Frequently asked questions

 

Orders

I accidentally entered the wrong shipping address, can this be changed?

Please contact us immediately with your correct address. If your order has not been shipped yet, we may be able to amend your shipping label. Unfortunately, if your order has already been dispatched we are unable to make this change for you.

Can I add, change or remove an item from my order?

Please contact us as soon as possible. Our team work swiftly to pack and ship orders, so unfortunately, if your order has already been dispatched, we cannot make any changes to it.

How can I cancel my order?

If your order has not been dispatched, contact us with your order number so that we can cancel it and process a refund.

Please keep in mind that refunds have a processing time of 3-5 business days depending on your financial institution. Afterpay refunds will be reflected immediately in your Afterpay payment schedule.

Our team work swiftly to pack and ship orders, so unfortunately, if your order has already been dispatched, we cannot cancel it but you are welcome to return your item/s within 100 days as long as it's unopened and unused.

Where is my order confirmation?

After you have successfully placed an order online, you will receive an email containing the details of your order. If you have not received this email, please check your junk mail or contact us.

I received the wrong item. What should I do?

Sorry about that! Our team works hard to ensure your order is packed and shipped efficiently, and on the rare occasion we may slip up. Please contact us as soon as possible so that we can rectify this.

I received a faulty item. What should I do?

Sorry about that! Please refer to Returns for further information.

 

Payments

What payment methods do you accept?

We accept: VISA, Mastercard, American Express, PayPal, Afterpay and eGift vouchers.

Note: Physical store gift cards cannot be used to make purchases online.

What currency are your prices in?

All of the prices on our website are listed in Australian dollars (AUD).

Is it safe to shop with my credit or debit card on your website?

Yes, it is. Your security is a priority for us, and as such we have taken all reasonable measures to ensure your personal information is secure when interacting with our website.

The website is protected by SHA-256 with RSA Encryption and a firewall. To verify that you are on a secure page, look for a padlock icon in your browser's address bar. You can click on the padlock to check if the SSL certificate is valid.

Credit and debit card payments are processed via a reputable, secure payment gateway (Stripe) and are not stored on our server. Card details are protected using PCI DSS v3.2 security standards.

 

 

Delivery

When will I receive my order?

Please refer to the Shipping page for more information.

I haven't received my order yet. What should I do?

Please check your tracking information in the shipping confirmation email sent to you.

Please note: most of our articles are sent with authority to leave, therefore, the courier will leave your parcel in a safe place within your property. Check near your mailbox, front door, behind bins etc.  If it cannot be located, please check with other tenants or with reception and other staff if sent to a business address.

If you still have trouble locating your parcel and the estimated delivery time frame has been exceeded, please contact us so that we can investigate for you.

Why is my parcel being returned to you?

Parcels that are incorrectly addressed or are unclaimed at the post office after a fixed timeframe will be returned to our warehouse. Once we have received the parcel, we will attempt to get in touch with you to organise redelivery.

Do you ship internationally?

Yes, we do, to some countries. Please visit the Shipping page for more information.

Do you ship to PO Boxes, Parcel Lockers or military addresses?

Yes, we do. Orders to PO Boxes will ship via Australia Post.