Shipping policy
Shipping Policy
We use either Australia Post or another premium courier for all deliveries within Australia and New Zealand.
Delivery time is 3-14 business days from dispatch depending on where you are in Australia. Please also allow 1-2 business days for the processing of your order. We endeavour to process our orders as quickly as possible. All deliveries are issued with a tracking number to track your parcel. Once the items have been sent off to you, it’s in the hands of the courier. This means it’s beyond our control to ensure the exact days & times to be delivered to the customers.
Please note:
- If the parcel is returned to sender due to the wrong address having been provided, you will need to pay a $15 shipping cost and restocking fee and if you want to cancel the order we will deduct a $15 shipping cost and restocking fee from your total refund. Once the returned to sender parcel is received we will send out a notification email to confirm the correct address, and we will keep your stock for two weeks only if we don't get a response from you.
- If the parcel is returned to sender due to refuse, we will deduct a $15 shipping cost and restocking fee from your total refund.
- If a cancellation request is made before dispatch, a $10 restocking fee will be charged.
Can I make changes to my order once confirmed?
We encourage our customers to check the items and shipping address is correct on your order before placing it.
Once your order is complete it’s instantly sent to our dispatch system to begin picking your items and getting them shipped to you as soon as possible. This leaves a fairly short window in which we can cancel or remove items from your order. If you need to cancel an order, change the shipping address or modify items from your order please contact the Customer Service team as soon as possible.
Please note that, while we do our best to honour requests to cancel or modify an order, we cannot guarantee that this will be possible. We work hard to get all orders shipped out as quickly as possible, and in instances where an order has been fully processed and packaged by our team, or where an order has been handed over to the courier, we will not be able to make changes.
Once you have been issued with the tracking number for the parcel, Australia Post may be able to re-direct this for you. You can request this via your Australia Post - My Post account or simply by contacting them and they may be able to assist.
Packaging and Warranty Disclaimer
We take great care to pack your order securely to ensure the product arrives safely. Please note that our warranty policy applies to the product itself only and does not cover external packaging, including but not limited to the shoebox, shipping carton, packaging bags, or filler paper.
Minor damage to packaging that may occur during transit is not considered a product fault and is therefore not eligible for compensation or after-sales support. We appreciate your understanding.
*Australian Consumer Law:
A business can only refuse to give you a free replacement or refund if:
- you simply changed your mind
- you misused the product or service in a way that contributed to the problem
- you asked for a service to be done in a certain way against the advice of the business, or were unclear about what you wanted
- a problem with a service was completely outside of the business’ control.
When you can’t claim a refund
If your problem doesn’t fall under the definition of major or minor, you may not be entitled to a refund. A business can refuse to give you a refund if:
- you simply changed your mind
- you misused the product or service in a way that contributed to the problem
- you asked for a service to be done in a certain way against the advice of the business, or were unclear about what you wanted
- a problem with a service was completely outside of the business’ control.