Ground Floor Delivery

Deliveries are made to a ground floor location of the shipping address.

Parcels with a tracking number can be delivered anytime on a business day between 9am to 5pm.

Free Shipping or Flat Rate Shipping

Most orders are dispatched successfully Australia-wide. In the off-chance there are any issues arising prior to dispatch, we will contact you with an option to cancel your order for a full refund if you do not wish to go ahead with alternative shipping arrangements. There could be some cases where a physical street address is required for delivery or the courier may deliver the item to their nearest viable depot for you to collect.

Large, bulky or heavy items are excluded from free shipping.

For all items listed as *Pickup Only*, please select the “Click & Collect” option or contact us beforehand before placing an order.

Large Item Deliveries

For large item deliveries, our couriers require an able-bodied person to assist with lifting and unloading the item out of their delivery vehicle to complete a ground floor delivery. Please ensure you arrange for this at time of delivery otherwise the item may be returned to us and the courier may charge a ‘failed delivery’ or ‘return to sender’ fee. You will be required to cover any fees and subsequent re-delivery fees which have been incurred as a result of failing to make adequate arrangements for a successful delivery.

Additional Delivery Fees

Shipping fees are estimated at checkout. We aim to dispatch all orders where possible; however in the off-chance that the order amount you paid is unable to cover the actual cost of shipping, we reserve the right to notify you and request payment of additional shipping fees to dispatch your order. We will always provide you with the option to cancel your order with a full refund if you do not wish to proceed with covering additional shipping fees.

Courier Deliveries and Authority to Leave

Our couriers have the discretion to either complete:

  • a contactless delivery;
  • delivering the parcel to a depot for you to collect (for example a local post office with Australia Post); or
  • initiate the return of the parcel if the consignment is deemed undeliverable (for example due to an incorrect or invalid shipping address) or the consignment has not been collected in time from their depot.

Couriers may charge additional shipping fees to process return of parcels which you may be liable for.

If you do not wish to collect from a courier depot, you may specifically authorise the courier to leave your parcel at the shipping address by adding the words “Authority to leave” or “ATL” to your order notes, shipping instructions or shipping address line at checkout. Please ensure the shipping address enables goods to be safely left on site.

Ownership after Delivery

Ownership of the goods passes to you upon delivery to you or the address for which you have provided an authority to leave. Events that occur after completed delivery, such as theft, is normally not within the scope of what we or couriers cover.

Change of Mind Returns

We accept ‘change of mind’ returns of an eligible product if we have authorised the return and the product is returned to us within 30 days of purchase. The returned product must be ‘as-new’ in its original packaging and the product must not have been opened, used nor damaged. Whether a product is an eligible product for returns is determined at our sole discretion.

We may charge a handling fee of 20% of the order amount relating to the returned item(s) to cover third party order processing fees, along with the cost of packaging and labour involved in shipping out the goods to you and processing your return.

You will be required to cover all shipping fees incurred for a ‘change of mind’ return including the original shipping fees we incurred to deliver the product to you initially and any shipping fees or costs you incur to return an item back to us, regardless of any free or discounted shipping promotion which was available at the time you placed the order or any discount coupons you used at the time of your order.

Please contact us to initiate the return process as we do not accept exchanges and products sent to our address without a return authorisation will not be accepted nor acknowledged by us. We will provide you with instructions on how to return the products to us and, once we receive your returned items, we will provide you with a refund after deducting the abovementioned fees.

Items excluded from Change of Mind returns

The following items are excluded from Change of Mind returns:

  • Any used or unrestockable product
  • All bedding & mattress products
  • Pet products
  • Personal care products
  • False nails and other similar items involving small pieces

Product Issues

Should the product itself arrive defective, damaged or missing parts, you must notify us and send photos or videos of the issue to us within 7 days of delivery so we can promptly assist with your enquiry. If possible, you may also refuse the delivery and notify us immediately of the issue.

Right to refuse return

We reserve the right to refuse your return request if we are not reasonably satisfied that we are responsible for the damage or issue, if the product is not eligible for returns or if you do not accept the Terms relating to the return.

Australian Consumer Law

None of our Terms are intended to limit or exclude your rights under the ACL.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage caused by our products. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.