FAQ

Credit / Debit cards (Visa / Mastercard / American Express)

To place your online order using a bank card simply add the items to your cart, go to checkout, enter your delivery information and then your bank card details for payment.

Paypal

You can conveniently pay for your order using Paypal. Choose your items, enter your information for delivery and select Paypal at the checkout. This will direct you to Paypal to confirm the payment.

Apple Pay & Google Pay

Paying for your online order using Apple Pay and Google Pay is simple. Go through the checkout process as normal and then choose one of these methods for payment. With Google Pay you can just confirm the payment and details, Apple Pay will require you to enter your password or use face ID.

 
Shop Pay

Shop Pay is the fastest way to checkout. If you already have an account then you simply confirm you order (your billing and shipping information are predetermined by the application).

Why is my order taking longer than usual?

Australia Post have taken out precautionary measures due to the COVID-19 pandemic. They strive to still deliver each day whilst putting in place social distancing measures.

With many people moving to online shopping as they work from home, they are seeing and uplift in parcels that is resulting in some delays in our network. The current reduction in domestic flights has also seen delays begin to occur in our domestic deliveries – particularly in the Express Post Network.

We understand you want your order NOW! But please sit tight and rest assured that we are shipping all orders out ASAP and Australia Post are doing all they can to handle deliveries as fast as possible!

What does "processed by air carrier" mean?

Processed by Air Carrier means that your parcel is currently being handled by the postal Airline company. If you see multiple updates of this please don't be alarmed as your parcel is awaiting your local courier to make the next scan!

What if my safe drop delivery is stolen?

We require signatures upon deliveries of all our customers parcels! This is to ensure the safety of delivery and to prevent stolen parcels. If you are not home to sign for your parcel it will be taken to your local post office.

In some cases our customers can authorize a safe drop or "leave in a safe place", we know that this can be for convenience however this does void any insurance we have with Australia Post and we are no longer liable if your parcel is lost or stolen unfortunately

We highly suggest that if you won't be home to sign for your parcel, authorize it to be taken to your local post office where you or someone at your residence can collect on your behalf!

Can I get a refund on my order that has a tracking number?

Unfortunately we cannot refund a parcel that is still in transit to you however we can definitely lodge an investigation with Aus Post once your estimated delivery time has exceeded to find out the exact whereabouts of your order!

My tracking number isn’t working

Tracking numbers can take up to 24 hours to activate. If you still cannot track your order 48 hours after it has been sent through, please contact us theowinalilah@gmail.com