We know ordering online can sometimes be frustrating when things aren't clear. That's why we've laid out as much useful information as we can to make the delivery process for you as smooth as possible!
We always aim to dispatch your order as quickly as possible. If you place your order before 1pm London time we will even dispatch your order on the same day with your chosen delivery method.
All of our orders are picked, packed and fulfilled by world-class professionals. We ensure that we give you 100% accuracy, so you always get what you are expecting.
- Flat rate shipping to Australia & New Zealand: $4.90
- Express Tracked Shipping: $25.00
Once despatched, delivery can take 4-7 working days for all large mail above 2kgs or tracked express parcels.
All mail below 2kgs that is untracked can take between 1-3 weeks.
*these timings can be subject to changes, delays and customs charges.
you ship from the UK?
Yes, the UK is our home and although this is an Australian store, we stock our products in the UK and ship them all the way around the world to you! Surprisingly it actually creates far less opportunity for error on both sides of the globe and delivery times are hardly effected (average delivery times to Australia are 4-7 days). Although delivery can be expensive across the world, we charge you much less than we pay, so the shipping costs for you are as manageable as possible.
One thing to be aware of are duties and taxes. Quote from www.border.gov.au ‘For goods that are worth equal to or under AUD1,000, there are no duties, taxes or charges to pay.’ So if your order is less than AUD1,000 you shouldn't have to pay any duties, but please double check with the relevant authorities yourself if you an unsure before ordering.
a note about difficult postal networks
We deliver to almost all ends of Australia and New Zealand however there are a few limitations that we'd like to mention. AU and NZ are pretty big places, and some areas are very remote! Next business day delivery to remote areas and roadside delivery addresses is not guaranteed. Also our delivery estimates are calculated for deliveries between metropolitan areas of major cities and they may be subject to delay due to causes outside of our control. If you have any questions about this please get in contact with our support team.
can I keep track of my order?
You will be issued an automatic email from our warehouse when your order is dispatched. In that email, you will find a link with your tracking information. If you can't find this email, please check your spam folder. If you need any further support or information, our amazing customer support team will be happy to help.
my order hasn't been dispatched on time
One of the most common reasons for this is that your order contains a pre-order product. To help reduce our environmental impact we will ship all of the products in your order together in one parcel. Your order will be automatically released once the pre-order product comes into stock. We always make sure that pre-order products are clearly labeled as such on the product page so that you are informed before you add them to your cart. If you feel like this is not the reason, please contact our support team and we can help!
what happens if my goods arrive damaged?
When parcels are travelling around the Australia and New Zealand they can sometimes be damaged in transit. To help us help you when this happens, please inspect all products received at time of delivery. If you believe products have been damaged in transit, you must get in contact with us within 48 hours. If a product is deemed to be damaged or defective, we will replace it at no cost to you, providing appropriate notice is given. If you don't not let us know within this time, we will have to assume that the products have been delivered in good condition.
duties & taxes
If you are unsure whether you need to pay any duties or taxes in your country, please read the information on your country border force website. Here is some information we've collated for some countries:
Australia: Quote from www.border.gov.au ‘For goods that are worth equal to or under AUD1,000, there are no duties, taxes or charges to pay.’
EU member states: No taxes or duties to be paid.
USA: Quote from US customs and border patrol ‘Packages whose declared value is under $800 ($100 if being sent as a gift to someone other than the purchaser) will generally be cleared without any additional paperwork prepared by CBP’
The commercial invoice for your order will be generated automatically by our third party fulfilment warehouse. All items in your order will be declared at their original value, irrespective of any discounts that may have been applied to the items when you made your purchase.
if you need any further help: