Thank you for considering shopping with us. We hold high standards when it comes to customer service. In order to provide the smoothest ordering process possible, the following policies apply to all orders placed with us either online or over the phone. If you require clarification on any of the following points please feel free to contact us.
While we aim to provide accurate stock information at all times, on occasion quantities can be incorrect due to breakages, supply errors and other warehousing factors. When an item listed as in stock cannot be shipped, you will be provided with available options via email.
Items on our website are generally held in stock. When an item is not in stock, but expected to arrive shortly you will be able to order, however a notice advising of the delay will appear at the checkout. Generally if you receive this delay notice we will still dispatch your order within 1 week.
While we aim to provide accurate stock information at all times, we do rely on our suppliers to provide delivery information. Various issues such as importing + Customs delays, manufacturing issues or supply errors can effect availability. We update our customers each time we receive a change in the ETA of an order.
If there is a delay on a part of your order, but you would like the instock items shipped straight away please contact us to request.
When an item becomes unavailable we may provide the option to swap for alternative product/s. Swapping items may result in a change of order total. Any additional amount can be paid over the phone by credit card. Should you select an option that requires additional payment we will call you to arrange. If the updated total is less than the amount paid, a refund will be made accordingly.
CANCELLING AN ORDER
Customers are welcome to cancel any unshipped orders at any time. Please note as we dispatch orders very quickly, we may not process email requests in time. Due to this we recomend doing so by calling us.
Once an order has been shipped we are unable to cancel. Please refer to our return policy if an unwanted order is already on its way to you.
CUSTOMER SERVICE EMAILS
When we require further information from you relating to your order, we will contact you via email.
This can happen if we receive an incorrect delivery address, conflicting orders or for any reasons as noted above.
If a response is required and is not received within 72 hours we may cancel your order. If an order is cancelled you will be refunded and notified accordingly.
Customer Service emails sent to you can also be found by logging into your account via our website.
While we package our orders very well and take every care when dispatching, occasionally items can arrive damaged. If you have recieved a damaged item please contact us within 7 days of receiving your order.
We will request a photo of the damaged goods so we can assess and offer an appropriate solution.
We may ask that you return the damaged item to us. If this is the case, we will provide a prepaid return label for you to attach to the package and take to the post office. When returning an item please ensure it is packaged well to prevent further damage.
Once we have received the damaged item back to us we can arrange a replacement or a refund.