Shipping & Returns
How much does shipping cost?
We offer the following flat rates in Australia:
- Standard Parcel Post: $10
- Express Post: $15
- Signature on delivery option: An additional $3
When will my order be dispatched?
Great question! Possibly our most popular one.
All orders are dispatched 9 am (AEDT) Tuesday, Thursday and Saturday.
This excludes public holidays and any Australia Post holidays.
Will my order go express?
Yes if you choose express post at checkout
How long will it take to receive my order?
If your order was shipped via Express Post (see the above question), it will generally be delivered within 2 – 4 business days. This is provided you are within the Express Post serviced area.
Standard Post takes a bit longer and delivery times can vary, it can be anywhere between 5 – 10 business days depending on your locations.
Can I track my order?
Yes, all packages come with a tracking number. In your shipping confirmation email there’ll be a unique tracking code that you can enter on the Australia Post website:
You might need to give Australia Post approximately 24 hours for the tracking information to appear on their website.
My package isn’t here yet. What’s going on?
First up, track your parcel on the Australia Post website. You’ll find your tracking code in the shipping confirmation email.
If things aren’t making sense in the tracking, we’re happy to help out. That said, due to restrictions with Australia Post, we can’t get any answers until the package is more than three days late based on the table to the right.
That means if we were sending to Sydney via Regular Post, more than 9 days need to have passed before we can get answers about what’s going on. We know it’s not ideal, but we have to play by Australia Post’s rules, especially at busy times of the year like Christmas and Easter.
So if your package is more than three days late, drop us a line and be sure to include your name, order number, tracking number and contact information so we can find out what’s going on for you.
Does my order need to be signed for when it’s delivered?
It’s up to you. We provide you with the option when you place your order. But there’s two things you need to know:
If you choose Regular postage or Express postage without “Signature on Delivery”, we can’t be held liable for your parcel going missing.
Also, strangely, we can’t guarantee that Australia Post won’t ask for a signature anyway. In some areas, Australia Post will require a signature on all parcels regardless of what you specify.
I placed an order but didn’t receive confirmation. Where’d it go?
There are a few possible reasons why you might not have received a confirmation email after placing an order:
Check your junk email, it’s sometimes hiding in there.
If you have email accounts, make sure you’re checking the right one.
If you’ve double checked those things and still don’t have a confirmation email, please get in touch with our customer service team and we’ll manually make sure your order was submitted successfully.
You guys stuffed up, or I got a bonus I didn’t ask for. Can you fix it?
That’s no good at all. Sometimes we do get things wrong, and we’ll do our best to fix it up asap! If you get in contact with our customer service team we can figure out what went wrong and how to fix it for you. Please do not dispose of or open any incorrect products unless we advise you to.
My product/s are damaged/there’s something wrong with them. Can I have a new one/s?
Oh no! Damaged parcels are the worst. We’d be happy to sort this out for you, but here’s the important part: if you receive damaged goods do not throw them away!
If it’s possible, snap a photo of the damage and send it through to us. We can then arrange to replace or swap the items, and will organise for you to return the damaged items back to us.
I changed my mind about a product. How do I return it?
If you’ve changed your mind and want to return an unopened product, that’s no problem. Here’s what you need to do:
Get in touch with our customer service team so they know what’s going on.
Post the item back to us within 30 days of ordering it (you’ll need to cover the shipping costs).
We’ll process your refund when we receive the item and email you to let you know.
Note: We have a limit of one return per month, and we can’t refund goods that have already been opened unless it’s a damage or quality issue (see the previous question).