- FAQ - SHIPPING & RETURNS
FAQ - SHIPPING & RETURNS
Shipping /Returns FAQ
Q. What is the shipping fee for Australia wide and New Zealand ?
A. We have a flat rate shipping and handling fee of $14.99 per order.
Q. How quickly will my order be dispatched ?
A. We pick and pack your order within 1-2 business days of ordering .The delivery takes about 2-4 business days , generally depending the time of the year and how much Australia Post is busy .
If you live in a hard to get place for the postal team then expect your delivery to take 5-7 business days.
Q. How do I track my order?
A. To track your order you can click on the tracking number sent to you via email when your order is shipped and will give you the location of your parcel , if any issues please email us on firstname.lastname@example.org
Q. Can you Express Post?
A. Certainly ,just contact us on email@example.com or call on +61431739908 and we can organise it for you at the best possible rates .
Q. Where do you ship to?
A. Worldwide! If you are unable to find your country on the checkout please contact us at firstname.lastname@example.org or call us on +61431739908 with your order request and we would love to assist you
Q. Who do you use to post my parcel?
A. We use Australia Post for most of our orders .
Q. How will my parcel be delivered ?
A.When the Australia post delivery comes in and you are at home its very easy , you can simply sign for the delivery .In the case you are not at home when the delivery person comes they would leave a calling card to be collected from the nearest advised Post office .There is an option though in which when contacted by Australia post you can authorise them to leave it at a designated spot .
We will email you with the tracking information as your order is shipped and you would be contacted by Australia post as well regarding the delivery also
Q. Can I change my order after placing it?
A.Certainly .You just need to contact us ASAP by either phone or email at email@example.com and we can add on the changes if the parcel has not been packed already .Any addition cost or refund would be advised to you
Q. What happens if I put the wrong address in?
Australia Post should return your order back to us .If this happens we can arrange to resend it you on the correct address as advised by you , but there would be a reshipping fee
Q. Can I pick up from in store?
A. Unfortunately not at present but we are working on this ….
Q. Can I exchange my ordered items if I change my mind ?
Yes for sure you can change your mind .The items needs to unopened and unused and should be posted back to us at your cost within 30 days of the order .Please contact us at firstname.lastname@example.org or call us on +61431739908
Q. My order or part of my order is on preorder, when will it be shipped?
A. If an item is on preorder, we will hold the whole order until the item arrives and then ship the whole order in one. If you would prefer an alternative arrangement, please email on email@example.com
For example an order contains 3 items in which 2 are in stock and rest one is a preorder then the whole order of 3 items would be shipped together when we receive the preorder item in stock .
Please note we do our best to ensure the delivery of preorders as stated on on the website/product page , but international shipping at times can be a process of juggling between supply arriving ,custom clearance , local transportation , product arriving not as per plans .We will ensure that if there is any unwanted delay we would update you
Q: What happens if my parcel does not arrive at all or is later than I expect
A: We use Australia Post and courier companies to deliver Australia wide. If your parcel goes missing we will lodge a formal request with Australia post/courier which can take up to 5-10 business days to complete. If your order is not located we will resolve with a refund or replacement .We will not refund in case you have put in an incorrect address or you have chosen to authorise the parcel to be left at your premises in your absence .If Australia Post does not deliver to the time frames they state and your order is later than expected, we cannot be held liable for any damages including discounts on an order. You can lodge a formal complaint, as the owner of the parcel with Australia Post/courier used .Though until now we have packed so many parcels and not had a single case of this .
Q. Can I return my order?
A. We stand by our product 200% it is unlikely that you would be unhappy with it but in the rare case that happens we are here to help.We assure you that as just with our selling process the return process is also aimed at customer satisfaction.
You may return most new, unopened, unused items within 30 days of your order for a full refund minus the shipping cost. You would need to bear the responsibility to return the item to us including the return shipping cost.
Q. What is the return process?
Simply contact us at firstname.lastname@example.org or call us on +61431739908
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).