What should I do if my order is lost or delayed?Updated a month ago

If your package is experiencing delays or seems to be lost, there are a few steps you can take.

Before we dig though, please note during non-sale periods, orders *Excluding personalisation will take 1 to 3 business days to dispatch from our Brisbane, Australia warehouse. During sale periods, orders may take up to 7 days to dispatch due to the influx of orders for our small but mighty warehouse team to process. If your order is delayed but still in that time frame, please know we may still be processing your order. Once your order hits the road, you will receive a shipping notification and tracking. 

If you have received tracking information though and know your order has been dispatched, please check your tracking information regularly for updates. In cases where the package has not moved for an extended period or if it is indicated as lost on the tracking system, please reach out directly to Auspost to lodge an inquiry HERE. It's helpful if you can also reach out to us so we can raise our own case with Auspost also. 

If a parcel is completely lost and you have included Shipping Insurance with your order, we will make efforts from our side to resolve the issue, including potentially resending the order.