Delivery

Unfortunately, we are unable to make any changes to the shipping address once an order has been placed. Instead it will be returned to sender and a refund will be processed.

We strongly encourage you to check your shipping details carefully before checking out to avoid shipping address issues.

If no one is home to sign for your parcel, Australia Post will leave a card in your mailbox indicating which local Post Office your parcel has been taken to. You will need to take this card and your ID to the selected post office during business hours. Australia Post will keep parcels for 10 working days. If it has not been collected within this time frame, it will be sent back to the warehouse and you will be refunded (upon the warehouse confirming they have received the parcel).

Important Note: Starting 5 October 2023, if you have registered with MyPost, you will no longer receive a physical card in your mailbox for any failed delivery attempts or times that Auspost will not be able to deliver. Instead, you will be receiving a digital notification once your parcel is ready for collection at the nearest Post Office. You may c receive the notification by email, SMS or through the AusPost app by selecting your preferred form of communication via your MyPost account. 

Please note we do not allow authority to leave parcels on doorsteps. All deliveries will need to be received by someone at the delivery address.

If you realise that an item is missing after the delivery, please contact our Customer Care team immediately (in any case within 2 days following the delivery). Simply type in "Delivery Issues" in the chat and Flo, our chatbot, will be able to assist you with the matter and escalate it to our Customer Care agents should you require further assistance.

We may have missed the item from fulfilment in the first place but need to verify this, which may take some time, so we seek your patience during this time. If this is the case, we will do our best to get the item out to you or refund you.

If the item was sent, our team will start an investigation with Australia Post which may take some time, thus we seek your patience during this time.

We may ask you for photos of the outer box, so please do not throw it away. Should we confirm that your item was lost in transit, we will of course refund you for the missing item(s).

In rare cases, it might happen that an incorrect item / someone else’s order is sent out due to human error. We sincerely apologise if this has happened to you. Please contact our Customer Care team immediately to let us know about the issue or simply type in "Delivery Issues" in the chat and Flo, our chatbot, will be able to assist you with the matter and escalate it to our Customer Care agents should you require further assistance.

In order for us to assist you promptly with this issue, kindly ensure that the item meets our return policy guideline. Click here to learn more about our return policy.

We will do everything we can to resolve it as quickly as possible for you.

We put great care throughout our packing process to make sure you receive your items in perfect condition. However, damage may occur while the parcel is in transit.

If you see that the outer satchel / box is damaged or has already been tampered with, please refuse the delivery. It will be automatically returned to our warehouse and you will be refunded (upon the warehouse confirming they have received the parcel).

If you notice the contents are damaged or faulty after you have already accepted the delivery, please return the item by registering your return via the Ready Returns Portal. Learn more about how to return your online order here.

Please check with the members of your household and your neighbours to see if any of them have received the parcel on your behalf. If you are still unable to locate the parcel, contact our Customer care team for assistance or simply type in "Order Status" in the chat and Flo, our chatbot, will be able to escalate your issue to our Customer Care agent should you require further assistance.

We will do everything we can to locate your order for you. 

We may need further details from Australia Post regarding the delivery of the item which may take some time to obtain, so we seek your patience during this time.

In some circumstances you may be asked to complete a "Goods Not Received" declaration form and return this to us via email. Of course, if it is confirmed that your order was lost in transit, we will refund you in full.

We always do our best to make sure your order is with you in the shortest time possible. Occasionally, delays can happen, which are often beyond our control. In this case, we will always try to inform you beforehand via email.

Please allow 10 working days (from the date of the “Your order has been sent” email) before contacting us about the whereabouts of your order. In some cases, we may need to lodge an investigation with Australia Post to find out where your parcel is. The investigation with Australia Post takes 5 working days to be completed so we ask you to be patient during this time.

If you have not received your online order after 10 working days from the date of the “Your order has been sent” email, we will need to investigate the whereabouts of your order.

We may need to lodge an investigation with Australia Post regarding the delivery of the item. The investigation with Australia Post will take 5 working days to be completed so we seek your patience during this time.

Of course if it’s confirmed that your order was lost in transit, we will refund you in full.

Simply type in "Delivery Issue" in the chat and Flo, our chatbot, will be able to assist you with this matter and escalate it to our Customer Care agents for further assistance.