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Frequently Asked Questions
Please see below for answers to common questions from customers
Orders & Payments
What payment methods do you accept?
We accept most major payment methods, including Visa, Mastercard and American Express. We also offer PayPal, Direct Deposit, Afterpay and Zip Pay.
Can I change or cancel my order after placing it?
Yes. If you wish to change or cancel your order, please email us before your order has been processed and dispatched. We generally require notification before12:00 pm (midday) on the same business dayyour order was placed.
How do I know if my order was successful?
Once your order has been placed, you'll receive an order confirmation email. We'll also keep you updated throughout the fulfilment process and provide an Australia Post tracking number once your parcel has been dispatched.
Do you offer Buy Now, Pay Later options?
Yes. We currently offerAfterpayandZip Pay.
Is it safe to use my credit card on your website?
Absolutely. Our secure payment gateway protects your payment information. We do not store your credit card details on our servers.
Shipping & Delivery
Do you ship internationally?
Currently, we only ship within Australia.
How much does shipping cost?
We offer a flat-rate shipping fee of$15Australia-wide usingAustralia Post Express Post.
How long will it take to receive my order?
Most Express Post deliveries arrive on the next business day. Deliveries to interstate locations outside Victoria and remote regional areas may take a little longer.
Can I track my order?
Yes. All orders sent via Australia Post include tracking. You'll receive your tracking number by email once your order has been dispatched.
What happens if my package is delayed or lost?
If your parcel is delayed or appears to be lost, please refer to Australia Post's Lost & Late Items page for assistance:
https://auspost.com.au/receiving/parcel-deliveries/lost-late-items
Returns & Refunds
What is your return policy?
Please refer to our Shipping & Returns Policy for full details:
How do I return an item?
Please visit our Shipping & Returns Policy for complete return instructions:
How long does it take to process a refund?
If your item is confirmed to be faulty, falls within our returns period, and we are unable to provide a like-for-like replacement, a refund or store credit will be issued. Approved refunds are generally processed within 24 hours.
Please note that we do not offer refunds for change of mind
Do I have to pay for return shipping?
In most cases, customers are responsible for return shipping costs. If your return meets our warranty or returns criteria, we will cover the cost of sending the replacement item.
Can I exchange an item instead of returning it?
We do not offer exchanges for change of mind.
Exchanges are available where:
- the item is being replaced under warranty; or
- we agree to exchange it for a similar product if the original item is no longer available.
For more information, please visit:
Products & Stock
Are your products in stock?
Yes. All products listed are generally in stock. On rare occasions, an item may become unavailable after your order has been placed. If this occurs, we'll contact you by email to discuss your preferred solution.
Will you restock sold-out items?
Some products, particularly clearance or slow-selling items, may not be restocked. When a product sells out, it will be removed from our catalogue until new stock becomes available.
How do I know which size to choose?
We recommend checking sizing carefully before placing your order. As we do not exchange items for change of mind, it's important to ensure you've selected the correct size. Where available, sizing information is provided on the product page.
Are your product images accurate?
Our product images are supplied by the manufacturer. While they are generally accurate, packaging may occasionally differ from the images shown. The product itself will remain the same unless otherwise stated.
Do you offer warranties or guarantees?
All products include a standard 14-day warranty, with many also covered by an extended manufacturer's warranty.
Where possible, we'll arrange a replacement under the manufacturer's warranty. After our 14-day returns period, we'll assist you with contacting the manufacturer regarding any applicable warranty claims.
Account & Support
Do I need an account to place an order?
No. You can complete your purchase as a guest without creating an account.
I forgot my password. What should I do?
Simply contact our support team via our Contact Us page, and we'll be happy to assist you.
How do I contact customer support?
You can contact us through our Contact Us page:
What are your customer service hours?
Our customer service team is available:
Monday to Friday
9:00 am – 5:00 pm (AEST/AEDT)
You can submit enquiries at any time, and we'll respond during business hours.
Promotions & Discounts
Do you offer discount codes or promotions?
Yes. We regularly run promotions and special offers throughout the year.
Customers whose stories are selected and published on our Stories page will receive an exclusive discount code to use on future purchases.
Can I use multiple discount codes at once?
Generally, only one discount code can be used per order. Most codes are single-use unless otherwise specified during a promotion.
Do you have a loyalty or rewards program?
Not at this stage. If we introduce a loyalty or rewards program in the future, we'll let our customers know
Privacy & Security
How do you protect my personal information?
We take your privacy seriously. We do not store sensitive customer payment information on our servers, and we regularly maintain our systems with up-to-date security measures to help protect your personal information.
Do you share my data with third parties?
No. We do not sell or share your personal information with third parties.
Your payment details are securely processed by our payment providers, and we never have access to your credit card information. We also respect your privacy and avoid sending unnecessary promotional emails.
How can I unsubscribe from emails?
Every marketing email we send includes an Unsubscribe link. Simply click the link to remove yourself from our mailing list at any time.
Still have questions? We're happy to help! Please email us at hi@email.com and we will get back to you within 24 hours.
