* faq *
...how long will my order take to make?
Our lead times for completing + dispatching your order [not including postage time], is typically 5 to 7 business days. The only exception to this is if we are waiting on an order of materials or a special request material for you.
We aim to get orders completed + in the post to you ASAP.
... tracking!
Your tracking reference is emailed to you when your order is in the hands of Australia Post. Delivery times are then in their control and subject to their current processing speed. To get an idea of when you should expect to receive delivery of your order, please pop your tracking reference in the Aus Post Tracking Tool: https://auspost.com.au/mypost/track/#/search
If the parcel seems to have stalled, contact Australia Post: https://auspost.com.au/help-and-support to ask for an expected ETA. You will need your tracking reference for this.
If you don't already have one, you can set up a free Australia Post 'MyPost' account and it will automatically send you updates for your deliveries. You can sign up here: https://auspost.com.au/auth/invite. You can use your account to manage your deliveries, including changing delivery address, after your order is in transit - either via their website or via the Aus Post App.
...what do I do if my order is delayed, lost or damaged in transit?
We are more than happy to help you with this, however the first step you need to take, is to check the latest tracking information of your parcel. You should then contact Australia Post directly about the issue. There will be information required, which we cannot confirm with them.
Australia Post Support: https://auspost.com.au/help-and-support
If the parcel is delayed, an enquiry is usally enough to get that parcel moving again. Keep an eye on it but if it doesn't start moving or it never arrives, contact Australia Post again and query if it is lost.
If the item is damaged, do not throw out any of the packaging - Aus Post will ask to see this as well as the damaged item. We suggest you take photo's of the damaged parcel once it arrives and when you open it.
If Aus Post deems the parcel lost or damaged and eleigible for replacment, they will require us to contact them. Please let us know when we need to contact them.
If you are querying a delivery which didn't make it into your hands, you should also first, log-on to your MyPost App - if you don't have it, download it. Add the relevant tracking details to your list. You *should* be able to access an image of the delivery location if the parcel was "left in a safe space" for you, at your home - we understand this image is also emailed/texted to you if you don't have a MyPost account.
Australia Post will "always capture a photo as proof of delivery if no one is home to accept the parcel", according to their website. If the "safe space" is NOT your address, does it look familiar? We have heard that the image the delivery person captures has a gps tag however you need to physically go into the post office and put in a request for this information [which may need to come from the delivery centre] - it can not be obtained via any online chat, call or email with Australia Post support.
...oh no!! i entered the wrong shipping details.
🤦♀️🤦♀️🤦♀️ ooopsie. There isn't much we can do once the parcel is posted. You can jump into your AUs Post account or find the parcel in your app and request a redirection of the parcel. This would be your first option. If it is too late and the parcel is returned to us, unfortunately we are unable to take any liability for any incorrect shipping address. We can post the parcel back to you, after you have paid for shipping [again]. We are also unable to provide any discount on the shipping rate IF the actual cost to ship the parcel is greater than the flat rate we charged during the checkout process on your initial order.
...haaaaaaalp!!
i received the wrong items, order or items are missing.
🤦♀️🤦♀️🤦♀️ We are so sorry - it occasionally happens. I think I'm killing it here, getting orders out and I've just misread the order, while I was trying to be super productive.
Just flick us an EMAIL from this link. Please send us a photo of the item/s you received so we can see what we've done!