About

FAQ

• Where is the store based?

  Pascoe Vale South, Australia

• Do you accept orders placed outside of the US?

  We do ship to most countries!

  Orders are shipped internationally via Air Mail at a flat rate. We ship regularly to the USA, UK, Canada, and Europe. See our exclusion list below for restricted countries.

• How long will it take to receive my order?

  We usually ship out orders every 24-48 hours from Australia. Depending on your country's postal service, your order should arrive within 2 weeks (USA), but this delivery time can vary due to country or busy holiday seasons.

  Generally, please allow 10-21 business days for international delivery.

  If you live in Germany or Canada, there may be customs checks or holds for several weeks - there is nothing we can do to reduce this delay. Delivery time may also take longer if you are located in other countries.

  Australian buyers can expect to receive orders in 5-10 business days.

• What types of payment do you accept?

  We accept Paypal and any other methods offered by Storenvy. We recommend Paypal for anyone new to online shopping, as it is an easier and safer way to pay! :3

• What shipping services do you use?

  Air Mail is our default shipping option, and now includes tracking. Please contact us or see our shipping upgrades if you need a faster express service.

  We suggest that international customers order 1 month in advance if the item is needed by a certain date, just in case it is held by customs or delayed by public holidays.

  Postal services cannot give a guarantee on delivery time frames outside of Australia, as Air Mail can be affected by delays beyond their control - so remember to order early!

  We do photograph all sent out items and keep shipping records.

• My order has not arrived, and it has been over 60 days. What should I do?

  Please contact us and let us know that your order has not arrived if 60 days have passed since your order shipped out.

  If you live in Canada or Germany, please note that if your parcel is inspected by customs, this may extend the delivery time.

  We can offer you a replacement/refund if your parcel is confirmed lost or returned to us.

  If you live in a country on our exclusion list, please note that shipping time can be longer.

• Higher risk countries

  Areas known to have longer delivery times due to customs restrictions or service delivery time issues include:

  South America, Greece, Russia, Ukraine, China, Indonesia, Thailand, Mexico, Philippines, Vietnam, Romania, Africa, India, Middle East

  If you order to one of the above countries, shipping time may take longer if inspected or held by customs.

• Customs Info

  We do not include invoices with orders, as many are sent as gifts. All items will be declared as low value to avoid commercial import duties.

• Which shipping services do you use?

  For local Australian orders, we use the tracked Australia Post parcel service.

  For international orders, we use the tracked DHL eCommerce Air Mail service. This usually gets delivered by your standard post service once it gets assigned a local tracking number upon arrival in your country.

• What is your delivery schedule?

  We will pack orders every 48 hours and a courier will pick up each shipment (Monday 9am & Thursday 9am) and deliver it to a sorting centre to be shipped out.

  The delivery process is as follows:

  Pack Orders In Box > Courier Pick Up > Delivery To Sort Centre > Delivery To Airport > Air Mail By Plane > Arrival At Destination Country > Customs Clearance > Local Tracking Number Assigned > Delivery By Local Post Service

• What is Storenvy?

  This store is created with Storenvy, an online store builder and marketplace for inspired brands. As a shopper, you can discover and buy items from multiple stores from all over the world and check out in one step at or open your own store for free.

• How do I pay for my order? Is it secure?

  The Storenvy checkout process is powered by both Stripe and PayPal, two of the most trusted online payment solutions on the web. Because of this, Storenvy has all the same securities and payment fraud protection as these leading payment processors. We accept Visa, Mastercard, Discover, American Express and Diners Club. If paying with PayPal, you may also make payments using your bank account, but this may delay your order.

• What if something is wrong with my order?

  If you have a problem with an order from this store, please contact the store directly, either through the Contact page or through your Storenvy account settings page.