FAQ
PAYMENTS
What payment types are accepted?
I am having trouble completing my order with a credit / debit card.
If you are having trouble completing your order using your credit/debit card it it important to first check you have the funds available in your account. If you have confirmed that funds are available, double check the following:
- The card number, name and CV2 code (back of card) are correct and as they appear on your card.
- Your bank has not imposed a limit to the amount of purchases you can make in a 24 hour period.
- For international purchases please ensure your card is enabled for use international use.
PRODUCTS
Are your products genuine?
Do I get a warranty for my purchases?
Do you sell gift cards?
ORDERS
I haven't received my refund yet?
Where are your orders shipped from?
Will I receive an order confirmation email after placing an order?
Will I receive tracking with my order?
Yes! A tracking number will be sent to you via email as soon as your order has been processed by our Melbourne warehouse team.
Due to the effects of COVID, your order may take longer than usual to arrive as told by Australia Post or Sendle. Please rest assured that staff are working tirelessly around the clock to send out your parcel as soon as possible.
For Auspost domestic updates click here.
For Auspost international updates click here.
Can I make a change to my order?
Can I cancel my order?
I did not receive an order confirmation?
An order confirmation email is automatically send out when you successfully placed and order.
If you have not received your order confirmation or tracking information, please check your junk/spam folder.
If you have checked and still can't find it, please contact us via email with the following details:
- Name order was placed under
- Email you think you used
- Amount of your order/items included
- Delivery address
Why was my order cancelled?
We have the right to cancel or refuse shipment of any orders for the following reasons:
- Purchase transaction does not pass our security check
- Product is listed at an in correct price or with incorrect information. Please see Pricing and Errors on the Website
I am missing an item in my parcel, what should I do?
We send out an email if we are unable to fulfil any items within your order! Please check your email. If there are any items that are unfulfilled, we will refund the product price straight back to your bank account.
If you have not received an email, please contact our team via email and we will look into it ASAP.
Please include in your email:
- Order number
- Image of the products you did receive.
SHIPPING AND DELIVERY
My tracking says delivered by I have not received my order.
To minimise the risk of contracting or spreading COVID-19, all parcels will no longer require a signature for delivery or collection.
If your order tracking says your order has been delivered but you have not received it, we ask that you please check the below:
1- Check around your letter box and yard for the parcel.
2- Check with all occupants of your house to ensure someone else hasn't brought your order inside for you
If you are not able to locate your order on your property or within your household, please contact our friendly customer experience team with your order number HERE.
