FAQ’s

FREQUENTLY ASKED QUESTIONS

We’re here to help you with your questions. But, in case your questions are not answered here, you can always contact us through our website. Our team is more than happy to assist you with your queries.

What is your returns policy?

Suppose you are not completely satisfied with your purchase.If you chose to return the item via post, we are unable to refund the cost of postage and packing of an unwanted or unsuitable purchase(s). In returning items, please ensure that the item is in its original condition with all tags attached.

Return Item Via Post

Please complete all relevant details on the Returns Slip, including the reason for the return. Securely repack the items being returned in the original packaging and include the completed Returns Slip. The Returns Label received with your order should be fixed over the original delivery label on the front of your parcel. Either get a certificate of posting or use a tracked service because you are liable for this purchase until it is returned to us. The Certificate of Posting should be kept in a safe place as it bears a unique reference number used to trace your parcel should it fail to be delivered to us. Wait for the standard processing time for your return to be processed. Please note that we cannot refund the cost of postage and packing for items deemed by you to be unsuitable. Also, we will be unable to make a refund in the event that your parcel is lost without sighting Your Certificate of Posting.

Return Item Via Post

Please complete all relevant details on the Returns Slip, including the reason for the return. Securely repack the items being returned in the original packaging and include the completed Returns Slip. The Returns Label received with your order should be fixed over the original delivery label on the front of your parcel. Either get a certificate of posting or use a tracked service because you are liable for this purchase until it is returned to us. The Certificate of Posting should be kept in a safe place as it bears a unique reference number used to trace your parcel should it fail to be delivered to us. Wait for the standard processing time for your return to be processed. Please note that we cannot refund the cost of postage and packing for items deemed by you to be unsuitable. Also, we will be unable to make a refund in the event that your parcel is lost without sighting Your Certificate of Posting.

In case you have other reasons or problems with your purchase, other than a change of mind, please reach out to us through our website.

Please Note
The duration of the warranty is stated on the warranty card inside the product and/or in the list of product features on our website. The warranty covers manufacturing defects in materials and workmanship under normal use. The warranty applies to the original purchaser and is non-transferable. The warranty does not cover mishandling by carriers, abuse, misuse, neglect and unauthorised repair. This also excludes normal wear and tear, such as wheels and other moving parts. The item will be sent to our repairer for evaluation. If the damage is deemed to be covered under the warranty, we will gladly repair or replace any faults free of charge. Repairs conducted by an unauthorised repairer will void this warranty. For further assistance with a warranty claim, please contact us through our website.

Delivery

How do I change my delivery address?

If you have entered the incorrect address on your order, please let us know by contacting us through our website, and our team will handle the amendments. Please note, if your order has already been shipped we are unable to make any amends.

How can I track my order?

Delivery is estimated within the standard delivery timeframe from the time of placing your order. For regional areas, please allow additional time. Note: During sale events, delivery times may be extended due to high order volumes. We appreciate your patience and understanding.

How much does delivery cost?

Our standard delivery rates vary based on the size of the items. The total delivery costs will be computed during checkout.

Can my order be delivered to a PO Box/locker?

Yes, your order can be delivered to PO boxes and lockers. However, note that a courier fee will apply to orders that are being delivered to PO Boxes and lockers. Please also ensure the dimensions of the items you have ordered will fit in your PO Box/locker. In the event where your order is too large to fit, your parcel will be left behind the counter at the Post Office where your PO Box is situated.

Do you ship internationally?

Please check our website for information on international shipping options. For specific regional websites, please refer to the relevant site for your location.

How long will my delivery take to get to me?

We would like you to receive your order as quickly as possible. Usually, the estimated time of delivery depends on where the recipient’s address is located. Deliveries are made on standard business days. Please note there will be no weekend or public holiday deliveries. These are only an estimated time of arrival of the purchased items. We are really sorry if there are slight delays from time to time. Please allow extra time for your order to be delivered. Thank you!

What if I am not at home when my order arrives?

If you are not present during an attempted delivery, a card will be left to inform you where your order can be collected instead. On the other hand, you can nominate someone else to get the delivery for you. Simply prepare an authorisation letter and IDs to authorise someone else to accept the package.

Do I need to sign for delivery?

Yes, a signature upon delivery is required. Ask if needed when the recipient goes to the mentioned address of the pickup – happened when not at home during an attempted delivery. Ask if someone else can get the delivery, but with an authorisation letter and IDs to nominate someone else to accept the delivery.

The item I received is not what I ordered?

We take great care in packing your order. In the unlikely event of an item being incorrect when your order is delivered to you, please let us know as soon as possible. You can reach out to us through our website, and the Customer Service Team will reach out to you. If you prefer filling out a form instead, you can do so by visiting our website to leave us a message.

I am missing an item in my order

If you are missing an item in your order, please let us know as soon as possible. Please contact us through our website, and the Customer Service Team will reach out to you. If you prefer filling out a form instead, you can do so by visiting our website to leave us a message.

Browsing

The item I want is out of stock/not available

We always try to keep our stock at a level with demand, but some items may sell out fast. If there is no stock at the nearest store, we will do our best to secure it from another store or warehouse. However, we cannot guarantee that they will have the items you are looking for. So please bear with us while we reach out to other stores and warehouses.

I have a question regarding a product

If you have a question regarding one of our products, please send us a message through our website.

How can I provide feedback about a product?

We love hearing from our customers and sharing feedback with our buying teams. If you would like to send us feedback, you can leave us a message through our website. Alternatively, we also invite you to write a review on a product. This can be found at the bottom of the pages on all of our products on our website.

Purchasing

What payment types do you accept?

We accept major credit cards, online payment platforms, and store gift cards as listed at checkout.

How do I pay with an online payment platform?

We accept payments with popular online platforms with no minimum purchase. Add to cart the item you want to purchase and proceed to checkout. Once you reach the Payment step of checkout, select your preferred platform as your payment method and click Confirm and Pay. You will be redirected to the platform, where you will enter your details and proceed to payment. Once confirmed, you will receive an order confirmation in your email inbox. Learn more about payment methods at their help centre.

How do I pay with a financing option?

Please visit the financing provider’s website for full terms and conditions.

How do I pay with a gift card?

We offer the gift of choice through gift cards you can send via post and email. Add to cart the item you want to purchase and proceed to checkout. Once you reach the Payment step of checkout, select Gift Card as your payment method. Enter your Gift Card Number and Access Code and click apply. After applying the gift card information, click Confirm and Pay to confirm the purchase. Once confirmed, you will receive an order confirmation in your email inbox.

How will I know if my order is successful?

If your order was successful, you will receive an order confirmation email. This will be in either your main inbox or your junk/spam inbox, so please check both of these.

I still have not received my order confirmation email

If you have checked your email and are still unable to find your order confirmation, you can reach out to us by filling out a form to leave us a message on our website. After reaching out to us, a respective Customer Service Team Representative will accommodate your concern as soon as possible.

How do I check my order status?

You will receive emails from us at each step of your order. If you have not received an email regarding an update, please let us know through our website to confirm your order status.

Do you price match?

We pride ourselves on having the best possible prices on your favourite items. If ever you find the same item being sold for less elsewhere, we are happy to match the price as long as it falls under our price match terms and conditions. Simply visit our website with a link to the competitor’s website, and we will handle the rest!

My credit card details are not being accepted

Please check if all the relevant information, such as credit card number, expiry date and CCV, are correct and that your name appears exactly the same as on the card. If everything is correct and you are still experiencing difficulties, please check with your bank or financial institution.

My account details on a payment platform are not being accepted

Please ensure that your details are correct, and if you are still experiencing difficulties, please contact the platform’s Customer Service.

How secure is my personal information?

We value your privacy and work hard to ensure that your details are safe and secure. Learn how we keep your details secure in our privacy statement.

Do you allow corporate orders?

Yes, we do! Businesses can purchase in large quantities. If you are interested in buying items for your conferences, company-wide events and more, please reach out to us through our website so that we can help make the process easier and more affordable for you.

How do I change my order?

If you have made an error on your order, please let us know through our website as soon as possible, and we will try to amend it.

How do I cancel my order?

If you would like to cancel your order, please let us know through our website. Please note that we are only able to cancel orders before it has been processed. Once your order has been cancelled, please allow the standard processing time for the refund to be processed to your account.

My shopping bag is empty even though I added an item to it

Your shopping bag will time out after a period of inactivity. If this happens, you will have to re-add your items and try again. Apologies for any inconvenience caused by this.

Loyalty Program

How can I become a member?

Becoming a Loyalty Program member gives you access to perks all year long, such as vouchers, offers, a birthday surprise and more. Find out more about the loyalty program on our website. You can easily become a member by doing the following steps:

Go to the relevant section on our homepage and click Perks. You will be then redirected to the Loyalty Program page. Upon arriving at this page, click the Join-Sign Up tab. Complete the sign-up form with the necessary details and click the submit button. Wait for your confirmation email. Once it arrives, click the acceptance link to join the Loyalty Program.

How do I activate my card?

Activating your Loyalty Card is easy! Go to the relevant section on our homepage and click Perks. You will be then redirected to the Loyalty Program page. Upon arriving at this page, click the Activate Your Card tab. Fill out the necessary fields and click submit to proceed.

How do I redeem a loyalty voucher at the checkout?

Please ensure you are logged in to your loyalty account first, which you can find in the sign-in option below the Redeem a Loyalty Voucher box. After you have signed in to your loyalty account, you will be able to redeem your voucher.

How can I log in to my loyalty account?

There are two ways you can log in to your Loyalty Account:

Homepage Option 1: Go to the relevant section on our homepage and click Perks. You will be then redirected to the Loyalty Program page. Upon arriving at this page, click the Account Management tab. Input your card number or registered email address and password, and click submit to log in.

During Checkout: Go to checkout, which can be found in the top-right corner of the page. Select Loyalty Members and input your registered email address and password. Click Secure Checkout, and you are logged in while proceeding to checkout your desired item.

How do I log out of my loyalty account?

Currently, there are two ways you can sign out your Loyalty Account: Click Perks found on the top right-hand corner when on the homepage, and click the Account Management tab. There should be a link at the bottom offering to sign out. Close the browser – this will automatically log you out.

I am having difficulties signing in to my loyalty account

If you are experiencing problems signing in to your loyalty account, please let us know by filling out a form on our website. Our staff is always happy to assist you with your concerns.

How can I change/update my loyalty account details?

You can change your details through the following steps: Go to the relevant section on our homepage and click Perks. You will be then redirected to the Loyalty Program page. Upon arriving at this page, click the Account Management tab. Log in with your Loyalty account and start updating your details.

How can I change my Loyalty Account password?

Go to the relevant section on our homepage and click Perks. You will be then redirected to the Loyalty Program page. Upon arriving at this page, click the Account Management tab. Log in with your Loyalty account and proceed to the bottom part of the page. Click Change Password and input your new password. Click Save Changes to save the new password that you will use on your next login.

Can I retrieve my old Loyalty Account password?

No, unfortunately, you cannot retrieve your old password. But, you can change your password without logging in case you have forgotten it. Go to the relevant section on our homepage and click Perks. You will be then redirected to the Loyalty Program page. Upon arriving at this page, click the Account Management tab. Click Forgotten Password? and you will be redirected to the request new password page. On the request new password page, fill out the necessary details and click submit. After submitting your details, we will send you an email containing a link to your Account Management page to update your password.