FAQs

Remote Working:

THANK YOU for your continued support during these changing times, we are doing everything we can to ensure your order is delivered to you as quickly and safely as possible.

Currently both our team and the customer service staff for must courier companies are working remotely, this may cause some slight delays in our response times and we appreciate your patience whilst we do our best to assist you as quickly as possible.

 

Shipping Timeframes:

We are not partnered with Australia Post, unfortunately we do not accept deliveries to PO BOX, Parcel Locker or Australia Post addresses, we require a valid street address.

All orders are packaged and dispatched from our Sydney warehouse; you should receive the tracking information for your order within 72 business hours. Due to increased delivery restrictions and stringent check points at border crossings, all couriers are experiencing shipping delays whilst they ensure your parcel gets to you safely.

Expected delivery timeframes by state:
  • Europe – 14-28 business days
  • USA – 14-28 business days
  • Around the Globe -  20-28 business days

Some parcels may arrive sooner however this cannot be guaranteed, and we are unable to open investigations or request further tracking updates from the couriers until the above timeframes have been exceeded.

 

Why Are There Shipping Delays?

 

As well as increased sanitation checks and changes to delivery driver protocols, there are three main reasons why your parcel may be delayed or experience delayed tracking information:

State Borders Locked Down – State borders are locked down and there are large delays to get through border check points where individual parcel and driver screening is now required. This has added extended delays to orders travelling across states.

Grounded flights – As there are far less flights travelling interstate and all borders require stringent checks before crossing, most freight is now travelling by road.

Less scans for tracking – To ensure parcels keep moving, there will be limited scans on items which may result in delayed tracking. We are finding many orders are being delivered before the tracking has been updated.

 

Delivery FAQs:

 

1. Do I need to include my email and mobile number on my order?

Yes, it is very important that you leave both contact details to ensure you receive your tracking updates and are notified if your parcel is taken to a collection point.

 

2. Will the courier call me before my parcel is delivered?

No, the courier will not call you at any point in the delivery. Your mobile number is only used to provide you with tracking updates.

 

3.Will I need to sign for my parcel?

No, all orders currently have a contact-less delivery and you will not be required to sign for your parcel, however your order may be taken to a local collection point if no one is home.

 

4. If my parcel is delivered to a collection point, will I be left a card?

To reduce physical contact and risk of contamination, failed delivery cards may not be left. If your parcel is taken to a collection point your tracking will be updated with the address of the collection point, so please keep a close eye on your shipping updates.

 

5. Can a driver enter my property?

Drivers are not allowed to open a gate to gain access to your front door or property. Please ensure your gate is open (not just unlocked), otherwise the driver will be unable to make the delivery. If you live in an apartment, please make sure you go down to meet the driver at the front of your building. If the driver is unable to gain access, your parcel will be taken to a local collection point.

 

6. Can the courier slide or open my gate for delivery?

Drivers are not allowed to open a gate to gain access to your front door or property. Please ensure your gate is open (not just unlocked), otherwise the driver will be unable to make the delivery. If they are unable to gain access, they will leave an attempted delivery card in your letter box for you to collect your parcel from a collection point.

 

7. My tracking shows unsuccessful delivery what does this mean?

This means that the courier attempted delivery, but no one was home and they did not deem it safe to leave your parcel. You must contact the courier to organize a re-delivery.