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FREQUENTLY ASKED QUESTIONS

Here are the answers to some of the common questions we receive



How do I contact customer service?

You can fill out the online form on the Contact Us page and we will reply to you as soon as we can. The Customer Contact Centre business hours are 9:00 am to 5:00 pm Monday to Friday (Australian Eastern Standard Time - Sydney).


Do I need to set up an account to place an order?

You can shop without creating an account.

However, registering does have some benefits:

  • Track your orders and review past purchases
  • Request a return or exchange directly from your account
  • Add sold out items and products you love to your Wish List
  • Receive exclusive promotions
  • Save your address and card details so you can shop even quicker next time

Please note: Emails from us may appear in your junk/spam folder.


I’ve forgotten my password – what should I do?

To reset your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via email.


What happens when we receive a failed delivery attempt notification?

Please contact the freight company or local post office to collect/or arrange a redelivery of the item(s). They will only redeliver a certain number of time.


Can I change my order before it’s sent out?

If your order has not been dispatched, we're more than happy to assist.

Please contact our customer service team urgently on the Contact Us page and we will process additional payment or refund differences at the earliest convenience.


I have not received an order confirmation

Order confirmations are emailed automatically to the email address provided when processing your order.

It may appear in your junk/spam folder. If you have entered an incorrect email address and have not received our Order Confirmation – please Contact Us to update your details.


What is a backorder email?

Our website display's if an item is out-of-stock and an approximate lead time for ordering. However, if you're happy to wait for the lead-time, please 'Add to Cart' and proceed to check-out.

Once your order has been processed, a backorder notification will be sent advising an approximate date of dispatch for your out-of-stock items. We can also recommend alternatives if the date does not suit your time-frame.


How can I check if a product is in stock?

Our website should display if an item is out-of-stock and an approximate lead time for ordering.



Is GST included in the online web price?

All our prices are including GST.

GST is added to your order if applicable at the time of order placement and is confirmed prior to making payment upon checkout.



How can I track my order?

Once your order has been dispatched, we will send you an email. You can follow the status of your order using the tracking number provided in this message.


If I only placed one order, why am I receiving multiple parcels?

Purchases are shipped from our sellers, therefore if your order contains items from multiple sellers, they will be shipped to you separately, from different locations.


I’ve received one item, but where’s the rest of my order?

Items are shipped by the seller, so if your order comprises of items from multiple sellers, each item will arrive separately. Please check the delivery information provided for each item for full details. If you still have concerns please Contact Us.



Can I contact the seller, as I have a query about the product?

Please contact our friendly Customer Contact Centre, and they will be happy to contact the seller on your behalf to answer your product queries.