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Black Friday FAQ

No Special Requests

 

With Black Friday being our busiest period of the year for our team, Customer Support will be unable to fulfil any special requests during the Black Friday weekend.

We understand the mad rush of Black Friday very well, as last year, we received well over 4,000 orders. In saying that, it’s common for our customers to place an order prematurely. We get it, it’s our biggest sale of the year, first in, first serve, I need to order NOW!

Mistakes happen, whether it be:

  • Incorrect address
  • Wrong product
  • Wrong deal selected

As much as we would love to accommodate special requests during this period, the truth is we can’t. We need to be mindful of the immense workload for our warehouses.

We want to ensure our team is only tasked with processing and dispatching orders during that period so all our amazing customers get their orders on time.

All orders placed during our Black Friday event will be automatically processed and dispatched. Our Warehouses will not have time to action any requests, cancellations or updates.

Customers will be liable for any order placed with an error.

So please, ensure:

  • You’ve entered the correct shipping details
  • You’ve selected the correct products and deals
  • You’re 100% certain before placing an order

Again, no special requests will be fulfilled during the event. Please do not email support regarding requests mentioned above. As this is an extremely busy period for our support team, we want to ensure they’re available to provide real-time support, raise issues and talk Black Friday madness.

 

Change of mind

We will not be accepting any order cancellations during our Black Friday sale due to “change of mind”.

We will of course work with you to resolve any issues relating to product purchased as per our usual returns policy, but change of mind will not be accepted as a reason for order return/cancellation.

No Returns on sale items

Due to the nature of the Black Friday sale, we’ll be unable to take any returns on sale items.

 

Consolidation

As much as we’d love to make this available across our entire store, we simply can’t.

A majority of our products are pre-packed into their own shipping box, therefore individual shipping costs may apply.

The warehouses will not be able to facilitate any requests to consolidate bulk orders into one parcel.

We want to help manage the warehouses’ workload as much as possible, not have them running around making custom boxes for items already pre-packed in a shipping outer. So please, avoid emailing such requests, they’ll really appreciate this.

 

Cancellations

As stated above, we’ll be unable to process any cancellation requests during our Black Friday event.

All Black Friday orders will be processed and shipped to the customer at time of purchase. We are trusting that our customers will be 100% accurate when placing an order with us.

This means:

  • Shipping details
  • Items selected
  • Deals selected

Must all be correct at the time the order is submitted on our website.

 

Delivery Timeframe

We are expected to receive over 4,000 orders again this year.

Please do bear with us as our small team will have a backlog of orders to get through.

Please feel reassured we’ll do our best to get your order out in a timely manner.

For all untracked orders, please note your order may still be in transit heading into the Christmas period.

We can expect shipping delays to occur with the postal companies given the large influx of orders at this time of year, please add an additional 7 to 14 business days to your anticipated delivery date.

We won’t be able to track these parcels, so please allow the additional transit time during the Christmas break for your order to arrive before emailing support.

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