Frequently Asked Questions
Yes, you can change or cancel your order at any time before it has been dispatched by our warehouse team. You can do this by emailing us at firstname.lastname@example.org.
BG Hint - We suggest calling us if this requires urgent action 07 3060 8339
If you have received an item that is faulty or damaged, we want to help fix this as quickly as possible. Kindly email us at email@example.com with detailed photos of the item/s so we can help find a solution that’s best for you. Please don’t complete a return through our online portal, unless otherwise advised by our Customer Care team.
Delayed dispatch, means your item/s are available to purchase, but there is just a small wait while we get them in from the supplier.* You will be advised at both checkout and in the order confirmation email how long it should take until you receive your item/s. We will also send you an email confirming the expected dispatch date.
If you are ever unsure, you can always email us or call our helpful team to ask about delayed dispatch times and stock availability.
*Please note each brand is on their own dispatch time frame.
As soon as you receive your order confirmation please reach out to our Customer Care team with the correct details. If your order has already been dispatched, you may need to try and contact the delivering courier company first, using the provided tracking number to see if they can re-direct this to the correct address.
BG Hint: The easiest way to update your address is via Live Chat, our team is available 24/7. Please be sure to have your order number handy!
Please know we endeavour to process your returns ASAP.
Refunds are processed when the return is scanned as 'In-transit' with Australia Post and it can take an additional 3-5 business days before this is reflected in your bank account.
For exchanges, the process commences once the returns label on your returned parcel is scanned in at the Post Office. If the items required are in stock, we dispatch this as soon as possible for you, and if they are not in stock they will be ordered straight away. If you are ever unsure, contact our Customer Care team so we can help.
Using the provided tracking details, we suggest contacting the delivering courier company first to see if they have more information available for you, as it could be that it’s slightly delayed. If the couriers have no more information for you, please call our Customer Care team on 02 8294 9900 and they will look into this for you.