1. What payment methods do you accept?
We accept all major credit cards, including PayPal, Apple Pay, Google Pay, AfterPay and ZipPay.
2. Can I cancel my order or change my address after placing an order?
As most of our orders start being processed within the same day, we may not be able to cancel or correct shipping information once your order has been placed. We ask our customer to double-check your parcel's information details as we can not be held responsible for incorrect information.
Please check if you have selected your item's correct size and colour to avoid disappointment.
Returned parcels due to incorrect information will be charged for the new shipping.
3. I ordered multiple items; why did I only receive one?
For logistical reasons, items in the same order can, sometimes, be sent in separate packages, so they get to you faster. You may receive one thing before the next, so don't; they are on the way!
4. Where's my order / How can I track my order?
You will receive an email confirming your order placement and another email with the tracking information when the order is processed and shipped. If you don't receive these emails, please get in touch with us with your order number/email used on the purchase or full name so we can check it and provide you with the tracking information.
5. Where do you ship to?
We ship domestically to Australia and internationally to New Zealand, the UK, USA and Canada. For better delivery service, we advise you to include your phone number in your order details, as we may need to call you if we have problems delivering your package.
6. How long does shipping usually take?
The estimated shipping time for our products is approximately 3 to 10 business days. Our primary shipping source is Australia Post for domestic orders and DHL Express for international orders.
*Please note that your parcel may experience delays regarding status updates due to restrictions around Australia, which may impact your parcel delivery time. We hope you understand and honestly apologise for any inconvenience during these difficult times.
7. I received a damaged or faulty item; what should I do?
Please send us an email at firstname.lastname@example.org with the information regarding the damaged item, including a video and/or photo demonstrating what is happening. As soon as we receive it, our team will verify it and get back to you as quickly as possible.
8. Does my product have a warranty?
Yes. All our products have a one-year manufacturer's warranty from the moment you receive them. If an issue occurs, please email us at email@example.com with the invoice provided in your order confirmation and describe your item issue. We will verify your item, and if a proof is faulty due to a manufacturing defect, we got you covered.
Our warranty time limit still stands independent of how many repairs or replacements you receive concerning an original product. So the replacement product would only be under guarantee for whatever period remains from the original warranty.
*Please note that you are responsible for the maintenance of your product. Defects caused for poor maintenance are not eligible for a warranty.
10. How long does it takes to receive my refund?
Depending on the payment method, this can take up to 5 working days to appear in your account. If you have any doubts about receiving your refund, you can email us at firstname.lastname@example.org with the order number or check with the bank or company used for the payment. "Please note that, despite trying to process returned items as soon as they arrive, they may take extra 3 to 5 days to be refunded due to warehouse processing time. We appreciate your understanding.