WHERE DO YOUR ORDERS SHIP FROM?
All orders are shipped from our Melbourne CBD store using Australia Post for Australian orders and DHL Express for international orders.
DO YOU DELIVER TO PO BOXES?
Yes we do deliver to PO Boxes and Parcel Lockers. Please ensure you have provided the correct details and clearly stated your PO Box or Parcel Locker number in your address details.
CAN YOU MAKE CHANGES TO MY ORDER AFTER IT IS PLACED?
Please get in touch with us as soon as possible if you need to make changes to your order, within an hour if possible. We are unable to make any amendments after an order has been processed and shipped.
HOW MUCH WILL I BE CHARGED FOR IMPORT/CUSTOMS CHARGES?
Duties and charges are set by the customs office of the destination country and we are unable to estimate what they might be for your order.
CAN YOU CHANGE THE DECLARED VALUE OR SHIP AS A 'GIFT' TO AVOID PAYING DUTIES AND CHARGES?
We are unable to amend the order value listed on the commercial invoice as we must adhere to all international import/export regulations set by customs offices.
WHAT IF MY ORDER IS MISSING?
If your order takes more than the estimated delivery period, please get in touch at firstname.lastname@example.org and we can look into this. Should the item be deemed missing, we advise opening an investigation with the courier service. While we will assist you with filing a claim for a missing or damaged order, the replacement or refund of an order will be dependant on the resolution of the investigation with the courier service.
WHAT IF I MISS THE DELIVERY?
All of our orders are shipped with signature required. If you have missed the delivery, please see the information below.
Australia Post - After a failed delivery, your order will be taken to the nearest post office for collection where it will be held for 10 days after which it will be returned to the sender. Please look out for a card or message from Australia Post with information on how to collect your order. You will need proof of ID to collect.
DHL Express - After a failed delivery, a card or message will be left with info on how to arrange a re-delivery or give you the option to send to a different address. If there are two failed deliveries, your order will be held at the DHL sorting center for 5 days after which it will be returned to the sender.