We're Serious About Customer Service
If you have an enquiry about your online order, we're here to help. Our Shipping and Refund Policies can be found below, which should answer most questions.
If you still need to get in touch, you can read the FAQs below or use the Online Enquiry Form and we'll get back to you as soon as possible.
Online Enquiry Form
We aim to process all orders 1-5 business days after they are placed; please allow up to 3 additional business days for Elfa orders. Once your order has been dispatched, you will receive an email with tracking information. The courier usually includes an estimated delivery date on their tracking page.
As a general guide, you can expect the following delivery time frames once your order has been dispatched:
• Perth Metro: 1-3 business days
• WA Non-Metro: 2-5 business days
• Brisbane, Sydney, Melbourne & Adelaide: 2-7 business days
• Regional or Remote Areas: 5-12 business days
The courier we use to deliver your order depends on a few factors, including the product's size and weight, and your address. For example, some bulky items cannot be sent with Australia Post.
The main couriers we use are:
• Australia Post
• TNT Road Express
• Direct Freight Express
If a product you want is out of stock, you can leave your email address on the product page and we'll notify you once it's back in stock.
If you sign up for an out-of-stock notification, you won't receive marketing from us unless you've also opted in to marketing.
If you'd like to find out an ETA on a product, feel free to complete the Online Enquiry Form or shoot us an email.
If you would like your parcel left in a particular place, or would prefer it be taken to the post office if you're not home, just leave a note for us when you place your order.
Here's how to leave delivery instructions for your order:
1. Add the items you'd like to purchase to your Shopping Cart.
2. Navigate to the Cart Page by clicking the Shopping Bag icon at the top of the page.
3. In the "Order Notes" field, you can leave your delivery instructions.
Any delivery instructions you leave will be printed on your shipping label and also provided to the courier company.
Your order will only be left unattended if it is safe to do so. If nobody is able to accept the delivery (or there is no safe place to leave it), your order will be taken to the nearest post office or collection facility. Most delivery drivers are unfortunately not able to call ahead, so please keep this in mind.
Some products (such as water bottles and kitchen accessories) are sold individually, but are available in different colours, patterns, styles or models.
If you would like a specific colour or pattern of an item, follow these steps:
1. Add the item to your Shopping Cart.
2. Navigate to the Cart Page by clicking the Shopping Cart icon at the top of the page.
3. In the "Order Notes" field, leave a note with your requested colour/pattern.
If your chosen colour/pattern isn't available, we'll get in touch via phone or email with styles that are available.
We aim to have all orders packed and dispatched within 5 business days, excluding weekends and public holidays.
As soon as your order has been packed and accepted by the courier, you will receive an email with tracking details. If you haven't received this email, please check your Spam or Junk folder, as sometimes automated emails can be sent there.
If you still haven't received any tracking info or updates about your order, please fill out the form above and we'll be happy to assist!
If you've ordered several items, your order may be packed in two or three boxes. Multi-package deliveries are sometimes sorted separately by couriers, meaning they may arrive on different days.
If your order was sent with Australia Post:
The Australia Post tracking page has a drop-down menu where you can check the status of each package in your order.
If your order was sent with TNT, Sendle, Aramex or Direct Freight:
The tracking page will give updates for each parcel in the delivery. If you have received one package but the tracking page says the delivery is still in progress, another package is on the way!
If the tracking page says all packages have been delivered but something is still missing, use the Online Enquiry Form above to get in touch with us.
If your order arrives damaged, don't panic! Please email us at email@example.com and include the following:
• Your order number
• Photos of the outer packaging and inner packaging, including any damage to the packaging
• Photos of the product, clearly showing the damage
Please keep all damaged goods and their packaging once you have contacted us. We may need to have the goods shipped back to us, dropped off at your local post office, or inspected by the courier company.
We will gladly exchange or refund your purchase within 10 days of the goods being delivered. Items must be in their original packaging, in saleable condition and be unused.
Simply fill out the form above, making sure to include your order number and details of the items you'd like to return. A restocking fee applies to some orders, and any original shipping costs are non-refundable.
You can find our full Refund Policy at the top or bottom of this page.