Online Orders
How do I contact you about my online order?
The fastest and most reliable way to contact us is by emailing [email protected] or by replying to any confirmation emails we have sent to you about your order. You can also reach us via our contact form here, or call us during business hours o
Why have I not received confirmation of my order?
There are a few reasons why you may not have received a confirmation after placing an order:. If you're still having issues, use the contact form here with further information.
Why have you contacted me to say the item is not in stock after I purchased it and it said ‘in stock’ on the website?
We endeavour to get all items ordered out to you as soon as possible. If there has been an unforeseen stock shortage in our warehouse, someone from our online support team will contact you via email as soon as possible to let you know. If we are unab
Only part of my order has arrived.
Sometimes we will send an order as a split shipment, this means multiple items may arrive separately. Normally, we will notify you of a split shipment via email. Please check your email (and spam or junk mail folder) for a split shipment notification
I would like to speak to someone on the weekend.
Office hours for online order assistance are Monday to Friday 9am to 5pm, Melbourne time. Store locations do not have access to information regarding online orders, they are not connected to the online store. If you have a query about an order you ha
I need to change or cancel my order.
If you notice a mistake after placing your order please contact us as soon as you can. You can reply to the order confirmation email you received when placing your order or email to [email protected]. During our business hours you can also call
How do I check the status of my order?
Order confirmation and shipping updates are sent via email, if you have not received any notification via email please check your junk, spam, or filtered promotions folders before contacting customer service. For status updates, log into your account
I'm having difficulty using the website, can you help?
If you are experiencing any difficulties navigating the website or during the checkout process please contact our customer service team. Email us on [email protected] - include screenshots, if you can, to help us understand what may be happenin
How long will it take my order to arrive?
We generally dispatch orders within 1-2 working days. It may take up to 4 business days to dispatch during busier times such as Christmas and Easter holidays. Normally, delivery times after dispatch vary from next day delivery for some capital cities
How do I track my online order?
When your order dispatches, you will receive an email with a tracking number and a link to the tracking page on the Australia Post website. If you have an Australia Post account your parcel details will also be available in the mobile app. This is th
I have emailed several enquiries and have not received a reply?
Check your sent folder to make sure the email sent and the address you emailed was correct. Please note it may take up to 48 hours on business days to answer a query during busy periods. Check your junk/spam folder for a reply; if you still have not
The item I ordered is faulty. What do I do?
If your order is damaged or faulty upon delivery please let our customer service team know via email within three days of receiving your order. Please include your order details such as name, order number and a description of the fault. If you are ab