Terms & Conditions
Frequently asked questions
Are there any add-ons to the price displayed in the online store?
The price you see when you view our products in our online store includes Australian GST. However, it does not include delivery charges or any duties or taxes levied by any country other than Australia.
It also does not include any exchange rate costs or fees charged by your credit card issuer or bank.
For more information on delivery charges, please see our Delivery FAQ.
What currency are prices displayed in?
All prices on our website are in Australian Dollars and inclusive of GST.
What payment methods do you accept?
All our payments are processed through PayPal.
PayPal accepts a range of payment methods including direct debit from your bank account, debit cards and credit cards. Some methods may require you to register an account with PayPal. Please note we do not accept cash, cheques or cash on delivery.
Can I order by phone, email or fax?
To protect your security, we only accept orders online. If you have any problems, just contact us on firstname.lastname@example.org and we will be happy to help you.
How do I know my order has been successful?
Once you have clicked the “Pay Now” button, our system will automatically process payment for your order. Once payment has been successfully processed, you will receive a confirmation email to your nominated email address provided to us.
If you have not received a confirmation email from us within 24 hours of placing your order, you may have either incorrectly entered your email address or your ISP flagged our confirmation email as spam. All confirmation emails are sent from email@example.com
To confirm if your order has been successfully processed (if you did not receive a confirmation email) please contact us by email and provide your full name and order number and we will confirm your order. Be sure to check your spam folder first.
Can I cancel my order?
You may cancel your order up until the time before your order has begun being processed. If you wish to cancel your order, please contact us at firstname.lastname@example.org. We will send an email confirming the order cancellation.
Once your order has been processed, unfortunately you are unable to cancel the order.
Frequently asked questions
How will my order be shipped to me?
We use Australia Post and Express Post to deliver your products to you within Australia. We use Pos Indonesia within Indonesia.
Do you ship internationally?
Yes we partner with Australia Post and InterparcelCouriers which ships to most corners of the world.
When will my order be shipped to me?
Your order will be shipped within 24 hours from Monday – Friday. All orders made after Friday at 14:00 (Sydney time) will be sent on Monday morning.
If you need your order sooner, you may choose the Express Post option upon checkout (for orders within Australia) or email us at email@example.com and we will do our best to find an alternative postage method to suit your timeframe. Please keep in mind that this may incur a higher postage cost.
How much is postage?
We charge a flat fee of $5 for all purchase made to any address in Australia or Indonesia and a $10 flat fee for Express Post orders also within Australia.
For international deliveries outside of Australia and Indonesia we charge a flat fee of $25
How long will it take for my order to arrive?
If your delivery address is within the Australian metropolitan area, standard orders will take between 2-5 working days from the shipping notification email. Express post orders will take 1-2 working days from the shipping notification email.
If your delivery address is not within the Australian metropolitan area, standard orders will take between 7-21 working days from the shipping notification email.
International deliveries to metropolitan areas will usually take between 5-15 working days from the shipping notification email using Air Mail via Australia Post Air option.
Do you deliver to PO Box address?
Yes we can deliver to any PO Box Address in Australia and also Internationally via Australia Post.
Will I have to pay any additional costs to collect my order?
We do not collect any taxes or duties which may be applied by customs for international deliveries. You will be responsible for any taxes or duties that are levied on your order. We have no control over any charges that may be imposed by authorities in your country on your order, and cannot predict what those charges may be.
Please note that in accordance with export regulations, we are required to declare the exact value of all items and identify the order as dutiable "merchandise". We are also prohibited by law from identifying an order as a "gift" for export purposes even if a customer has placed an order with the intention of delivery as a gift.
What happens if my order gets lost in the mail?
The first thing to do is contact the carrier that your order was dispatched with and advise them that your order has not yet arrived. You will need to quote your tracking number that was sent to you in your shipping confirmation email. If your carrier is unable to locate your items, please contact us at firstname.lastname@example.org and we will lodge an enquiry for you.
For International orders, if you did not request for tracking, unfortunately we are not responsible for any items lost in the mail.
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully.
We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.
We will not e-mail you in the future unless you have given us your consent.
The type of information we will collect about you may include:
- your name
- phone number
- email address
The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
The personal information which we hold will be held securely in accordance with our internal security policy and the law.
If you have any questions/comments about privacy, feel free to contact us.
Frequently asked questions
Can I return my order if I change my mind?
We know you will love our awesome products, but for any reason you are unhappy or change your mind about our products, you can return them to us within 14 days from date of purchase.
The products must be in their original re-saleable condition. Products must not have been washed or used.
Please contact us at email@example.com to arrange for a refund or exchange. Please include your invoice number and product description in the email together with the reason for return.
We are not liable for any lost items being returned, we would recommend that you return the goods using registered mail for tracking purposes. Please note that all returns will need to be shipped and handled at your own cost.
What costs do I bear if I want to make a return?
You will need to cover postage costs. However, we will reimburse for return postage of any product deemed to be faulty or damaged within the 14 days return period.
When will my return be processed?
If your returned products are in their original condition, we will process your refund or exchange dwithin 3-5 working days. We will send you an email to inform you once it has been processed. Please allow 3-5 working days for the refund to show in your account. Please note some credit card issuers or banks may take a longer period to process the refund and make funds available to you.