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Customer Service - Frequently Asked Questions
Ordering Is it safe to use my credit card on-line? When do you charge my credit card? Can I change, add to, or cancel my order after purchasing? My coupon code won’t work, what am I doing wrong? My gift card won’t work, what should I do? I have not received a confirmation email after purchasing? What payment types do you accept? Delivery
How can I track my order? Will my order arrive in a single delivery? Can I pick up my order? What happens if I am not home to receive my order? Will I need to pay customs fees? Returns Have you received my returned goods? My order is faulty, damaged or incorrect. What should I do? I have ordered the wrong size, and the size I require is not available? How do I return an item? Gift Cards How do I use a Gift Card? Do you sell Gift Cards? Pricing What currency are the prices displayed in? My Account How do I edit or update my details in my account? What are the benefits of becoming a Member? What do you do with my information?
Ordering
Can I place a phone order?
Unfortunately we are unable to take telephone orders.
Customers are encouraged to use our website to place orders and to utilise our payment gateway security features.
Customers are encouraged to use our website to place orders and to utilise our payment gateway security features.
Yes, it is extremely safe.
When transacting via our secure server, your credit card and personal details are encrypted using the latest industry standard SSL (Secure Socket Layer) encryption technology before being sent over the internet.
If you are still unsure about using your credit card to pay for your order, we do offer PayPal as an alternate payment method.
When transacting via our secure server, your credit card and personal details are encrypted using the latest industry standard SSL (Secure Socket Layer) encryption technology before being sent over the internet.
If you are still unsure about using your credit card to pay for your order, we do offer PayPal as an alternate payment method.
Our payment gateway will attempt to charge your nominated credit card when you place your order.
No, unfortunately we cannot make any changes, additions or cancel an order once it has been placed.
Your order is dispatched automatically to our warehouse immediately upon payment confirmation which means we are unable to alter, change or cancel your order.
If you have placed an order and wish to cancel it, simply return the items for a full refund (less freight).
If your order relates to a pre sale item, please contact the customer service team and they will advice if changes can be made.
Your order is dispatched automatically to our warehouse immediately upon payment confirmation which means we are unable to alter, change or cancel your order.
If you have placed an order and wish to cancel it, simply return the items for a full refund (less freight).
If your order relates to a pre sale item, please contact the customer service team and they will advice if changes can be made.
To eliminate potential errors, simply copy and paste the coupon code.
Please refer to the terms and conditions of the promotion to ensure that the coupon code is still valid and is applicable to your purchase.
If you are still having trouble, please contact our customer service team.
Please refer to the terms and conditions of the promotion to ensure that the coupon code is still valid and is applicable to your purchase.
If you are still having trouble, please contact our customer service team.
To eliminate potential errors, simply copy and paste the gift card code.
Ensure the gift card has not expired.
If you are still having trouble, please contact our customer service team.
Ensure the gift card has not expired.
If you are still having trouble, please contact our customer service team.
You will receive an automated confirmation email shortly after making your purchase. If you do not receive the email, please check your junk/spam folder.
Normally, confirmation emails arrive within minutes, however on some occasions your email hosting provider or internet service provide may be experiencing delays, please allow at least an hour for the email to arrive.
If you still have not received your confirmation email, please check the email address that you have entered is correct in your profile.
If you are unable to login, checked out as a guest or find an error please contact our customer service team.
Normally, confirmation emails arrive within minutes, however on some occasions your email hosting provider or internet service provide may be experiencing delays, please allow at least an hour for the email to arrive.
If you still have not received your confirmation email, please check the email address that you have entered is correct in your profile.
If you are unable to login, checked out as a guest or find an error please contact our customer service team.
We accept VISA, MasterCard and PayPal payments.
Delivery
What shipping options do you provide?To get free standard shipping to anywhere in Australia, you only have to spend $120 or more in a single transaction*
*Please note some product categories:
Personalisation, memorabilia, figurines & posters have separate freight charges, which we are not able to waive as they are sent directly from the supplier.
If a standard freight charge remains after the cart value has exceeded $120, this will likely be the reason. Please contact our customer care team if you have any questions.
Please refer to the below table for shipping cost and estimated delivery times:
| Delivery (Business Days) | Cost (AUD) | |
| Within Australia | ||
| Standard (Over $120) | 2-5 | FREE |
| Standard (Under $120) | 2-5 | $5.00 |
| Express | 1-2 | $9.99 |
| International (Standard Only) | ||
| New Zealand | 7-10 | $12.50 |
| South Pacific | 10-12 | $25.00 |
| East Asia | 10-15 | $25.00 |
| North America | 10-15 | $25.00 |
| Rest of the World | 15-20 | $25.00 |
Please note that the delivery times may vary for items with personalisation, items on pre-sale and memorabilia pieces. If applicable these changes are generally listed within item descriptions, however, if you have any concerns, please do not hesitate to contact our customer care team.
Delivery time frames within Australia are in business days and apply to capital cities and major regional centres within Australia only.
Orders for delivery outside of Australia may incur delays with international customs processes.
*Please note that currently online shipping is not enabled for EU countries. We are working to enable online shipping to EU in the future.
Upon dispatch of your order, you will receive an email containing tracking details. Click the tracking link to follow the status of your order.
You can also track your order by clicking "Track my Order" at the top of the webpage. You will need to provide either the Order ID or the Email Address used to place the order.
You can also track your order by clicking "Track my Order" at the top of the webpage. You will need to provide either the Order ID or the Email Address used to place the order.
Occasionally, customer's orders may need to be sourced and supplied by various warehouse locations. If this is the case, your order may arrive at different times by multiple courier companies.
Any costs associated with multiple deliveries will not passed onto the customer.
The shipping charge paid at checkout when you placed your order will not be exceeded even if multiple deliveries are required.
Any costs associated with multiple deliveries will not passed onto the customer.
The shipping charge paid at checkout when you placed your order will not be exceeded even if multiple deliveries are required.
Unfortunately, at the current time we are unable to offer pick-ups.
If you miss your delivery, our courier partners will leave a card explaining how you can pick up your order or arrange a redelivery. Please use the details on the card to make the appropriate arrangements.
We recommend monitoring your order for any tracking updates.
We recommend monitoring your order for any tracking updates.
Each individual country has different customs and duties charges, and in the event that these charges are enforced it will be the responsibility of the person receiving the goods to pay these charges.
The relevant local authorities may not release parcels until these charges are paid. It may be beneficial to clarify with your local authorities about these charges before placing an order.
The relevant local authorities may not release parcels until these charges are paid. It may be beneficial to clarify with your local authorities about these charges before placing an order.
Returns
Can I get a refund on my return?
Absolutely! If you are not happy with your purchase, you are welcome to send it back for an exchange or refund (excluding freight costs).
Unfortunately, products that have been worn, had the tags removed, or have been personalised are unable to be returned (excluding faulty items).
Unfortunately, products that have been worn, had the tags removed, or have been personalised are unable to be returned (excluding faulty items).
As time frames for returns may vary depending on your location, please allow up to 14 business days for us to confirm receiving your return and processing your exchange or refund.
In the unlikely event that you have not heard from us within this timeframe, please contact our customer service team.
In the unlikely event that you have not heard from us within this timeframe, please contact our customer service team.
In the unlikely event that your item is damaged or faulty, please contact the customer service team who will advise you of the next step.
If the size you require is out of stock or not available, you have couple of options.
You can:
arrange to have a refund;
exchange for the same dollar value;
we can arrange a store credit, which is valid to use on the website for up to 12 months.
You can:
arrange to have a refund;
exchange for the same dollar value;
we can arrange a store credit, which is valid to use on the website for up to 12 months.
Follow this simple process to arrange your return.
You can download the returns form here.
You will need to cover the cost of postage back to our warehouse for any product that is not found to be faulty.
Any costs associated with returning the exchanged item back to you is covered by us.
You can download the returns form here.
You will need to cover the cost of postage back to our warehouse for any product that is not found to be faulty.
Any costs associated with returning the exchanged item back to you is covered by us.
Gift Cards
My gift card won’t work, what should I do?
To eliminate potential errors, simply copy and paste the gift card code.
Ensure the gift card has not expired.
If you are still having trouble, please contact our customer service team.
Ensure the gift card has not expired.
If you are still having trouble, please contact our customer service team.
To use a gift card, simply enter the gift card code during at the checkout.
Please ensure you apply the gift card code correctly prior to purchase, as once you have placed your order we are unable to change your order and apply a gift card.
Please ensure you apply the gift card code correctly prior to purchase, as once you have placed your order we are unable to change your order and apply a gift card.
Yes, gift cards are available for purchase online and can be redeemed through our online store only.
Our gift cards are electronic “e-gift cards”. This means they are emailed to the recipients email address.
Please note we do not send physical gift cards.
Our gift cards are electronic “e-gift cards”. This means they are emailed to the recipients email address.
Please note we do not send physical gift cards.
Pricing
Does the displayed price include GST?
Yes, all of our prices displayed include “Goods and Services Tax”.
All of our prices are charged in Australian Dollars (AUD).
My Account
How do I become a Member of the Online Store?
To become a member of the online store, simply click the "Register" link at the top of the webpage.
Simply login, go to your account and all of your information is on the left hand side under "Settings".
Become a member to gain exclusive first access to promotions and sales as well as accessing your order history.
We are committed to protecting your privacy, and we comply with applicable privacy laws. These laws set out standards for the management of personal information.
We will treat any information that you give us as strictly confidential. For more information please review our privacy policy.
We will treat any information that you give us as strictly confidential. For more information please review our privacy policy.