Shipping & Returns Policy

Shipping & Returns Policy main image Shipping & Returns Policy image

Our Shipping & Returns Policy:

 

As a local Australian company, we work with our trusted brands and suppliers in offering authentic and quality products.

 

Sometimes, there may be times when you need to return an item purchased from us. Our Returns Policy is designed to assist you with your return. Rights provided by our Returns Policy are in addition to other rights and remedies you may have as a consumer under Australian Consumer Law (ACL).   

  

If you have purchased additional items that you no longer want, we encourage you to share with those in need, in particular, the elderly, disabled and most vulnerable in our community.

 

You must contact us in writing (or via electronic communication) to obtain approval to return an item. If you return an item without contacting us or without following our instructions as per the policy, your return will not be accepted.

 

Important note:

- We do not refund delivery costs.

 

We are unable to accept the exchange or return of the following items for health and safety reasons:

Cosmetics & Beauty Products

Health Products

Perishable Goods & Food Items

Personal Care Items

Hosiery

Underwear & Socks

Swimwear

Pierced Jewellery

Pillow Protectors

Assembled Furniture

Toilet Paper, Paper Towels, Serviettes & Tissues

Medicinal

Cleaning (Anti-bacterial wipes, sprays and cleaners, disposable gloves, etc)

Hand Sanitizers

 

 

 

Change of Mind

Subject to the rest of the policy, we accept returns of an item and will provide a refund or credit if you have a change of mind or are unsatisfied with the product provided that:

 

  • you notify us in writing within strictly 30 days of receipt of purchase after which we will provide you with a Return Merchandise Authorization (RMA) Number.
  • an item is returned in the same condition as purchased (with all included accessories and components), has not been used or worn, opened or seal/s broken, is in a re-saleable condition and is not damaged during the time the product is in your possession, including up until we physically receive the product.
  • an item is returned to us strictly within 10 business days of us providing you a Return Merchandise Authorization (RMA) number
  • you follow our returns process as per this policy

Please note, we do not refund delivery costs and refunds for items can only be paid in the same tender as the original purchase or refunded to the account used to pay for the item.

 

You are responsible for the cost and risk of returning the item, including the cost of return shipping. If the item is not received by us, you will not be eligible for a credit, exchange or refund. We recommend you insure high value item/s that you return as we do not accept any liability for any loss or damage which may occur during transit.

 

You may be provided with a product exchange, refund or store credit (at our discretion) only when the returned item is received, and it complies with the requirements of our policy.

 

If the returned item does not meet the conditions of this policy, you are responsible for the cost of receiving your returned item back to your nominated address. If we are unable to contact you to arrange this within 10 business days, we reserve the right to donate your product which is irreversible.

 

We cannot accept change of mind returns on items that come in sealed packages or boxes where seals are damaged or broken.

 

Unless Australian Consumer Law applies, please note change of mind returns are not available for any purchase of a product with a value less than $15.00.

 

We dispatch all orders as quick as possible to ensure you receive your order fast. If an order is cancelled immediately after purchase, a restocking fee of $15 will apply. If possible, we will try to help cancel your order before it is dispatched, however due to the speed of our warehouse team, we are unable to guarantee this.

 

Faulty/Damaged Products

 

Please ensure that you read the manufacturer’s instructions carefully before using a product as improper use can sometimes result in the product becoming unfit for purpose and may result in a return not being accepted by us.

 

Our products come with guarantees that cannot be excluded under Australian Consumer Law and you are entitled to choose a refund or replacement for major failures. If a failure of an item does not amount to a major failure, we may choose to give you a free repair or replacement instead of a refund if this is possible. Further information is available on the ACCC website here.

 

 

Subject to the rest of the policy and Australian Consumer Law, we accept the returns for faulty/damaged items provided that:

 

  • you notify us in writing within a reasonable timeframe subject to proof of purchase
  • the item is returned to us with accompanying proof of purchase and at your cost within 10 business days of us providing you a Return Merchandise Authorization (RMA) number

Please be aware it is at the discretion of the company to deem an item faulty and failure to adhere to the care instructions on clothing labels will not be considered a fault of the company or product.

 

We may have the faulty product returned to us assessed by a third-party or the brand or manufacturer to determine the nature and cause of the fault. Many manufacturers have dedicated support centres designed specifically to deal with issues in relation to their products and may be able to provide a quicker assessment of, and remedy for, any issue with your purchased product. You may, therefore, prefer to contact the manufacturer directly although you are not obliged to do this. We may also return the item to the manufacturer to determine the nature of the problem.

 

We reserve the right to decline an exchange, refund or repair where any product fault is caused by improper use, general wear and tear or neglect.

 

How to lodge a return request?

 

To lodge a return request, please provide our team with the following information:

  1. Description of item to be returned
  2. Reason for return
  3. Satisfactory Proof of Purchase (being your online proof of purchase, such as a tax invoice)
  4. Photos and/or videos of any faults or issues
  5. Expected outcome (exchange, replacement or refund)

 

When we issue you a Return Merchandise Authorization (RMA) number,  please include the same proof of purchase as provided above in your return request, ensure your product is carefully packed to minimise any potential loss or damage and return your order with a tracking number. The product remains your responsibility until it has been received at the address supplied by us and we do not accept any liability for any loss or damage which may occur during transit.

 

As a dedicated online retailer, we do not have physical retail stores where you can return your products. As such, it is important that you provide our team with as much information as possible as described above and follow the returns process exactly to ensure your product issue can be determined promptly, and so that we can resolve your issue in a timely manner.

 

Marketplaces

If you have purchased your item via a marketplace, please contact us directly via the marketplace you originally placed your order on. Contacting us via our website or by other means may slow down the process.

 

We are committed to providing the best customer satisfaction and customer care. If you have any other queries regarding returns, please email our customer care team here.

 

Missed Deliveries

You are responsible for ensuring you are able to accept delivery.

 

Please ensure you nominate a valid address which you are able to receive the goods. Further delivery and restocking charges may apply if your item is for any reason not delivered.

Re-deliveries cannot be made where a delivery has been attempted and your item has been taken to the nearest post office, courier hub, postal outlet or similar. If for whatever reason you have not received a calling card to pickup your item, it is your responsibility to contact the courier to enquire.

If your item is returned to us by our delivery partner for any reason (eg. Undeliverable address, wrong address, refusal of delivery, RTS, etc) a restocking fee of $15 will apply.

 

Re-Delivery

Your parcel will be held for up to 3 business days in our warehouse. Should you, for any reason contact us to re-deliver your order, a handling fee of $10 plus the cost of re-shipping must be shouldered and paid for. If we have not received a reply from you after 7 business days, the item will be returned to inventory and no further claim / refund will be accepted.

 

Missing Parcels

We dispatch all orders as quickly as possible and deliver them to a courier on our panel of couriers which then delivers the parcel to you. Where we can, we will attempt to track the parcel for you on your behalf for 14 days as a courtesy. Please remember that these things are out of our control. In cases of missing parcels, you’ll have to make contact with the relevant courier to enquire further.

 

We will not be responsible for any lost or missing parcels that have been signed for at your selected delivery address (regardless of whether or not you have personally accepted delivery).

 

International Shipments

International shipments may be subject to local duty/customs/taxes. We are not responsible for those fees and these will be payable by you. Please contact your local customs office for further information.

 

Missing or non-delivered parcels need to be reported to us within 60 days of order for us to begin investigation.

 

Authority to Leave (ATL)

Our panel of couriers may deliver your item via contactless delivery (Authority to Leave - ATL). If you are not at home at time of delivery, your parcel will be left in a safe place deemed by the couriers standard practices. If a safe place is not available, the delivery driver may leave a notification card to pickup at a local depot/hub/post office. Once tracking shows that your item has been delivered to your address, we deem that your order is complete. You should contact the courier directly if you have any queries or concerns about your parcel post-delivery such as:

  • Your item cannot be located
  • You believe your item has been stolen
  • You believe your item was delivered to another location
  • Any other reason after tracking shows your item has been delivered

Of course, we will try to help where we can, but this may not always be possible.

 

The benefits of ATL deliveries are:

  • COVID Safe & Contactless
  • No travel times to post offices, hubs, depots and other pickup points
  • Avoid delays on the delivery of time-sensitive orders

 

We reserve the right to change, modify or discontinue any delivery options at our absolute discretion.

 

We also reserve the right to make changes to this Return Policy without notice.