Our Shipping Policy
We know you’re eager to get your new purchase, so we aim to dispatch orders as soon as possible. We try our hardest to meet all delivery times. Depending on the location of your goods, your order may be split into multiple parcels to get to you faster.
All orders will be processed Monday – Friday. Please Note: If your order contains any clearance items this may delay the dispatch of your order by 2 – 3 days.
Christmas Guaranteed Delivery times
DELIVERY UPDATE DURING COVID-19
Shop safely and with confidence with contactless delivery. Signatures are no longer required for all parcels.
Couriers will knock on the door as usual and step back two metres (or as far back as safe). They will wait for someone to come to the door and greet them as usual. They will then ask for the recipient's name (to record proof for delivery) and leave the parcel on the ground at their feet. If no one comes to the door and there is no Parcel Leave service in place, the courier will follow the standard process which is to leave a card with details of the delivery and return the parcel to the depot.
Visit the Australia Post & DHL Express websites for the latest COVID-19 service updates.
Please note, due to unprecedented demand, delivery delays of 3-4 days are expected.
- Orders under $100 $10.00
- Orders over $100 FREE
- Bulky Orders $40.00
*Bulky items are those with either a high weight or large cubic volume. Products are allocated as bulky as determined by the shipping methods of our courier companies and will incur a flat rate fee. At checkout, you will be notified of shipping costs for your approval.
When will I receive my order?
All orders are processed Monday – Friday and we aim to have your goods dispatched within 2-4 business days. Standard Australian orders travel with Australia Post and in some cases DHL Express when processed from our New Zealand warehouse. If your purchase contains bulky goods, then your order will travel with either: Allied, Toll, or TNT.
Please note: If your order contains any clearance items this may delay the dispatch of your order by 2 – 3 days.
Once your order has been processed and collected by courier, indicative delivery times are as follows:
- Australia Post – Standard service: 2-5 business days.
- DHL express: 2-3 Business days.
- Bulk Delivery can take a little longer, so please allow an additional 2 working days.
- Regional or Rural areas can take just a little longer so please allow 3 – 10 business days after dispatch.
We recommend keeping a close eye on your tracking to see how far away your parcel is.
Can I change or cancel my order?
We try to process your order as quickly as possible, which means we won't be able to make any changes once your order has been placed. However, you may be able to cancel your order and place a new one instead. If it’s too late to cancel the order, you can return any unwanted items and receive a refund. Please check our Returns & Exchanges process for more on how to do this.
I still haven’t received my order?
Occasionally when processing your order, there may be delays, especially during busy periods (including sale). There may also be other factors contributing to your order being delayed, such as Public holidays, postal/delivery partner delays, traffic delays, logistics, bad weather or if our delivery partners are unable to access the delivery address. We'll keep you as updated as we can, and you should be able to track your parcel’s progress.
If you have any other questions or concerns, feel free to contact firstname.lastname@example.org Please Note: If your order contains any clearance items this may delay the dispatch of your order by 2 business days.
I'm missing an item from my order, what should I do?
We sincerely apologise if there’s an item missing from your order. However, there may be a simple solution. We recommend checking your emails (including your junk/spam folder) to see if:
- We’ve sent your items in separate parcels and notified you they’ll be arriving separately.
- The item(s) you ordered were out of stock and we’ve informed you of this.
If you still can’t find a reason why your item is missing, please contact email@example.com with the following information so we will resolve the issue for you as quickly as we can.
- The order number (example AU00123456)
- The item you’re still waiting to receive (example 112971.Blk00.10)
What if the product I ordered is out of stock?
If the product you ordered is out of stock, we will contact you. Where possible, our team will try to offer an alternative colour, otherwise a full refund for the item will be given.
I've received an incorrect item in my order, what do I do?
If in the event you've received an item you haven't ordered, please contact our Customer Care team on 1800 325 215 with the following information, so we can investigate and advise you of the quickest solution:
- The order number (example AU00123456)
- The incorrect item's product code (example 112971.Blk00.10)
- The item you’re still waiting to receive
I've received a faulty item, what should I do?
We aim to sort out any issues with faulty items straight away. As soon as you discover a fault, please contact firstname.lastname@example.org with the following information:
- The order number (example NZ00123456)
- The faulty item's product code (example 112971.Blk00.10)
- A photo of the product and description of the fault/damage
Will I have to pay customs and import charges on my international order?
In some cases, we may process Australian orders from our New Zealand warehouse. Our Australian customers are not expected to pay customs or import charges. If, by any chance you’re being contacted by DHL couriers about duty charges, please contact our Customer Care team on email@example.com