Frequently Asked Questions by Retail Customers

What kind of packaging do your products come in?
All our products come with elegant branded packaging that demonstrates our confidence in products we sell. A lot of thought goes into packaging design to ensure ease of handling, gift-wrapping etc and importantly - that it does not take away the attention from the intrisic value of the product itself. In other words - we don't sell packaging, ableit a value proposition that is well presented!

Do you ship overseas?

Yes, we regularly ship to a number of customers internationally from stock we maintain in Australia. International Shipping is charged using AUD$ 30 upto AUD$ 100 spent and $ 10 per additional AUD $ 100 spent.

What forms of payment do you accept?
We accept Visa and MasterCard. Alternatively, you may pay by Bank Wire / EFT.

How do I place my order if paying through EFT/bank transfer or a Charge to my Credit Card?
You may use our Online Ordering system. At checkout, once you have registered you will have the option of selecting one of 2 payment options viz: Credit Card or EFT/Bank Wire. 

If you are charging to your Credit Card and we have all items in-stock, we may process your payment and ship or contact you for further instructions, as necessary. 

The fastest way to have your order processed and shipped is to pay by CREDIT CARD. We process payments off-line, after we have picked your ordered items, to avoid reversals etc. for stocked-out / back-ordered items. 

What happens if the item I ordered is not available?

We endeavour to keep our online system updated with available stock levels for each item. Where any product is Stocked Out and we are aware of it - you will not be able to place an order through our Online System. You may still email us to register your interest, back-order or reserve it. 

However, where you have ordered an item showing In Stock online, there may be instances where we do not have your ordered item or the required quantity. In such instances, we will contact you for instructions to part-process and keep un-filled item/quantity on back-order or cancel / refund.  

How long will it take to receive my order?
All orders within AUSTRALIA are shipped via Courier. Domestic orders generally require no more than 1 or 2 days delivery time to major metro locations. Country & Remote location may take from 2-7 working days. International orders deliver within 7-21 working days depending on country of destination. 

We do not accept any responsibility for delays due to mis-placed parcels, customs clearance or any other similar reasons beyond our control.

How do I cancel my order?
We do understand that you may have made an error or your circumstances may have changed or you're simply not sure! No problem, to cancel you order, please inform us via email and/or phone ASAP.  

Generally, there is a lag of minimum 6-12 hours from when you've ordered to when we ship. However, for a very small order placed before 12 noon on a work day, it is possible that we process it on priority to make the courier cut-off time of 1:30 pm.

Please note, that if your order has been shipped, cancellation will not be granted and you will be charged all freight and administrative costs for returns and/or un-accepted goods. 

How do I return a defective item?
We have good quality control in place when orders are packed. However, if you have a transit damaged or defective item you must lodge your claim within 5 days from the delivery date. To lodge a claim, please email us details of the damaged item/s with photos. 

We will process valid claims and arrange to send replacement/s at our cost. If we require you to return the damaged item we will issue a Return Authorisation.

I was shown an order successful page during checkout but did not receive email acknowledgment?
There are numerous possibilities. Please check that you did not make a typo whilst inputting your email ID. Another common reason is the Order Process email has been mistaken by your email server as spam. You may like to check your spam folder and make sure to select it as "Not Spam" to receive future emails in your inbox.

If all this does not provide answers, simply contact us for confirmation and/or assistance.