Can I cancel an order?
If you wish to cancel an order, please complete this form as soon as possible.
Unfortunately we are only able to cancel your order up to a certain point in the process, so in the event your order has progressed past this point, we may need to submit a return to sender request. Please note, any refund will only be processed once the order has been returned.
You also have the option of cancelling your order once it has been received by submitting a request to return it as a change of mind.
My address is incorrect, can I amend it?
If you have placed an order with us and your address was incomplete or incorrect, please complete this form with the updated address.
If your order has progressed too far in the process, we may not be able to amend the address. If this is the case, the order will need to be returned to sender before we can update it.
Alternatively, you might want to consider creating a MyPost account with Australia Post. With a MyPost account, there is a possibility that some deliveries can be redirected or rescheduled. Please contact Australia Post for more information.
If you've moved and you'd like to update your address, please contact our customer service team here.
Can I amend my billing address?
Unfortunately the billing address cannot be altered once an order is created. Please ensure that this is correct before completing your order.
Your billing address does not affect your delivery.
If you need to amend your delivery address, please click here.
My order has been shipped but I've not yet received it
If your order has been shipped but you are yet to receive it, you will find the information you need to assist you to track your order here.
My order is on hold, what do I do?
If you order has been placed on hold, it means we require additional information from you to complete your order. Our team will have contacted you via email, so please check your inbox and spam folders, and respond as soon as possible.
If you have not received an email, please complete this form to lodge an enquiry.
I did not receive an order confirmation
Order confirmation emails are sent out within about 15 minutes of placing your order. If an extended period of time has passed and you have not received an email, there may be an issue with the order.
A number of factors can cause this issue, including incomplete or incorrect email addresses.
To follow up on your order, please complete this form.
When can I expect my order?
Once accepted, orders are usually dispatched within 1-2 business days.
That being said, if you placed your order after 3pm on a Friday, it will be dispatched by the following Tuesday.
If you placed your order during a busy promotional period, like Christmas, Click Frenzy or other Coupon Code events, it may take longer to complete your order.
Once an order is completed, you will receive an AusPost tracking notification. For more details on tracking your order, please click here.
I received my order, however not everything I ordered has arrived
If you are missing an item from your order, please double check the tracking information for additional parcels. Orders may be split due to AusPost sorting and could arrive on separate days.
Your order may have been short picked. Unfortunately at times when we are unable to fulfill an order, it results in it being short picked. For example, an item may be damaged when the order is picked. If this is the case the item will not be included in the order. If we are unable to fulfill your order, you will receive an email from us with a description of the shortage and a refund will be processed.
If your order has been delivered in full from AusPost, but an item is missing and you have not received an email from us regarding short picking, please use this form and we can assist you with the missing item(s).
My order arrived damaged, what do I do?
If you have received your order and an item is broken or damaged, please complete this form ensuring to include clear photos (under 2MB) of the item and any damage incurred.
Please provide all requested information so we can rectify the situation as quickly as possible.
I received an incorrect product
If you have received a product that you believe is not what you ordered, please complete this form along with details and clear images (under 2MB) of the product. Once we have received all the relevant information from you, our team will assist in rectifying the issue.
The item I ordered is not as expected
If you ordered an item and when it arrived it was not what you expected, you may submit a request to return it. Please see this section for Change of Mind Returns - Online.
The product is different to how it was advertised
If you received a product that is significantly different to how it was advertised, you can certainly arrange to have it returned.
Please complete this form. You will be requested to attach images of the product (under 2MB) so please ensure the images clearly show that the product you've received is significantly different from how it was advertised. Once we have received all the relevant information from you our team will assist in returning the product.
The product is a different colour
We have made every effort to display as accurately as possible the colours of products that appear on our website. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.
Several products are sold in assorted colours, and a random colour is selected at the time of picking.
Returns based on colour are classified as change of mind. Please click here for details on how to return your purchase(s).