All of those questions you wanted to ask. Don't see the answer you need here? Don't hesitate to contact us, we will appreciate the opportunity to help.
**All orders ship carbon neutral**
Contact Information
If you require any assistance with ordering please email us to [email protected] or by using the contact form on our contact page. Communication in writing is the most timely way for us to ensure that customers are contacted in the fastest possbile timeframe.
Shipping Costs
Our shipping vary, using competitive customised rates. Please see our specific shipping page for more information.
If you purchase an item on preorder please be aware that other items in your order will not ship until that item is available. We recommend placing items into a separate order or contacting us to pay a second postage amount to facilitate immediate despatch for those items.
Delivery Timeframes and Communication
We aim to despatch your items within 0-7 business days and most orders are sent in these timeframes. Our system will automatically send you an email containing relevant tracking codes for your order on despatch so that you can monitor the status of your parcel delivery at your convenience.
Please note that if you are not home to collect a parcel sent by Auspost, it will be taken to your local post office for safe keeping. You will be able to see this using the tracking information in the shipping confirmation email that we send, and will also be given 2 opportunities to be notified by Auspost with a card left inviting you to collect the item at the post office. If after all this you are still not able to collect the item in a timely manner which Auspost deem to be 2 weeks, the item will be returned to us at a cost of $15.95. This item will be deducted from any exchange credit value and the charges incurred to resend the item will need to be met by the customer.
Domestic Shipping and Delivery
We cannot be held responsible for transit times once orders have been despatched but have invested in premium delivery services wherever possible in an effort to ensure a good experience for our customers.
International Ordering
International orders may only be paid by Paypal to ensure we have some protection against missing items and fraud. We ship all international orders using Auspost Express Courier International which is a premium, trackable service with signature on delivery.
Out of Stock Items
We have both a retail store and warehouse space. If you see an item as available our online store that usually means we have it in stock locally, however there are some situations such as stock damage or theft or off site storage can interfere with this. In addition on the very rare occasion an item may sell in our retail store before it is picked for an online order. If this happens we email you as soon as the issue is discovered to give you the choice of waiting on restock, substitution to an alternative product or refund. Please be understanding that we are human and from time to time error or misfortune may affect your order.
Local Pickup
We offer free local pickup from our store at 44/3 Dyson Court, Breakwater. We do reserve the right to contact you and provide you with a delivery quote or opportunity to cancel your order for items uncollected after 1 months, or for heavy items and/or products located in off site storage.
Heavy/Bulky Orders
On rare occasion there may be an increase in the delivery fees payable as the result of the size your order or other unforeseen circumstances. If your order is affected by a special delivery fee we will notify you to confirm your order.
Changes of Mind/Order Cancellation
We offer store credit for changes of mind made within 30 days of purchase, where the goods are in new and unused condition. Customers are responsible for any return postage costs. Please read our store policies page for more information about returns. We do not offer refunds on order cancellation for any reason other than as required by the Australian Consumer Guarantee.
