Where da socks at?

(Shipping Policy)

Ah freight, a big old cluckercluck of buttfluffery.

It's a complicated beast at the best of times, but happily, parcels usually arrive without any issue! 

First, yes, we send world wide!  It's typically best to work on about a week for standard domestic, and 4-6 weeks for international freight.

Once your parcel is sent, you will receive a tracking number in your email.  If you can't find the email, please shout out and we'll help you out.

Domestic Australian freight is usually handled by Aus Post.  International freight is usually handled by Sendle.  Once your parcel arrives in your country, it's handed over to a local carrier and it's usually best to use their website if you need more detailed tracking, or if you need to ask a question about your delivery.  You can find the correct website in this link.

I missed the delivery! What do I do?
Don't panic!  Usually there will be a card left behind, or they will attempt redelivery.  The tracking will usually tell you what happened.  If you need to contact the local carrier about redelivery and they didn't leave a card, you can find contact details in the link in the paragraph above.

Your parcel may be taken to your local post office or depot and you may need to collect it.  It is vital that you collect it promptly to avoid it being sent back.  If your parcel is returned to us, it can take a long time.  Once it arrives back safely, you can choose to either pay to have it sent a second time, or we can refund the order, minus freight expenses.

They delivered it, but I can't find it!
Often delivery drivers will do their best to conceal your parcel to avoid theft.  Have a good look around behind pots, outdoor furniture, inside any boxes and even your mail box if it is large enough.  If you cannot find your parcel, be sure to contact your local carrier ASAP.  They will typically have a photo of where the parcel was left and can guide you far better than we can.  If you don't already, make sure there is a safe place to hide it and if you can, tell the delivery driver if you see them. 

If you want to be extra safe, I can highly recommend a parcel post box.  If you are in Australia, Aus Post offers Parcel Collect and Parcel Lockers for free through their website.

My parcel got schmooshed!
Oh butts!  Before you open it, take photos to document the damage.  Once you have the photos, open it up and check the contents.  If everything is there, then we can be happy!  Socks are nice and squidgible and shouldn't be damaged.

If something is missing or your order is damaged, contact the carrier with your photos.  They won't let us claim for you, so you do have to go direct sorry!

Customs say I owe them money :(
Unfortunately some countries do have customs charges on parcels that come into the country.  If they need an invoice, you will have a download link in your email.  Customs charges are the responsibility of the consumer, so I highly recommend looking into your local customs quirks before ordering things from overseas.  We can't issue a fake invoice for a lower price to avoid charges.

If duty is not paid, the parcel will be returned to us by the cheapest possible method - by sea, which takes 3+ months. 

Once the parcel gets back here, we can restock and refund the product.  The shipping charges will not be refunded as they have been spent on sending the parcel to you.

If the parcel is lost on the way back, we cannot send a refund sorry!

I have questions.......
Shoot us an email or a message and we'd love to help :)