Problems, returns & refunds

What you can report

• Your parcel hasn’t arrived 5 days after the latest estimated arrival date.
• An item arrived damaged.
• You received the wrong item.
• An item is faulty or doesn’t work.
• An item isn’t as described on our site.

Report a problem within 120 days of your order. After that, contact us: your rights under consumer law don’t end at 120 days.

How to report a problem

1. Open your order page (the private link you got when you paid).
2. Choose Report a problem and pick the items affected.
3. Tell us what’s wrong and add up to 3 photos showing it (not needed if the parcel never arrived).
4. Choose a refund or a replacement.

Lost your order link? Contact us with your order number and the email address you paid with.

What happens next

• Most reports are approved immediately. A refund goes back to the card you paid with, or a replacement is sent to the same address.
• Some reports are checked by a person, such as larger amounts, usually within 2 business days. Your order page shows where your report is up to.
• You don’t need to send the item back unless we ask. Please keep it and its packaging for 30 days in case we need more photos.
• If a replacement can’t be sent, for example because the item has sold out, we refund you instead.

Refunds

Refunds go back to the card or payment method you used, in the currency you paid. Banks usually show a refund within 5–10 business days. If your bank converted the currency when you paid, the amount in your currency may differ slightly, because exchange rates change.

Change of mind

We don’t offer refunds or exchanges if you simply change your mind, for example if you no longer want an item or chose the wrong size or colour. Please check sizes, colours and details before you order.

If you live in the United Kingdom, the law gives you 14 days from delivery to cancel an online order. To cancel, contact us within those 14 days and we’ll tell you how to return the item. You pay the return postage, and we refund the price you paid within 14 days of receiving the item back, or of you showing us proof that you sent it.

Your rights under consumer law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This policy adds to those rights; it doesn’t replace them. If you live outside Australia, you also keep the protections of your own country’s consumer laws, such as New Zealand’s Consumer Guarantees Act and the UK’s Consumer Rights Act.