- Where do you ship?
We ship worldwide except to a select few destinations where our shipping providers do not currently provide their services. We aim to provide as much coverage as possible. Our primary locations are Australia and the UK.
- How long will it take for my order to arrive?
For Australia and the UK, we estimate that you will receive your order within 3 to 4 business days if you have selected standard shipping and 1 to 2 business days if you have selected express shipping. This does not include processing times, however, we endeavour to process your order within 24 to 48 hours of it being placed, excluding weekends and public holidays.
We ship from NSW in Australia. Deliveries within NSW will be quicker than interstate deliveries, especially to WA. In the UK, we ship from London, England.
For all other destinations, shipping times may vary but we estimate that you will receive the product within 7 to 15 business days. This is subject to customs clearance times in your country.
Please reach out to us at firstname.lastname@example.org if you haven’t received your order within the estimated time frames and we will try our best to find out its status. Please also check in with your local post office to make sure it is not sitting there waiting for collection.
- How long do you take to process orders?
We aim to process orders within 24 to 48 hours of them being placed through our website, excluding weekends and public holidays. If you select an “express” shipping method, we will prioritise your order to ensure it can reach you as soon as possible.
There may be slight delays at times when we are experiencing a high volume of orders. We appreciate your support, and we will work hard to make sure you get your order as soon as possible.
- Can I change my delivery information after my order has been placed?
If you wish to make a change to the delivery information after placing your order, please reach out to us at email@example.com as soon as possible and we will try our best to make the requested changes.
Once the order has been processed, we will not be able to make any changes to the delivery information. Please reach out to your local post office to see if they can make any changes, but please note that if any changes are made directly with your local post office, we will not be responsible for any lost or undelivered parcels.
- How do I track my order?
We aim to provide tracking information for all orders to allow the delivery to be tracked online. On occasion, the package will not be able to be tracked once it has entered the destination country and transferred over to the local postage network.
If you have not received a tracking number via email, please reach out to us at firstname.lastname@example.org with your name and order number and we will provide you with the tracking number if one is available.
If you have selected a “no tracking” shipping option, there will be no tracking information available. If you have not received your order, please email us at email@example.com within 21 days of the order being placed and we will work with you to provide a solution. If you do not inform us within this time, we will treat your order as having been delivered and no refunds will be issued.
- International customs duties and charges
Orders being delivered outside Australia and the UK may be subject to customs duties and other taxes or charges on receipt of the product into the destination country. These will usually need to be paid before the product will be released from customs and delivered to you. These charges are your responsibility and are not included in the cost of the order. (Please note that these charges are not always incurred and will depend on the value of the order and your country’s rules).
If you are unsure whether your delivery will be subject to customs duties or other charges, you may wish to contact your local customs office before placing an order with us. These are charged by your local government and are not in any way related to us or the shipping provider we use.
If you refuse a delivery, you will not be refunded the original shipping cost and any charges we incur in having the product sent back to us.
If you have any questions, please feel free to reach out to us at firstname.lastname@example.org
Please note that due to Covid-19 related delays, in some cases, shipping is taking longer than expected. We are doing everything we can to ensure your order reaches you as quickly as possible.