FREQUENTLY ASKED QUESTIONS
We understand you may have some questions about our products and processes shopping with us.
Here are some answers to our frequently asked questions. If you can’t find an answer to your question please contact our team between 10am – 4pm AEST Monday to Friday at firstname.lastname@example.org.
Although we aim to respond to each enquiry as soon as possible, please allow 2-3 business days for one of our team members to get back to you. Our office hours are 10am – 4pm AEST, Monday – Friday.
SHOPPING WITH US
Reactivating my account:
we have recently relaunched our website and you may need to reactivate your account before you can log in to the site. Please go to our Account Registration page or look for an email from us inviting you to reactivate your account. Just use the same email address you signed up with originally. If you have any issues please contact us at email@example.com.
How long will my order take to process?
Please check the product description before ordering especially in regards to pre-orders and pre-sales.
In Stock Items:
Although we aim to have your orders dispatched ASAP, due to the volume of orders received please note that you order could take 1-2 weeks to dispatch. For urgent orders, please contact firstname.lastname@example.org
Please refer to your product listing for estimate arrival or release date of products. Although we aim to have your orders dispatched ASAP, due to the volume of orders received please note that you order could take 1-2 weeks to dispatch. For urgent orders, please contact email@example.com
All orders will be shipped via Australia Post with tracking sent directly to your email via AusPost. Sometimes these emails will sort into your junk folder, so please check if you’d like to follow your orders journey.
Do you ship internationally?
Yes! We certainly do! We love that our products are finding homes overseas! While we do ship internationally, all customs, import fees and taxes remain the responsibility of the customer.
What does Processing/Completed mean on my online order?
Once you have submitted your order, it will display as ‘Processing’ while our team work to prepare your order for delivery. When your order is ‘Completed’, your order has left our facility for delivery and is now on its way to you.
How can I track my order?
You will receive an email directly from Australia Post with your tracking information. Alternatively you may contact us at firstname.lastname@example.org and we will be happy to help you locate your order.
I haven’t received my order, what do I do?
You can use your Australia Post email to track the location of your order. In the event that your order shows no updates or delays please either contact the postal service or email us at email@example.com with your order number and tracking.
What do I do if I have received a faulty product?
Please contact us at firstname.lastname@example.org
Please note: bundles and already discounted products are exempt from discount codes or any further discounts