Shipping and delivery

This page explains where we send orders, what shipping costs, when your order leaves us and what to do if a parcel arrives damaged or doesn't arrive.

Where we ship

We deliver anywhere in Australia. Orders are dispatched from our Sydney address at 182 Pitt Street and from our other Australian warehouses, so parcels in the same order may arrive separately and from different states.

• International orders: we sell within Australia only, so we do not ship overseas.
• PO Boxes and parcel lockers: both are accepted, so you can use a PO Box or a parcel locker address at checkout.

Shipping costs

Shipping is free on every order, with no minimum spend. That includes suitcases and other bulky items, so the price you see on the product page is the price you pay.

Dispatch

We pay for shipping, so we dispatch as soon as we can: every order goes out once your payment reaches our account. Because bank transfers and PayID can take a day or two to clear, the timing depends on when your payment lands rather than when the order was placed. You'll get an email when the parcel is on its way.

We send parcels with Australia Post.

Delivery times

Once a parcel has been dispatched, how long it takes depends on the carrier and where you live. Metropolitan addresses are generally quicker than regional and remote ones, and carriers slow down during peak periods, severe weather and public holidays.

We hand every parcel to Australia Post as soon as your payment is confirmed, so the delivery time is whatever Australia Post quotes for your address. Metropolitan addresses arrive sooner than regional and remote ones.

Tracking your order

Every order is sent with tracking. We email the tracking number once your parcel leaves the warehouse, so you can follow it to your door. If your tracking hasn't updated for 5 business days, contact us with your order number and we'll follow it up with the carrier.

Pre-orders and backorders

Yes. Some items can be ordered before stock arrives. Where that applies, it is shown on the product page, and we confirm the expected dispatch date with you by email.

If your order includes both in-stock and pre-order items, we send the in-stock items straight away and the pre-order items follow as soon as they arrive. Shipping is free either way, so a split delivery costs you nothing extra.

Damaged, missing or incorrect items

Please check your parcel when it arrives. If the box is damaged, something is missing or you've received the wrong item, contact us within 14 days of delivery and include:

• your order number
• photos of the outer packaging and shipping label
• photos of any damage to the product itself

Keep the packaging until the issue is resolved, as the carrier may ask to inspect it.

If tracking shows your parcel as delivered but you can't find it, check with neighbours and around your property first, then contact us on +61 420 133 624 and we'll open an enquiry with the carrier.

None of this affects your rights under the Australian Consumer Law. See our returns and refunds page for how faulty items are handled.