Frequently Asked Questions
Do we sell genuine and Official licensed merchandise?
Yes, all our products are genuine and Official licensed merchandise guaranteed.
What forms of payment do you accept?
We only accept payment through credit/debit card, PayPal and AfterPay online.
How long does it take for someone to reply to my email?
We generally reply within 24-72 hours (Business Days only).
What is the handling time for all online orders?
We offer 1 business day handling time (excludes weekends and pre-sale, special order and personalised items), unless otherwise specified on the website. Please note during our busier times of year (eg. Origin, Grand Final week, Christmas) our handling time may take anywhere between 1-3 business days.
Where do you deliver to?
We deliver Australia wide and internationally.
How long will it take to receive my order?
Depending on your location in Australia you should receive your order within 1-10 business days after your parcel has been posted. For international orders, delivery can take anywhere between 5-20 business days and in some cases longer if there are any international postage carrier delays and/or issues. If you have any concerns about the whereabouts of your parcel please contact us so we can help locate your parcel.
How can I track my order (Australian Orders Only)?
Once your order has been posted, you will receive a notification that it has been posted with a tracking number. You can use this tracking number on the Australia Post website or Courier Please website to track the progress of your parcel. If you have any concerns about the whereabouts of your parcel please contact us so we can help locate your parcel.
What do I do if I have not received my order by the expected delivery date?
Depending on your location in Australia you should receive your order within 1-10 business days after your parcel has been posted and for international orders within 30 days. If you have not received your parcel and the tracking shows no recent scans please contact us so we can help locate your parcel. We may need to lodge an investigation with the postal provider which can take anywhere between 1-8 business days to be finalised.
Can I change my order details after my order has been posted?
If you need to change any of your order details (e.g. address, item or size) please contact us as soon as possible after making your purchase as emails are not checked hourly and can take up to 24-48 hours (business days) for checking and responding. If you have received a notification that your order has been sent it is unfortunately too late to make any changes to your order and depending on the situation you may need to refer to our Exchange and Returns Policy.
Do we offer an Express Post Postal service?
Yes we offer an Express Post option (starting at (not always) $11.50 plus $5 for each additional item) for Australian orders. Our customers will be able to select this postal option at checkout.
Please note not all postcodes/suburbs are covered in the 'Express Post Network'. To check if your postcode/suburb is the Express Post Network please click here (scroll down to 'Express Post Delivery Postcodes').
If I select and pay for Express Post, will I get it the Next Business Day?
According to Australia Post, if your postcode/suburb is the Express Post Guarantee Network you will receive the parcel within 1-3 business days from the date of shipment. To check if your postcode/suburb is the Express Post Guarantee Network please click here (scroll down to 'Express Post Delivery Postcodes').
Can we pick up orders made online?
Yes you can pick up your online order free of charge by selecting "Pick Up" option at checkout. For more information about our click and collect service please click here.
Do we offer International Shipping?
Yes we offer international postage at an additional charge starting at $25 AUD plus $12.50 AUD for each additional item.
Do you accept exchanges and/or returns?
Yes we offer 30 day exchanges and returns for online orders (excluding personalised merchandise) in accordance to our Exchange and Returns Policy. Please note this period is extended to 60 days for purchases made in November and December to cater for Christmas purchases.
Do you accept exchanges/returns in-store?
Yes our customers are welcome to exchange or returns goods purchased online (excluding personalised merchandise), in-store as long as it is in accordance with our Exchange and Returns Policy and the customer has contacted us prior for approval.
What do I do if something is wrong with my order?
Please contact us within 14 days from receiving your order so we can help resolve the issue for you. Please allow 24-48 hours (Business Days only) for a reply.
