What do I do if my order hasn't arrived?
Please note that your parcel has been sent with our preferred carrier, Auspost and a tracking advice emailed to you at the time of dispatch. If your parcel has not arrived by the estimated delivery date, we must allow 4 business days before we can lodge an enquiry on your behalf. If a case is opened, we are required to then wait a further 5 business days for Auspost to advise us whether the parcel has been located or not.
Often parcels arrive shortly after the investigation begins but on the rare occasion they do go missing and are never recovered. It is only when we are formally advised by Auspost that the parcel has been lost, are we able to send out a replacement to you at our cost.
In order to avoid the risk of further issues and delays, we are required to follow Auspost procedures. So if your order has still not arrived within 4 business days of its estimated delivery date, please contact us at firstname.lastname@example.org and we will follow up.