FAQs
Shipping & Tracking
How long will it take to ship my order?
We offer tracked and insured shipping for all orders. Your order will be processed within 48 hours of ordering, excluding weekends & public holidays. However, usually they are processed on the same day & you can expect a shipping confirmation email within 24 hours of purchase.
Once your item is dispatched, the estimated delivery time is:
- Australia: 5-12 business days
- USA & Canada: 5-14 business days
- UK: 5-14 business days
- Europe: 5-14 business days
- Rest of World: 5-20 business days
You can track all shipments on the Track Your Order page.
How much is shipping?
We offer Free Shipping for all orders over $50. Insured Delivery is selected as standard shipping.
Why I have more than one tracking link?
We are currently working with different carriers to help manage our order distribution, and to lower the overall cost of production, so that your purchase is always affordable without stressing over price or quality. Thank you for your understanding.
What if my package get lost during transit?
If, by any chance, your package gets lost in transit, don't worry – we've got you covered!
Rest assured, we have two friendly options to make things right for you. First off, we can arrange a speedy reshipment of your order, and you can expect your goods to arrive within 7-10 days. Alternatively, if you prefer, we can issue a full refund for your lost package, so you won't be left empty-handed.
Digital Products
What exactly do I get?
As a VIP Member, you get more than just access, you get advantages. Think early access to product launches, exclusive member-only deals, personalised recommendations, and first dibs on limited-stock items.
Plus, enjoy premium support and curated shopping content you won’t find anywhere else. It’s like having a personal shopper and insider access rolled into one.
Can I cancel anytime or am I stuck in a contract?
Totally flexible. Cancel anytime, no fees, no fine print. You’ll keep anything you’ve received up to that point, and your card won’t be charged again. We believe in earning your loyalty with real value, not by locking you in. One thing to mention though, is that if you want to stay ahead and experience what others don't, the VIP Insider Access is your advantage.
Why not just shop when I want instead of paying monthly?
Members unlock early access, insider deals, and special bundles not available to casual shoppers. Most of our members save more in discounts than they spend on the membership. If you shop even semi-regularly, it pays for itself.
Will this show up weird on my credit card?
It appears as a standard charge from our parent company. Nothing flashy or unusual. Just like any other online service. We respect your privacy, and all billing is handled securely and discreetly.
What if I don’t like what’s offered one month?
Every month brings a fresh selection based on member trends and preferences (e.g., products, perks, and content). While not every release may match your exact taste, variety is part of the fun. We work hard to keep it exciting and relevant based on feedback.
Can I cancel my digital order?
Sorry we can't cancel orders once they're placed because the digital download is instantly available - you get immediate access to everything.
That's actually one of the benefits - no waiting around for shipping or processing.
If you're concerned about the purchase, you can always check it out on our sales page first to see if it's what you are after. Thank you for your understanding.
Can I return or get a refund?
We generally don't offer refunds on digital downloads since you get instant access to the full product. However, if there's a genuine technical issue with the download or the content is significantly different from what we described, we'll work with you on a case-by-case basis. Our customer support team is available 24/4 to help you out.
What we do offer all customers is access to new collections and email previews before anyone else gets them.
Transparence
What is your Guarantee?
We don’t pretend to be perfect. But we’re upfront about how we work, what’s in our products, and what to expect when you shop with us.
We want every purchase to bring you and your pet joy! If you're not satisfied with your product, we offer a full refund within 30 days of purchase. For more information, please visit our Returns & Refunds Page.
As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. Please note, we do not cover the return postage cost.
Please reach out to our team via Contact Us Page, and we’ll be happy to assist.
Why are your products only available on this site?
Shop with us exclusively online. Our products are only available through our official website. We also share updates, launches, and behind-the-scenes on social media.
Please be aware of fake replicas on Amazon, eBay or any other sites.
What about the special promo for a limited edition product?
Great question! Because the limited-edition version is handmade in small batches and packed with special care, it ships separately from your main order. This is to make sure it arrives in perfect condition and follows special handling instructions from our maker.
Most customers receive their main order first, and the limited-edition arrives shortly after in its own packaging. You’ll get separate tracking as soon as it ships.
This extra step helps us preserve the quality and keeps your special edition… well, special.
Why do some orders arrive in separate packages?
To keep things affordable and efficient, we sometimes ship from multiple warehouses. That way, we don’t pass extra costs on to you. If your order comes in two parts, that’s normal because they’re all on the way.
Where are your products made?
We're based in North Parramatta, NSW, and we work directly with trusted manufacturers from all around the world and connect them with small businesses to offer quality, reliable products for thousands of customers.
We're working behind-the-scenes to have our factory and warehouse fully Australian-owned and operated.
Security & Payments
What payment methods are accepted?
We accept different types of payments, all among the most secure, reliable and used.
- Credit card (Visa, Mastercard and Amex)
- PayPal
- Apple Pay
- Google Pay
Are the payments secure?
Yes absolutely, we work only with the most reliable and used providers.
Every payment is secured by SSL protocol and encrypted, so we never have access to your payment information.
Our service providers also guarantee reimbursement in the event of a payment dispute.
Are there any additional fees?
We make sure to cover all costs related to our responsibility for 99.9% of the orders.
However, depending on your bank, local delivery service or country of receipt, additional charges may be levied beyond our responsibility.