Do you have a question?
Put your mind at ease with answers to some of your burning questions. If you cannot find the answer you are looking for, get in touch with us – we would love to help!
What is the best way to ask questions and speak with Customer Service?
You can get in touch with us via firstname.lastname@example.org our Contact Us page.
How do I know you’ve received my order?
When you confirm your order you should receive a confirmation email to the email address you supplied with your order (it may be an idea to check your spam/junk folder). If you didn’t receive this email for some reason you can get in touch with us via email@example.com or our Contact Us page.
What happens if my payment is declined?
If your payment is unsuccessful for any reason, you’ll see a declined message displayed on the final checkout page. We suggest that you return to the checkout page to make sure all the details you entered are correct before trying to re-submit your order. You’ll be able to update your payment options with a different method if necessary.
If you continue to have problems, you can always contact us via firstname.lastname@example.org
Oh dear, I just ordered the wrong thing! Can I cancel my order once I’ve received confirmation?
It’s best to get in touch with our customer service team right away via email@example.com or our Contact Us page. If the order is yet to be dispatched, we’ll do what we can to make sure you get the products you want. Unfortunately if we’ve already sent the order, you will need to post it back to us, but we’re more than happy to refund the cost of the product provided it’s undamaged and resalable. Note the cost of postage is covered by the customer.
What do you do with all the details I supply about myself?
Do you gift wrap orders?
We don’t currently offer a gift wrapping service but it’s on it’s way.
How do I know my order has been dispatched and how do I track my parcel?
You will receive a confirmation email with a tracking number to check your delivery status at any time
What happens if I miss my delivery?
Our Courier Service (Couriers Please) will redeliver to the original address: We’ll happily re-deliver your parcel to the original address free of charge. You can do this on the Couriers Please Redelivery Request page.
Redirect to a new address: your parcel to be delivered to a new address for $12.50*. You can do this on the Redelivery Request page.
Depot pick up: You’re able to pick up your parcel directly from the depot, just make sure to contact us before you arrive to make sure your parcel’s there.
Couriers Please also have an extensive rang of pickup and drop off locations through our delivery partner Hubbed.
If the order has not yet been dispatched, we will do everything we can do change your delivery address. Please get in touch with our customer service team firstname.lastname@example.org
Can I get international delivery?
We do not currently offer international delivery. Please contact us directly if you would like to place an order.
Why can’t I order next day delivery to my location?
All Orders are despatched using Couriers Please Delivery Service which is not a guaranteed next day service, however most capital cities and metro areas will generally deliver within 24-48hrs after dispatch.
Delivery times are:
2 – 4 business days for delivery to: NSW, VIC, ACT
4 – 7 business days for delivery to: SA, WA, NT, QLD, TAS
What happens if my orders arrive damaged or I received the wrong product?
No need to worry. Just get in touch with our customer service team via email@example.com and we’ll arrange for a replacement to be sent out to you as soon as possible. We will need images of the damaged product.
What happens if I don’t want my product or have changed my mind?
We want our customers to always be happy with their purchase. If you change your mind, simply contact us via firstname.lastname@example.org and when we receive your products in a saleable condition will refund or exchange to the purchase price of the product. Note that the cost of postage is the customer’s responsibility.