My delivery has not arrived in due time through the shipping agent!

It is frustrating when excitedly you check day after day for the arrival of goods, or the note to go and collect, and we completely understand this. Once the order has shipped from us has no control or bearing over the quality of service carriers give, and unfortunately during extreme peak periods, Click Frenzy + Black Friday + Christmas Period for instance, Australia Post and other carriers can at times slow down a lot to some areas. When shipping delays, errors and losses occur we'll do all we can to help out, we're on your side after all.

Our carriers are best in class in terms of service and reliability - having said that there are definitely deliveries that fail to meet our standards and yours. Rest assured the percentage is very small. Australia Post for instance, despite any reports to the contrary, are by far the biggest and most reliable shipping network in Australia in our opinion, but still at times they get it wrong.

We do understand the frustration, and although there is little we can do when a parcel has been unexpectedly held up due to carrier issues, we can assure you that we are constantly in contact with our shipping account managers and monitoring the quality and reliability of their service, and will do all we can to assist with tracking and correcting of slow, delayed or lost orders. Please note that when Australia Post need to investigate a parcels whereabouts or the delay/issue, and although we stress the urgency, we need to await their feedback, they generally quote a time of 5 business days for this.

During this stressful and inconvenient occurrence we appreciate your patience and understanding, we'll do all we can to assist.