HELP & FAQ'S
Check out our 'Useful Links' in the bottom menu or read our most frequently asked questions below to see if you can find the answer you need.
DELIVERY & TRACKING
How much is shipping?
- $10 Postage for orders under $100
- Free Over $100
- Express $15
How long does it take to process my order?
Orders will usually be processed within 24 hours from purchase on business days only (excluding public holidays)
Do you ship internationally?
We ship within Australia only
Do you deliver to PO Boxes and Parcel Lockers?
Please select the express option to deliver to PO Boxes and Parcel Lockers.
What if the recipient isn't home?
We often deliver advising the courier they have 'Authority To Leave'. This means the courier can leave the gift at the address specified. When delivering to addresses like apartments the courier will leave a calling card with the following options:
1. A contact phone number to contact the courier company and arrange re-delivery.
2. Instructions on where to collect the gift from a local collection agency.
I need to cancel my order. How do I do that?
You can contact us via email or chat or phone 02 7204 0630 between 9am-4pm. Try to catch your parcel before it is dispatched as delivery can be difficult to stop once a parcel is in transit. If your parcel is delivered, please take it to your local post office, pay for the return delivery and we can refund once back with us.
How do I track my order?
Once your order has been dispatched you will receive a tracking email from the nominated courier. This will provide updates on the journey of your order from dispatch to delivery.
We are provided with tracking numbers for each order and in the instance you need any assistance with any order, please get in contact with us.
My order hasn't been delivered. What do I do?
If your tracking says the order has been delivered, please check your property to see if the courier has left it somewhere out of sight for safety. Your tracking may also nominate a local Post Office where your parcel is waiting for collection. If neither of these result in finding your delivery, please contact us at the office for assistance. We're happy to help. 02 7204 0630
I've received the wrong item. What should I do next?
Email, chat or phone. We're happy to help resolve any errors.
What does your packaging look like?
We send in a branded Loyal Crush box. This is sent inside an environmentally friendly shipping bag.
How do I add a gift card?
There is an option on the 'cart' page to add a gift card and a plain A5 card will be added to your order.
What payment methods do you accept?
We accept Mastercard, Visa, PayPal and AfterPay.
Mastercard and Visa - Can be used during the checkout process by entering your details on the billing page. No extra charges apply to credit card payments.
PayPal - You will need a PayPal account. Please visit the PayPal website for more information. PayPal can be used during the checkout process.
AfterPay - You will need an AfterPay account. Please visit the AfterPay website for more information. AfterPay allow four instalments payable on a weekly basis and can be used during the checkout process.
Is your website secure?
Yes - our website is secure and all payment details are safe. No credit card details are stored on our website.
All orders placed on our website are processed with Shopify.
Shopify are PCI DSS (Payment Card Industry Date Security Standard) compliant. The PCI DSS is an information security standard for organisations that handle credit card and debit card information.
Shopify meets all 6 categories of the PCI standards which are:
Maintain a secure networkMaintain a vulnerability and management programRegularly monitor and test networksProtect cardholder dataImplement strong access control measuresMaintain an information security policy
How do you process refunds?
We can refund back to your original payment method.
How long do refunds take?
Once approved and actioned by our customer service team, refunds are paid directly back to your original payment method.
Please allow up to 5 days for refunds to clear with your bank and be visible on statements or in bank accounts.