FAQ - How Can We Help?
I cannot complete my order, what is wrong?
Contact us, detailing the problem you have encountered and we will be happy to assist.
I forgot my password, what can I do?
If you can't remember your password, you can reset your password using the email address you have previously registered with by clicking the Forgotten your Password link. You will be taken to a page where you can enter your email address and an email will be sent to you with a link to reset your password.
Can I make changes to my order?
Changes can be made to the contents of the order at any point before you get to 'check-out'. Once your order has been confirmed and you have made payment, no further changes can be made to the contents of the order. If you have chosen the incorrect products, please review our Returns Policy. Once the order has been completed, you have a limited time to cancel the order. If you wish to cancel your order, contact us immediately. If your order is already being processed you are unable to cancel the order, so we advise that you check your order carefully before you confirm.
What if a product I want is out of stock?
If a product is listed on the website store, then it is in stock. Sometimes a product can run out of stock after the ordering process. If this occurs we will send you an email advising you of the item being out of stock. You can then have the option of changing to an alternate product, requesting a refund or we can issue you a rain-check and we will send you the product as soon as it becomes in stock again (delays are usually no more than 2 additional weeks).
Why was my payment rejected?
This is an automated process through our payment gateway, however there are a few things to check before contacting us.
- Check with your bank to make sure there are funds available to cover your order.
- Check that your credit card information is valid and current. When you are issued a new card, sometimes some of the information changes. Confirm your credit card type, number, and expiration date, and try again.
- Check your name and address match the name and address on your current credit card.
Can I place my order over the phone?
Yes, we are happy to take your order over the telephone, please contact us on  9535 3360 and we be will be happy to help you. At the moment we don't take credit card over the phone, however we can take payment in the following ways & send the product on advice of payment being cleared:
- We can email you a PayPal invoice to pay on. You can pay by credit card this way.
- We can email you our bank details so you can make an online bank transfer, or go into one of our banks branches to personally make the deposit.
We do not accept cheque unless it is for bulk orders.
What payment types do you offer?
You can pay for purchases using PayPal where you can pay using most credit cards and no PayPal account is required. We also accept Gift Cards that have been issued. We do not accept debit cards, cheques, money orders or credit cards at this point in time.
Can I use my gift card or coupon online?
Gift cards and coupons are redeemable online in store.
Can I ship to multiple addresses?
We are unable to ship to multiple shipping addresses per order. If you'd like to ship to multiple addresses, please place a separate order for each unique address.
Is GST included?
Yes we will charge GST (Goods & Services Tax) on all Australian online orders.
I am having trouble placing my order or interacting with the website, what advice can you give me?
Please contact us and we will be happy to talk through the order over the phone and identify any problems you may have and how to overcome them.
How is my order confirmed?
When your order is received, you will receive an email confirming your order. If you have not received this email, please check your spam and / or junk mail folders. If by chance you still haven't received your confirmation email, contact us & we will check on your order and re-issue your confirmation email.
Can I send a Gift Message with my order?
You can add a free personal gift message to your order. At the checkout process there is a Customer Note section, here you can advise us that you want a message included and will have the opportunity to create your personalised message. This will be transcribed onto a gift card and attached to your order.
Returns & Exchanges
What is your Online Return Policy?
Even though we believe in our products and their quality, it's important to us that you be completely happy with your purchase. If you are disappointed we would like to know. Please contact us within 30 days of purchase. All refunds will be made in the original method of payment, excluding delivery costs. We do not issue returns on Gift Cards, but we can reissue another card excluding delivery costs. Please review our Returns Policy.
Can I return Clearance or Discounted items for a refund?
We have a 'no return' policy on clearance or discounted items.
- Gift cards may be purchased online and may be used as full payment for any goods purchased online.
- The Gift Card will retain its balance in perpetuity, subject to the terms.
- A Gift Card cannot be redeemed for cash. Unused balances are also not redeemed for cash.
- We reserve the right to amend these Terms and Conditions, or terminate the Gift Card scheme with not less than 60 days prior notice on our website and published on social media sites.
- We cannot replace the Gift Card if lost. Treat the Gift Card like cash.
Where can I change my details?
Your details can be changed at any time by logging into My Account, and editing your profile.
Can I view my order history?
If you have created an account, you can view a history of all the orders that you have placed, and the status of a current order. Go to My Order Status and select the order you want to check.