How long until my order is dispatched?
We will aim to dispatch your order within 1-2 working days of receiving your order (Monday to Friday, excluding public holidays in Victoria, Australia). You will receive an email from AusPost with your tracking number once your order has been dispatched. Processing may take longer during certain times of year, such as prior to Christmas each year.
We do not process orders until our relevant payment processor, (Stripe, PayPal or AfterPay) confirms to us that it has received payment for the relevant Goods.
How long does delivery take?
Delivery of your order is between 3 – 10 business days from the dispatch date. We usually use Australia Post for our deliveries. Australia Post’s delivery times vary depending on delivery location and are subject to change. We do not have any control over delivery times once orders have been dispatched from our warehouse.
For information on Australia Post’s standard delivery times and delivery terms for Australian and international deliveries, please visit Australia Post.
How can I track my order?
Once your order has been shipped, you will receive a message from Australia Post with your tracking number. You can track the shipment of goods via Australia Post by entering your tracking ID number here.
Can I collect my order in person?
Goods are not available for collection. They will be dispatched to the delivery address that you provide to us in the order for the Goods. We will notify you when the Goods will be dispatched.
How much does shipping cost?
Delivery charges cover packaging and delivery cost. Delivery charges will be charged in addition to the prices of Goods purchased from us. Flat rate shipping is $10 AUD for Australian orders and $15 NZD to New Zealand, and $20 AUD to United Kingdom, United States of America and Canada. The flat rate delivery fee is set out in the ‘Cart’ section of the Website when you place an order for Goods. Additional costs apply for Express Shipping options when available (depends on location).
Do you ship internationally?
We currently permit international orders for delivery to New Zealand, United Kingdom, United States of America and Canada only.
International orders are not subject to Australian Goods and Services Tax (GST), but may be subject to local applicable duties, fees, levies and taxes. They may also be subject to charges for customs clearance under local customs laws or formalities. These are levied by the importing country at the time that the Goods are delivered to your destination country. The recipient of international orders, as the importer, is responsible for paying all applicable local duties, fees, levies, taxes and charges for customs clearance.
For orders for goods to be shipped to:
- New Zealand, please see https://www.customs.govt.nz/personal/duty-and-gst/ for information on duty and New Zealand GST;
- United Kingdom please see https://www.gov.uk/goods-sent-from-abroad/tax-and-duty for information on tax and duties payable in the United Kingdom;
- United States of American please see https://www.cbp.gov/trade/basic-import-export/internet-purchases for information on buyer responsibilities in relation to internet purchases;
- Canada please see https://www.cbsa-asfc.gc.ca/import/courier/lvs-efv/prsn-eng.html for information on importing goods for personal use in Canada.
If you are purchasing goods for delivery to someone else overseas, you should ensure that they are aware that they are responsible for any such additional charges, if applicable.
Can I return or exchange an item?
We do not provide refunds or exchanges for change of mind purchases. When you purchase clothing through the Services, please ensure that you select your correct size.
Our Goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. We will replace the item (or at our discretion we may repair or refund you) within a reasonable time.
If the Goods are faulty or damaged, please email us at firstname.lastname@example.org, and include the following information:
- the order number;
- clear photograph(s) of the Goods; and
- a description of the Goods and the fault.
If the Goods are faulty or damaged, we will let you know whether you need to return the item to us and if so, we will send you a prepaid satchel. Please place the faulty Good in the prepaid satchel, when you receive it, and post it back to us.
Please return items within 28 days of the date you receive them.
Where an item is damaged through misuse or abnormal use, we will not provide a refund, exchange or repair.
We will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.
If you have purchased Goods through the Website using Afterpay and you wish to return them in accordance with these Terms, you will still be subject to your agreement with Afterpay. You will be liable to continue to make your scheduled payments to Afterpay, in accordance with the terms of your agreement with Afterpay until we have issued a refund to Afterpay for those Goods. Any refund issued to you will be in accordance with Afterpay’s Terms. Please see Afterpay’s Terms for more information.