Order Issues & Tracking
Tracking Updates
-
HOW DO I TRACK MY ORDER?
You will receive regular delivery updates and can track your order via the courier website.
TRACKING NUMBER
If you haven't received a tracking number, it would indicate our Team are still busy packing your order.You'll receive an email with your tracking number once your order has been packed, we recommend checking your spam and junk folders for this.
Tracking numbers are also available by logging in to your online Account, under My Orders.
Rest assured, if you checked out as a guest you can retrospectively create an account with the email address used, and your purchase history will be visible to you there.
TRACKING YOUR ORDER
Once your order has been collected from us, you'll receive an email from our courier with a tracking link, and regular email updates.You can also input your tracking number on the StarTrack website, to view the status of your order at any time.
READ FULL ARTICLE -
HAS MY ORDER BEEN PLACED SUCCESSFULLY?
If you haven't received an email order confirmation, your orders can be viewed in My Account.
ORDER CONFIRMATION
You should receive an order confirmation within 24 hours of successfully placing an order, this is sent to the email address used during checkout. Please remember to check your spam and junk folders.If there are any errors in the email address provided at checkout, your order confirmation may not be delivered or may be sent to a different email address.
MY ACCOUNT
You can view your successful orders by logging into your online account and navigating to My Orders.If you checked out as a guest, don't worry. You can create an account retroactively using the same email address, and your purchase history will be available there.
READ FULL ARTICLE
Incorrect Orders
-
MY ONLINE ORDER HAS NOT ARRIVED AS EXPECTED, WHAT CAN I DO?
If you have received a pair that does not match or do not look brand new please get in touch.
VISIT US IN STORE
For the quickest resolution, you are welcome to visit us in store. Where our Team will be able to provide a refund or exchange, pending stock availability.In order to assist you, they will require your Order Number, and proof of purchase.
RETURN BY POST
Conscious of convenience, our Team can provide you with a free postage label to get any incorrect or damaged items back to us and refunded. Please reach out to us when you're ready.The Team will just require your Order Number, and some clear photos of the item.
READ FULL ARTICLE -
I'VE RECEIVED AN ITEM I DID NOT ORDER, WHAT CAN I DO?
Thanks for being honest! We can get that sorted.
RETURN IN STORE
You can visit any store location convenient to you, where our Team can take the extra item off your hands.RETURN BY POST
READ FULL ARTICLE
Alternatively, conscious of convenience, our Team can provide you with a free postage label to get the item back to us, just reach out to us when you're ready.
Missing Orders
-
WHY IS MY ORDER SHOWING AS DELIVERED WHEN I HAVEN'T RECEIVED IT?
There are many reasons why this could be the case, we would recommend checking your courier tracking link.
LEFT IN A SAFE PLACE
Authority to Leave means the courier will not require a signature for delivery, and will leave the order in a safe place. We recommend carefully checking your property for the order.COLLECTION FROM POST OFFICE
Where a safe place to leave the order could not be identified, the order may be taken to a Post Office nearby instead.To confirm that has occurred, you can review your order using this more detailed tracking link: https://startrack.com.au/track/search.
READ FULL ARTICLE -
I HAVE ONLY RECEIVED PART OF MY ORDER, WHERE IS THE REST?
On occasion we will ship from multiple warehouses which will result in multiple deliveries.
SPLIT DELIVERY
If you've ordered more than one item, logistical reasons or stock availability may require it to be dispatched from different warehouses.If your order has been split into multiple deliveries, you will receive a separate tracking email for each parcel.
READ FULL ARTICLE -
WHY WAS MY ORDER RETURNED TO SENDER?
If your order is undeliverable, you will be refunded via your original payment method.
It is important that orders are delivered with care and arrive in good condition, where that is not possible the order will be returned to us, and a refund is issued.
A parcel could be returned to us in instances such as:
DELIVERY ADDRESS
Where a delivery address is incomplete, the address is unlocatable, or there is an external factor preventing delivery.SAFE PLACE TO LEAVE
Where a safe place to leave the parcel could not be identified.PARCEL CONDITION
READ FULL ARTICLE
Where the parcel has become damaged during transit.