SATISFACTION GUARANTEE: We are committed to your satisfaction with every order. YOUR EXPERIENCE
保证满意：我们致力于让您对您的体验感到满意
保证满意：我们致力于让您对您的体验感到满意
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Australian orders
1 – Timing
As we use several delivery partners to deliver orders, we cannot guarantee firm delivery dates and times. Below are indicative delivery times depending on the method you select at checkout:
We aim to deliver products to you to the address you provided at checkout, within these timeframes. However, from time to time our delivery partners will experience delays outside of our control. For updates on delays, please visit the relevant delivery partner’s website or refer to the tracking information provided with your order confirmation.
Where possible, we endeavour to keep you informed of any delays to your order. Your order status can be checked at any time by logging into your account. If your order has not arrived as expected, please check your order status online prior to contacting Contact us
2 – Fees per delivery method
Regular and Express Post fees are variable, based on the items you order. Postage and handling fees and charges reflect the cost of shipping and handling and are dependent on factors such as size, weight and delivery location. Adding and removing items from your cart may affect the postage and handling fees for your order.
3 – Delivery
For Regular and Express Post orders, your items will be packaged in plain, unmarked boxes for privacy and security.
4 – Returns
4.1 – Change of mind
Where an item is eligible for a refund, we will refund the price of the item via your original payment method. Shipping costs for the order and return cannot be refunded.
Online orders must be returned by mail only to the address provided to you when your return is approved.
To start this process please follow the returns process by Contact us and selecting ‘Returns’ in the drop-down menu.
4.2 – Faulty or damaged goods
If the item you have received is faulty or damaged, please follow the returns process by Contact us and selecting ‘Returns’ in the drop-down menu. Ensure that you provide as much detail as possible about the fault – this will help our team process your return in a timely manner.
If the item is confirmed to have a defect, we will refund the price of the item as well as any shipping costs to your original payment method. Some of our brands may be able to offer a repair service; if this is the case for your item our Customer Service team will discuss this with you.
If the item is damaged when you receive it, once we are notified and approve a refund, you will be refunded the price of the item and any shipping costs to your original payment method, as appropriate.
4.3 – Item is incorrect or not what I expected
If the item you have received is significantly different to what was shown or described, not fit for its intended purpose, or the wrong item, please follow the returns process by Contact us and selecting ‘Returns’ in the drop-down menu. Ensure that you provide as much detail as possible – this will help our team process your return in a timely manner.
If the item is confirmed to be inconsistent with what was shown or described, or unfit for purpose, we will refund the price of the item as well as any shipping costs to your original payment method.
If you have received the wrong item, we will exchange the item for the item you originally ordered or provide a refund as appropriate, and we will cover the shipping cost.
4.4 – Incorrect delivery address entered at checkout
If you have entered an incorrect address at checkout and need to change this once the parcel has been dispatched, you may be able to get in touch with the carrier to redirect the delivery, this will depend on the carrier and how far into the delivery process they are.
Alternatively, you will need to contact Customer Service to arrange re-delivery. We may pass on any costs we incur because of the change in delivery instructions.
If a parcel is returned to us because of an incorrect delivery address and a new delivery address is requested, you will be required to cover any additional shipping costs to resend the parcel.
5 – International
We may not be able to ship some items to locations outside of Australia and reserve the right to cancel and refund any order to be shipped outside of Australia.
For international orders, shipping fees and charges reflect our postage and handling costs and are dependent on factors such as size, weight, and delivery location. For some regions, where duties and customs fees are charged at the border, the customer is responsible for these charges. We are not responsible for any delays or additional charges once the order has been dispatched.
If the package is not collected, rejected at the border, returned to sender or fees and duties are not paid by you, and as a result you do not receive your goods, you will not be entitled to any refund for the goods or the postage and handling fees. Certain items may be restricted in your country and may be withheld at the border. We are unable to remain across these import requirements for your country and it is your responsibility to ensure what you order will be able to clear customs.
Your order will be sent to the address supplied at checkout. If you wish to have your order diverted to an alternate address, please follow the steps set out.
Warranties may not apply for goods purchased for use outside of Australia, except where required by Australian law.
For estimated delivery times to your country, please visit Australia Post International and select your country to view the estimated times on each delivery service. A limited list of prohibited products is also listed on website for each country.
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