WHO CAN I ASK FOR HELP WITH MY ORDER?
Our friendly customer service team at firstname.lastname@example.org are happy to help with any questions or queries you may have. Please allow 48 business hours for us to get back to you, we are located in Western Australia and keep an eye on our emails during normal office hours Monday-Friday 9am-5pm AWST.
WHERE IS MY ORDER CONFIRMATION EMAIL?
If you can’t see your order confirmation email in your inbox don’t stress! It is most likely sitting in your junk / spam folder.
If you still cannot find the email, there might’ve been a typo at the checkout with your email address. Reach out to our customer service at email@example.com and we will investigate further.
WHEN WILL MY ORDER BE SHIPPED?
If you place an order on a business day before 12pm AWST, it will dispatch the same day. If placed after 12pm AWST, it will dispatch the following business day. Any orders placed over the weekend will dispatch the next business day.
WHERE DO YOU SHIP ORDERS FROM?
We are an Australian run brand, however our goods ship from our logistics centre in Hong Kong.
WHY CAN’T I CHECKOUT A KEYCHAIN
Our minimum cart checkout size is $40 which is why you cannot purchase a single keychain. Simply add another item to your cart and you’ll be able to checkout successfully.
However, if you would prefer to purchase just the one keychain, we can check our stocks in our head office in Western Australia and send one from there. The flat rate postage will no longer apply and may differ depending on where you are located.
THE ITEM I WANT IS SOLD OUT, WHEN WILL IT BE BACK?
If a sold out item is still appearing on our site that usually means we’re making more. To be the first to know when an item is made available again, click to the “Notify Me When Back In Stock” button via the product’s webpage and you’ll receive an automated email the second it’s been restocked so you don’t miss out.
Occasionally we also carry some spare pieces in most styles at our head office in Australia so you can also email us at firstname.lastname@example.org and we can check our stock levels here or let you know a more accurate date when the restock is coming back.
WHY DOES MY TRACKING SAY “DELIVERY ARRANGED, NO DETAILS EXPECTED” OR “FORWARDED FOR DELIVERY”?
DHL mostly only delivers within major cities, if you live regionally DHL will pass your shipment onto a local courier company for the final leg of it’s journey. When your tracking says “forwarded for delivery” or “delivery arranged, no details expected” DHL has successfully passed your order onto the next courier.
If you would like more clarity on when your order will arrive, you can contact DHL on 1800 345 002 and quote your tracking number and they will be able to let you know the courier company it’s been passed onto and any updated tracking details.
CAN I PUT MY PRESCRIPTION LENS IN YOUR EYEWEAR?
Almost all our acetate frames are suitable to have their lens changed. We don’t personally offer the service but if you take your pair of PL glasses to your optometrist they should be able to fit your prescription lens.
ITEMS FOR PRE-ORDER:
Occasionally we will release a popular style for pre-order. If you also purchase non pre-ordered items on the same order we usually wait til all items are ready to send together before dispatching, however if you’re in a hurry for your non pre-ordered items we may be able to arrange a split delivery.