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Frequently Asked Questions (FAQs)

WE ARE HERE FOR HELP

We’ll walk you through fixing most things here or connect you to someone if you need more help.

PAYMENT ENQUIRY

What payment methods do you accept?

You can check out your order with Paypal, Mastercard or Visa Card on our website. We do also accept:

  • Australian Customers: We accept bank transfer and cash on pickup (For eligible products). If payment made by bank transfer, please refer your order ID or your full name so we can easier to process.
  • International Customers: Sorry, we only accept Credit Card / Paypal for international buyers.
How long does a bank transfer payment to go through?
We check our bank statement everyday, we will process orders with bank transfer in 1 business day after it appear in our bank account. Most banks will make funds available within 1 business day. On occasion, banks may take an additional 2-3 days to do so. As such, please allow a total of 2-3 business days for us to process your order. If you need the item urgently, we would suggest you choose an alternative payment method.
What should I do if I suspect an unknown or unauthorised transaction?

If you notice a transaction made to us on your account that you didn’t make, please contact us immediately. So that we can step in and help you to resolve the issue asap.

 

SHIPPING ENQUIRY

Do you offer Click & Collect?

Yes. Click & Collect service is available.

Simply purchase online, then collect from our warehouse in Clayton, Melbourne (Postcode 3168). For more information. Please refer our Click & Collect service page.

When will you ship my order?
We normally post all orders on the same business day if payment cleared before 2 pm.
Where is my orders shipped from?

All orders shipped from our warehouse which is located in Clayton, Melbourne (Australia). 

Do you ship internationally?

Yes, we ship orders worldwide.

How much does delivery cost?

For Australian Customers:

  • Standard Postage: Most of the products are free standard shipping for Australian buyers, unless otherwise specified.
  • Express Shipping: We offer Australia Post Express Shipping service with next day delivery guarantee (For eligible area), extra charge applies. Please select it while checkout.

If no express shipping service option available on the checkout page, please contact us with your postcode for a quote.

For Overseas Customers:

  • Standard Postage: Standard postage is as specified in the listing for your location.
  • Express Postage: We offer EMS shipping service with extra charge, please contact us with your country name for a quote.
What are your delivery timeframes?

Once you’ve received your order confirmation email, please allow:

  • Australian Metro delivery: Within 2-5 business days
  • Australian Regional delivery: 3-7 business days
  • Australian Remote delivery: Within 5-10 business days
  • Overseas delivery: 7-21 business days
What should I do if my order hasn't been delivered yet?

After an order has been shipped, many packages can be tracked online. You can find tracking information in your order details. If you can’t find any information, please fill in the contact us form so that we can step in and help. In the event that you wish to contact the courier delivering your package for additional information, you can find the courier’s contact details below:

RETURNS & REFUNDS

What is your return policy?

We will gladly accept returns within 30 days of receipt. Please read our full return policy for more information.

I just got my order and something is damaged / faulty / wrong. What do I do?

You may welcome to take any damaged, faulty or wrong products to our warehouse, along with a copy of your tax invoice, for a refund.

  •  You can use your order confirmation email as a tax invoice, or access a copy in My Account.

If you’re unable to visit a store, please feel free to contact us for a solution.

  •  Please upload a clear image of the damaged / faulty / wrong item(s) and make sure you tell us your order number and the item code(s).
  •  Our Customer Service team will review it as soon as we received your contacts. Please allow 2 business days for a response from our Customer Service team confirming next steps.

For more information, read our Returns Policy.