Delivery & Tracking

Due to the speed in which we pack your order an address update is not always possible.

TRACKING NUMBER NOT YET RECEIVED
If you have just placed your order, and have not yet received a tracking number or notification the order has been packed, it may still be possible for the address to be updated.

Please reach out to our Team as soon as possible.

TRACKING NUMBER RECEIVED
Unfortunately we are unable to update a delivery address once an order has been packed and a tracking number has been allocated.

However, by contacting StarTrack on 13 23 45 you may be able to request an update to your address with them. Please be aware that address updates may contribute to a slight delay in delivery.

In most instances, we are unable to cancel an order once placed.

Due to the speed and automation of our warehousing facilities, we are unable to cancel an order once it is placed. Although you are able to return the order once delivered in accordance with our Change of Mind Returns Policy. 

We are unable to make changes to an order once it has been placed.

Once your order has been placed, we're unable to modify your order. This includes changing the colour or size of an item, and adding or removing items from your order.

Once delivered, you are able to return any items ordered in error, in accordance with our Change of Mind Returns Policy. 

Shipping is free for orders over $100 and $10 for orders under $100. This will automatically be applied at the check out. Unfortunately we do not ship outside of Australia. However, please be sure to sign up to our membership database to stay updated on any changes to this.

We aim to pack and dispatch online orders within 1-3 business days. Once your order is dispatched, you will receive an email notification with a tracking number. 

Please note: During peak periods (sales or public holidays), dispatch times may be longer. 

You will receive regular delivery updates and can track your order via the courier website.

TRACKING NUMBER
If you haven't received a tracking number, it would indicate our Team are still busy packing your order.

You'll receive an email with your tracking number once your order has been packed, we recommend checking your spam and junk folders for this.

Tracking numbers are also available by logging in to your online Account, under My Orders.

Rest assured, if you checked out as a guest you can retrospectively create an account with the email address used, and your purchase history will be visible to you there.

TRACKING YOUR ORDER 
Once your order has been collected from us, you'll receive an email from our courier with a tracking link, and regular email updates.

You can also input your tracking number on the StarTrack website, to view the status of your order at any time.

Just placed an order? All orders are shipped using StarTrack Express delivery. 

Standard delivery times can take 1 - 4 business days unless located in regional areas which can take 2 - 7 business days. 

During major sales and events please allow 3 - 7 business days for orders to be dispatched. This does not include shipping time. 

If you haven't received an order confirmation via email shortly after your purchase this may be due to:

• Your order is still processing in our systems
• A small typo in the email address entered at the checkout
• The email has been marked as spam and has been moved to your junk/spam folder

If you still haven't received it within 24 hours, contact our Customer Care team below and we'll locate and resend your order confirmation. 

If your order is undeliverable, you will be refunded via your original payment method.

It is important that orders are delivered with care and arrive in good condition, where that is not possible the order will be returned to us, and a refund is issued.

A parcel could be returned to us in instances such as:

DELIVERY ADDRESS
Where a delivery address is incomplete, the address is unlocatable, or there is an external factor preventing delivery.

SAFE PLACE TO LEAVE
Where Authority to Leave has been selected, but a safe place to leave the parcel could not be identified.

PARCEL CONDITION
Where the parcel has become damaged during transit.

If you haven't yet received a tracking number, it just means we're working on processing your order.

You'll receive an automated notification with your tracking number once your order has been dispatched. 

We also recommend checking your spam/junk inbox as it can sometimes land in there.

You can check out our Delivery Timeframes to help you estimate the arrival of your order.

We're so sorry it's arrived in this condition!

Reach out to our Customer Experience team below ASAP, and we'll gladly assist!