Q: I have a question regarding my order or a product?
Please feel free to email our Customer Care Team at firstname.lastname@example.org with your questions?
Shipping and Delivery
Q: How long will it take for my order to arrive?
All orders are processed and dispatched within 1-2 business days from purchase date.
Please allow for up to 5-7 business days for your order to arrive.
A working day includes Monday-Friday and does not include Saturday, Sunday or Public Holidays.
You will receive an email confirmation that your order has been received, approved and dispatched.
Please contact us if you a require your order by a certain date (i.e. If it's for an event/gift etc.) or if you are a international customer.
Q: How much is shipping?
Shipping is calculated when you checkout, with all national orders being $10 and free shipping if you spend over $100.
Orders over $100 will receive free Standard shipping (Australia only).
Q: Do you offer international or express shipping?
Yes, 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.
Q: What if my order is delayed or lost?
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 email@example.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 purchased 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 Pigeonhole.
Q: Do you offer returns on orders?
If you aren’t satisfied with your purchase please contact Pigeonhole and we will workout a solution for you. Please contact Pigeonhole 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 agreed too otherwise by Pigeonhole.
Please note that the 14 day returns policy period starts from the day your receive your order from us, and ends on the day your post the package back to us.
Q: What if my order arrives broken or faulty?
We will do our best to ensure orders are packaged securely and safe, however we cannot guarantee the care and handling process during transit. Please contact our Customer Care team if your order arrives broken.
If you think that there is a fault with the goods you have received, please let us know straight away by contacting our Customer Care Team. 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.
Q: What is the returns policy on products covered by a warranty?
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.
Please contact our Customer Care team at firstname.lastname@example.org if you have questions regarding the process of returning, repairing or replacing products covered by warranty.
Q: Can I return my items to your store?
Returns may be deposited with our stores provided the return has been assessed and approved by our Customer Care Team.
Please note that store staffs are not able to validate the eligibility of your return unless instructed by the Customer Care Team and that they are not able to issue a refund for your items, as all refunds and return assessment is done via our online team.
Q: What is the returns process?
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;
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 Pigeonhole.