Shipping and Returns
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We ship from our Gold Coast, Australia based warehouse.
A tracking number will be provided as soon as your order is dispatched. |
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Shipping within Australia
Orders $99+ : FREE Standard Shipping, or EXPRESS Shipping for $6 Orders less than $99 : Standard Shipping for $10 or Express Shipping for $16 We post Australia Wide via Courier or Australia Post depending on order size and delivery location. If you have a preference please leave us a note at checkout. Flat rate $2 shipping on Replacement parts |
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Express Dispatch & Shipping Upgrade
When you upgrade to our Express Shipping & Dispatch service, your order will be sent express with Australia Post and jump to the front of the queue to be packed first at our warehouse. When your order is placed before 1pm (AEST) our team will guarantee your order is dispatched that same day. The Express Dispatch & Shipping Upgrade costs $16, or just $6 on orders over $99 within Australia. |
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International Shipping
We ship internationally to New Zealand and the USA only at this time. We offer both regular and express shipping for international customers, with shipping rates displayed at checkout, based on the weight and value of your individual order. All international orders are shipped with tracking, using Australia Post. Check our list of stockists for an international stockist near you. |
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Dispatch
We post daily Monday to Friday and dispatch orders next business day, except for new releases and sales where it might take us a little bit longer. |
HOW DO YOU SHIP WITHIN AUSTRALIA?
Orders are shipped to anywhere within Australia for a flat rate of $10 (or FREE over $99). We post daily Monday to Friday and endeavour to dispatch orders next business day.
We post Australia Wide via Courier or Australia Post. Shipping service is dependent on order size and delivery location. Orders sent via courier will require a residential address. A tracking number will be provided as soon as your order is dispatched.
Please allow 10 working days for delivery as Australia Post has recently changed their domestic delivery timeframes. If you have any concerns over the status of your parcel, please contact us. Every satchel parcel sent by us is trackable from lodgement to delivery. In the rare circumstance that a parcel is missing, we will launch an investigation with the delivery service to locate it. Investigation times vary by service and the resolution will depend on the report findings.
DO YOU SHIP TO MY COUNTRY?
Due to COVID19 Surcharges on International Shipments we are only shipping internationally to New Zealand and the USA customers at this time.
We offer both regular and express shipping for international customers, with shipping rates displayed at checkout, based on the weight and value of your individual order. All international orders are shipped with tracking, using Australia Post.
Check our list of stockists for an international stockist near you.
CAN I PICK UP MY ORDER?
No, we don’t allow local pickup of retail orders at this time.
WHAT IS YOUR RETURNS POLICY?
In the unlikely event your item is defective or damaged on arrival, please contact us within 48 hours and we will do our best to rectify the situation. All items are checked and cross checked before packing.
If you change your mind on an unwashed and unused item you are welcome to post back for an exchange. Once we confirm the item is still in brand new condition, a credit for the item’s value less our restocking fee will be added to your account on our website for you to purchase an exchange. Postage costs associated with returning and receiving the new item, and the item price difference, are wholly the customers. We do not refund for a change of mind.
Faulty or incorrect goods are welcomed to be returned for a replacement. Please contact us for details on how to exchange. We have our own returns portal where we can cover the return postage in this instance.
For more information on our Warranty against Defects please see Item 19 in our Terms of Use.
CAN I CANCEL MY ORDER?
If you wish to cancel your order (before it has been fulfilled & shipped or an order awaiting a pre-order item) a restocking fee will be charged and that will be deducted from the transaction total refunded to you. (The restocking fee covers the administration costs incurred due to the change of mind).
While we endeavour to respond to you within 1 business day, sometimes our warehouse has already fulfilled your order as they begin packing orders at 6am daily. We are unable to cancel those orders that have been fulfilled and dispatched.
Alternatively, if your order has not yet been dispatched, we can cancel your order and issue a gift card for the full order amount and this is valid for 3 years.
WHAT DOES IT MEAN WHEN I ORDER A PRODUCT THAT IS ON PRE-ORDER?
A ‘pre-order’ is an item of high demand that is on backorder and is in transit to us from our manufacturer. Pre-order items have an ‘estimated release date’ which is the date given to us by the shipper for when it will arrive to us. The ‘estimated release date’ is advertised on the listing. Stock can arrive earlier, or later, than the ‘estimated’ date that is given. Customs and transit delays are unforeseen and unpredictable but sometimes do occur which can delay items arriving.
Orders containing a pre-order item will be held until the pre-order item is in stock, the entire order will then be sent in the next day’s dispatch. If you would like your other items sent earlier please purchase in two separate transactions.
If you would like an update on your pre-order purchase, please feel free to contact us.
