Our courier partners Kuroneko Yamato Japan (UPS will take over, once the package arrives in your country) and Aus Post are currently operating as normal. However, delivery may take longer than usual to arrive depending on your shipping location.
Please email us at firstname.lastname@example.org to check on your order or for general inquiries.
WHEN IS MY ORDER SHIPPED?
We strive to ship orders as soon as possible, usually within a few days.
HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED?
We will send you a 'dispatch confirmation' email as soon as your package has been collected. This email will also contain your tracking number.
WILL I BE CHARGED ADDITIONAL TAXES OR DUTY?
Customers are responsible for all import duties and tax charges that may be applied by their local customs office for delivery to their country. Any Import duty or tax charges are out of our control.
IS MY PACKAGE INSURED?
We insure all packages during the time they are in transit until they are delivered to you. We require a signature for any goods delivered, at which point responsibility for the package passes to you. If you are not the receiver of your purchase (for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package. Please note, customers are responsible for insuring any return package to us.
CAN I CHANGE MY DELIVERY ADDRESS AFTER THE ORDER WAS PLACED?
Provided the item has not been collected by our courier, we will do our best to update your preferred address, but we cannot guarantee. Please contact us as soon as possible email@example.com. Once the item has shipped, we are unable to change the delivery address.
CAN I HAVE MY ORDER DELIVERED TO AN ADDRESS DIFFERENT TO MY BILLING ADDRESS?
Yes, you can select a separate delivery address from your billing address at the checkout. If you are shopping with us for the first time, we reserve the right to ship your first order to your billing address (rather than an alternative shipping address).
WHAT HAPPENS IF NOBODY IS ABLE TO SIGN FOR MY ORDER?
Aus Post will leave a card to say they were unable to deliver and that the package will be held at your local post office. UPS will leave a card to say they were unable to deliver and they will try again 2 more attempts. If the 3rd delivery attempt is unsuccessful, they will leave a card asking you to contact them and rearrange a delivery at a time or address you will be available.
DO I HAVE TO PAY FOR MY RETURN?
Yes, customers are responsible for the cost of shipping returns back to us. If you have requested an exchange, we will ship the replacement item(s) back to you at your cost. (Please refer to Return/Refund Policy)
WILL I BE CHARGED TAX OR DUTY ON MY REPLACEMENT ITEM?
We mark all replacement shipments as ‘exchange’ or ‘replacement’ with ‘no commercial value’, on the basis taxes would have been paid on the original order. In the unlikely event that your local authorities request taxes on the replacement item, we recommend that you dispute these charges with them directly.
If we've not answered your question above, please email firstname.lastname@example.org