COVID-19 Shipping and Trading Updates

COVID-19 Update: We take the safety and the health of our customers and community seriously and have been following the directives from federal, state and local governments. Based on the current advice, we will continue to trade until we are advised otherwise, or interruption to logistics occurs. All our stock is Australia based but to manage operations, currently we will offer only STANDARD shipping on all orders, NO Express Post. 

We wish you and your family well and will endeavour to keep you as up-to-date as possible as things change and thank everyone for your support during this time. 
 

HOW WE GET YOUR ORDERS TO YOU.

 


CHEAPEST DELIVERY OPTION - FREE STANDARD SHIPPING (Shoelaces) (Retail Customers only) 
Smaller orders are typically sent as a Standard Letter and will be delivered to your mailbox or PO Box. Larger orders may be sent via Courier or Auspost Parcel Post to your delivery address but this may change with instructions from the government in regard to business operation. 

IMPORTANT for FREE SHIPPING: Smaller orders will be mailed as a standard letter to your home, business or PO Box and DOES NOT contain tracking. FREE SHIPPING small orders sent to Parcel Lockers will likely be redirected to your 'mailing' address by Auspost. 

Delivery Time -  currently 4 to 10 business days but may be up to 12 business days to some areas. This is due to Auspost cutting back letter deliveries to every 2 days.
These delivery time estimates are provided by our shipping partners and are to be used as a guide only. Delivery times may change depending on the COVID-19 directives from the government to logistic suppliers.

 

FASTEST DELIVERY OPTION - FLAT RATE STANDARD DELIVERY (Tracked) - $7.95 (Retail Customers only) 
Our Standard Shipping for Shoe Care Products and tracked orders is sent via Auspost or Courier.
Orders will be delivered to your residence, work address or PO Box and all shipping contains tracking.
 
Delivery Time -  typically 2 to 5 business days but may be up to 7 business days to some areas. 
These delivery time estimates are provided by our shipping partners and are to be used as a guide only.
 
 


Have you checked your address details are correct? 

We rely on our customers to enter their correct shipping address details and as such, strongly suggest that they double-check the address details that they've entered. For any orders that are undeliverable due to incorrect address, we will contact you to advise and arrange alternative delivery details. Undeliverable and uncollected items will incur a delivery fee for re-shipping, which includes orders sent by Free Shipping.

If shipping address corrections are required, please notify us ASAP and let us know any updates (as corrections made in your account will only apply to future orders). Corrections to addresses can be made only if the item has not yet been dispatched.

Are you shipping to your workplace?

At this time, due to closures of businesses and potential disruption to logistics companies caused by COVID-19, we highly suggest shipping orders to your home address only. When the situation changes, we will update our recommendation in regards to this.

Are you shipping to a parcel locker?

Small orders with Free Shipping are mailed as a standard letter. Small orders sent to Parcel Lockers will likely be redirected to your 'mailing' address by Auspost as don't accept letters. Please consider getting orders sent to your home address as this will avoid the need for you to be out and about.
 

 


Order Status & Tracking
If the delivery method required to ship your order includes tracking, you will be notified of the tracking number via the 'your order has been dispatched' email sent to the email address you used to complete your order. If you have not received a dispatch email, please check your spam/junk mail and add us to your accepted recipients' list. If no tracking number is available in your account for your order, it means that the order was sent as a standard letter and did not contain tracking.

Please note, that smaller orders are typically sent via Auspost Mailed Letter to your mailbox or PO Box. They DO NOT contain tracking and won't be trackable from your account. 

 


INTERNATIONAL ORDERS

We ship within Australia only.
 



SHIPPING AND DELIVERY TERMS

Shipping within Australia

  1. Currently, we process orders within a few business days but this may change due to circumstances and government directives. 
  2. Free Shipping is sent via the most suitable method available for the size of your order, which may include non-tracked methods.
  3. Within Australia, standard delivery should be received within 4 to 10 business days, some areas may take longer. Please allow up to 12 working days to receive an order and it may be longer due to COVID-19.
  4. An email will be sent to you upon dispatch of your order. If you are not receiving our emails, please check your spam or junk mail folder and add us to your list of approved recipients.
  5. Orders will be sent to the delivery address that you have submitted with your order. We cannot be held responsible if that delivery address is incorrect or mail is not received at that address. If the order is returned to us as undeliverable or uncollected, a fee will be charged to resend the order, or you may opt for a refund, minus the cost to us of the original delivery. Free Shipping items still incur a cost to us for incorrect addressing and will be charged accordingly to resend it.
  6. If shipping address corrections are required, please notify us ASAP and let us know any updates (as corrections made in your account will only apply to future orders). Corrections to addresses can be made only if the item has not yet been dispatched.
  7. Missing or non-delivered parcels need to be reported to us within 30 days.
  8. We use only reputable delivery companies, however, we do not accept any liability for delayed delivery caused by any third party.
  9. Change of mind returned orders will incur the original shipping cost for delivery.

Processing and Out of stock Items

Currently, we process orders within a few business days and your order will be dispatched as soon as possible. 

In the event that an order is placed for an out-of-stock item, you will be contacted as quickly as possible. You may choose to wait for the item to come into stock, choose an alternative item, or to receive a refund for the item. Please note that we stock some end-of-line and limited edition items and not all items will be restocked.


Rainchecks

All stock is offered for sale on the basis of availability and NO Raincheck are offered unless indicated otherwise.
The Online Store may indicate available stock which may for whatever reason be unavailable for sale. We will contact you should this occur and offer you a suitable replacement or a refund. We will never send replacement stock without your consent.