FAQs

 

Can I change or update my online order?

We work to get your order to you as quickly as possible, so once your order is placed we aren't able to make any changes to the details of the order.

We also cannot change the items in your order once it is placed, but if you Email to us right away, we may see whether there is still time to cancel the order and to allow you to place the order again with the correct details.

How can I track my order?

Use the tracking information provided in your shipping confirmation email:

  • Once your items have been sent, you’ll receive a shipping confirmation email containing a tracking ID number and link.

  • Hold tight - the tracking ID number may take up to 1 business day to become active.

  • Missing your shipping confirmation email? Be sure to check your junk/spam email folder.

How much does delivery cost?

  • Australia Wide Express Delivery $15 AUD. (up to 4 business days)

  • Goods are delivered by Australia post shipping services.

  • Delivery can take up to 3-10 business days depending on location within Australia, once the order has been shipped. (Excluding weekends and public holidays).

  • Allow an extra day or two for delivery during peak trading periods, such as sale events and Christmas.

  • Please check your address has been entered correctly as we're not able to change the shipping address once your parcel is already in transit. We will not be held responsible for any parcels delivered to the address entered on your order.

  • Please note, we do not cover or replace any orders that are lost in transit.

Do you offer international shipping?

Yes, Due to the Covid-19 pandemic, we only offer international Express shipping with $43 postage. It’s quicker, safe and secure your parcel in transit. Goods are delivered by Australia post shipping services.

My order hasn't arrived yet, what should I do?

If your order hasn't yet arrived the first step would be to check the tracking details for your order. If this doesn't seem to be moving and it's past your expected delivery date, please don't be concerned as Auspost are experiencing some delays at the moment. You can read more about this at https://auspost.com.au/about-us/news-media/important-updates/coronavirus. 

You can also lodge a request with them directly via your parcels tracking page.

Before investigating, Australia Post require a delivery to be delayed for 3 business days past their stated delivery times. These are available on the Auspost website.

What is Your Returns Policy?

I accept Returns if there is a major problem (damaged/faulty/wrong)

with a product :

  • You return the item/s within 7 days from the date you received;

  • You produce either your original Order Confirmation or other adequate proof of purchase;

  • The item is in re-saleable condition, meaning that:

    - It is in its original packaging,

    - It is unused, unassembled and in its original condition; and

    - the original plastic wrapping or seal sticker securing the product closed, is intact

I just got my order and something is damaged/faulty/wrong. What do I do?

please use our Contact us form to submit an application for a refund.

  • Please upload a clear image of the damaged/faulty/wrong item and make sure you tell us your order number and the item Name.

  • Our Customer Service team will review your refund application. Please allow 2 business days for a response from our Customer Service team confirming your refund and next steps.

How to Send in Your Return with Australia Post?

  • Create your Return Post Label via Australia Post Returns. You must provide your order number (found on your order confirmation email), reason for returning your item(s), and your details. You will be charged a standard fee of $10.6 to return your items.

  • Once you have created your Return Post Label, take note of your return reference number. An email will also be sent to you with this information. This number can be used to track your return via Australia Post.

  • Pack all items you wish to return in a satchel, or reuse the original packaging if suitable, and secure the returns label to the outside of the package. Remember to remove any old postage labels if reusing the original packaging.