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Returns and Exchanges
My item has arrived damaged, incorrect or incomplete - what do I do?
If your item arrived damaged, or you received an incorrect item, please contact our customer service team with your concerns at {{store_support_email}} so we can consider your request for a replacement or refund. Please ensure you have your order number and email address used on the order prepared. Please note we are only able to process a refund or reshipment where we are required to do so by law.
If we determine that you are eligible for a replacement or refund, you'll need to return the item(s) received before receiving a replacement or refund. This helps us understand what went wrong and helps to make sure we prevent similar issues for you and other customers in the future.
To the extent permitted by law, we are not responsible for any damage to any merchandise once the item has been worn, used, or washed.
If you request a refund for a damaged item and we determine that the request is valid, we will provide a pre-paid return label to send the item(s) back to our warehouse. Please note we are unable to process refunds for items that are not returned, and unable to accommodate courier services. We may arrange a replacement of the relevant item if available, or give you a refund for the purchase price (including any shipping costs) you have paid us for the product.
When will I receive my refund?
Please allow 3-5 business days for your item to be processed. Refunds typically take 2-3 business days to appear in your account once they’ve been processed, but can occasionally take up to 10 business days, depending on your financial institution.
What is your return policy?
Once we have begun processing your order, we will only provide a refund, repair or replacement product where we are required to do so by law.
How do I access my digital album?
To access your files on an iOS device, you’ll need to first download to a desktop computer and then transfer the files to your device. Unfortunately, iOS devices don’t allow you to download music files directly to your phone. We apologise for the inconvenience!
How to access your files on your Android Phone:
To access the album on your phone, follow the link provided and click "Download"
You will then be taken to the downloaded folder and you will then need to click "extract all"
Once the album is finished downloading, a new folder will pop up to confirm that the files are in MP3 format
You can then listen to the album on your phone's music app.
How to access your files on your desktop computer:
Open the downloaded folder (in most cases, the folder name will end with .zip)
Click "extract all"
Once the album is finished downloading, a new folder will pop up with the files in MP3 format
You can then copy and paste the album to your desktop or mobile device.
When will my order ship?
In most cases, excluding pre-orders, orders ship within 2-3 business days. Shipping and delivery dates aren’t guaranteed.
Further refund information
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
For further information on our refund and exchange policy, please refer to our Website {{terms_of_use}}. Our refund and exchange policy provides rights in addition to your rights and remedies under the Australian Consumer Law.
Further information on how to contact us is available at {{contact_us}}.