Frequently Asked Questions
Why was my order cancelled?
We cancel orders if we are no longer able to fulfill them - this includes orders with either damaged products, or products no longer available.
If I select "Sydney Pick-Up" option, what is the options to collect my items?
You will be able to pick-up generally weekdays 10am-7pm at either of these locations;
- Town Hall / Central Station / Wynyard
- Bankstown / Padstow Warehouse (2 Gibson Avenue, Padstow NSW 2211)
Please send us an email or message on our social media channels with your Order Number (#XXXX) once you've paid for your order at email@example.com to arrange pick-up of your order if you have selected this option and your items are available for pick-up. For pre-orders, we will send you an email/notification once the items arrive to Australia to arrange for pick-up.
As we predominantly run online, we only accept pick-up on an appointment basis. Please wait until we have confirmed your pick-up date/location for your order before arriving to the above locations.
How much does shipping cost?
This varies dependent on the weight and volume of your item. Once you select the items and check-out, it will automatically calculate the shipping cost for you.
As a general guide, please see the below table for domestic shipping costs (Prices in AUD);
- Up to 150g: $2 (Eg: Up to 8 photocards etc.)
- 151g to 300g: $6 (Eg: Postcards, A5/A4 Prints etc.)
- 301g to 500g: $10 (Eg: 1 album)
- 501g to 1kg: $12 (Eg: 2 albums)
- Over 1kg and up to 2kg: $15 (Eg: Photobook, Season's Greetings)
- Over 2kg and up to 3kg: $18 (Eg: 4-6 albums)
How long does it take for an item to be shipped?
Items in-stock will be shipped within 5 business days.
Back-order products will take up to 4 weeks for the items to arrive in Australia, and will be shipped within 5 business days of arrival to Australia.
Pre-Order items will depend on when they will be in stock from the supplier, but will be shipped within 5 business days once the items arrive in Australia.
The arrival of pre-order items will always be stated in the product description, please be aware that orders generally arrive to us only within 4 weeks of release date from Korea/Japan/US.
The above estimated timeframes have been adjusted as per global shipping delays with the current COVID-19 situation. However, shipping timeframes out of our control may still impact these estimated dates of arrival.
NOTE: If you order in-stock items in the same order as back-order and pre-order albums, your order will NOT be sent until all items are in stock. If you would like your orders to be sent immediately, we would recommend for you to order in-stock items separately to pre-order/back-order items.
If you would like your in-stock items ordered in the same order number as back-order/pre-order items to be sent separately after ordering, please reach out to us and we can arrange for this - please note that additional shipping charges may apply.
How will you pack my order?
We do our best to make sure all packages are safe and secure. Photocards (PCs) will be packaged in a top loader/cardboard and an extra plastic cover to ensure it won't be water damaged or bent. Albums and other merchandise will be packaged appropriately with bubble wrap.
I have pre-ordered an album with a bonus poster included, will the poster arrive to me folded or in a tube?
Pre-ordered albums that include a bonus poster will be shipped to you folded automatically. If you would like to have your poster shipped to you rolled in a tube, this is an additional flat-rate cost of AUD$10.
Please include the "poster tube" option to your cart with your order. If you do not select this poster tube, your poster will arrive to you folded.
If you select this poster tube option and your order does not include a poster, you will be refunded this amount.
- Domestic: Sendle (Tracked), Australia Post Standard (Tracked)
- International: Sendle International (Tracked), Australia Post Standard International Post (Tracked)
How long will it take for my order to arrive?
Domestic: Sendle (Approx. 3-10 business days), Australia Post Standard (Approx. 3-10 business days).
Due to COVID-19, we cannot provide an estimate for shipping arrivals for international shipping orders.
How do I track my items?
Once we have dispatched your items, we will automatically issue you an email/text message as per your contact details provided to us in your order with a link for tracking.
It's been X days since it's been sent, where is my order?
Please check the tracking link sent to your email/text message. If it hasn't arrived within the above timeframes, get in contact with us and we can escalate the case with our courier/shipping providers and issue you a refund/resend the item to you.
If your order gets returned to us, we will inform you via email and you will have to pay to get it shipped again.
Can you combine shipping for multiple orders?
If your order has not been dispatched, please contact us via email ASAP for any combined shipping requests and we will refund the overpaid shipping cost. Orders that have already been shipped cannot be modified. Please double check your order prior to checking out to avoid any disappointment.
I've checked out the incorrect items - can I change my order?
Please contact us via email ASAP to request this. Unfortunately, orders that have already been shipped cannot be modified so please double check your order prior to checking out to avoid any disappointment.
Accepted Payment Methods
- Debit / Credit Card
- Bank Transfer / Bank Deposit - Must be cleared within 3 business days or the order will be cancelled.