FAQs

1. Are your products new or used?

At this time, we only sell factory new items directly from labels' distributors.

2. When will my order be dispatched?

On average, orders containing available-to-ship items are processed and dispatched within 1-2 business days, although this is not guaranteed. 

The estimated shipping times that are displayed at checkout are from the point of dispatch. 

See our shipping policy for more information.

3. Can I cancel/amend my order?

Due to the nature of our dispatching process, if your order contains all ready-to-ship items, there is no guarantee that we can cancel/edit your order. Once an order has been submitted and processed, it cannot be stopped from dispatch.

Therefore, we kindly ask you to make sure all details are correct at checkout and no mistakes are present.

If you need to inquire about your order please feel free to get in touch.

Please note, no cancelation request is guaranteed to be successful. If your order has progressed too far, we are unable to stop it from dispatch.

4. Can I return my unwanted item(s)?

We have a 30-day return policy, which means you have 30 days after receiving your item(s) to make a return.

To be eligible for a return of an unwanted item, your item must be in the same condition that you received it and in its original packaging (Unopened & Sealed)

Refund is only provided if you received your order damaged or your order is lost in transit, please see our refund policy for more information.

5. What do I do if my item is damaged/faulty/incorrect?

If your item arrives and it is damaged/faulty/incorrect, please get in touch.

Please contact us as soon as possible after receiving your package for a replacement, depending on availability, or a refund. Please do so within 30 days of receiving your order. Please reference your order number and the item(s) in question when contacting us. Please also include evidence. This will speed up the process. 

Please see our refund policy for more information.

6. Is my order lost in the mail?

Once a package has gone untracked as delivered and without a tracking status update for 15 business days, we are able to classify it as lost mail and process a replacement or a refund. Before then, please leave feedback on the tracking page for the package's status to be updated.

Please contact us if you have any questions.

7. My order has been tracked as delivered but not received. What shall I do?

First, please confirm that the shipping address is correct for your order. We cannot be held responsible for items delivered to an incorrect address that we were given at checkout.

If your address is correct, please inquire with NinjaVan as our main delivery partner. They will be able to provide more information and guide you on your next steps. We are only privy to the same tracking information as you. Unfortunately, it is quite common for carriers to prematurely or incorrectly update tracking information. Please also check to see if perhaps a neighbor may have received a package for you.

Please see our shipping policy for more information or feel free to contact us.

8. Do you have a gift wrapping or gift receipt option?

At this time, we do not have a gift wrapping or receipt option. All orders come with an order slip included as standard. This includes the item(s) contained and the price paid. This cannot be removed from any order.