All orders are despatched within 1 business day. This may be extended during promotional periods.
Due to the current COVID-19 Pandemic there may be some delays to the shipping of your products.
WHAT TO DO IF YOUR PARCEL IS LATE
Instead of contacting us for an update, we recommend the Australia Posttracking tool. It provides the most accurate and up to date info we have.
If your parcel is more than 15 business days late, please lodge alate item enquiry with Australia Post.
CHRISTMAS LODGEMENT DATES
Saturday 25th December, Sunday 26th December, Monday 27th December & Tuesday 28th December are public holidays. Orders will not be shipped on these public holidays. Despatch for orders placed between Friday 24th of December and Tuesday 28th of December, will occur in order of purchase from Wednesday the 29th of December.
The following information is to be used as a guide only and we cannot be held responsible for parcels that are not delivered before Christmas.
Aus Post are recommending all items are lodged by the following dates for delivery within Australia by Christmas*:
You can find the last lodgement dates for all our international destinations listed on our website.
For both domestic and international, items sent after these dates will be delivered as quickly as possible, but they may not arrive until after Christmas.
Whilst these are the latest lodgement dates, due to the high volume of orders in the domestic and international postal networks and delivery services remaining unpredictable, we recommend lodging your parcel as early as possible and by the recommended dates, so they have the best chance of arriving in time for Christmas.
We've updated our shipping policy, we are now able todeliver to PO Boxes/Parcel Lockers. If you enter a PO Box address, your order will be shipped.
INTERNATIONAL TAXES & DUTIES
You may be charged import duties and taxes by your local customs authority when your parcel is received into your country. Duties rates vary depending on the value of the goods, what they are made of and where they are made. Importantly, all countries have different rules regarding this so we are unable to tell you exactly what duties you may be required to pay as this is determined on import by local customs officials. You will not always be required to pay duties or import tax, but it is important that you make yourself aware of the duties that apply in your country in case you are charged to avoid any surprises. We have highlighted some customs websites to refer to before purchasing below.
Please note, if you decide not to pay import taxes or duties and choose to reject the parcel, you willnotbe refunded for your order.
Estimated delivery times do not include customs delays or holds. In the unlikely event that you have not received your parcel within a delivery time estimated above and you have not been contacted regarding your delivery by one of our shipping couriers, please get in touch with us and we will investigate your delivery on your behalf.
FREE SHIPPING THRESHOLDS
Please note, free shipping thresholds only apply to the order after discount codes have been applied and before shipping costs are added ie. the amount spent on items in your order (excluding any shipping costs) must exceed our minimum spend in order to qualify for free shipping.
SALE PERIODS & PUBLIC HOLIDAYS
Due to the huge response we receive during sale and promotional periods, there are times when we will be unable to ship your order the following business day. Please allow additional days for the processing of your order during sale times, as well as any Victorian (and Australian) public holidays when our dispatch centre is closed. Public holiday information can be foundhere.
Pre-orders will not be shipped until the estimated shipping date mentioned on the product page. Any non pre-order available items on your order will be shipped immediately and your pre-order will be sent in a separate parcel when it arrives. Please note, we are unable to give exact shipping dates for pre-orders other than the indicative time displayed on the product information page, however we will make every effort to contact you if your order is going to be delayed.
Please note, we are not able to cancel any orders for pre-order styles unless stated otherwise.
EDITING ORDERS & ADDRESSES
Changes to items on orders, shipping addresses or names are not possible once an order has been processed. Please check your billing and shipping information carefully before you place your order as our dispatch team processes orders quickly.
We offer a 14 day return policy from the date of delivery for a credit note only. This does not include sale items. Items purchased during our Closing Down Sale are sale items. Full priced item’s discounted for a promotional period i.e. with a discount code or during a limited time sale, are still eligible for a credit note and not classified as a sale item.
Refunds or exchanges will only be provided in the event that an item is not in its intended original condition, is damaged or missing parts for reasons due to our error. Sale items also cannot be refunded.
To be eligible for a return, your item must:
- Be unused - In the same condition that you received it - In the original packaging - Have no damage or markings on the garment
Non-returnable items include:
- Gift Cards - All Sale Items
How to return an item:
Email our team at email@example.com stating your full name, order number and details of your return.
Once we receive your email and approve your return, we will provide you with a return form.
Print out the form, fill it in with your return details and place it in the parcel addressed to: Troy Candy, C/O eStore Logistics, 8 Felstead Drive, Truganina, VIC, 3029
Once we have received your returned items in original condition, we will provide you with a credit note in the form of a gift card to use on our site. This gift card has no expiry.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then, contact your credit card company. It may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Our policies are in accordance with the Australian Consumer Law.