Common purchase queries answered
Orders and Shipping
We use Amazon Fulfilment for warehousing and delivery.
You’ll see a notice underneath the “add-to-cart” button telling you current delivery times that we are seeing.
“Covid-19” has changed some of the shipping guarantees. For example “Express” is not overnight delivery any more. It is now classified as “the fastest way to send an item”.
It can be hours, it can be 4 days.
In general Amazon is faster in delivering compared to Australia Post.
During Checkout you will find a checkbox that allows you to create an account.
Just tick it and you’ll get an account.
You have to be quick with that one if you just placed an order.
Definitely let us know asap and we can see what we can do.
If you want to change your address on your account just go to the My-Account Page and change it.
We send you email confirmations for every stage of your order.
If you don’t receive anything after placing your order please check your spam folder.
The steps are:
- Awaiting Payment: if you chose to pay with Direct Debit
- Processing: It’s waiting to be packed
- Completed: Your order is on the way to you and you will receive tracking details
We chose the most secure payment option on the market.
Stripe’s main feature is that even we can not see what you put in.
The shop system allows you to store your card details on file but only if you want to.
Technically you should be fine as our website is hosted on a dedicated server (nothing shared)
We will always charge you Australian Sales Tax (GST) which is currently 10%.
Even if you live overseas.
We do this because we only ship a few orders per year overseas and the accounting costs for separating these orders from the rest is too expensive.
Most probably but best is to ask us before placing an order.
We have to determine how high the chance is that you receive the order.
We might have to quote for a special postal service that is not handled by our system.
Not necessarily because items are placed in different warehouses.
In any case we will inform you how your order gets delivered to you.
If you need to swap an item
Returns and Exchanges
!!! Due to Covid-19, we can not accept returns if the product was used (removed from the package).
The BUFF® Filter Mask can not be returned for health regulation reasons!!!
Very simple: You let us know that you want to return the item. We will then send you a postage label.
You send it back and we refund you the price of the product the same day we receive it.
Best is to let us know because then we will look out for it.
Please note that we do not refund Express Post costs.
Means we stuffed up.
Please get in touch with us and we will send you the correct item out with a return envelope.
One receiving the correct item you put the other one into the return envelope and drop it into a letter box.
Same process as the wrong item.
Get in touch with us and we send you a new one out with a return envelope to post the bad one back to us.
We will send you an address label so you can be assured that we receive it.
If we stuffed up we will send you a franked and addressed return envelope.
Simply use the telephone numbers or email addresses on our emails to get in contact with us.
Alternatively you can also use the contact-us page
Hope that it isn’t shipped yet 🙂
Just get as quick as possible in contact with us and we will see what we can do.
If it’s already shipped we’ll contact the shipper and see what we can do.
Of course. Any time.
Once it’s shipped then, of course, we have to wait till you send us the order back to issue a refund.
In any case let us know asap and we will figure it out together.
Yes and no 🙂
We often can’t say if a certain design is coming back or when it will arrive back.
Covid-19 is making any planning a bit difficult.
But we can make a reminder if you ask us.
We will then get in touch with you as soon as it is back in stock.