FAQ
My Order
Q: I did not receive a confirmation or tracking email from you.
A: Please be sure to check your junk/ spam folder as these emails may go directly to this folder. If you think you entered the incorrect email address at the checkout, please contact our customer care team and they will be able to update and resend this email for you.
Q: Where can I find my order number?
A: Your order number can be found on the confirmation email.
Q: Do you have a separate website for NZ or US customers?
A: Yes. If you are based in NZ or USA, you will be redirected to the site dedicated to your location.
Q: How can I cancel my order?
Unfortunately once an order has been finalised, we cannot guarantee that this can be cancelled. Due to the high volume of orders we ship out daily, we work to ensure all orders are packed and dispatched as quickly as possible. You are more than welcome to return your order once it has been delivered.
*If you urgently require a cancellation we suggest contacting our customer care team as soon as possible on (242) 906-9355 or if outside of business hours send an email to info[email protected] with ‘CANCELLATION’ and your order number beginning with in the subject line as soon as the order has been placed, and we will do our best to accommodate your request. If we are able to accommodate your cancellation request, this will be in the form of a Gift Card (Store Credit) ONLY for you to use on a future order.
Q: I have ordered the wrong item, can this be changed?
A: Unfortunately once an order has been finalised, we cannot guarantee that this can be cancelled. Due to the high volume of orders we ship out daily, we work to ensure all orders are packed and dispatched as quickly as possible. You are more than welcome to return your order once it has been delivered.
*If you urgently require a change we suggest contacting our customer care team as soon as possible on (242) 906-9355 or if outside of business hours send an email to info[email protected] with ‘CANCELLATION’ and your order number beginning with in the subject line as soon as the order has been placed, and we will do our best to accommodate your request. If we are able to accommodate your cancellation request, this will be in the form of a Gift Card (Store Credit) ONLY for you to use on a future order.
Q: What currency will I be charged in?
A: If you are shopping on our NZ store, the amounts will be shown and charged in NZD. If you are shopping on our US store, the amounts will be shown and charged in USD. For all other orders, as we are an Australian Store, the amounts will be shown and charged in AUD. For up to date currency conversion, please check this link https://vvvvj.top The conversion will take place by your bank after the payment has been processed, so if there are any discrepancies, you will need to raise this with your bank.
Q: Can I change my address?
A: If you have placed your order using the incorrect address, please get in touch with us as soon as possible. Please note we cannot guarantee that any changes can be made to your order. Due to the high volume of orders we ship out daily we work to ensure all orders are packed and dispatched as quickly as possible. You may be able to contact the courier prior to delivery to request any updates.
*If you urgently require an address update we suggest contacting our customer care team as soon as possible on (242) 906-9355 or if outside of business hours send an email to info[email protected] with ‘ADDRESS UPDATE’ your order number being with in the subject line, and the correct address as soon as the order has been placed, so we can try our best to accommodate your request.
Q: I have received items that I did not order.
A: If you have received an item you did not order, the incorrect size or colour, please contact our customer care team at info[email protected] , including photos of the item(s) you have received, the name of the item you ordered and your order number.
Q: I am missing items from my order.
A: If you are missing an item from your order, get in contact with our customer care team at info[email protected] , including a photo of all of the items you have received, the name of the item(s) you are missing, and your order number.
Q: I have received a faulty item
A: If you believe you have received a faulty item, please send photos of the fault and a description immediately to info[email protected] so that this can be resolved as soon as possible.
*Please ensure you have read the product description of each item carefully before purchasing.
Q: How do I apply my store credit/ a promotional code to my order?
A: There will be a ‘gift card or discount code’ box at the checkout that the code can be applied to. Please click apply to ensure that the code is applied to your order before you proceed.
Q: I have forgotten to add my discount to my order, am I still able to apply it?
A: Please ensure that you have applied your discount code to your order prior to proceeding with your order. Discounts/promotions cannot be applied after the order is confirmed, paid, or processing.
Q: My order has been flagged for a security check, is this legitimate?
A: We take a firm stance against credit card fraud. If a transaction is flagged in our system, we reserve the right to conduct any and all security checks to ensure that the owner of the card authorises the transaction. We will always email you from info[email protected] If the requested security check is not complied with, we reserve the right to cancel the order.
Q: Do you offer Exchanges?
A: Exchanges are offered on all returns received back to our warehouse within 30 days of delivery. A $9.99 postage & handling fee will be deducted for the use of the return postage label provided.
Exchange orders will be processed automatically once processed as in transit by USPS. You will not need to wait for your return to reach our warehouse.
Q: Can I be refunded the price difference?
A: Unfortunately if the item you purchased is now on sale, we are not able to refund the price difference for this item. Our prices may change due to promotions according to stock and demand from customers. For more information, please visit here
Shipping
Q: Where do you ship to?
A: We ship to most international locations!
You will need to enter your address at the checkout to confirm if we are able to ship to your exact location.
Q: How much is shipping?
A: We ship worldwide and provide various shipping methods, for more information you can view more details here.
Q: My tracking indicates that my order has been delivered
A: Your parcel may be automatically left in a safe location, please be sure to check your mailbox and surrounding areas, such as behind bins, under door mats etc, if you reside with other members, have a reception, mailing room or have neighbours closeby please be sure to check with them if they have accepted the parcel on your behalf. If you are still unable to locate your order, please get in contact with the courier as soon as possible, as they will be able to clarify where your parcel has been delivered to and where the driver has left your order. If you are unable to get in touch with the courier company directly, please let us know and we will contact them on your behalf.
Q: When will my order be shipped?
A: We aim to dispatch all orders placed before the order cut off within the same business day! Depending on where you are located and the shipping method you select, the delivery times will vary. Please refer to our Shipping Information page for more details.
Any orders placed after the cut off time slot, over a weekend or on a public holiday are shipped the following business day.
Q: When will I receive my tracking details?
A: Once your order has been dispatched, you will receive an email including your tracking information after 6pm AEST. Please check your junk/spam folder in case it has gone directly there.
Q: Will I be charged duties and tax?
A: We ship all parcels from Australia. Unfortunately we do not have any control over your local Customs Authority and any fees that are required to be paid to deliver your parcel are in accordance with your country's Import laws. We recommend contacting your local customs office for more info on customs charges for your country.
Q: How can I track my order once it arrives in my country?
A: For orders shipped with standard international post or express international post, you can track your order via your local postal service once it has arrived into your country for more detailed information (eg. USPS for all US orders). For orders shipped with DHL, you can track your parcel via the DHL website.
Q: What does Return to Sender mean?
A: If your tracking indicates ‘Return to Sender’, this most likely means that the courier has attempted multiple deliveries or your parcel has been awaiting collection from your local post office and is now being returned back to our warehouse.
We will always contact the customer when a RTS parcel is received back into our warehouse. If we do not receive a response for resolution within five (5) business days, we will automatically assume that the customer does not want the parcel re-shipped and we will issue a store credit. You can view more information here!
Returns
Q: How do I return my order - NZ?
A: We have a hub in Auckland that your parcel can be returned to and you will need to book your return here. We now offer local return postage, so the cost will be calculated and payable online through the return portal.
Once you have lodged your return online, a label will be sent to you via email, please be sure to check your junk folder as these do sometimes go directly there.
Stick the label to your parcel and drop off at the post office or in a post box (more specific directions will be provided to you in the email with the label).
Q: How do I return my order - USA?
A: Once you have booked your return online, a label will be sent to you via email. Please be sure to check your junk folder as these do sometimes go directly there.
Stick the label to your parcel and drop off at the post office (more specific directions will be provided to you in the email with the label).
Q: How do I return my order - ROW?
A: Unfortunately we do not provide free returns for International customers and you are required to cover the cost of return postage back to our Australian address. For more information, visit this here
Q: Can I return more than one order in the same parcel?
A: Yes! Please contact our customer service team with both order numbers and the items you are returning.
Q: How long will it take to process my return?
A: Once your order has arrived back at our warehouse, please allow up to 2-5 business days for your return to be processed. You will receive an email once this has been processed.
Please note that during peak sale periods and public holidays our turnaround time for processing returns may increase due to a high volume of returns being received.