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 contact us directly by phone or email. Our details can be found on our Contact Us page.
Items on our website are generally held in stock. While we aim to provide accurate stock information at all times, on occasion quantities can be incorrect due to breakages, supply errors, timing and other warehousing factors. When an item listed as in stock cannot be shipped, you will be provided with available options via email or sometimes phone to be as quick as we can to resolve. Some items are available for Pre-order. Dates listed on our website are provided by our suppliers and are subject to change. If a date changes, we aim to contact customers who have placed orders for that item as soon as we receive updated information.
Some items may be offered for pre-order prior to release date. While we aim to keep estimated arrival dates as current as possible, these are estimates and as such are subject to change. We will contact customers with pre-orders whenever we receive date changes from suppliers. Most products available for pre-order require payment in full. Orders are non-refundable unless arrival dates are changed and cancellation is requested within 72 hours of date change.
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 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 24 hours we may cancel your order. We will then attempt to contact you via phone. If an order is cancelled you will be refunded and notified accordingly.
Whilst we package our orders very well and take every care when dispatching, occasionally items can arrive damaged. If you have received a damaged item, please contact us within 2 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, 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. Please also refer to our shipping policy in relation to assessment of the damaged item and the need for assessment of insurance with the courier or if it is a manufacturing fault.
When a refund is required (please also refer to our returns policy), 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 can take up to a week to appear back into your account.
Change of Mind Returns
Please choose carefully as we do not offer refunds for change of mind of your purchases. A credit note can be offered to use in store at a later date valid for 12 months. You must contact us by phone within 14 days of purchase date to arrange this with us and you will be asked to post items back to us at your cost. Please ensure items are packaged well as we may not accept the returned item/s if they arrive damaged, opened, used or without their original packaging and tags.
Items Damaged in Transit
Refunds are issued as per Damaged Items Policy above. Please also refer to our Shipping Policy for more information.
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 lodgments vary. Once Australia Post deems the item lost, we can issue either a replacement a full refund to the customer