My Order

Order Issue

• How does ordering in-store work?

  If an item is not available in your local store, our team can order the item for you from another store in Australia and have it delivered to your home address.

   

  When ordering in-store, it is important for you to check the postal address and the contact details are correct.

   

  DELIVERY

  Our delivery times for in-store orders are the same as normal online orders.

  See here for our delivery times.

   

  RETURNS

  If you want to return your item ordered in-store, please visit us in-store for a refund.

  We currently do not facilitate online returns for orders placed in-store. When returning your item, please bring along your original receipt for our team to seamlessly process your return. Ensure your items meet our Returns Policy conditions.

   

  Please note: If we are unable to fulfil your in-store order, please visit us in-store to claim your refund. Our customer support team may have emailed you about the cancellation of your order, please ensure to check your inbox for an update. If you are unable to come in-store for a refund, our customer support team can assist you with a gift card refund instead.

   

  For more information, please get in touch with us below!

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• Why have I received multiple confirmation emails?

  We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries.

  This is called a split order. We do this to make sure you can get your full order from all over Australia.
  
  How does it work?
  
  If your order has been split into two parts and one item is dispatched first, you'll receive your first tracking number.

  When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because it's being fulfilled from separate warehouses which means different dispatch times.

  Due to this, your items will be delivered separately.

   

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• Why has my order been cancelled?

  We aim to fulfil every order placed on our website, however, if your order has been cancelled this may be due to: 

  • An oversell of the item.
    If an influx of orders is received for an item at the same time, there is a small possibility that we cannot fulfill every order. If this happens, you will receive an email indicating that a particular item you ordered is out of stock and you will be refunded the amount you paid for the item(s).
    
    
  • An error in the listing of the item. 
    Although rare, if an item on our site is listed with an incorrect price or product description, your order may be cancelled. 
    
    
  • Our system has flagged your order for security reasons.
    If your order does not pass our security check or we have not received additional information or further verification requested from you, your order may be cancelled. This is to protect our customers, their personal information and the protection of their funds. 

  If you’re still unsure or have any concerns regarding your order being cancelled, please contact us below and our team will provide more information.

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• I have received the wrong order?

  We're incredibly sorry to hear about this!

  If you've received the incorrect item, please contact our Customer Care as soon as possible below! 

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• I only received one item, where is the rest?

  If you have ordered a few items, we may need to fulfil your order from multiple locations. This means we will pack and ship your items separately and therefore some items may arrive at a later date, even though you ordered everything together. We call this a split order. 

   

  How do I track the rest of my order?

  If your order has been split, you will receive an email with your tracking details for each separate delivery.

  Please note: You won't receive both tracking numbers at the same time as they will be dispatched separately, from different locations, which means different dispatch times. 

   

  If your order arrives and you're missing one or more items, we recommend double checking your emails to see if you've received any additional tracking numbers. If not, feel free to contact our Customer Care Team below and we can provide you with tracking updates. 

   

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