Orders and Products

Q: How do I place an order?
A: Simply browse our products, add items to your cart, and proceed to checkout. You will need to provide your delivery and payment details. You will receive an order confirmation email after placing your order.

Q: Do I need to create an account to order?
A: No, you can checkout as a guest. However, creating an account allows you to track orders, view order history, and save your details for faster checkout.

Q: Can I cancel or change my order after placing it?
A: Please contact us immediately. We will do our best to accommodate changes, but once your order has been dispatched, we cannot change or cancel it.

Delivery and Shipping

Q: How long does delivery take?
A: Our standard delivery timeframe is 3 to 4 weeks from the date of order confirmation. However, depending on your location, product availability, stock shortages, and postage conditions, delivery may take 4 to 6 weeks. We will update you on the dispatch status and estimated delivery timeframe via email. Please note that for some products, particularly those dispatched directly from our overseas suppliers, a tracking number may not be provided. If you have any concerns about your delivery, please contact us for an update.

Q: What if my delivery is delayed?
A: We understand that waiting can be frustrating. If your order exceeds our stated timeframe, please contact us. We will investigate with our supplier or courier and keep you updated. However, please note the following:

Refunds for late delivery will not be provided if the product has been opened, used, or damaged by you;

You must notify us of any damage or delivery issues within 24 hours of receiving the product with clear photographs and proper evidence;
Late delivery refunds may only be considered if the product remains unopened and unused and the delay is unreasonable.

This policy protects against false claims where products are used and then repackaged before contacting us. If you receive a product that is damaged or defective, please inspect it immediately upon delivery.

Q: Do you ship internationally?
A: We may ship internationally depending on product restrictions and Australia Post charges. Please contact us before placing an order if you are located outside Australia to confirm whether we can ship to your location. Additional shipping charges, customs duties, and taxes may apply and are your responsibility. Some products may be restricted from international shipping due to regulatory requirements.

Q: Who pays for shipping?
A: Shipping costs are calculated at checkout based on your delivery location and order weight. You will see the total before completing your purchase.

Q: What if my order is lost or damaged in transit?
A: If your order arrives damaged, please contact us immediately with photographs/videos. If your order is lost, we will lodge an investigation with the courier. Please note that risk passes to you upon dispatch. However, we will assist in resolving the issue with the courier.

Returns and Refunds

Q: Can I return an item if I change my mind?
A: We are not legally required to accept change of mind returns. However, we may accept them at our sole discretion subject to conditions (time limits, original packaging, restocking fee, store credit). Please see our Returns Policy for full details.

Q: What if my product is faulty or damaged?
A: Under the Australian Consumer Law, you are entitled to a repair, replacement, or refund for faulty products. Please contact us within 24 hours of receiving your order with your order number and photos/videos of the fault or damage. We will arrange a remedy promptly.

Q: Can you say “no refunds” for sale items?
A: No. Under the Australian Consumer Law, your rights to a refund for faulty products apply regardless of whether the item was on sale or a clearance item. Statements suggesting otherwise are misleading and unlawful.

Q: Do I need to keep the original packaging for returns?
A: For change of mind returns, yes – we require original packaging. However, for faulty products, the original packaging is not required; your consumer guarantee rights cannot be denied simply because you no longer have the packaging.

Q: Who pays for return shipping?
A: We cover return shipping costs for confirmed faulty or damaged products. For change of mind returns (if accepted), you are responsible for the return shipping cost.

Pricing and Payments

Q: What currency are your prices in?
A: All prices are in Australian Dollars (AUD) and include GST where applicable.

Q: Is it safe to pay on your website?
A: Yes. We use secure payment gateways and SSL encryption to protect your payment information. We do not store your credit card details on our servers.

Australian Consumer Law

Q: What are my rights under Australian Consumer Law?
A: Under the Australian Consumer Law, you are entitled to:
Products of acceptable quality (safe, durable, free from defects);
Products that match their description;

Products that are fit for the purpose we stated or you disclosed.
If these guarantees are not met, you may be entitled to a repair, replacement, or refund.

Q: How long do my consumer rights last?
A: Your rights last for a “reasonable time” depending on the nature and price of the product. Warranties do not replace consumer guarantees – you may still have rights even after a warranty has expired if the product should reasonably have lasted longer.

Q: Can your Terms override my consumer rights?
A: No. Under the Australian Consumer Law, we cannot exclude, limit, or modify your consumer guarantee rights. Any terms attempting to do so are unlawful and unenforceable.

Privacy and Data

Q: What personal information do you collect?
A: We collect your name, contact details, delivery address, order history, and payment information. We also collect website usage data through cookies. For details, please see our Privacy Policy.

Q: Will you share my information with third parties?
A: We share your information with trusted third parties only where necessary to fulfil your order (e.g., payment processors, shipping partners) or where required by law. We do not sell your information.

Q: Can I unsubscribe from marketing emails?
A: Yes. Use the unsubscribe link in any marketing email or contact us directly.