- Will I Get My Order During COVID Lockdown?
Our warehouse is still operating, albeit under strict new rules to keep everyone safe. Post and courier delivery services are also still operating. Some locations may be affected by delays due to reduced transport/flights however we are still working hard to send all orders and you will still be able to receive deliveries. Every order we send includes tracking every step of the way so you can keep tabs on your parcel until it reaches your door.
- How Long Will It Take To Dispatch My Order?
We allow 1 business day to process, pick & pack your order. In most cases, orders are dispatched on the same business day.
- Where Do You Ship To?
If your country is not listed above, shoot us an email at email@example.com to see if we can assist you with a customised shipping quote.
- Same Business Day Delivery
We offer $14.95 Same Business Day Delivery within 20km of Kensington, VIC, 3031, Australia. This delivery option will automatically be made available if your delivery address is within the boundary.
Orders have to be placed by 11am AEST and can only be to physical addresses, no PO Boxes unfortunately.
Failed deliveries due to incorrect/incomplete address or lack of access will incur additional re-delivery fees.
To comply with COVID regulations, contactless delivery has been authorised where possible.
- How Much Does Shipping Cost?
Standard: $7.99 AUD
Express: $9.99 AUD (Free For Orders $50+)
Same Business Day: $14.95 ($9.95 for Orders $50+)
Express: $9.95 NZD (Free for Orders $50+)
VIP Express: $17.95 NZD (Reduced to $9.95 For Orders $50+)
Standard: $14.95 USD
Express: $19.95 USD (Free For Orders $100+)
Standard: $15.95 CAD
Express: $19.95 CAD (Free For Orders $100+)
Standard: $7.95 GBP
Express: $12.95 GBP (Free For Orders $100+)
- How Long Will It Take For My Order To Arrive?
All estimated delivery times quoted are in addition to the 1 business day allowed for processing your order.
Express: 1 - 2 Business Days (Metro Areas)
Standard: 3 - 6 Business Days
Same Business Day: Delivered within 3-4 hours of dispatch. Order by 11am AEST
VIP Express: 1 - 2 Business Days (Metro Areas)
Express: 3 - 5 Business Days (Metro Areas)
USA, CANADA & UK
Express: 3 - 5 Business Days
Standard: 5 - 9 Business Days (excluding remote areas)
- My Order Is Late/Delayed
Most late items arrive within a 3 day window of their estimated arrival date. If you would like an update on the progress of your delivery:
Couriers Please, Fastway & DHL Deliveries:
Click on the "Get Help" button on the tracking page (you can find the tracking link in your shipping confirmation email)
Australia Post Deliveries:
Contact AusPost on 137678 (make sure you have your tracking number on hand) or submit an enquiry at auspost.com.au/track
Shoot us an email: firstname.lastname@example.org
Kindly note that all delivery times are estimates, and are not guaranteed by couriers. On occasions delays may occur over which unfortunately we do not have any control.
- I Have Accidentally Provided An Incorrect/Incomplete Shipping Address
If you've noticed this on your order confirmation then send us an email ASAP at email@example.com
The sooner you let us know, the better chance we have of amending the delivery address and avoid any delays.
Unfortunately if we are unable to amend the delivery address in time, we won't be able to get a refund on postage costs from the courier.
In some cases it is possible to divert deliveries and change the address while it is in transit however please note that this will delay the delivery and attract additional postage charges. Click on the "Get Help" button on your tracking page to find out more.
- My Order Tracking Is Not Showing Any Information
If your order has just been dispatched then it will take a few hours for any information to appear. Check back in a few hours and if there is still no information, click on the "Get Help" button on your tracking page or shoot us an email at firstname.lastname@example.org
- My Order Tracking Says "Return To Sender"
First double check the shipping address on the tracking page is correct as minor errors in shipping address are the main cause for orders being returned to sender.
Then, click on the "Get Help" button on your tracking page and see if the "Arranging Redelivery" button is available. If not then send us an email to email@example.com
- There's A Missing/Incorrect Item In My Delivery
We try to ensure that every order is perfect however human error can sometimes occur. Take a pic of what was received and send us an email at firstname.lastname@example.org so we can make it right.
- How Long Do I Have To Return?
You can return your item for any reason within 30 Days of purchase. Item must be in new condition and in its original packaging.
All faulty items are covered by a 12 month warranty.
- How Do I Submit A Return?
Click here to submit your return request online.
- Item Damaged Upon Arrival
Take a pic of the damage and shoot us an email at email@example.com so we can rectify it for you asap.
- My Item Is Faulty
You're covered by a 12 month warranty on any product faults. Take a picture of the issue and click here to submit your return request online.
- My Item Arrived Too Late, No Longer Needed
You can send back any item in new condition within 30 days of purchase for a refund of the product price. Click here to submit your return request online.
- Do I Have To Pay For Return Postage?
We cover the cost of return postage for damaged/faulty or incorrectly received items however for any other reason, you will need to arrange your own return postage.
- My Item Looks Different To Website Pictures
Kindly note that colours/shades may appear different due to product photography/lighting and may appear different on different computer screens, resolutions and home lighting settings. Whilst we welcome returns based on this reason (colour/shade variation), they are classified as change of mind when submitting your return request on our website
- How Will I Receive My Refund?
Your refund will be processed to the original payment method. This means that if you paid via ZipPay or Afterpay you'll need to check your account
- Will I Get A Refund On Shipping Cost?
We refund the cost of shipping on parcels which have been confirmed lost in transit by the courier. Unfortunately, no refunds on shipping are provided by the courier in any other situation.
- My Item Was A Gift, Can I Return/Exchange?
You sure can, we just need the order number or full name of the person who purchased so we can look up the order in our system. Send us an email at firstname.lastname@example.org so we can help!
- My Item Was A Gift, Will I Receive The Refund?
Refunds are issued to the original payment method. In effect, the transaction is reversed. So the refund will go back to the card/account used to pay for the item. Unfortunately we are unable to provide an alternative method for refunding.
- How Can I Resize/Remove Links On My Stainless Steel Band?
Using the Free DIY Tool provided with our Stainless Steel bands, click here to watch the handy instructional video
- How Do I Remove/Insert An Apple Watch Band?
Click here to follow instructions directly from the experts complete with pictures.
- Is My Metal Band Waterproof?
The chain links are covered with a colour coating and the magnetic clasps & connectors contain necessary alloys in order to be able to function. This means that unfortunately the metal bands are not suitable for exposure to moisture. If you happen to accidentally get your metal band wet then please clean and dry with a cloth immediately to extend the life of your band.
- Is My Leather Band Waterproof?
- Is My Nylon/Silicone Band/Case Waterproof?
Good news, they're splash proof so will withstand some exposure to water. Be sure to clean/dry your band/case after exposure to moisture though, to extend the life of your band/case.
- Is My Braided Loop Band Waterproof
Unfortunately this band is not designed to be immersed in water. Please clean and dry immediately after any accidental exposure to moisture.
- Is My Steel Band Nickel Free?
The chain links are covered with a colour coating and the magnetic clasps & connectors contain necessary alloys in order to be able to function. This means that unfortunately the bands are not nickel free.
- Will My Leather Band Fade?
Our leathers are a natural product and have been designed to fade & develop a patina over time. Particularly our vintage styles which are designed to develop a worn/weathered look as they scuff and mark with age.
- How Do I Find My Wrist Size?
If you don't have a measuring tape, wrap a piece of string around your wrist and then measure the string. Then compare your wrist size with the measurements on the band product page.