(Please review the following questions before contacting us.)
Shipping & Delivery
When can I expect my item?
Please allow up to 3 business days (5 during peak periods) for processing.
Standard international shipping, depending on the location of the delivery address designated in your order, will typically take 10-20 business days. Processing times are not taken into account in shipping times.
Please review our Shipping Policy page for further information.
Why are you taking so long to get my order delivered?
Please refer to the tracking number you were given on order fulfillment (which you should have received via email and/or SMS) for updates on your order's status and location. As delivery is assigned to third party delivery companies, we cannot be held responsible for any delays which occur on their end.
Before contacting us about your order status, please contact the delivery company handling the delivery of your order if delivery to the shipping address stated on the order is taking longer than expected.
You are also responsible for ensuring that you collect any packages which are redirected to parcel pickup points within the designated time frame allocated by the delivery company.
I only received part of my order; where's the rest of it?
For logistical reasons, your order may be delivered separately; this will be noted in the tracking details of your order (e.g. Item 1 of 2, Item 2 of 2). There is no guarantee you will receive the entire order within the same day, as we cannot control the courier's actions or be held responsible for any delays on their end.
Please refer to your tracking details in the event your order is not delivered in its entirety.
If you have any missing items, please send us photos of the items you received and describe what you did not receive.
Do you ship internationally?
Yes, we ship all orders globally.
What currencies do you support?
Our prices are displayed in United States Dollars (USD), and is the default currency we process transactions in. If you want to pay via debit/credit card and want to pay in your local currency, we support the following:
AUD, GBP, CAD, NZD, EUR, HKD, JPY, SGD, DKK
We have a currency converter (located on the header of every page) available so you can check approximately how much you pay in your local currency.
(Disclaimer: Prices in your local currency are only approximations and are subject to change due to constant fluctuations in foreign exchange rates. We do not have any control over foreign exchange rates and cannot be held responsible if you pay more or less for your order than specified in your local currency, or for any international transaction fees charged by your card provider.)
How much do you charge for shipping?
All orders come with free standard shipping worldwide.
How much do you charge for tax?
As of the 2018-2019 Financial Year, consumers based in Australia are charged additional Goods and Services Tax (GST) equivalent to 10% of the consumer's total order value of their cart (including shipping), provided it equates to $1,000 AUD or less. These additional charges won't be displayed until you reach the checkout.
No other countries are affected by this.
What payment methods do you accept?
We accept the following payment methods:
- All major credit/debit cards (Visa, MasterCard, AMEX)
- PayPal (use this if you do not have a debit/credit card to pay with; you must have a PayPal account with a linked + confirmed bank account to pay via your bank account.)
Why did my payment fail to process/why was my payment declined?
Please ensure the payment information or payment provider account details you enter during checkout are correct when you make your final payment.
We cannot accept any responsibility for transactions which fail to process because they are declined by the payment provider you wish to make your payment with - please contact your payment provider for further information on why your payment was declined. You are, however, more than welcome to try another payment method.
Why are you asking me for identification after I made a payment?
After you place an order with us, our systems, in rare cases, may mark your order as potentially fraudulent due to a number of factors. Before we fulfill your order, we may contact you directly to request evidence of non-expired identification to confirm whether or not you intended to make the payment.
If you, for any reason, refuse or fail to comply with this within 24 hours after we contact you, your order will be canceled and payment fully refunded.
We will not use your identification documents for anything else nor share them with third-parties.
What is your refund policy?
Please check our refund policy page here.
My question isn’t listed here; how can I get in touch with you?
You can contact us via the following communication channels:
Please quote your order number if inquiring about an existing order.
(Please allow up to 1 business day for a response; if we don't return your inquiry by then, please send another.)