What are your accepted payment methods?
We accept Visa, MasterCard, and PayPal, Apple Pay, Google Pay & After Pay. All prices are quoted in Australian dollars.
Is ordering on your site secure?
It’s like Fort Knox over here. We use the latest industry-standard 128-bit SSL encryption to ensure your information is securely transmitted to our servers.
Can I change or cancel my order?
Yes, but only if you cancel your order before payment has been processed. Once the checkout screen has been completed, further changes or cancellations must go through our customer service line. If your order has already been dispatched from our Melbourne HQ, the freight charge will not be refunded. An order processing and packing fee (inclusive of GST) will also be charged.
Information I need to know about ongoing promotions:
- Discounts: When applying a promotional discount code, it cannot be combined with other discounts. Customers cannot apply more than one code.
- Free Shipping: Shipping rates are calculated on the net total (after discounts are applied).
SHIPPING POLICY
What types of shipping do you offer?
We’re very happy to say we deliver to residential addresses, businesses, P.O. Boxes, and most rural areas anywhere in Australia. Unless otherwise requested, we use Australia Post as our preferred courier company. If sending a parcel to a business address, always include the business name.
- Standard Shipping: $10
- Express Shipping: $25
- Free Shipping: On orders $125 and over
Please note: Shipping rates are calculated on the net total (after discounts are applied). The free shipping offer and shipping costs are subject to change without notice.
How quickly will my order be shipped?
Orders placed before 11 AM local time will be processed and dispatched the next day. Orders placed after 11 AM will be dispatched within 2 business days.
Deliveries from our Melbourne HQ are made Monday through Friday within the following time frames:
- Victoria, Sydney, Canberra, Adelaide: 1-3 business days
- Brisbane, Tasmania: 3-4 business days
- Northern Territory, Western Australia: 5-10 business days
To ensure smooth delivery, provide an address where someone can sign for the parcel. If no one is home, Australia Post will leave a calling card and take the goods to the nearest Post Office for you to pick up. You can opt for unsigned delivery, but this is not recommended, as any damages or loss will not be our responsibility.
Do you ship outside of Australia?
Currently, we only ship within Australia. However, feel free to contact our friendly customer service team, and they may be able to figure something out for you.
How can I track my shipment?
We’ll email you a tracking number that can be used to track your item online at www.auspost.com.au. If you have trouble, email us at admin@theauburn.au with a copy of your order confirmation, and we’ll assist you.
RETURNS & REFUNDS
What is your returns policy?
We want you to be happy. If not, we’ll happily process a refund (minus the shipment cost). Simply send your unopened item back to us within 14 business days from the date of shipment. The cost of return shipment is your responsibility, and be sure to keep your tax invoice as proof of purchase.
Once we receive your return, our team will check the condition of the items. If they appear poorly handled, we may deny a refund.
If you receive a damaged item, we sincerely apologize. We’ll replace it at no extra cost.
How do I return/exchange items from my order?
Contact us first. Email admin@theauburn.au, and we’ll provide you with a Returned Merchandise Authorization (RMA) number.
