FAQs

FAQ'S

ORDERS:

HOW CAN I PAY?

We accept Visa, Visa Debit, MasterCard and American Express. We also accept PayPal and prepaid debit cards.

IS IT SAFE TO ORDER ONLINE?

Of course! We are a member of “Verified by Visa” and “Secure by Mastercard,” which provide additional security when using your cards online. We use industry-standard encryption systems for potentially sensitive information, like your name, address and other critically sensitive information like your credit or debit card details. Information passed between your computer and our site can’t be read in the event of someone else intercepting it.

HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?

Once you’ve placed your order, you will be directed to an order confirmation message, which will contain your order details. This information will also be emailed to you, but it could take up to 30 minutes to arrive. Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order has been shipped. If an email does not appear to have been received, please check your spam folder.

CAN I MAKE CHANGES TO MY ORDER?

Unfortunately, once you've placed your order, our warehouse team will have already started processing it (we’re fast)! So we would be unable to make any changes.

CAN I TRACK MY ORDER?

Once you’ve received your shipping email you can check the status of your order anytime. 

CAN I CANCEL MY ORDER?

Unfortunately, once you've placed your order, our warehouse team will have already started processing it (we’re fast)! So we would be unable to make any changes.

WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?

We're sorry to hear that! Hit us up within 28 days of receiving your goods via our Contact Us Page with your order number. Our Customer Care team will get on this, ASAP!

CAN I EXCHANGE AN ITEM?

Unfortunately, we are currently unable to process exchanges. 

SHIPPING:

WHERE DO YOU SHIP TO?

We ship Australia wide.

 

HOW LONG WILL SHIPPING TAKE?

Usually, 2 to 12 business days.

WHAT IF I’M NOT IN WHEN MY PARCEL IS DELIVERED?

The shipping company may leave the parcel with a neighbour, or if there is a safe, secure location at the property they may leave the parcel there. The shipping company will leave a card saying that they have attempted to deliver the parcel, and provide you with details on where the parcel has been shipped to, how to contact them to re-arrange a shipping time or to advise where you can collect your parcel from. 

WILL A SIGNATURE BE NEEDED FOR MY DELIVERY?

If you or a neighbour is home to accept the delivery, then a signature will be required. If nobody is home to receive the parcel, then our carriers may attempt to leave it in a safe location. A card may be left to advise you of this, or to confirm that the parcel has been returned to the local depot. You can then contact the courier to arrange collection or to schedule a new delivery date that is more suitable for you.

CAN I SHIP TO A DIFFERENT ADDRESS THAN MY BILLING ADDRESS?

Of course! You can have your parcel shipped to another address. If you choose to have your parcel delivered to you at work, always make sure you put the name of the company or organisation in the address field, as well as the contact name to ensure your parcel is successfully delivered.

WHAT IF MY PARCEL DOESN’T ARRIVE?

We ask if you could patiently wait up to 5 days after the promised shipping date to receive your parcel in case of a shipping delay, but we will do our best to get your parcel to you as fast as we can. If you have still not received your order after this time, please contact us stating your order number and we will look into this for you.

RETURNS:

• Please refer to our returns policy for further information on how to return your packages.

GENERAL:

DO YOU HAVE A SHOP?

• As we are a dedicated online retailer, we do not have a shop.

CAN I PRE-ORDER AN ITEM?

• Unfortunately, due to the exclusivity and quick turnaround of our stock, you are unable to pre-order anything at the moment.

 

YOU CAN CONTACT US VIA OUR CONTACT US PAGE.