Online Store FAQ

Shipping & Delivery

How long does shipping take?
Handling and delivery timeframes are displayed at checkout and may vary by location, carrier performance, and item type.

Do you offer tracked shipping?
Yes. Orders are shipped using tracked delivery services.

What happens if I’m not home for delivery?
If safe drop is available, the carrier may leave your parcel. If not, it may be redirected to a local post office or collection point for pickup.

Do you ship oversized or bulky items differently?
Some oversized or bulky items may require additional handling time and may arrive separately due to packaging and carrier requirements.

What should I do if my order hasn’t arrived?
If your order has not arrived within the expected timeframe, please contact us so we can assist.

Orders

Can I change or cancel my order after placing it?
Orders are processed quickly and generally cannot be changed or cancelled once submitted. In some cases, we may be able to assist before dispatch — please contact us as soon as possible.

Returns & Refunds

Do you accept change-of-mind returns?
Yes, eligible items may be returned for store credit within 60 days, subject to conditions.

Are all items eligible for return?
For hygiene reasons, hair extensions are not eligible for change-of-mind returns. This does not affect your rights under Australian Consumer Law for faulty or incorrectly supplied items.

Who pays for return shipping?
Customers are responsible for return shipping costs for change-of-mind returns. Where an item is faulty, damaged, or incorrectly supplied, return shipping will be handled in accordance with Australian Consumer Law.

How long do refunds take to process?
Approved refunds are processed within 7 business days and returned via the original payment method where possible.

Faulty or Incorrect Items

What if I receive a faulty item?
Please contact us as soon as reasonably possible after receiving your order with details and photos so we can assess and assist.

What if I receive the wrong item?
Contact us as soon as possible. We may request photos and will arrange an appropriate resolution.

Are electrical items covered by warranty?
Electrical products are covered by the manufacturer’s warranty and also include consumer guarantees under Australian Consumer Law.

Payments & Security

What payment methods do you accept?
We accept Visa, Mastercard, American Express, JCB, Apple Pay, and Google Pay.

Is my payment information secure?
We do not store or have access to your full payment information at any time. All sensitive data is transmitted and securely processed using encrypted payment gateways (Stripe).