Customer Support / FAQ's

 

1 Orders

1.1 Can I change or cancel my order after it has been placed?

Please email our customer service team as soon as possible! Our team work very swiftly to ensure your order is packed and shipped out to you as soon as possible, so we cannot guarantee your required changes will be applied. Nevertheless, we will do our very best to try and accommodate your request. 

1.2 I accidentally entered the incorrect shipping address – can you change it for me?

Please contact us immediately with your correct address. If your order has not yet been shipped we may be able to amend your shipping label accordingly, however if your order has already been packed and/or dispatched then we sadly cannot make any changes for you.

1.3 What currency are your prices in?

All of our prices on our website are listed in Australian dollars (AUD) and are inclusive of GST.

1.4 What payment methods do you accept?

We accept Visa, MasterCard, Amex as valid payment methods on our website.

2 Shipping

2.1 I still haven’t received my order! What should I do?

Please check your tracking information that was emailed to you prior to reaching out to us. 

If you have any troubles with the delivery of your parcel or the order has far exceeded the estimated delivery time frame, please email us so we can investigate further for you.

2.2 When will I receive my order?

If you place an order before 1AM AEST on any business day then it will  be sent out for delivery generally on the same day. If an order is placed after 1PM AEST it will be sent out for delivery on the following business day if you live within an Australian metro area. Please allow 2-5 business days metro area and 5-7 if you live regionally. 


Please note our couriers do not operate on weekends or public holidays.

Due to an inundation of parcels being delivered by courier and Australia post services during COVID-19 please allow extra delivery time for your purchase to arrive.


 

3 Returns

3.1 How do I return an item?

To check if you are eligible for a return, please read through our returns policy carefully here.

By Post

Please contact the team by email to advise of the return via postage. Please be sure to obtain a tracking number for your return parcel, as we cannot compensate for any returns that are lost in transit.

In-store:

Please attend our store in person as soon as possible with the valid receipt of purchase to receive your in-store credit. 

3.2 Can I return my item for a refund?

We do not offer refunds on any purchases unless the item is deemed faulty. For items returned due to purposes such as sizing, change of mind, or wrong selection, we will offer a store credit to purchase another item from in-store or our website.

3.3 Do you offer exchanges?

Unfortunately we cannot process exchanges due to a fast turnover of stock. We recommend returning your original item back to us and using a 

in-store credit for an alternate item.

3.4 Can you hold an item for me while you wait for my return?

Unfortunately, we cannot place items aside for customers. If you have fallen in love with a certain item, we would recommend purchasing it as quickly as possible to avoid any disappointment!   

3.5 I think my item is faulty, what should I do?

We do inspect our items and garments prior to sending these out to our customers to maintain a high standard of quality. However, if on the very rare occasion you do happen to receive a faulty item, please email us right away so we can take the best possible course of action for you.

Please be sure to include your order/receipt number, the product name and photo image/s of the fault.

Faulty items do not include those that have already been used, washed and/or worn by the customer. If damage occurs after the customer has used the product, we cannot accept a return due to fair wear and tear. Please note that loose threads on garments and apparel are not considered to be a manufacturing fault. This occurs naturally during the manufacturing process and these can easily be cut off without damaging your item.

4 Contact

4.1 Where are you located?

We are located in Australia.

Online is separate from our Retail store Not all of the online goods are available in store. Likewise we have items in-store that we don't have online. Please contact us if you have any queries. 

4.2 Do you have a storefront?

We have a retail store located at Shop 5, 450 The Esplanade, (Lake Village Arcade) Warners Bay, NSW Australia 2282.