Order Policies
Thank you for considering shopping with us. In order to provide the smoothest ordering process possible, the following policies apply to all orders placed with us either online or over the phone. If you require clarification on any of the following points please do contact us.
STOCK AVAILABILITY
Items on our website are generally held in stock. When an item is not in stock there will be a 'notify me' button on the product page. By using this service, you will receive an email as soon as the item comes back into stock. Main lines are restocked atleast weekly.
While we aim to provide accurate stock information at all times, on occasion quantities can be incorrect due to breakages, supply errors and other warehousing factors. When an item listed as in stock cannot be shipped, you will be provided with available options via email.
CANCELLING AN ORDER
Customers are welcome to cancel any unshipped orders at any time. Please note as we dispatch orders very quickly, we may not process email requests in time. Due to this we require cancellations to be requested over the phone.
Once an order has been shipped we are unable to cancel. Please refer to our return policy if an unwanted order is already on its way to you.
CUSTOMER SERVICE EMAILS
When we require further information from you relating to your order, we will contact you via email.
This can happen if we receive an incorrect delivery address, conflicting orders or for any reasons as noted above.
If a response is required and is not received within 72 hours we may cancel your order. If an order is cancelled you will be refunded and notified accordingly.
Customer Service emails sent to you can also be found by logging into your account via our website.
DAMAGED ITEMS
While we package our orders very well and take every care when dispatching, occasionally items can arrive damaged. If you have recieved a damaged item please contact us within 7 days of receiving your order.
We will request a photo of the damaged goods so we can assess and offer an appropriate solution.
We may ask that you return the damaged item to us. If this is the case, we will provide a prepaid return label for you to attach to the package and take to the post office. When returning an item please ensure it is packaged well to prevent further damage.
Once we have received the damaged item back to us we can arrange a replacement or a refund.
REFUNDS
When a refund is required, it will be processed via the payment method used when placing the order. Refunds are generally processed within 48 hours of approval. Some payment options such as Afterpay and Zippay can take up to a week to appear back into your account.
CHANGE OF MIND RETURNS: In order for us to process a change of mind return you must make contact via email or phone within 7 days of receiving your order. Once your return request has been approved you must return the item in as-new condition, with all original packaging. Refunds are offered on the purchase value less the cost of shipping. Items received back not in as-newcondition are processed at our discression dependant on salability of the item.
ITEMS DAMAGED IN TRANSIT: Refunds are issued as per Damaged item policy above.
ITEMS LOST IN TRANSIT: We can lodge enquiries with Australia post for items that fail to arrive within the estimated delivery time frames. The length of time Australia Post takes to process such lodgements vary. Once Australia Post deems the item lost, we can issue either a replacement a full refund to the customer.
