FAQs
Ordering and Delivery
1.How much are shipping costs?
We recently adjusted our shipping rates to reflect higher freight provider costs due to rising fuel charges. For orders within Australia, shipping is a flat $14 per order. For orders to New Zealand, shipping is a flat $19 per order. We do not ship internationally.
2.How do I know when my item is on its way?
Once your order or part of your order ships, you will receive a confirmation email with tracking details so you can follow its progress.
3.Do you offer Express Post?
No, we currently do not offer Express Post. All orders are shipped using standard Australia Post services.
Returns and Refunds
1.Can I return an item?
You may return an item within 14 days of receiving it if it is faulty or not what you ordered. Please contact us with your order details before sending it back. We cannot accept returns for change-of-mind purchases in accordance with Fair Trading regulations.
2.What if my item is damaged or incorrect?
If your item arrives damaged or you received the wrong product, please contact us immediately with a photo and your order number. We'll arrange a replacement or a full refund, including any shipping costs.
Payment and Security
1.What payment methods do you accept?
We accept PayPal, Mastercard, Visa, American Express, and Apple Pay. All payments are securely processed by Stripe at checkout.
2.Is my payment information secure?
Yes. We use SSL encryption and industry-standard security measures to protect your payment and personal information. We do not store your payment details; they are handled securely by Stripe.
3.Can I split payment across multiple methods?
No. We currently accept one form of payment per order.
Accounts and Support
1.Do I need an account to place an order?
No, you can place an order as a guest. However, creating an account allows you to track your orders, manage your details, and enjoy a faster checkout process in the future.
2.How can I contact customer service?
You can contact us via email. You can find our email address in the footer section of our website. We aim to respond to all inquiries promptly.
Account Migration
1.Why do I need to create a new account?
We have moved to a new store system. Existing customer accounts did not carry across, so returning customers need to create a new account.
2.Can I use my old email address?
Yes. You can create a new account using the same email address you used before.
3.What happened to my previous order history?
Previous orders are not visible in the new customer account area, but support can still look them up for you if needed.
4.What happened to my gift voucher or store credit?
Gift voucher records were migrated into the new system. If you believe a voucher balance or store credit is missing or incorrect, please contact support and we will check it manually.
5.Will my old password still work?
No. You will need to create a new password when you set up your new account.
