> FAQ

FAQ

Ordering

Q: Do I have to be a registered user to make a purchase?
A: No, registration is not required in order to make purchases. However, registration gives you some advantages:
   • You won’t need to re-enter your contact and shipping details when you make subsequent purchases;
   • Your cart content will be remembered when you exit and revisit the shop;
   • You can view your order status, history and print out invoices.


Q: How can I request free gift wrapping?
A: To request free gift wrapping, go to ‘Free Giftwrap’ category and add selected options to your cart. Alternatively, you can write your request in the comment box when placing your order.


Q: Can you ship my parcel to a different address?
A: Yes, you can request to ship your parcel to a different address. In this case, we will send your paper invoice to your nominated billing address.


Q: How can I redeem a discount voucher?
A: If you have a discount voucher, enter its code in a special box located at the bottom of your shopping cart page and click ‘Submit’ button before proceeding to checkout.


Q: Voucher code is not working. Why?
A: If the voucher is not accepted by the system, please check the following:
   • Make sure you entered the code correctly. Please note that voucher codes are case sensitive;
   • Check if all voucher conditions are met.
   • Check the expiration date. Single use voucher will become disabled for future use after you submit your order. If you need help with your voucher, please contact our customer support.


Q: Why didn’t I get an order confirmation?
A: Our system could not deliver automatic confirmation to your e-mail. It is possible that you made a typing error in your email address. If you are a registered user, you can check your order status by logging in to your account. Otherwise, you can contact us to request your order confirmation copy.


Payments

Q: Do you charge credit card surcharges?
A: No. We do not charge any fees for processing credit cards or accepting payments by PayPal.


Q: Do you accept payments in my local currency?
A: We process all payments in Australian Dollars. Prices displayed in your local currency are indicative only.


Security and Privacy

Q: Is it safe to pay by Credit Card on your site?
A: Yes. Credit Card payments are protected by SSL (Secure Sockets Layer) 128-256 bit encryption technology. It works by breaking information into small pieces, so it can’t be read if intercepted. When submitting credit card details or other personal information online, always make sure you are using a browser that supports 128 bit encryption.


Q: Is it safe to provide my credit card details by email?
A: No. Emails do not have the same security features as secure websites. Therefore, we strongly advise against sending your credit card information by email. If you need to pay with your credit card offline, please give us your contact number, so we can securely obtain the details over the phone.