Where's my order? Track it here!
Track your order
Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. You can track your order at the top of this page using your order number from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.
If you don’t have your order number, log into your account here and then go to 'Order History'.
Why is my order late?
Please double check the shipping option you selected, cut off times for ordering and the date which we said it will be shipped by. You can check shipping timescales here. If it's after 9pm on that date then it’s late. If it's before the advised shipping date and you've had your dispatch email, then it’s on its way. Your shipping date has to have passed for us to be able to investigate where your order is.If your shipping date has passed, please contact us by going to the 'Contact Us' tab on this page and have your order number ready.
Why was my order cancelled?
If you've placed an order and received a cancellation email from us, we're sorry about that. This will usually be because the stock wasn't in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.
Can I cancel or change my order?
I received a faulty item, what do I do?
We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please go to our 'Contact Us' tab, to help us get this fixed for you ASAP. When you first contact us please include the following information;
Your Name, Order Number, Product Name and Code, Picture of the fault and a Description of the fault.
The product name and code can be found on your order confirmation email.
If you contact us via the 'Contact Us' tab please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.
How do I return my package?
AUSTRALIAN & INTERNATIONAL RETURNS
Repack your items.
Login to our returns portal. You will need your order number and email/last 4 digits of your phone number.
Select your preferred return option (Print returns label at home or in store options).
Once you have processed and paid for your return in the portal you're ready to post it off! Make sure you keep proof of postage!
Keep an eye on your return tracking. You'll get an email once we receive your returned item.
We're bummed things didn't work out for you, but here's the good news: You've got 28 days to send something back to us from the day you receive it.
When returning a parcel please follow the process below. You can find out the postage price in the portal or you will be asked to download a returns label and pay for postage at your local post office. Please use a trackable service and keep your proof of postage receipt until after your refund is processed.
Good to know...
- We've gone paperless! You'll no longer receive a delivery note in your parcel. Select your preferred return method and get your trackable returns label, just follow the easy steps above.
- We can't offer refunds on fashion face masks, pierced jewellery, swimwear or our intimate toys if the hygiene seal has been broken.
Good to know...
We've gone paperless! You'll no longer receive a delivery note in your parcel.
For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, swimwear or lingerie, if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached.
This does not affect your statutory rights.
There wasn't an invoice in my parcel, can I return?
I am outside of the returns policy, can I return?
Over 28 days?
We move fast and the turnaround of stock we sell means that we will not be able to resell your goods, so unfortunately we cannot accept returns that are over 28 days
I don't have the original packaging, can I return?
Refunds - How long will my refund take?
If you return via the portal, it can take up to 3 days for your return to arrive to us and, up to 7 days for your refund to show in your account depending on your bank's processing time. The refund will go back to the payment method you used when placing your order, once we've done our bit you'll get an email confirming it’s on its way. If you've waited more than 14 days with no email from us then please get in touch by going to the 'Contact Us' tab on this page.