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FREQUENTLY ASKED QUESTIONS

Got a question? The answer is most likely here. If not, feel free to contact us.

Ordering

Can I place a phone order?

Unfortunately we are unable to take telephone orders.

Customers are encouraged to use our website to place orders and to utilise our payment gateway security features.

Is it safe to use my credit card on-line?

Yes, it is extremely safe.

When transacting via our secure server, your credit card and personal details are encrypted using the latest industry standard SSL (Secure Socket Layer) encryption technology before being sent over the internet.

When do you charge my credit card?

Our payment gateway will attempt to charge your nominated credit card when you place your order.

Can I change, add to, or cancel my order after purchasing?

No, unfortunately we cannot make any changes, additions or cancel an order once it has been placed.

Your order is dispatched automatically to our warehouse immediately upon payment confirmation which means we are unable to alter, change or cancel your order.

If you have placed an order and wish to cancel it, simply return the items for a full refund (less freight).

If your order relates to a pre sale item, please contact the customer service team and they will advise if changes can be made.

My coupon code won’t work, what am I doing wrong?

To eliminate potential errors, simply copy and paste the coupon code.

Please refer to the terms and conditions of the promotion to ensure that the coupon code is still valid and is applicable to your purchase.

If you are still having trouble, please contact us.

I have not received a confirmation email after purchasing?

You will receive an automated confirmation email shortly after making your purchase. If you do not receive the email, please check your junk/spam folder.

Normally, confirmation emails arrive within minutes, however on some occasions your email hosting provider or internet service provide may be experiencing delays, please allow at least an hour for the email to arrive.

If you still have not received your confirmation email, please check the email address that you have entered is correct in your profile.

If you are unable to login, checked out as a guest or find an error please contact us.

What payment types do you accept?

We accept VISA and MasterCard payments.

Delivery

Do you ship internationally?

No, we currently do not ship internationally.

What shipping options do you provide and what are the costs?

We deliver using the Australia Post Parcel Post and Express Post delivery network.

COVID-19 Shipping Updates: We are temporarily changing our delivery processes to ensure we continue to offer an essential service whilst keeping our communities safe & connected.

*Standard shipping: Please note that we are experiencing some online delivery delays. You can check your order status by logging in and selecting ‘My Orders.

**Express shipping: Due to increased demand & volume of online orders we have temporarily suspended express shipping as a shipping option.

​To get free standard shipping to anywhere in Australia, you only have to spend $100 or more in a single transaction.

Occasionally, customer orders may need to be sourced and supplied by various shipping partners. If this is the case, your order may arrive at different times by multiple courier companies in multiple packages. Any costs associated with multiple deliveries will not be passed onto the customer.

Please refer to the below table for shipping cost and estimated delivery times:

  Delivery (Bus. days) Cost
Standard (Order under $100) Within NSW
Metro: up to 2 business days
Country: up to 5 business daysOther states
Metro: up to 3-6 business days depending on lodgement and destination points
Country: please ask at your local Post Office
$9.95
Standard (Order over $100)   FREE
Express (order before midday Mon-Fri) 1-2 business days $14.95

How can I track my order?

Upon dispatch of your order, you will receive an email containing tracking details. Click the tracking link to follow the status of your order.

View Australia Post’s tracking service for full details.

Track your item online now if you’ve used one of the trackable services.

You can also track your order by clicking “Track my Order” at the top of the webpage. You will need to provide either the Order ID or the Email Address used to place the order.

Will my order arrive in a single delivery?

Occasionally, customer’s orders may need to be sourced and supplied by various warehouse locations. If this is the case, your order may arrive at different times by multiple courier companies.

Any costs associated with multiple deliveries will not passed onto the customer.

The shipping charge paid at checkout when you placed your order will not be exceeded even if multiple deliveries are required.

Can I pick up my order?

Unfortunately, at the current time we are unable to offer pick-ups.

What happens if I am not home to receive my order?

If you miss your delivery, our delivery partners will leave a card explaining how you can pick up your order or arrange a redelivery. Please use the details on the card to make the appropriate arrangements.

We recommend monitoring your order for any tracking updates.

Returns

Can I get a refund on my return?

Absolutely!  If you are not happy with your purchase, you are welcome to send it back for an exchange or refund (excluding freight costs).

Unfortunately, products that have been worn, had the tags removed, or have been personalised are unable to be returned (excluding faulty items).

Have you received my returned goods?

As time frames for returns may vary depending on your location, please allow up to 14 business days for us to confirm receiving your return and processing your exchange or refund.

In the unlikely event that you have not heard from us within this timeframe, please contact us.

I have ordered the wrong size, and the size I require is not available?

If the size you require is out of stock or not available, you have a couple of options.

You can:

  • arrange to have a refund;
  • exchange for the same dollar value;
  • we can arrange a store credit, which is valid to use on the website for up to 12 months.

How do I return an item?

Follow this simple process to arrange your return. 

  1. PRINT – Print & complete the Returns & Exchanges Application Form
  2. MAIL – Mail the item & form to the address on the form
  3. RECEIVE – Please allow up to 14 days for us to confirm receipt of your application & process your request 

You can download the returns form here.

You will need to cover the cost of postage back to our warehouse for any product that is not found to be faulty.

Any costs associated with returning the exchanged item back to you is covered by us.

Gift Cards

My gift card won’t work, what should I do?

To eliminate potential errors, simply copy and paste the gift card code.

Ensure the gift card has not expired.

If you are still having trouble, please contact our customer service team.

Do you sell Gift Cards?

Yes, gift cards are available for purchase online and can be redeemed through our online store only.

Our gift cards are electronic “e-gift cards”. This means they are emailed to the recipients email address.

Please note we do not send physical gift cards.

How do I use a Gift Card?

To use a gift card, simply enter the gift card code at the checkout.

Please ensure you apply the gift card code correctly prior to purchase, as once you have placed your order we are unable to change your order and apply a gift card.

Pricing

Does the displayed price include GST?

Yes, all of our prices displayed include “Goods and Services Tax”.

What currency are the prices displayed in?

All of our prices are charged in Australian Dollars (AUD).

My Account

How do I become a Member of the Online Store?

To become a member of the online store, simply click the “Register” link at the top of the webpage.

How do I edit or update my details in my account?

Simply login, go to your account and all of your information is on the left hand side under “Settings”.

What are the benefits of becoming a Member?

Become a member to gain exclusive first access to promotions and sales as well as accessing your order history.

What do you do with my information?

We are committed to protecting your privacy, and we comply with applicable privacy laws. These laws set out standards for the management of personal information.

We will treat any information that you give us as strictly confidential. For more information please review our privacy policy.