When will my order arrive / My order has gone missing

COVID-19 NOTICE: Please note that due to delays in shipping worldwide there will be additional delays. For further informationplease see this post.



We are sorry to hear that your order hasn't arrived yet. Please see the below to check what action can be taken for your parcel.


AUSTRALIA

  • Untracked Shipping
    As there is no insurance or ability to track parcels after they leave our facility. As such, if the order goes missing we are unable to offer any assistance.
  • Tracked Shipping
    you will be issued a tracking number (check your email for a message from AustraliaPost), which you can use to follow the progress of your parcel via the Australia Post tracking website.

Should the package go missing, we will be able to launch an investigation after 21 business days.


INTERNATIONAL

  • Untracked Shipping
    As there is no insurance or ability to track parcels after they leave our facility. As such, if the order goes missing we are unable to offer any assistance.
  • Tracked Shipping
    You would have been provided a tracking number (check your email for a message from DHL Global Mail), and in most cases the same number can be used on the DHL Global Mail tracker and your domestic mail carriers tracking site (for example USPS).
    Once your order has left Sydney it is rarely updated on the DHL side. Use your tracking number on your local posts website (for example www.usps.com). Once it hits your home country you''ll get way more updates and find our that it's probably closer than you think.

Should a package go missing, we are able to launch an investigation with DHL after 23 business days.