If you have made a mistake with your order, please let us know immediately so we can do our best to assist you. We aim to dispatch your order as quickly as possible so once your order has been packed and dispatched, unfortunately we will no longer be able to make any changes or cancellations to this.
In the unlikely event that you receive an incorrect or a damaged item, please let us know within 24 hours of receipt.
Please send an email to firstname.lastname@example.org with your order number and a photo of the item(s) so that we can investigate this for you as quickly as possible.
Please note that any refunds, exchanges, replacement, or store credits will only be issued once the damaged or incorrect item(s) have been returned.
If you haven’t received your confirmation email within an hour of placing your order, please check your junk/spam folders first as sometimes they land in there. If you use Gmail, this may have landed in your promotions folder.
If you still cannot locate your order confirmation, please email us with your name, phone number, exact order amount and date/time of your order to email@example.com and we will look into this for you.
Due to the flammable nature of some of our items, unfortunately they cannot be transported via express post. This means that any orders containing matches, can only be shipped via standard post. If your order contains matches, you will be unable to select express post at checkout. Matches are available to be shipped via standard post or same day delivery within Sydney metro.
Sorry to hear that your item didn’t quite work out. We offer returns for refund or store credit on all full priced items if the below conditions are met:
You create your return within 7 days of purchase,
You can provide proof of purchase from us,
The product is unused, unopened and in its original condition (without any damage to the packaging of the product),
The product is returned to us in a condition that we consider resaleable,
The product is returned to us in its original packaging within 28 days of purchase.
Please see our returns policy here for further details.
We do not offer exchanges and instead, encourage you to place a new order for the item you require and return the original for a refund in line with our returns policy.
Please email firstname.lastname@example.org with your order number, item(s) you are hoping to return and the reason for your return, and the team will respond with return instructions as soon as possible.
Return postage is the responsibility of the customer. We recommend using a trackable service to ensure that your return arrives back to us safely.
We offer both standard and express shipping within Australia and Same-Day delivery within Greater Sydney.
International shipping is coming soon.
Please see here for our up-to-date shipping policy.
We aim to dispatch all orders within 48 business hours. Shipping times are dependant on which shipping option you select at checkout.
For standard shipping within Australia: 2-10* business days from dispatch.
For express shipping within Australia: 1-4* business days from dispatch.
The above timeframes are a guideline only and do not take into account any external shipping delays.
Once your order has been dispatched, you will receive an email with a link to track your parcel.
If you have not received this email, please check your junk folder first as it may have landed in there.
If you have not received the email and it has been at least 48 business hours since placing your order, please email us at email@example.com and we will be more than happy to help.
Due to the increased impact of COVID-19, shipping carriers are automatically defaulting parcels to Authority to Leave (ATL) where possible. This is to ensure the safety of both delivery partners and customers by reducing any unnecessary contact during this time.
This means that if you are not home at the time of delivery and the driver deems there to be a safe place to leave the parcel, they will opt to do so.