Refund & Returns Policy
What to do if there is a problem with your order, when we can offer a replacement or a refund, and how to start a return.
Overview
This policy explains what to do if something goes wrong with your order, what we may be able to offer, and how to start a return. It applies to orders placed through this website.
Your items are shipped to you internationally from our overseas suppliers. That is why delivery takes longer than a local store, and it is also why the timeframes below matter: the sooner you tell us about a problem, the more options we have to put it right.
Please contact us before returning any product
Do not send a return to the address printed on the parcel unless our support team specifically instructs you to do so. Our returns address is not the address on the parcel. Returns sent without our instructions may not reach us and may not be eligible for a refund or replacement.
Report A Problem Quickly
Please check your order as soon as it arrives. If anything is damaged, faulty, incorrect or missing, contact us as soon as possible and ideally within these timeframes:
Within 3 days of delivery for most products.
Within 7 days of delivery for electrical items.
Within 30 days of delivery to request any return.
These are the windows our suppliers give us to investigate a claim, so telling us quickly is what lets us replace or refund an item without argument.
This does not limit your legal rights
If you contact us later than the timeframes above, we will still help you and we will still honour every right you have under the consumer law that applies to you. These timeframes are a request so we can act fast, not a deadline on your legal rights.
Damaged or Defective Items
If your item arrives damaged, defective, broken or unusable, contact us as soon as you can after delivery and include:
Your order number.
Clear photos of the product showing the problem.
A short video if photos do not clearly show the issue.
Photos of the packaging and the shipping label.
A description of what is wrong.
After we have reviewed your claim, we may offer a replacement or reshipment, or a full or partial refund, depending on the problem.
Please do not send a damaged item back to us automatically. Contact us first and wait for return instructions, so your claim is not delayed.
Wrong Item Received
If you receive a completely incorrect product, or the wrong variant, colour or size because of a fulfilment error on our side, contact us with your order number and clear photos of the item you received.
After we have verified the error, we may send you the correct replacement or provide an appropriate refund. Where the difference does not affect how the product works, we may offer a partial refund instead of a replacement.
Missing Items or Parts
If your order arrives with an item missing, or without a part that it needs to work, contact us with your order number, photos of what you received and photos of the packaging.
After verification, we will usually resend the missing item or part. Depending on the issue we may instead offer a partial or full refund.
Lost or Delayed Orders
If your order has not arrived, please check your tracking information first. International deliveries often pause for several days between scans, and that on its own does not mean a parcel is lost.
If tracking does not show a successful delivery and the shipment appears genuinely lost or significantly delayed, contact us and we will investigate it with the shipping provider.
Because parcels travel internationally, a shipment is generally only treated as lost once a reasonable investigation window has passed, which is usually around 60 days from dispatch for most destinations and around 45 days for the United States. Where an order is confirmed as lost, you may be eligible for a replacement or reshipment, or a refund.
If a delay has made the item useless to you, or delivery is taking unreasonably long, contact us and we will sort it out rather than making you wait out the full window.
Tracking Shows Delivered
If tracking shows that your parcel was delivered but you have not received it, please check the following before contacting us:
Ask other people in your household or building whether they took the parcel in.
Check with your immediate neighbours.
Check any safe drop locations, porches, mailrooms, lockers or reception areas.
Contact your local delivery or postal service and quote the tracking number.
Where tracking confirms delivery, our shipping providers will not usually reimburse the order, so we may ask you to provide official written confirmation from the courier or postal service stating that the parcel was not actually delivered. A refund or replacement is not guaranteed until the claim has been investigated.
Incorrect Shipping Address
Please check your delivery address carefully before you complete checkout. You are responsible for giving us a correct and complete shipping address.
We are generally not responsible for delivery failures caused by:
An incorrect or incomplete address entered at checkout.
A missing apartment, unit or building number.
An incorrect postal or ZIP code.
A parcel refused by the recipient.
A parcel not collected from the courier or post office within their holding period.
Other delivery failures caused by the information provided with the order.
Where a parcel is returned to the sender because of an incorrect address, a handling or redelivery cost may apply before we can send it again. If you notice a mistake in your address, contact us as soon as possible. If your order has not yet been processed or shipped, we will try to update it where we can.
Change of Mind
If you have simply changed your mind, no longer want the item, or ordered the wrong size, colour, variation or quantity, please contact us before sending anything back.
Change of mind returns are considered in line with this policy and with the consumer law that applies to you. Where we accept one, we normally ask that the request is made within 30 days of delivery and that the item is unused, in its original packaging and with any tags still attached.
Change of mind returns are not refunded automatically. Because returns travel back overseas, return postage for a change of mind return is usually at your cost and can cost more than the item itself. We will always tell you what a return will cost before you commit to it, so you can decide whether it is worth doing.
Order Cancellations
If you want to cancel an order, contact us as quickly as possible and quote your order number.
If your order has not yet been processed or sent for fulfilment, cancellation is usually possible and we will refund you in full.
If fulfilment or shipping has already started, cancellation may no longer be possible. In that case the normal returns and refunds process described in this policy will apply once the order reaches you.
Returns
Please do not send a product back before contacting us. Contacting us first is what allows us to track your return and reimburse you correctly.
When a return is approved:
We will give you the correct return instructions and the return address to use.
The return address is usually overseas and is not the address shown on your original parcel.
Returns must normally be requested within 30 days of delivery.
Unauthorised returns, sent without contacting us first, may not be eligible for reimbursement.
For verified damaged, defective or incorrectly fulfilled orders, we will often decide that a physical return is unnecessary and simply issue a replacement or refund after reviewing your evidence. That is usually faster and cheaper for everyone than shipping an item back overseas.
If a physical return is required, please follow the instructions we send you and keep your proof of postage until the return is resolved.
Return Shipping
Where a return is needed because a product is verified as defective, damaged, incorrect or wrongly fulfilled, we will determine the appropriate solution and who is responsible for return shipping, based on the circumstances of the case and the consumer law that applies to you. You will not be left out of pocket for a mistake on our side.
For voluntary or change of mind returns, you may be responsible for the cost of return shipping, unless the consumer law that applies to you requires otherwise. As returns travel internationally, this cost is often significant.
We will confirm the arrangement with you in writing before you send anything back, so you are never left guessing about who pays.
Evidence Required
To investigate a claim for a damaged, defective, incorrect or missing item, we may need some or all of the following:
Your order number.
Clear photos of the product.
A short video where photos do not show the problem clearly.
Photos of the packaging and the shipping label.
A description of the issue.
Any other reasonable evidence we need to investigate the claim.
Please keep the original packaging and the shipping label until your claim has been resolved, as our shipping providers often ask for them. Claims without sufficient evidence may take longer to resolve, and may not qualify for a refund or replacement.
Refund Processing
Where a refund is approved, we normally issue it back to the original payment method used for the order.
Once we have approved and processed a refund on our side, your bank, card issuer or payment provider may need additional time before the money appears in your account or on your statement. That processing time is set by them and is outside our control.
If your refund has not appeared after your provider has completed its normal processing time, contact us with your order number and we will help you follow it up.
Events Outside Our Control
Delivery can sometimes be affected by events outside our reasonable control, including natural disasters, severe weather, war or civil unrest, major strikes, customs delays and inspections, government restrictions and carrier disruptions.
Because your order crosses an international border, customs checks and freight capacity can add time that no one can predict. Where this happens, we will keep you updated and do what we reasonably can to resolve the situation. Nothing in this section removes or limits any rights you have under applicable consumer law.
Contact Us
The fastest way to resolve any problem is to email us. You do not need an account or a form to start a claim or a return.
Consumer Rights
Nothing in this policy is intended to exclude or limit any rights you may have under applicable consumer protection laws. Where local law gives you greater rights than this policy, those legal rights will apply.
This includes, for example, rights under the Australian Consumer Law, the Consumer Rights Act in the United Kingdom, consumer protection rules in the European Union, and applicable consumer protection laws in the United States and other countries.
In particular, the reporting timeframes and return windows described above are how we ask you to contact us so we can resolve things quickly. They do not shorten any statutory period you are entitled to, and we will not refuse a valid legal claim simply because it was raised after one of them.
If you are unsure about your rights, contact us and we will do our best to explain how this policy applies to your order.
Tracked delivery to your door
Most orders arrive 4 to 20 business days after dispatch. Estimates only, never guaranteed.
Secure checkout
Your details are encrypted, and your account is protected by email verification.
30 day returns
Contact us within 30 days of delivery. Conditions apply.