Announcements

We have extended our operating hours for Live Chat!

Our dedicated Customer Experience team will be available on live chat from Monday to Friday between 7:00 am to 10:00 pm, Saturday to Sunday 7:00 am to 7:00 pm AEST.

Speak to our Live Chat team here.

With Victoria entering Stage 4 lockdown measures, our metro Melbourne store will be closing temporarily, effective from Tuesday the 4th of August 2020. 

Please know that while our physical doors are closed, our online store is still open! We’ll miss seeing you in-store but are excited for you to join us online. 

Our Operations team are adjusting accordingly, following directives from the Victorian Government and our courier partners. We’ve made necessary adjustments to our processes so our teams can operate safely while fulfilling your orders. 

Important changes to take note of:

SHOPPING 

Our online store is still open and the place to be if you want to shop our products! If you need assistance with purchasing online, our Product Team is available by phone to answer any questions and help place your order. Contact them on 0480 015 179 and press 1. 

CLICK & COLLECT

Please note, due to stage 4 restrictions our Melbourne store is currently closed to the public, however, Metro Melbourne, you can now pick up your order via our Contactless Click & Collect Service.

Once you’ve received your “Pick Up” email, head to the store at Shop 2, The Basement 118 Russell Street, Melbourne between operating hours (10 am - 4 pm Monday to Friday, 9 am - 1 pm Saturday) to pick up your order, contact-free.

DELIVERY

Our priority is to despatch your order as quickly as possible. However, with further restrictions to the freight network, please be aware that there will be unavoidable delivery delays. For regular delivery updates, check out our article here.

RETURNS

Our returns timeframe has been extended to 60 days. If the lockdown extends further than current plans, don’t worry! You’ll be given 30 days to return your online purchase once our stores reopen.

Our Customer Experience team is working safely from home and are available below if you require assistance with your order during this lockdown period.

Please note: Due to recent disruptions in flight schedules in Melbourne, you may experience delays of up to 1-2 business days on top of the normal delivery frames outlined below.

Please note that we do not offer International Shipping at this stage. We apologise for the inconvenience.

We do our best to ensure that your order is processed and dispatched within 24 hours of being received. Please note that all orders are dispatched the next business day (Monday to Friday excluding public holidays).

Free Express Delivery on orders over $150 Australia Wide
The courier will text and email you with shipment tracking details. Please allow 1-3 business days (Mon-Fri) transit time. 

$10 Express Delivery on orders under $150 Australia Wide
The courier will text and email you with shipment tracking details. Please allow 1-3 business days (Mon-Fri) transit time. 

 Delivery times may vary during peak sale periods. Please allow an additional 2-4 business days on top of standard delivery times.

Australia Post has made significant improvements to its Customer Tracking Experience.

New Notification: We’ve got your delivery details.

Customers will now receive a new notification advising when Australia Post have received your delivery details. What does this mean? You will receive a notification to confirm that Australia Post is aware of your order, as it has been scanned into the system.

Updated Notification: It’s on its way.

There has also been an update to the Delivery ETA notification. These notifications have been updated to include information about delivery delays due to the impact of COVID-19.

Australia Post remains fully operational across Australia during government restrictions on non-essential activity. Customers can be assured, they will continue to be able to send and receive parcels during this time.

To ensure the safety of the customers and team, some changes have been made to their standard delivery procedures, in line with Australian government regulations:

• If you’re home at the time of delivery, drivers will confirm that you are the intended recipient of the parcel. Couriers will then sign for the item on your behalf.
  
  
• Australia Post has advised that for any customers who are showing symptoms, do not visit the Post Office during this time.
  
  
• Please note that Self Service Terminals at Post Offices will be temporarily unavailable to ensure customers and staff keep a safe distance from one another.

If you have any questions, feel free to reach out to our Customer Experience team below.

For any further updates, please visit the Australia Post website for more information.