FREQUENTLY ASKED QUESTIONS
Here are the answers to some of the common questions we receive
Customer Service
What are your delivery time frames or estimates
Sellers are expected to uphold an order to dispatch delay of no more than 2 business days after your order is placed on our marketplace (not including public holidays). Then, we ask that you allow between 3 to 10 business days from the time the courier collects your consignment to deliver it to your delivery address. If you have any concerns about the seller's order to dispatch delay or your consignment has taken longer than 10 business days to arrive, please contact our customer service centre and we will be happy to assist with making contact with the seller.
Please note, delivery times vary based on the seller's dispatch location and the delivery address of your order.
How do I contact customer service?
You can contact our customer service centre by engaging with our live chat box, calling us on 1300 12 2021, or by completing the online form on the Contact Us page and we will reply to you at the earliest convenience. The Customer Service business hours are 9:00 am - 5:00 pm Monday to Friday (AEST).
Do I need to set up a customer account to place an order?
You can shop without creating an account. Simply check out as a guest, and you will receive your order confirmation to your preferred email address as well as your tracking number when the seller has dispatched your order.
However, registering does have some benefits:
- Track your orders and review past purchases
- Request a return or exchange directly from within your account
- Add sold-out items and products you love to your Wish List
- Receive exclusive promotions
- Save your address and card details so you can shop even quicker next time
Please note: Emails from us may appear in your junk/spam folder
I’ve forgotten my password – what should I do?
To reset your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via email.
What happens when we receive a failed delivery attempt notification?
Please contact the freight company or local post office to collect/or arrange a redelivery of the item(s). They will only redeliver a certain number of times.
Can I change my order before it’s sent out?
If your order has not been dispatched, we're more than happy to assist.
Please contact our customer service team urgently using our live chat or by dialing 1300 12 2021 and we will facilitate the cancellation of the order before fulfillment.
What if I change my mind after my order has been sent out?
We do have a 30-day return policy for items that are unused. However, we ask that you choose carefully as credits and returns due to a change of mind or wrong purchase may incur a restocking charge of up to 25% at the seller's discretion. If you wish to make a return, please engage with our customer service centre by logging into your customer account and lodging a return request. For more terms and conditions information regarding our Returns and Refunds Policy, please see our Terms & Conditions page.
I have not received an order confirmation
Order confirmations are emailed automatically to the email address provided when processing your order.
It may appear in your junk/spam folder. If you have entered an incorrect email address and have not received our Order Confirmation – please contact our customer service centre
What is a backorder email?
Our website displays if an item is out-of-stock and an approximate lead time for ordering. However, if you're happy to wait for the lead time, please 'Add to Cart' and proceed to check out.
Once your order has been processed, a backorder notification will be sent advising an approximate date of dispatch for your out-of-stock items. We can also recommend alternatives if the date does not suit your time frame.
How can I check if a product is in stock?
Our marketplace should display if an item is out-of-stock and an approximate lead time for ordering. If an item is displayed on our marketplace and available to add to the cart, then the seller has this item in stock.
Pricing
Is GST included in the online web price?
All our prices are excluding GST.
GST is added to your order if applicable at the time of order placement and is confirmed prior to making payment upon checkout.
Shipping & Delivery
How Long will it take to receive my order
Sellers typically dispatch your item within 2 business days of receiving your order. Delivery time frames then vary based on your location and the courier's demands. We ask that you allow between 3 and 10 business days from the day your order is placed to the day it arrives.
Weekends and public holidays are not included within the 3 to 10 business days.
How can I track my order?
Once your order has been dispatched, we will send you an email. You can follow the status of your order using the tracking number provided in this message.
If I only placed one order, why am I receiving multiple parcels?
Purchases are shipped from our sellers, therefore if your order contains items from multiple sellers, they will be shipped to you separately, from different locations.
I’ve received one item, but where’s the rest of my order?
Items are shipped by the seller, so if your order comprises of items from multiple sellers, each item will arrive separately. Please check the delivery information provided for each item for full details. If you still have concerns please Contact Us.
Contacting Sellers
Can I contact the seller, as I have a query about the product?
Please ensure you have clicked the "Show More" button at the bottom of the product description to ensure you have expanded the seller's entire product information.
If you still have a question about the product, please complete the "Have a question about this item" form to the right of the product description. This will email your questions directly to the seller who will reply to your email with the answer.
Also, please feel free to contact our friendly customer service team by using the live chat or by calling 1300 12 2021, and they will be happy to contact the seller on your behalf to answer your product queries.