Shipping policy

My tracking says delivered but I haven't received my order..

Firstly can you please check with your household and your neighbours to see if they signed for the parcel or picked it up on behalf of yourself?

If this is not the case then please contact your local post provider (eg: Australia Post or NZ Post) to lodge a delivery dispute case. This must be done on your end first before contacting us.

Australia Post Contact HERE

NZ Post Contact HERE 

Please then send us an email to [email protected] with your order number and the case number provided by the carrier once this has been lodged so we can follow up and sort it out ASAP for you. We can not follow it unless this is done first

 

Is there a reason my order is taking longer than normal?

Australia Post, whilst doing there absolute best to get orders delivered as fast as possible, Sometimes the carrier will  take some delays with shipping.

People working from home has seen a huge increase in online shopping which has caused large increase in volumes of parcels to be delivered which has resulted in some delays on order deliveries. There has also been some delays with domestic deliveries due to the reduced amount of flights 

We understand you want your order as fast as possible and this is definitely our top priority but we do kindly ask for some patience through these challenging times and do want to reassure you that we are doing everything we can to get orders out to you as fast as possible while Australia Post are also doing there best to deliver as fast as possible as well, day in and day out 

https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-domestic-updates

https://www.17track.net/en

 

Where do you ship your orders from?

Our orders are shipped from our store in Parramatta where you are also able to collect your order. Please note some items do come from warehouse which may hold small delays to get to our store but you will be notified of this at the time of your order.

Can I change my address for delivery?

Yes this is no problem as long as we haven't sent it already. Please be fast in doing so as our packers work very fast and are getting orders out all throughout the day.

Once it leave we can't change the address and you will need to contact your local post office to do so

TRACKING INFO:

I haven't received my tracking number yet?

You will receive your tracking number to the email address provided in the order once your order has been posted out. Please check your order that you have entered your correct email address

When you receive your tracking number, copy and paste the number HERE to follow your shipment

**It may take 24 hours for tracking to appear on the Australia Post website once your order has been posted out**

My tracking number doesn't work..

Tracking numbers can take up to 1-3 days show up. Please be patient and if you can't see anything after 3 days please send us an email to [email protected]

International Custom and Import Fees..

If you are a Customer outside Australia you may be required to pay customs and/ import duty fees.

This is not something we have control over and we can't have these paid on our end prior to sending it out to you. We strongly recommend you check with your local customs office to get more information on this. We will not be liable to pay any customs or import fees incurred by the Customer. 

How long until I receive my order?

New Zealand:

International Standard: 6 -14 business days from dispatch

USA,UK & CANADA: 

International Standard: 10 - 14 business days from dispatch

REST OF WORLD: 10-25 business days 

**All International orders may be subject to customs check and therefore held up in customs and our shipping times do not include any time a parcel is held up.