Can’t reach Kmart support? We’ll help you get through.
Kmart customer support overview
Kmart Australia offers affordable products and a support system designed to help you when things don’t go to plan. Whether you’re chasing a refund, fixing a delivery problem, or returning a gift, Kmart makes help accessible across multiple channels:
- 24/7 AI-assisted live chat
- Phone support via a national customer care line
- Email/web enquiry forms
- In-store customer service desks at every location
Kmart consistently ranks among Australia’s most trusted retailers, and while support can have its hiccups (especially online), most customers find their issues resolved when they follow the right steps. With over 200 stores nationwide, help is never far away.
Common Kmart customer issues and complaints
Here are the most common support complaints Kmart receives—based on forums, reviews, and customer reports:
- 📦 Cancelled Online Orders: Items marked "in stock" sometimes get cancelled after checkout due to sourcing issues.
- 🚚 Late or Missing Deliveries: Delays with third-party couriers are a common pain point, especially during peak periods.
- 🔁 Returns Without Receipts Refused: Since Aug 2024, proof of purchase is required for all returns. No exceptions.
- 🧾 Refund or Billing Frustrations: Problems processing refunds or errors in payment charges occasionally occur.
- 🤖 Chatbot Fatigue: Some customers say the 24/7 live chat system can loop or struggle to reach a human agent.
Kmart does address these complaints, but being prepared (with your receipt, order number, or photos) can mean the difference between delays and a quick fix.
How to contact Kmart customer support
Here’s how to get help from Kmart, step by step:
💬 24/7 Live Chat:
Head to Kmart’s Contact Page and click "Chat with us." Start with the AI assistant; for complex issues, you can request a human agent (available during business hours).
📞 Phone Support:
Call 1800 124 125 (Mon–Fri, 7am–6pm AEST) for any issue, from online orders to in-store queries. Wait times can spike during sales or holidays, but phone support is best for urgent problems.
📝 Online Enquiry Form (Email):
Use the Kmart Enquiry Form for non-urgent issues. Include receipts, product photos, or detailed concerns. Expect a reply via email within 1–2 business days.
🏪 In-Store Support:
For fast refunds, exchanges, or warranty help, visit your local store with the product and your proof of purchase. Kmart allows online returns in-store, too—no need to ship items back.
🔍 Tip: Keep your receipt or a screenshot of your order confirmation—it’s now required for all returns.
Kmart key customer policies: refunds, returns, cancellations and more
🔁 Refunds & Returns:
- 60-day returns for change of mind (365 days for OnePass members)
- Proof of purchase required for all returns
- Product must be in re-saleable condition
- Faulty items can be returned/refunded under Australian Consumer Law, even beyond 60 days
❌ Order Cancellations:
- Kmart does not allow cancellations once an order is placed
- For Click & Collect, you may be able to cancel via phone/chat before pickup
- If Kmart cancels your item, you’ll be automatically refunded, including delivery fees if the majority of your order is unfulfilled
🏷 Price Match Guarantee:
- Bring proof of a lower advertised price in another Australian store
- Kmart will match it in-store only—not online
- Some exclusions apply (no match on clearance, online-only, or % off deals)
🛠 Warranty & Repairs:
- Most Kmart products come with a 12-month warranty
- White goods have a 2-year warranty with in-home service
- Refunds or replacements are available for faulty items—just bring the receipt
🚚 Shipping & Delivery:
- Standard Delivery: 3–5 days metro, 7–10 days regional
- Express Delivery: Same/next-day in select areas (fees apply)
- Click & Collect: Free and fast—same-day pickup if ordered by midday
- Multiple shipments are common; tracking is provided via email
- Delivery fees are refunded if Kmart cancels most of your order
Real Kmart complaints submitted through Ajust
I tried contacting Kmart after receiving a broken candle in my order. I cut my finger trying to unwrap it, but their chatbot froze and no one answered my call. I just wanted to speak to a real person and sort it out. - Vicki
After being wrongly charged for a home delivery I never received, I contacted Kmart multiple times. All I got was automated replies. No one seemed willing to take responsibility. - Danielle
Kmart sent me the wrong item, and trying to reach someone about it was impossible. I emailed, called, even messaged on socials-nothing. It felt like they just didn’t care. - Megan
I contacted Kmart about a faulty bike I received as a gift. Even after providing all the info they asked for, I got no follow-up-just silence. I shouldn’t have to chase them to get a response. - Nathan
Recent customer experiences with Kmart customer service
✅ Quick In-Store Exchange: A shopper returned a faulty appliance with her receipt. The store processed an exchange immediately: “I walked out with a replacement in minutes.”
🧾 Gift Return Denied: A customer tried to exchange a gifted clothing item post-Christmas but didn’t have a receipt. Kmart declined the return due to a strict new policy. Tip: Always ask for a gift receipt and keep it.
⏳ Holiday Delivery Delay: A Christmas order didn’t arrive on time. After multiple calls, the customer reordered items via Click & Collect. He refused the late delivery when it showed up and Kmart processed the refund. Lesson: don’t wait, use store pickup when delivery stalls.
Official Kmart Customer Service Links & Contact Information
- 📞 Phone: 1800 124 125 (Mon–Fri, 7am–6pm AEST)
- 💬 Live Chat: Chat now (24/7 AI assistant, human during hours)
- 📝 Contact Form: Kmart Enquiry Form
- 📚 Help Centre/FAQs: Kmart Help Centre
- 📦 Track My Order: Track Online Orders
- 📄 Returns Policy: Kmart Returns
- 🏷 Price Match Info: Price Match Policy
- 📣 Feedback or Complaint: Use enquiry form or call the support line
- 📍 Visit a Store: Store Locator
Kmart Contact FAQs
What should I do if my Kmart online order is cancelled or missing items?
If your Kmart order is cancelled or arrives incomplete, you'll get an automatic refund for missing items. Delivery fees are refunded if most of the order is affected. To avoid delays, contact support via live chat or phone with your order number handy. For faster fixes, try Click & Collect instead of home delivery, especially during busy periods.
Can I return a Kmart item without a receipt?
No, Kmart requires proof of purchase for all returns as of August 2024. Without a receipt or digital confirmation, returns-even for gifts-are declined. Always ask for a gift receipt or save digital copies of your order. Having these ready speeds up store returns and avoids disappointment at the counter.
What’s the fastest way to get help from Kmart customer service?
Use the 24/7 live chat for quick responses-ask for a human during business hours if the chatbot stalls. For urgent issues, phone support is best, though wait times spike during sales. If it’s non-urgent, the enquiry form or in-store visits work well. Keep your order number or receipt ready to speed things up.
What are Kmart’s refund and return rules for faulty items?
Faulty items can be refunded or replaced under Australian Consumer Law-even after 60 days. Bring your receipt to any Kmart store for resolution. If you're out of warranty but still eligible, staff can escalate your case. You don’t need to return online purchases by mail-store drop-off is allowed and often faster.
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