Changes / Cancellations

Modified on Sat, 28 Jan 2023 at 03:54 PM

Removing items or cancelling your order

We have a 2 hour period following your order being placed during which we can make product removals or process a full order cancellation. There are exceptions to this though:

  • Orders that contain a hold request cannot be cancelled and refunded, as adding a hold request to an order moves it to being final sale. For more information, read about Order Combining here
  • Preorder items cannot be cancelled, as they are final sale. Other non-preorder items may be cancelled, providing there is no Order Hold item in your order.

After 2 hours we cannot guarantee your order has not shipped or been packaged.

Shipped orders cannot be cancelled. 

If you wish to cancel an order that is packed, the refund will incur a 15% deduction (on merchandise only) for a restocking fee. Shipping is refunded in full. At manager discretion, we may offer a refund via store credit on your account (with 12 month window for use) as an alternative option to a refund incurring a restocking fee. 

Restocking fees do not apply to orders that are not yet packed.

Adding items to your order

Unfortunately we are unable to add individual items to your order. However, there are some options available to you:

  1. Your order can be cancelled and refunded, so that you can re-place it with all the items you wanted. This is subject to the terms noted above, however. 
  2. You can place a second order that we can then combine with the first. Please note this HAS to be confirmed with us prior, as your first order may have shipped or been packed. If you place a second order, even with an order note, we do not guarantee that it will be seen in time. In addition to this fact, all order combinations require our Order Hold and Ship Orders items to be utilised for our dispatch and packing efficiency. So if you wish to use this option of combining two orders, please open a ticket with us first. 

If you are considering placing a second (or additional) orders to combine for postage refund, you must read our process and terms. We are not able to combine orders placed without the Order Hold option. 

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