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Can I enter my address in a language other than English?
We encourage you to enter your shipping address in English. This can avoid delays with your order, and ensures that your order is delivered correctly.
If it is necessary to enter your address in your localised language, for example in Cyrillic or Pinyin, please ensure that both are entered in the shipping address field.
When I log into my account, my order says ‘processing’. What does this mean?
This means we’re busy packaging your order and preparing it for dispatch.
How long does it take to process an order?
If you place an order on a weekend, your order should be processed the following business day. Please note this can take longer during sale or busy periods. We’d recommend allowing 1-2 business days from placing your order.
My order is ‘complete’ when I log into my account, but I still haven’t received my parcel. Why?
When your order is ‘complete’, it means your order is being scheduled for dispatch from our warehouse. You should also receive an email notification letting you know your order is on it’s way.
How can I track my order?
When your order is dispatched, we’ll send you an email to let you know. You’ll receive another email shortly after with your tracking information which you can use to follow your parcel’s journey. You can track your parcel on the Australia Post website here. Please allow up to 24 hours from receiving the dispatch email for your tracking information.
Do I need to be home to sign for my parcel?
Yes. We want to make sure your order gets to you safe and sound, so someone will need to be home to sign for your parcel.
We’d recommend selecting a business address (no PO Box addresses) to make sure someone is available.
Why has there been no tracking information update in a few days?
International orders may be subject to customs clearance procedures when it reaches the destination country. This can cause delays outside our original delivery estimates.
Can I change my shipping address?
If your order has not yet been dispatched, please call us on +61 2 6655 2350 or email us at firstname.lastname@example.org with your order number and the new address. It may not always be possible, however, we’ll try our best to update your shipping address.
If you have any further questions about delivery please feel to contact us.