Shipping & Delivery
How does shipping & delivery work?
Orders are processed and shipped out within 1 business day. Estimated shipping time for USA is 1-3 days and may vary depending on your location and the shipping method selected at checkout. Once shipped, a tracking number will be provided for your order.
How long will it take to get my orders?
Delivery times vary based on your location and the shipping method selected at checkout. You can use the tracking information provided to estimate the arrival time of your order.
How do I track my order?
You will receive a shipping confirmation email with a tracking number once your order has been shipped. You can use this number to track your order on the carrier's website.
Help, I think my order is lost/hasn’t been delivered?
If you believe your order is lost, please contact our customer service team. We will work with the carrier to resolve the issue and ensure that you receive your order as soon as possible.
Can I change my shipping address?
Yes, you can change your shipping address before your order is processed. Please contact us at firstname.lastname@example.org as soon as possible if you need to change your shipping address.
Returns & Exchanges
What is your returns policy?
We accept returns up to 14 days after delivery, if the item is unused and in its original condition. We will refund the full order amount minus the shipping costs for the return. If your order arrives damaged, please email us at email@example.com with your order number and a photo of the item’s condition. We will address these on a case-by-case basis.
Do I have to pay for returns?
We will refund the full order amount minus the shipping costs for the return.
How secure is your payment?
All jokes and puns aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer GooglePay and ApplePay too!
How do I use a discount code?
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. single Oodie orders only).
I forgot to use my discount code!
Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply email our lovely team at firstname.lastname@example.org and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for.
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our fulfilment partner you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! Our email contact is email@example.com. This also allows us to keep a paper trail for your issue so we can help you as best we can. We answer emails from New York to London, so we can sometimes have some slight delays in response time. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
Where are you located?
Our Calibre Goods HQ and Customer Service team are located in Melbourne, VIC Australia. Your starts its journey out into the wide world from our multiple fulfilment centres across Australia & USA - they love to get those frequent flyer points.
*Please note: Our Calibre Goods HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.
Do you have more questions?
Don't hesitate to reach out!