Frequently asked questions
Order Support
Why am I not receiving email updates?
Why am I not receiving email updates?
If you're not getting our emails, it could be due to one of the following reasons:
- An incorrect or missing email address was entered at checkout.
- Our emails might be landing in your junk or spam folder—be sure to check there.
If you've confirmed your email is correct and still aren't receiving updates, feel free to contact our support team for help. We're happy to assist!
Can I change or cancel my order?
Can I change or cancel my order?
If your order hasn’t shipped yet, we’ll do our best to make changes or cancel it—just email us as soon as possible.
Once the order has left our warehouse, changes aren’t possible, but you can still return it after delivery following our return policy.
My order is missing an item. What should I do?
My order is missing an item. What should I do?
Don’t worry—first, check your tracking details. Some items may ship separately and arrive at different times.
If everything else has arrived and something is still missing, just send us an email. We’ll sort it out quickly for you.
I entered the wrong address. Can you fix it?
I entered the wrong address. Can you fix it?
If your order hasn’t shipped yet, we can still update your address—just email us immediately.
If it’s already in transit, we recommend reaching out to the courier to request a change. If the package gets returned to us, we’re happy to resend it (please note: additional shipping fees may apply).
What if my package says 'delivered' but I haven’t received it?
What if my package says 'delivered' but I haven’t received it?
Start by checking with housemates, neighbors, building reception, or your local post office—packages are often left in a safe spot nearby.
If it’s still missing, email us and we’ll help track it down. We're here to help until it's in your hands.
I placed my order incorrectly—can I still cancel it?
I placed my order incorrectly—can I still cancel it?
If you need to cancel your order, contact us as soon as possible. Once the order is being processed by our warehouse, we usually can't stop it—but if we catch it in time, we’ll cancel it and issue a full refund.
If it’s already shipped, no problem—you can still return it through our standard Returns Process.
There’s an extra charge on my bank account—was I double-charged?
There’s an extra charge on my bank account—was I double-charged?
If you see a second charge, it’s likely an authorization hold, not an actual payment. This is a temporary verification by your bank to confirm you have sufficient funds.
It should disappear from your statement shortly. If you're unsure, we recommend checking with your bank for confirmation.
I didn’t receive my invoice—how can I request it?
I didn’t receive my invoice—how can I request it?
No problem! Just send us an email, and we’ll be happy to provide your invoice promptly.
I forgot to use my discount code—can I cancel the order and place a new one?
I forgot to use my discount code—can I cancel the order and place a new one?
No need to cancel! Just email us with your discount code, and if it’s still valid, we’ll gladly apply it to your existing order or refund the difference.
Shipping & Delivery
How does shipping and delivery work?
How does shipping and delivery work?
Orders are typically processed and shipped within 24–48 hours of purchase.
Delivery usually takes about 2–3 weeks, with most packages arriving in around 2 weeks. You’ll receive tracking information as soon as your order ships.
How can I track my order?
How can I track my order?
As soon as your order ships, we’ll send you an email with your tracking number and a link to follow your delivery every step of the way.
Help! I think my order is lost!
Help! I think my order is lost!
Don’t worry—we’re here to help. If you suspect your order is lost or delayed, just send us an email. Our support team will investigate and work with you to find a solution. Your satisfaction is our priority!
Do you ship internationally?
Do you ship internationally?
At the moment, we only ship within Australia. We’re proudly Australian-based and currently focused on serving our local customers. Stay tuned for updates as we expand!
How much does shipping cost?
How much does shipping cost?
Shipping is completely free on all orders—no hidden fees, no surprises at checkout.
Why is my tracking number not working?
Why is my tracking number not working?
Tracking numbers can take a couple of days to become active. While your package has likely already shipped, updates may be delayed as it moves through our shipping partner’s system.
If you see an error message, don’t worry—just give it a little time. Your tracking should update shortly.
Why isn’t my tracking number updating?
Why isn’t my tracking number updating?
Occasionally, tracking statuses don’t update in real-time due to high courier volumes or unexpected delays in transit.
If your tracking hasn’t moved for a while, feel free to contact us—we’ll happily check in with our Logistics Team and provide an update.
Where are your products shipped from?
Where are your products shipped from?
While we’re an Australian-registered business, we work with trusted distribution partners around the world to ensure faster and more efficient delivery. Every product is carefully sourced to meet our quality standards and your expectations.
Payments
Currency Issue?
Currency Issue?
All prices on our site are listed and processed in AUD (Australian Dollars).
If you notice any discrepancies or run into issues at checkout, please don’t hesitate to contact us—we’re here to help!
What payment methods do you accept?
What payment methods do you accept?
We accept all major payment options, including:
Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay
Is my payment information secure?
Is my payment information secure?
Absolutely. We use SSL encryption to safeguard your data, and we never store your credit card details.
Can I use a discount code?
Can I use a discount code?
Absolutely! If you have a promo code, just enter it at checkout or in your cart—the discount will apply automatically.
If you run into any issues, our support team is always here to help.
Returns & Exchanges
How do I start a return or exchange?
How do I start a return or exchange?
Just send us an email with your order number and the reason for your return. We’ll walk you through the next steps.
Once we receive your item, we’ll process your full refund within 10 business days.
Do I have to pay for return shipping?
Do I have to pay for return shipping?
If your item is faulty or incorrect, we’ll cover the return shipping costs.
If you're returning an item because you changed your mind or ordered the wrong product, return shipping is your responsibility. We recommend using a trackable shipping service, as we can’t be held responsible for lost returns.
What if I receive a damaged or faulty item?
What if I receive a damaged or faulty item?
We’ve got you covered. If your order arrives damaged or defective, please take clear photos of the item and packaging, and email them to us within 48 hours of delivery.
We’ll assess the issue and send you a replacement or full refund—at no extra cost.
How long do refunds take?
How long do refunds take?
Once your return is approved, refunds are typically processed within 10 business days, depending on your payment provider.
If you used Afterpay, your payment plan will be adjusted accordingly. If you haven’t seen your refund after 10 days, check with your bank or provider. Still need help? Just reach out—we’re here for you.