We've gathered the questions we hear most, from delivery and tracking to returns and product care. Have a look below, and you'll likely find your answer in seconds. Still stuck? Drop us a line through our contact page, and one of our team members will get back to you as soon as possible.
Shipping
We deliver right across Australia and New Zealand, with free shipping on every order and no minimum spend.
Orders are processed within 1 to 3 business days, then delivered within 7 to 10 business days across Australia and New Zealand. You'll receive a confirmation email when you order, and a tracking link once your order is on its way.
Sometimes, items from the same order are shipped in separate packages to help speed up the delivery process. In some cases, certain items may be dispatched from different fulfilment locations, which can result in a small delay between deliveries. Each package is assigned its own tracking number, so you can follow every parcel separately. There's no extra charge for split deliveries.
To offer competitive prices, a wide range of products and always free delivery, we dispatch orders directly from our trusted manufacturing partners overseas.
We're an online-only store. It's part of how we keep our prices friendly and offer free shipping across Australia and New Zealand. If you have a question about a product, drop us a line through our contact page, and we'll help you choose.
Tracking your order
You can track your order anytime on our tracking page using your order number. Tracking updates begin once your order is dispatched, usually within 1 to 3 business days of ordering, and you'll see each step through to delivery along with a direct link to your carrier.
A few quiet days between updates is completely normal while your parcel moves between facilities. Detailed updates and an estimated delivery date usually appear around 3 to 5 business days after ordering, once your parcel is with the delivery carrier. We mainly deliver with Australia Post and New Zealand Post, and sometimes with iMile, SpeedX or YTO Express.
Occasionally, a tracking number is matched to the wrong carrier, so it won't come up on that carrier's site. Your parcel is still on its way, and our tracking page will keep showing the correct updates. If you'd like us to confirm the right carrier and number, drop us a line through our contact page with your order number, and we'll check it for you.
All order updates are sent automatically to the email address used at checkout. If you haven't seen them, please check your spam or junk folder, as our emails occasionally land there. Adding our email to your safe senders list will make sure you don't miss anything. You can also check your order status anytime on our tracking page.
We recommend checking with other members of your household or neighbours to see if someone else accepted the package on your behalf, as deliveries are sometimes received by someone else unintentionally. It's also worth checking any safe spots around your property where the carrier may have left it. If you still can't locate your parcel, contact the carrier directly with your tracking number, as they'll be able to help trace where it was left. You can also drop us a line through our contact page, and we'll do what we can to assist.
Returns and refunds
If an item isn't right for you, get in touch within 14 days of receiving your order, and we'll arrange a return. Items must be in their original, unused condition, so anything worn, washed, damaged or altered can't be accepted. Please contact us before sending anything back, as returns sent without a return address from our team can't be processed. Full details are on our refund policy page.
Drop us a line through our contact page with your order number and which items you'd like to return, along with the reason. One of our team members will get back to you within 24-72 hours with a return address. Once we receive your parcel, we'll process your refund or exchange.
Return shipping is covered by the customer for change-of-mind returns, and in some cases a return may be subject to international shipping costs. If your item arrives faulty, damaged or isn't what you ordered, we'll take care of it, so please get in touch, and we'll sort out a replacement or refund for you.
Please check your order as soon as it arrives and let us know within 3 days if there's anything wrong. Drop us a line through our contact page with your order number and a few photos of the issue, and we'll arrange a free return, a replacement or a refund for you.
Refunds are processed once your returned parcel reaches us and has been inspected. If you paid by PayPal, your refund is processed within 2 days of us receiving your parcel. If you paid by card, it's processed within 5 days. We'll email you once it's on its way, and it can take a few extra days to appear on your statement.
Cancellation requests can be honoured within 120 minutes of placing your order, as long as a tracking number hasn't already been assigned. After that, your order is with our fulfilment partners and can no longer be stopped. Please double-check your delivery address at checkout, as we're unable to recover parcels sent to an incorrect address.
Get in touch as soon as possible through our contact page with your order number. If your order hasn't been assigned a tracking number yet, we may be able to update the address or cancel it for you. Once an order is on its way, we're unable to change the delivery address.