SHIPPING AND RETURNS
- The COVID-19 pandemic has led to a major surge in parcel deliveries, as well as causing disruptions to delivery operations. Delivery delays may be experienced.
We offer free express shipping on all Australian domestic orders over $299.
For orders under $299 within Australia, a flat rate $16.5 shipping fee will be applied at the checkout.
All orders are sent via Australia Post eParcel on an Express delivery service.
For international customers, please contact our customer service team at email@example.com or call us on +61 2 8084 8263 for shipping options.
FOR DELIVERY TIME - PLEASE NOTE
The shipping times provided are a guideline and may be subject to change. Longer delivery times may occur during peak periods (such as sale or promotional periods), inclement weather, or due to unforeseen or unavoidable events during courier delivery beyond our reasonable control. For international customers, estimated delivery times do not include customs clearance or the time the shipment is held for payment of duties or taxes.
Shipping fees for bulky goods will be calculated at checkout.
Unfortunately, we cannot ship orders to P.O. Boxes.
AFTER PLACING AN ORDER
Please allow 1-2 business days for your order to be dispatched. Following dispatch, you will receive a shipping confirmation email with tracking number.
You can order online and pick up your purchase in store. Once your order is ready to be picked up, you will receive a confirmation email.
Our store located at 78 Pacific Highway, Roseville NSW 2069.
AUTHORITY TO LEAVE
During the COVID 19 pandemic period, signatures are not required for delivery. Parcels may be left in a spot considered to be safe by the courier. Alternatively, collection cards will be left in your mail box and you can collect the parcels from your nearest post office. For more information on AusPost Safe Drop, please see https://auspost.com.au/mypost/how-to/deliveries.html?about=safe-drop
Please contact us if you have any special requirements for delivery.
CHANGE DELIVERY ADDRESS
Once your order has been placed, we endeavour to get it to you as soon as possible, therefore we cannot guarantee we will be able to change your delivery address before the order has been shipped. Please contact our Customer Service Team immediately if you would like to change your delivery address, and we will do our best to make it happen.
CAN I CANCEL MY ORDER
If you would like to cancel your order, please contact our Customer Service Team as soon as possible. Once the order has been dispatched, it will be out of our control and therefore cannot be cancelled.
DUTIES AND TAXES FOR INTERNATIONAL CUSTOMERS
When your order arrives in destination country, your merchandise may be subject to import duties and taxes. These charges, applied by your local government, are payable by you and do not included in the international shipping fee. If you refuse to pay, you are responsible for arranging a return to get a refund. You are responsible for the original shipping charges and any costs incurred by the return of your order.
Australian Export Regulations require us to declare the exact value of all items and identify the order as dutiable “merchandise”. We are prohibited by law from identifying an order as a “gift” for export purposes. Please contact your local customs office for assistance with any further information regarding taxes, duties and customs.
CAN I RETURN
You are welcome to return your purchase for any reason within 14 days from the date your parcel was delivered. Unless agreed otherwise, we will not accept returns longer than 14 days.
You must provide a valid proof of purchase (including paper receipt or e-receipt).
Returned items must be in new, unworn and unused condition, with all garment tags, original packaging and where applicable hygiene sticker still attached. We will refuse returns of items where it’s obvious that the above conditions have not been met.
For footwear, it must be returned in its original condition with the original packaging, no marks or scratches of the sole. Please be sure to try the shoes on clean surface.
Soft toys, socks, hair accessories, underwear& swimwear cannot be returned for hygiene reasons.
Final sale items or further discounted items (e.g. sale items with promotion code) are not eligible for return, unless the item is faulty or defective.
PROCESS OF RETURN
For customer within Australia
- Please email us at firstname.lastname@example.org to request a Return and Shipping label.
- Post your returning parcel to 78 Pacific Hwy, Roseville, 2069, NSW, Australia
Please note: unless the product is deemed to be faulty or wrong. Within Australia, A flat rate of $9.95 (excl. bulky goods) will be charged for return shipping. The original shipping fee is not refundable.
- You can also return your purchase in store with proof of purchase (receipt or e-receipt).
For customer outside Australia
- Unfortunately, we do not provide return shipping label at the moment. Please email our Customer Service Team at email@example.com, our Customer Service Team will assist you with your return request.
REFUND OR STORE CREDIT
- Refund or Store credit:
You may choose refund or store credit at your discretion if you contact our Cutstomer Service Team within 3 days from the date the order has been delivered, and conditons for return is fulfilled. We will usually process your return within 3 business days. Once completed, the fund will be returned to your original payment method. Please allow up to 10 days for the fund to be appeared in your account, depending on your financial institution.
- Store credit only
Store credit will be issued if you contact our Customer Service Team more than 3 days from the date the order has been delivered, and conditions for return is fulfilled. We will usually process your return within 3 business days. Once completed, a digital code will be issued to you by email. It is valid for 12 months from the date of issue.
CAN I MAKE EXCHANGE
For online customer, if you would like to make an exchange, simply place a new order, and return the original item for refund.
For our store customer, we are happy to assist with your exchange in-store, we would like to hold the items that you desired for up to 2 days.
FAULTY OR WRONG ITEMS
All our products are thoroughly checked prior to dispatch; however if you have purchased an item from us and believe it to be faulty or wrong, please get in touch with us at firstname.lastname@example.org or call us on +61 2 8084 8263 within 3 days of receiving the items. Our friendly Customer Service Team will assist you with this matter.