Categories

We’re here to help! Email our friendly Customer Care Team at webstore@pigeonhole.com

Orders are processed and dispatched within 1-2 business days of purchase. We’re super keen to get your order to you but please do allow 5-7 business days for your order to arrive. 

We’ll make sure you receive an email confirmation that your order has been received, approved, and dispatched so that you can start getting excited. This email will only be an acknowledgement, and will not constitute acceptance of your order. A contract between us for the purchase of the goods will not be formed until your payment has been approved and our billing agent has debited your credit or debit card.

Oh, and if you require your order by a certain date (if it's for an event or a gift, for example) or if you are an international customer, please get in touch before purchasing so we can ensure we can meet your needs!

Monday to Friday are our dispatch teams working days, weekends and public holidays are for friends, family, and frivolity… but our stores are (mostly) open 7 days a week!

Shipping is calculated when you checkout, with all national orders being just $10. 

Orders inside Australia receive free shipping if you spend over $100 (yay!).

Like us, our products love to travel! We do offer international shipping, however international and express shipping is calculated on a case-by-case scenario and is subject to individual freight costs.

All national orders come with complementary tracking to ensure your order is accounted for and traced during transit!

Please contact our Customer Care Team at webstore@pigeonhole.com if you have not received your order after 7 business days.

Please note that we cannot take responsibility for parcels lost by Australia Post. International customers are urged to purchase tracked shipping, as we cannot take responsibility if your item gets lost in the mail.

Replacement of damaged or lost items is made at the discretion of our Customer Care Team.

We’re sorry you weren’t satisfied with your order. Please contact our Customer Care Team and we will workout a solution for you! Please contact us within 14 days of receiving your order and be sure to quote your order confirmation number during correspondence.

The customer is to pay for any return of items unless otherwise agreed to by our Customer Care Team. Returns may be deposited with our stores provided the return has been assessed and approved by our Customer Care Team.

Please note, our Pigeonhole store staff are not able to validate the eligibility of your return unless instructed by the Customer Care Team. They are also not able to issue a refund for your items, as all refunds and return assessment is done via our webstore team.

Please note that the 14 day returns policy period starts from the day you receive your order from us, and ends on the day you post the package back to us.

Our goods may come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage if the products are covered by a warranty. You also may be entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the product is covered by a warranty.

Though we do our best to ensure orders are packaged securely and safe, we cannot guarantee the care and handling process during transit. Please contact our Customer Care team if your order arrives broken.

Please include as many details as possible about the order and the problem with the goods and be sure to attach photographs of the fault, if possible.

You will receive an email confirmation from us once your return has been authorised. This email will instruct you of the outcome of the return. (i.e whether your item will be eligible to be replaced, repaired or refunded.)

Eligible returns within the 14-day window must be deposited in store or sent to the following address subject to further Customer Care instructions;

Pigeonhole Retail
Ground Floor, Central Park Mall, 28 Broadway, Chippendale nsw 2008

Your order will be refunded once it has been received. Please allow for up to 3 business days for this to be processed and appear on your financial statement.

Please note that orders sent after the 14-day returns period do not qualify for a return unless specified and that return shipping, and delivery costs are not refunded unless specified by the Customer Care Team. Replacement of damaged or lost items is made at the discretion of Pigeonhole.

Whilst we try and ensure that all details, descriptions and prices which appear on our website are accurate and the products are available, errors may occur. If we discover an an item is out of stock or there is an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order or cancelling it.

If we are unable to contact you we will treat the order as cancelled. If you wish to cancel due to an error and you have already paid for the goods, you will receive a partial refund.

Delivery costs will be charged in addition to the total cost of the goods; such additional charges are clearly displayed where applicable and included in the total cost under 'Shipping' and 'GST'.

Didn't find the answer you were looking for? Contact us.