Below you can find the most frequently asked questions, which are some common concerns of our customers before or after making a purchase. If you have any other questions, please contact us at firstname.lastname@example.org and we will be more than happy to help you!
What are the shipping times for your products?
We take 2-4 business days to process and ship your order and then another 5-15 business days to deliver it to you. Due to the current COVID-19 situation (limited airlines), please allow an extra 30 days for your order to arrive. If you haven't received your order in this time frame, please contact us at email@example.com and the support team will help you out. You can visit our Shipping Information page for more info.
Are you still shipping during COVID-19? How long are shipping times?
Yes we are, however there will be delays. For more information, please visit our Covid-19 Shipping page.
Do you deliver internationally and how much is shipping?
Yes, absolutely. We offer FREE delivery on all orders all over the world. You can visit our Shipping Information page for more info. Please note that we are not currently shipping to these countries below due to the limited airlines caused by Covid-19: Indonesia, Philippines, UAE, Saudi Arabia, Kuwait, Africa.
Where do you ship your products from?
Although we are based in Melbourne, Australia, We currently have warehouse/shipping facilities in Canada, Singapore & China. We try our best to ship from the warehouse closest to you. In the event we are unable to do so due to limited stock we ship from our main warehouse in China.
Note that your products will be, at times, shipped separately. This is more relevant to those ordering multiple products. The main reasoning behind this is that we source our products from different suppliers.
Do you provide tracking information? My tracking number is not working
Yes, we provide a tracking number for every order that is dispatched. You will receive an email once your order is shipped that will contain your tracking information. Some delivery services require up to 7 business days for your tracking number to appear, this may be the reason why your tracking number is not working yet. Please allow up to 3-7 business days for your tracking information to become active and updated. If your tracking number is not working after 7 business days, please contact us immediately via email: firstname.lastname@example.org.
I am missing some of the items in my order, what is going on?
Our items are shipped separately depending on your order. If your order contains items from two warehouses, it will be two shipments. The rest of the shipment will arrive shortly after your first order has arrived.
Where are you located?
We are located in Melbourne, Australia, the most liveable city in the world!
I have not received my order yet. What is taking so long?
We apologize for the delay. Sometimes International Shipping can take longer due to customs clearance and delays which are out of our control. Please also understand your order is processed immediately after the order has been placed. However, we ask for 2-4 business days for us to prepare and ship your item due to the high volume of orders. Our worldwide free shipping generally takes around 5-15 business days from the shipment date. Time frame may vary depending on which country the package is being delivered to since it may be international shipping from our storage.
Please check with the carrier and the tracking number we have provided you in the shipping confirmation email (check junk/spam if you did not receive one) Or contact us at email@example.com and we will be more than happy to update you on the progress of your order and estimated delivery date.
I would like to cancel my order. What is your refund / exchange policy?
We try our best to resolve any issues customers have with their products online but if you want a refund / exchange for your products then we can do that if done within 30 days from the date of delivery. You will need to send the item/s back once you've received them. If you would like to return / exchange / cancel your order please email firstname.lastname@example.org and the support team will help you out. For cancellations, please note that customers have up to 12 hours to cancel their order after it has been placed. If your order has already been shipped and is in transit and you would like to cancel your order, you will have to wait for your order to arrive to your address first. Once your order has arrived, you will need to send it back to us before we can provide you a full refund. Please note that we are not responsible for paying the return shipping fee and return shipping rates are beyond our control and might cost more or less than $40, depending on where you live. You can view the full refund policy here.
My order arrived damaged / defective?
If your order has arrived damaged or defective, we will send a replacement for free or process a refund, depending on your choice. Damaged or defective items must be reported within 3 days of delivery. If not reported, we will not issue credit. If you believe you have received a damaged / defective / incorrect item, please contact us within 3 days of receiving your package.
The product I ordered is a different color to the picture on the site?
It is important to remember that due to the plethora of differences in monitor hue and saturation settings, it is almost impossible for the same picture to look identical on two different monitors/screens. This is why there may be a slight difference in color to your item and the picture on our website.
If the difference in color is more than just gradiation, please contact us and we will happily arrange an appropriate solution depending on the issue.
How does sizing work?
All of our products have size charts available. If there is no size chart, please let us know and we will rectify this immediately.
All size charts are in CM and display US/EURO Sizing.
Please use these charts to determine your best fit. As our suppliers tend to be from Asian origin, sizing is different. Majority of our products are US / EURO sizing, however some are Asian sizing.
To put this into perspective:
An Asian M can be a US XS or S so using the size charts are important. Asian sizing is generally one - two sizes larger than US / EURO sizing, so we recommend ordering one - two sizes above your original US size. For example, John, who is normally a US size L in jackets, he would then have to order a 2XL Asian size. US Size L = 2XL Asian Size.
That being said, there are times where you will receive the item with the labeling for the Asian size. This is a very rare occurrence.
Should you have any questions about sizing or you wan't to know what size you should order, feel free to contact us via email email@example.com. Please let us know what product you want to order and also state your height and weight if you would like a size recommendation.
Will I have to pay a customs fee?
Due to the global nature of our business we are not responsible for any customs fees once items have shipped. By purchasing our products, you agree that one or more packages sent to you may require customs fees when they arrive to your country.
Why am I being charged in USD? / Currency conversion.
Our store's base currency is $USD. All transactions are finalized in $USD.
We utilise a currency converter tool to estimate how much your charge could be. The prices of our products will be automatically converted to your local currency. Once the transaction is finalized by your bank you can/may be charged a different rate by your bank. You will see the settlement amount is the same as the USD amount but the currency conversion rate may be different.
Unfortunately, we have no control over this as we settle all of our final payments in $USD.
What payment methods do you accept?
We accept most, if not all, major credit cards.
- Visa / MasterCard
- American Express
- Diners club
Afterpay (US / CA Only)
Question not on this list? Need help with anything else?
Contact us at firstname.lastname@example.org and we'll reply within 1 business day.