Frequently Asked Questions
How do I place an order?
Simply view the item you wish to purchase, select an appropriate size (if applicable) and click the ADD TO CART button. Follow the instructions and choose to checkout as a guest or register an account. Please note that in order to purchase from us you will need to pay by credit/debit card or PayPal.
Can I contact you by phone?
Contacting us via email at email@example.com enables us to respond to your queries more quickly and efficiently; however, if you would like to speak to someone directly then you can contact us by phone on +61 415 805 170.
How can I change my registered email address and/or password?
When you log in to your account there is the option to edit your account information, including your email address and password.
Do you have a catalogue?
Unfortunately, at this time, we not print a catalogue. All products held in stock are available through our website, please email us if you can not find the item you are after at firstname.lastname@example.org. To keep informed about our latest collections and product releases join our mailing list.
Do you offer wholesale?
Yes we do. All wholesale enquiries should be made to email@example.com who are the official Merchandise provider.
Do your prices include GST?
All product prices shown on our website include GST at the current rate.
Are your products manufactured ethically?
We are by no means a corporate company but we recognise that there are certain responsibilities that any business should uphold. We ensure that all of our suppliers are fully certified and never use sweatshops or any form of child labour.
When will my order be dispatched?
Our warehouse aims to dispatch all orders within 48 hours. Occasionally, during peak times of the year, orders may take up to 7 business days to be dispatched. If it seems that your order will take longer to dispatch due to waiting on stock etc. we will attempt to contact you via phone and email. For this reason, please include correct and up to date information when placing the order and filling out your details. Orders placed after 1pm on a Friday and during the weekend will be dispatched on the following Monday, excluding Public Holidays.
How long will it take for my order to be delivered?
The expected delivery time for a standard order being shipped to an Australian address is 2 - 5 working days. The shipping time for orders outside of Australia will vary depending on the location, for example, postage to Perth can take up to 13 business days.
My order received was incorrect, or the size is wrong.
Please contact us by using the contact us section of the website for all enquires of this nature. We will try our best to quickly amend any mistakes that have been made.
My order received was correct, however i would like an exchange.
Please contact us by using the contact us section of the website for all enquires of this nature. If you wish to have the items exchanged, we will happily exchange the items of equal or lesser value, or simply swap them for a different size or style if the stock is available. You will have to pay the cost of shipping the items back to us, and also the cost for us to re send the items. The easiest way to do this is by including an extra return satchel when you send the parcel back to us.
My order received was correct, however i would like to send it back for a refund.
No problem, however to be eligible for a return, your item must be in the same condition that you received it, unworn or unused, natural smelling, with tags, and in its original packaging. Please do not wash any items before sending them back. You will also need the receipt or proof of purchase. Failure to meet these needs can result in unaccepted return. You will need to pay additional shipping if you wish to have the item(s) re-sent to you after an unaccepted return.
Please send the items you would like to return to:
305 Gooch Street, Thornbury, VIC 3071
Please note, we will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund, and have it show up in your account (5-10 days).
What will happen if I’m not in when you deliver my parcel?
The carrier will leave a card informing you that the delivery has been attempted. On this card will be instructions as to how to obtain your parcel. If a parcel was meant to be delivered and no card was left, please contact us using the contact us section of the website.
Can I pick up my order directly from your office or warehouse?
We do not keep any stock at our office and orders are dispatched from our warehouse. Unfortunately it is not possible to pick up your purchase directly.
Can you leave the delivery at an agreed hiding place?
Unfortunately, the delivery can only be made to the address that was supplied when the order was made and requires a signature on receipt.
Can someone else sign for my delivery?
Yes, anyone at the specified address can sign for the goods.
As a non Australian resident, do I have pay import charges?
Any customs or import duties are levied once the package reaches its destination country. Customs charges vary widely from country to country and we have no control over them and cannot estimate how much they will be. The charges must be paid by the recipient and we recommend that you contact your local customs office if you require further information.
Do you deliver to P.O. Box addresses?
No, we do not deliver to any form of Post Office Box, please provide a residential or business address.
Which forms of payment do you accept?
We accept all major debit and credit cards, through our Secure Online payment system.
How can I change the delivery address of my order?
When you log onto your account there is the option to edit your existing address details or add a new address. If you have already placed your order then please call us on +61 415 805 170 and, if the order has not yet been dispatched, we can amend the delivery address.
How do I return an item for an exchange or refund?
Please refer to our returns page.
How long with it take to process my exchange or refund?
We endeavour to process all exchanges and refunds within 48 hours of receipt. Please note that in some instances this can take up to 7 days depending on the nature and timing of the request.
What do I have to do if I have been refunded the wrong amount?
Regrettably mistakes can happen so if you think you have been refunded the wrong amount then please contact us on firstname.lastname@example.org with your order number and the required refund amount.
Do I have to pay for return postage?
We do not cover the cost of items that are returned for an exchange or refund. Please note that the item being returned is your responsibility until it reaches us and we recommend that you send the parcel using a tracked delivery service that insures you for the value of your goods.
When is my payment processed?
After your order has been submitted our systems immediately contact your bank or card issuer for authorisation to take payment from your account. If authorised, you will receive an email within a few minutes confirming your order and payment will be taken shortly after. If there is an issue with your order then we will contact you by email. In the event that we are unable to resolve the issue and dispatch your order we will issue a full refund. Please note that some banks may still reserve your funds for a given period of time.
Do you refund the delivery charge for returned items?
We will only refund the delivery charge for returned items where the item has a defect or where the incorrect item was sent. In all other instances the delivery charge is non-refundable.
Why haven’t you replied to my query?
Our policy is to respond to all customers enquiries within one working day. If you have not received a reply it could be due to your email client having filtered it as spam or, if your mailbox is full, rejecting it. If you have not received a reply within 2 working days then please contact us, providing your name, email address, order number (if applicable) and original query, on +61 415 805 170.