Frequently Asked Questions
I HAVE JUST PLACED AN ORDER. CAN I CANCEL OR CHANGE IT?
Once your order has been confirmed, it's not currently possible for you to change it prior to dispatch. You have an option to cancel but you need to be quick about it. Please contact Customer Service immediately, and they will do their best to fulfil your request. We cannot promise that they will be able to cancel the delivery if you have already received an e-mail confirmation stating that your order has already been shipped.
MY PAYMENT HAS BEEN DECLINED
A payment decline can happen for a number of reasons. Please check your account details to make sure that the card details such as the card type, validity date, name and billing address are the same as the card they are registered with.
Occasionally, eWay may have issues processing cards that originate from different countries or conflicting IP addresses. If you are sure your card has sufficient funds and no blocks on it, please try using the PayPal checkout function instead (either via an account or the Guest Checkout feature.) If the problem continues, please enter the details of another card. Please contact our customer service team if the problem persists, they will try to advise you further.
WHERE IS MY ORDER?
Once your order leaves our warehouse and is in the hands of Australia Post, you'll receive an email with your tracking number. The tracking number is your best source of information for where your order currently is, but if it's taking much longer than expected or Australia Post can't answer your questions, feel free to contact us and we can take a look!
I CHANGED MY MIND, CAN I EXCHANGE OR RETURN MY ORDER?
So long as your products are still in brand new condition with all original tags/packaging, and you received them less than 30 days ago, we are happy to help with an exchange or refund!
STILL CAN'T FIND THE ANSWER YOU'RE LOOKING FOR?
Fill out the contact form through the link below and we will be in touch shortly. For a more immediate response, our live chat feature is available between 9am-5pm, Monday to Friday (AEST).