Hey there! Often it's quickest to find an answer to your query below. These cover our most commonly asked questions. If something isn't covered here, feel free to drop us a line at firstname.lastname@example.org. We aim to reply to all emails within 48 hours, so please be patient!
WHERE IS MY ORDER?
Before emailing us re: the whereabouts of your online order, please check out the estimated delivery times below. We ship all orders from Melbourne, Australia so please bear this in mind when ordering internationally :)Unfortunately, we cannot promise your package will arrive by a certain date, but please know that we do our best to get everything to you ASAP! Sometimes packages are held up in customs for seemingly no reason, and transit times can vary greatly from country to country.
We use Australia Post for all deliveries inside Australia and DHL Express for international deliveries. In our experience, these are the quickest and most reliable methods available.
Estimated delivery times for Australian customers via Express Post
- 2-3 business days
- 5-7 business days
WILL I BE CHARGED CUSTOMS / IMPORT DUTIES?
Unfortunately we cannot control any duties/taxes applied to your package. You will be responsible for paying any additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages. By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.
CAN I PICK UP MY ORDER IN STORE?
Absolutely! We offer a Click & Collect service, where you can pay online and pickup your order directly from our store in Fitzroy, Melbourne. Just choose this option at checkout and you won't be charged for shipping. Please note that if your order is not collected within 7 days you will be refunded and the product will no longer be reserved for you.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept credit or debit cards which are processed securely using Shopify payments. We can also accept payment by Paypal. Please ensure you have adequate funds in your account before placing an order.
WHERE IS MY ORDER CONFIRMATION?
As soon as you place an order, you will receive an email confirmation via the email address you entered on your order. If for some reason, you did not receive an email, please check your spam folder and double check you entered your email address properly. If you still haven’t received it after 24 hours please email us.
I ENTERED THE WRONG SHIPPING ADDRESS, WHAT SHOULD I DO?
When entering your shipping address, always take care to double check all building / unit / apartment numbers / floors are included where applicable. We also highly recommend shipping to a work / business address where possible. If you have incorrectly entered your address and not yet received a shipping confirmation from us, please email us ASAP and we will advise you of the status of your order. If your order has already shipped, unfortunately there is nothing we can do until (and if) your order gets returned to us. Sorry!
We ask you to cover the cost of re-shipping:
– If the shipping address you entered was incorrect or incomplete
– If your package was lost in the mail, and you choose an untrackable shipping method
– If the postal service claims your item was delivered but you didn’t receive it
– If for any reason you were unable to collect your package at customs
We will cover the cost of re-shipping:
– If your order arrived damaged
– If an incorrect item was received in error
– An item was missing from your order
WHY HAS MY CARD BEEN DECLINED?
All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card does not, for any reason, authorise payment then you will be notified of this immediately at the checkout. A common reason for orders being declined is due to the billing address details being entered incorrectly. Please ensure that in the “billing address” section, the address to which your bank statements are sent is entered. For full details of why the payment was declined, please contact your card issuer.
WHEN WILL MY ORDER SHIP?
You will receive a confirmation email once we have received your order. Orders are normally dispatched within 1-2 business days, but during busy times (holiday season, sales etc) there may be delays of up to 3 business days. If there is an issue or we are unable to fulfil your order for any reason, we will contact you to let you know!
WHY IS MY ORDER LATE?
We endeavour to get your orders to you in the timeframe outlined, but sometimes this is out of our control. If you’ve received our dispatch notification, and it seems like your parcel is taking forever to arrive, it may be awaiting collection at your local Post Office or delivery depot and you may need to rearrange delivery with your local postal service. If you received one, the instructions on your attempted delivery card should explain how to collect your parcel or rearrange delivery. If the estimated delivery date has passed and there is no relevant information please contact us.
WHY IS THE COLOUR OF MY ITEM DIFFERENT TO WHAT I SAW ON SCREEN?
While we do our very best to capture the true colour / nature of our wares, the colours shown online may not exactly reflect the colours of your item. The appearance of colours may also differ across various screens and devices.
I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER, WHAT SHOULD I DO?
We aim to get your order right every time but mistakes occasionally happen. If the item you received is not what you originally ordered or is faulty, please email email@example.com with your name, order number and what you have received / the fault and we will take it from there!
SOMETHING IS MISSING FROM MY ORDER, WHAT SHOULD I DO?
If there is something missing from your order please email us at firstname.lastname@example.org with your name, your order number and what is missing. If the stock is available we will send it out straight away. If the item is sold out we will issue a full refund.
THE ITEM I WANT IS SOLD OUT, ARE YOU GETTING MORE?
Our collections are usually limited edition and some of the items on our website sell out quickly. We do not usually re-order but if something is very popular we might do. Check back regularly or sign up for our newsletter to stay up to date.
THE ITEM I BOUGHT IS NOW ON SALE! CAN I HAVE THE DIFFERENCE REFUNDED?
We totally get how frustrating this can be, however, our prices change in accordance with trends, customer demand and stock availability. Therefore, we are unable to refund any difference in price if an item you have purchased goes into sale.
WHAT CURRENCY DO YOU CHARGE IN?
All prices listed on our site are in AUD, and charged in AUD. The bank that has issued your card determines the exact exchange rate that you will pay, but in general it will match very closely with the current exchange rates. To get an estimate of the approximate exchange rate, you can use our currency converter (the drop down menu in the top right corner of our website)
IS YOUR WEBSITE SECURE?
We follow strict privacy policies with any information given on our website, and can confirm that all payment methods are rigorously secure! Please see our Terms page for further information if you require it.
WHAT IF MY ORDER NEVER COMES?
As much as it sucks, orders can occasionally (but luckily VERY rarely!) go missing in action. We are a small, independent company, and as such we can’t accept responsibility for packages that have been stolen or lost by the postal service where your shipping method is untracked. If such is the case, please email us at email@example.com and we will work with you to find a solution.