Freja, creating environments where people genuinely feel comfortable is more important than following trends when it comes to lighting.

MALIK - THE CREATOR

Malik brings energy and vision to the brand. At 35, his creative background and sharp design instinct drive the look and feel of every lamp we offer. He's always experimenting with new shapes, materials, and ways to combine atmosphere and function.


For Malik, lighting is an expression — of identity, culture, and modern living.

NANNA - THE CONNECTOR

Nanna gives the brand a human touch. Her strengths at thirty are storytelling, communication, and genuinely understanding people. She ensures the brand feels warm, approachable, and connected — from every message to every shared idea.


For Nanna, lighting isn’t just about illumination — it’s about connection, mood, and making people feel at home.