WE ARE OPERATING AS NORMAL!
The government has advised that essential services, such as the postal service, will continue operating. As long as they're operating we'll be shipping!
We please ask to allow additional time for your orders to be dispatched, as our warehouse has to abide by the covid safe regulations.
DELAY IN POSTAL SERVICE
All postal services including Australia Post are reporting a huge increase in online orders and delays due to limited flights, which has greatly impacted and slowed delivery times for both standard and express services. Delays to certain areas can be up to 10-21 days. Please be assured that they are doing everything they can do get your item to you safely and quickly
Please allow a full 14 business days for delivery before getting in touch regarding the delivery of your parcel to allow more time for the item to be delivered given the restrictions and delays the postal services are currently seeing.
HOW LONG DO I HAVE TO RETURN?
We have extended our returns policy to 30 days to allow for delays.
Please check and follow the restrictions set by your local government, which may reduce the operating systems and hours of your local drop-off points or classify returning items as non-essential travel. Stay safe!
WHAT IF I CAN'T LEAVE THE HOUSE TO RETURN AN ITEM ON TIME?
If you're unable to return an item on time due to quarantine, lockdown or any other reason, please contact us and we'll work with you to extend our return timeframe.
WHEN WILL MY RETURN BE PROCESSED?
Please note that, from April, items returned for an exchange or refund will be processed on Fridays only. This is due to extra safety precautions put in place to keep our staff safe.
We'll still be available Monday to Friday to answer any questions or enquiries over email or live chat. Please do not hesitate to send us a message!
CHANGES FOR US
On our side, we're following the recommendations provided by the WHO and Australian Government. Here's a snippet of what we've implemented:
1. Staff direction and education on the best hygiene practises, including washing of hands with soap frequently.
2. No person-to-person contact and to avoid touching other staff.
3. Social distancing as per the WHO and governments recommendations.
4. IT infrastructure has been set up to allow office staff to work from home should they require to do so.
5. Paperless systems are in place which minimise the need for contact between drivers, staff and customers.
6. Backup fulfilment warehouse staff are on standby to operate the warehouse should any staff enter isolation.
7. External visitor ban.
8. All cutlery has been removed from staff kitchens and staff are required to bring their own cutlery.
In addition to the above steps, if a staff member was to test positive for COVID-19, our cleaning contractors will be on call and will conduct a bio-hazard clean of the site within four hours of notification.
Our team is meeting regularly each week to review and update our response and ensure we're following the most up-to-date advice from the government and health authorities. Again, our prime focus right now is the health and wellbeing of our people and customers.
Lastly, our hearts and thoughts go out to the people and communities most impacted by this situation. Please follow the advice given by health authorities, practice social distancing and stay safe and healthy. Now more than ever it's important to reach out to your friends and family just to make sure everyone is doing okay. We're at our best when we look out for one another.