Shipping, delivery & returns
All orders are dispatched express using DHL or AUS POST for a flat rate.
AUSTRALIAN DOMESTIC ORDERS
All orders are shipped via Australia Post. If you are not home when delivery is attempted, your parcel will be left in a secure location at your property. We recommend providing a business address to guarantee your parcel is signed for during business hours and not left unattended. Unfortunately we are unable to replace or refund lost or stolen parcels. In the unlikely event that you have not received your parcel within 5 business days of placing your order please do not hesitate to get in contact with us.
All international orders will be shipped via DHL International shipping service. If delivery is attempted when no one is home your parcel will be left in a secure location or a card will be left with collection information depending on your local shipping courier’s processes. We recommend providing a business address to ensure your order is signed for when delivery is attempted.
Please note we do not ship to selected countries and you will be notified of this at checkout.
INTERNATIONAL TAXES + DUTIES
Please keep in mind that what you online shop this does not include potential taxes and duties charges which may be applied by customs authorities upon delivery into your country. The payment and knowledge of taxes and duties that may apply to your purchase are your responsibility. For more information on what duties and taxes may be payable by you prior to the delivery of your parcel, we recommend checking your local customs website or contacting them directly as these vary from country to country.
INTERNATIONAL CUSTOMS HOLDS
Estimated delivery times do not include any customs delays or holds. In the event that you have not received your parcel within the delivery time estimated above and you have not been contacted by your local customs department or postal service regarding your delivery, please get in contact with us and we will happily look into this for you.
CHANGE OF DESTINATION
We start working on your order as soon as it has been placed; we are unable to make any changes or modifications to an order after it has been confirmed. Address confirmation is given on the “review & buy page” in the checkout section of the website.
Once your order has been shipped, you will receive an email or text confirmation of your shipping details including your tracking number.
SIGNING FOR DELIVERIES
All orders require a signature upon delivery however; a family member or colleague may sign on your behalf. If you will not be available to accept delivery, consider shipping to your workplace. Alternatively, a notice will be left notifying you of alternate delivery or pick-up arrangements.
DELIVERIES WITHOUT SIGNATURE
You may authorise your delivery to be left without a signature (e.g. on your porch).
We do not accept any responsibility for loss or damage to goods once they have been signed for or where you have authorised delivery to be left unattended at your shipping address.
SHIPPING TO WORK ADDRESSES
For your convenience, you may prefer to have your order delivered to your workplace. If you choose this option, please include the name of your business in the address and note goods may be left with reception or the Mail Room.
Delivery to a PO Box, AFPO, PMB or Locked Bag is not permitted for security reasons.
Dispatch times may vary according to availability and any guarantees or representations made as to delivery times are limited to Australia and are intended as an estimate only. They are subject to any delays resulting from postal delays or UNFORSEEABLE CIRCUMSTANCES for which the Company will not be responsible.
All items are quality controlled and checked for any faults before they are dispatched to customers. Returns that are damaged, show signs of wear or do not have their original tags attached may not be accepted and may be sent back to the customer. Items must be unworn, unused, unwashed with all original tags and branding attached.
Email us on (firstname.lastname@example.org) and request a return authorisation number (RA#) within 14 days of receiving your order (within Australia) or 30 days (International). We will also send you an RA# form if you have misplaced yours. You cannot return an item without this completed form. Ensure you include your order number in your email so that we can process your return quickly for you. Please be sure to include clear reasoning for returning the product with clear evidential photographs to support the return. Please thoroughly read on to ensure you are eligible to return your item/s.
Once you've sent us an email, our customer care team will contact you with details of your RA# number to add to the returns form you received with your order. You can then send your item/s back to us. Your return will be processed within 24-48 hours of receipt and you'll receive a detailed email once this has been done.
Items purchased during promotional sale periods will NOT be eligible for a return/exchange/credit note/refund. All other returns will be issued an online Stored Credit via email.
The Customer is responsible for all costs associated with returning items. We recommend using a tracked method of postage to ensure it reaches us safely as are not responsible for lost, damaged or stolen parcels.
If you follow the below link you can easily fill out your details to pre- pay and print your postage return label from the convenience of your home. https://auspost.com.au/mypost-business/shipping-and-tracking/orders/add/retail . See below link for your closest post box or post office for parcel drop off; https://auspost.com.au/locate/
Please not we DO NOT issue refunds unless items are confirmed faulty by our returns team.
We are unable to provide refunds for change of mind returns. Change of mind includes instances where a style does not suit you, did not fit you how you expected it to, and any reason other than where our returns team assess an item as faulty.
We pride ourselves on providing our customers with products of the highest standard and quality. If you have received an item with a defect please email us immediately at email@example.com. Please include a brief description and a photo or two showing the defect/fault.
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within three months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.
RECEIVED AN INCORRECT ITEM?
Email us! firstname.lastname@example.org
If notified before goods have been dispatched, we can accommodate order cancellations. If items have been shipped, we reserve the right to refuse order cancellation or charge a cancellation fee should we be able to request the return of the package from our delivery service.