Customer Service Information
We take our customer service seriously. If you have any problems with this web site, your order, or the service we provide then please contact us and we will rectify it. We want you to be a very satisfied customer. Please read on to understand our customer service policies and initiatives…
- How to Order
- Payment Methods
- Delivery Charges and Time Frames.
- GST and Taxes
- Security Measures
- Returns and Refunds Policy
- Product and Service Guarantees
- Privacy Information
- How we can be Contacted
How to Order
Online Orders:Ordering on this web site is very easy - simply follow these steps
- Browse our site and find the items you would like to purchase. Choose your preferred colour and size, or other options.
- Add the item to you shopping cart. Make sure you check the size chart to get size equivalents if you are ordering outside Australia
- Repeat the process until you have all your items and view your cart.
- Click on the checkout item to go to our secure ordering page.
- Fill in the details you are prompted for and submit your order.
- An initial email will be sent to you immediately and one will be sent once we process your payment for your order.
Please ensure that a secure delivery address is given as we cannot take responsibility for lost or stolen parcels unless the parcel is sent by courier with signature on delivery.
Phone Orders: Australian customers can call us during business hours 8:00am - 4:00 Monday to Friday AWST on 089 493 1977.
For orders to overseas destinations the check out page will automatically calculate freight costs and display the total cost before the order is submitted.
Total cost includes cost of the item (no GST) and regular airmail.
Credit Cards: We accept Visa and Master Card. We accept these details via our SECURE order page.
You should receive your order within 2 to business days depending on your location. Please provide business adress or Authority To Leave Without Signature if you will not be at home to sign for your order.
A charge of 10% GST is included in the retail price shown. The price shown is the price charged for Australian customers.
GST on international orders:
Orders to international destinations are not liable for GST and prices will be calculated at less than that shown on the site. International destinations include Cocos Islands, Christmas Island and Norfolk Island. The total price of your order will include the 10% GST at the start of the checkout. However, this will be reduced when your international delivery destination is specified and we automatically deduct the Australian GST from your order.
We employ extensive security measures using secure encrypted links and proven encryption methods to keep your payment details safe. Please visit our security page to read more about how to tell when it is safe to enter your payment details.
Returns and Refunds Policy
We comply with the Australian Consumer Credit Laws when dealing with returns or refunds as detailed below.
However, if you do not qualify for a refund or replacement under the ACCL, please contact us to discuss your situation. We're a friendly lot and will always consider any reasonable request.
We are not required to provide a refund or replacement if you change your mind.
But you can choose a refund or exchange if an item has a major problem. This is when the item:
- Has a problem that would have stopped someone from buying the item if they had known about it
- Is unsafe
- Is significantly different from the sample or description
- Doesn't do what we said it would, or what you asked for and can't be easily fixed
Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.
Please keep your proof of purchase ie: your receipt or online order confirmation
Consumer Protection Advice Line: 1300 304 054
Product and Service Guarantees
If you have a problem with your purchase, then we want to know about it so we can rectify the situation. Please see our Guarantees Page
We know that it is important to be able to be easily contacted if there are any issues, concerns or questions about your order or you experience any problems. Our full contact details including postal/physical address phone and email addresses can be found on the contact page.