Frequently Asked Questions (FAQ)
How can we help?
Our online store is integrated with our store’s inventory so we have everything that is shown online. It’s 99% correct but sometimes we make mistakes. We are only human right? If there is a problem we will let you know.
Don’t worry this can happen, we are only human right?
We have a tiny window before your order is shipped out where we can attempt to update the delivery address for your order.
The easiest way to contact us about address changes is via email, Facebook Messenger or Phone. Simply let us know your order number and the updated address and we will do our best to fix this up for you.
We ship every state in Australia including but not limited to all major cities. This includes Sydney, Melbourne, Brisbane, Adelaide, Canberra, Darwn and Perth.
At this stage, we only ship within Australia.
Orders placed before 12pm AEST on weekdays are shipped that day. You will receive an order completion email after we have packed your item and this email will have a link to track your order.
Sometimes the tracking data will not update until later that night or the next morning, so don’t be worried if your tracking link doesn’t work right away.
We also noticed with larger items being sent via Toll Ipec that the estimated delivery date is shown sooner then it will be delivered. Anywhere out of NSW will usually take 2-3 weeks.
We’re are really sorry to hear that your order has been delayed.
We work really hard with Australia Post, Toll Ipec and Fastway to meet all the different delivery options. Unfortunately sometimes during this process, things can happen outside of ours and our delivery partners control which may cause delays in getting your order to you.
We hope that you understand that we cannot guarantee delivery timeframes on any orders placed, however, rest assured we’re always doing our best to get your order to you when expected.
If it’s been more than 2 business days since your order was expected to arrive please get in touch with us so we can look into this for you.
We are so sorry to hear this, it is import to us to get this fixed as quickly as possible. You can let us know a number of ways, the best to resolve this for you is via email or Facebook messenger. Alternatively, you can fill in the webform below or give us a call.
Make sure you have your order number, photo of the fault, email address and preferred outcome on hand ready to help us provide you with a quick resolution.
If you have received a refund for returned item and it doesn’t seem like it’s enough, please make sure you’ve checked the terms and conditions for any promotions you’ve used on your order.
Some promotions require a minimum spend to receive the discount, free postage, or a promotional item and when return your item you may have broken the terms of the offer. We hope that you understand.
We’re so sorry to hear that you received something you didn’t order!
Jump online and initiate the return for an exchange for the size you should have received. Make sure you choose “Wrong item sent” as the return reason.
Once you’ve done this get in touch with our Online store crewq so we can investigate the issue and fast-track the process for you.