Can I cancel my order?
Once an order is placed we’re unable to cancel the order. Once received you’re welcome to make a return with us, as long as your items meet our returns criteria.
I’ve entered the wrong shipping address
We will need to fix this for you ASAP before your order gets shipped, so please get in touch straight away with your correct shipping address and email email@example.com.
I’ve ordered the wrong size/colour
Once an order is placed we’re not able to cancel or make any changes to the order. Once received you’re welcome to make a return with us, as long as your items meet our returns criteria.
I’m missing an item from my order
Firstly make sure the item isn’t lost amongst the wrapping or stuck to the inside of the parcel. If you still can’t find it please contact us at firstname.lastname@example.org for more help.
I’ve received the wrong item or size
If you have double checked your order confirmation and have received the wrong size or item, please reach out to our team at email@example.com so we can resolve this issue right away.
My item arrived faulty, what do I do?
Please reach out to our team at firstname.lastname@example.org we will be able to assist with this as a priority.
I didn’t receive an order or shipping confirmation email
Make sure you have checked your junk and spam folders in case the automatic notification has been sent there. You can mark us as SAFE too, so that you won’t miss any in the future. Still no luck finding it? Please contact us via email at email@example.com
When will my order be shipped?
Orders are processed Monday – Friday (Excluding public holidays) from 7am – 2pm AEST and can take up to two business days to process before being shipped. Any orders placed over the weekend or on a public holiday are shipped the following business day.
Can my order be shipped to a PO BOX or PARCEL LOCKER?
Yes it can, for Australian customers only please select Australia Post at checkout. If you are shopping from outside of Australia you will need to enter a physical home or work address.
How do I track my order?
Once dispatched you will receive a tracking number via email for your order. It can take a few hours, sometimes 24 hours to show any kind of an update on the tracking link. Any concerns about your tracking not updating after three business days, just let us know.
Where do you ship?
All over the world! The only exceptions are Russia, Indonesia and Mexico. This is due to the import restrictions into these countries.
Will I need to sign for my parcel?
Express post is a no signature required delivery service, for your convenience your order will be left in a safe location at the address if no one is home at the time of delivery. This could be in your letterbox, behind pot plants, over fences or anywhere that is hidden from street view. However if Aus Post doesn’t think the location is safe they will take the parcel to your local post office and leave a card.
The tracking number doesn’t show any tracking event
Until your parcel has been sorted and scanned there won’t be any tracking events for you to check on. But don’t worry, your tracking ID indicates that your parcel has been dispatched and has started making it's way to you. You’ll just need to give the tracking some time to update overnight or once it’s scanned out for delivery.
How long does it take to deliver Internationally?
We ship international express, parcels can take up to 5-14 business days. You will be able to track your order via your shipping confirmation email.
Will I be charged duties and taxes?
As we are based in Australia shipping parcels internationally, Import Duties and Taxes may be payable for import into your country. Any applicable customs and import duties and fess, taxes and any other charges are the responsibility of the customer, even if you refuse the shipment upon delivery. If your order does require these additional charges, they must be paid by you in order for your package to clear customs.
As a provider of goods we declare the value of the package when shipped and from that point it Is with your country’s customs agents to approve, delay or reject your package.
If you refuse to pay these additional charges, your order will be shipped back to us and we will offer you a refund minus the cost of shipping. Only once your package has reached us we can issue a refund.
We recommend contacting your local customs office for more info on customs charges to your country.
We accept all major credit and debit cards. AUS and NZ customers also have the option to checkout with AfterPay, a third party company who will set you up with a fortnightly payment plan to pay off your items and receive them straight away.
Need to apply a promo or gift code?
Make sure the promotional code you are using is applied to your order before processing payment, only one (1) code per order can be used. Our team are under no obligation to apply any discounts for promotions if a code has not been applied by the customer.
Help with a promo code or gift code
If your promo code is not applying to your cart, make sure it’s valid for all items in your order. Gift Voucher codes need to be entered separately – if you’re having any trouble applying either of these just send through a screenshot of the page that displays so we can help.
You can only use one (1) code per transaction.
Refunds will not be given if the promo/gift code hasn’t been applied by the customer prior to check out.
Why is AfterPay declining my order?
Since AfterPay is a separate company, we can’t be sure of the exact reason why your transaction was declined. The most common reasons are:
- You have exceeded the $$$$$$ transaction limit.
- You do not have sufficient funds available on your card at the time of purchase.
- There may be restrictions in place with your AfterPay account.
For additional help, we suggest contacting AfterPay directly at 1300100729
PRODUCT AND STOCK SUPPORT
When will this item be back in stock?
Products from earlier collections may or may not come back in stock. You will need to contact us to see if we will be re-stocking the item. We encourage you to sign up for any restock notifications so you don’t miss out.
How do I know what size to choose?
We provide a sizing chart for each product, please refer to our sizing chart page for more information.