Order Issues
- Can I change or cancel my order after I've placed it?
- Can I combine orders for shipping?
- I've entered the wrong information at the checkout, what do I do?
- My confirmation email has the wrong shipping address
- What if something isn’t right on my customs invoice?
- I have received an incomplete, incorrect or faulty item, what do I do?
Delivery
- COVID-19 Alert Level 3 - SHIPPING AS NORMAL
- Will my parcel be charged customs and import charges?
- Can I track the delivery of my order?
- I have not received my order, what do I do?
- My order tracking says 'delivered' but I did not sign for it.
- Where is my order?
Product Queries
- Why can't my order be shipped to my location? Shipping country restrictions
- Is my product genuine?
- Can I get a low certificate number?
- Why can’t you ship to my country?
- The page says 'out of stock', what does this mean?
- How can I find out about upcoming releases?
Returns & Refunds
Payments
- I haven't received my order confirmation or any notifications
- How can I pay for my order?
- When will I be charged for my order?
- Can I update my payment method in my account?
- Why am I being charged GST?
- Does my order include duties/taxes/customs fees?
My Account
- Do I have to create an account to shop with you?
- Is my personal data safe if I create an account?
- How do I create a new account?
- How do I unsubscribe from your emails?
- I've forgotten my password, can I reset it?
- Why am I not receiving your emails anymore?
Collector Club
- What is Collector Club?
- What are the benefits of joining the Collector Club?
- Do Collector Credits expire?
- If I have to return my item for a refund and I used my Collector Credits can I get them back?
- When will my Collector Credits be available?
- Is there a limit to how many Collector Credits I can earn and redeem?
Technical
- I didn't get my email as expected? (How to whitelist our email address)
- My discount code isn't working
- I added an extra item to the cart at checkout and the discount did not apply
- How do I clear the items in my cart?
- I've forgotten my password, what do I do?
- I used to have an account, why can't I log in?