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New Ceramics!

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FAQ

Please find below frequently asked questions about our service.  Please contact us if these questions have not resolved your issue. 

How Can I Track my Order?

When your order is fulfilled you will be sent a tracking number for either Sendle or Australia Post. You will be able to track your order on the package tracking website for each company (see links below). Just use the tracking number sent to your nominated email account. If there is any confusion regarding which company an easy way to tell is that Australia Post uses numbers and Sendle uses letter only. Please note COVID-19 has impacted on service delivery for both Australia Post and courier services.
Sendle : https://try.sendle.com/tracking
Australia Post: https://auspost.com.au/mypost/track/#/search

Do You Gift Wrap?

We do not offer that service at present, but check back as we will be offering full gift wrap and personalised notes service in the near future.

Can I Pick Up My Order in Person?

Unfortunately, we do not offer this service. We are on online only store and do not yet offer personal pick-up services at this stage.

Can I Add or Change my Order After Payment?

There is a very small window of opportunity to add an item to or change the order after payment is made. The orders are packaged and dispatched on Wednesday and Friday each week. If you would like to add to the order or change the order in any way please send an email to service@tweentoteen.com.au, or use our Contact page to notify us of the desired changes - please include the order number with any communication.

Any additions/changes will only be able to be made prior to packaging and addressing of the order.

I don't like using online shopping with my credit card so can I still make an order?

Yes you certainly can. We are happy to take orders via email and payment through normal banking transfer if you feel more comfortable placing your order that way.

Please send an email to service@tweentoteen.com.au or use our Contact page to send us the name and quantity or the desired items. We will send back to you the total amount that needs to be transferred and the banking details need to complete the transaction. Your package will be posted to you when payment clears into the bank.

I've made an order but I did not receive a confirmation email?

Email confirmation of an order is automatically sent out from our online shopping platform as soon as checkout is completed. Please check your email account 'Junk' or 'Spam' folder as it is very likely the confirmation email has been placed their.

If you've checked and it is not there please send an email to service@tweentoteen.com.au or use our Contact page and we will ensure we resend a confirmation message to you. Please include an order number with any communication.

Do You Express Post?

We can use Australia Post's Express Post service if you would like your order in a hurry. Additional shipping charges apply to express post services, and you can select this option at checkout. These services are only accessible during Mon-Fri business hours when Australia Post is open and will take a few hours to arrange - so please ensure you allow plenty of time to get the item packaged and to the post office.

Standard Australia Post Express shipping delivery timelines apply as per the information detailed on their website at the the link below. Please note COVID-19 has impacted on service delivery for both Australia Post and courier services.

Australia Post Delivery Times:
https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/

Why Did My Order Arrive in Separate Packages?

Sometimes, due to the dimensions of some items, separate companies are used to deliver your packages. Both tracking number will be sent to you to allow you to track your orders online.

Do I have to Sign for my Package?

Parcel and mail theft from private premises is on the rise across Australia. Many of the order sent by Tween to Teen Australia are of considerable value and we want to make sure they get into the hands of our customers who paid for the goods. Therefore, by default, we normally ask the courier to get a signature on delivery, however, during COVID contactless delivery protocols for Australia Post and courier services are in place. This means the courier or postman is likely to leave the item if they can sight someone at the door during delivery time.

If you are not home a slip will be left with you with clear instructions on how to organise re-delivery, or to organise to leave your parcel at a specified point, within a specific time frame. Please make sure you attend to this issue promptly as the item will be returned by the courier to us if you do not respond within the time frame specified.

I need to change the delivery address?

There is a very small window of opportunity to change the delivery address of an order. The orders are packaged and dispatched on Wedesdays and Fridays. If you have noticed an error with the delivery address immediately (or soon after) the order please send an email to service@tweentoteen.com.au, or use our Contact page to notify us of the desired changes to the delivery address. Please include your order number in all communications.

Once the courier has collected the order unfortunately there is no way to change the delivery address. The only option will be to cancel the order and have it returned to Tween to Teen to be re-shipped. Additional shipping charges will apply.

Do you ship internationally?

At present, we do not offer international shipping. However, if you see an item you desire please contact us and we can organise a shipping quotation to your location and you can decide if you want to proceed.

Why is my item not tracking on Australia Posts website - its says 'No Events Found'?

Australia Post often does not update the tracking information until your parcel has reached the local depot from where it will dispatched to your home. So depending on the normal delivery time frame for your location the tracking information may not be updated until just before the parcel arrives on your doorstep.

COVID-19 has extended 'standard' delivery times for both Australia Post and courier services. If, several days after you are notified of the tracking details, the tracking information is still absent please contact us on service@tweentoteen.com.au or via our Contact pageand we will assist in locating your order. Please include your order number in all communications. 

Can I return and item?

Please refer to our Returns and Refunds Policy.

Do You Accept Bank Deposit?

While it is not our preference, as we also offer Paypal, we will accept direct bank deposit for orders. Please contact us with the products and volume for each item and we will arrange an invoice that includes direct banking transfer details. The items will be posted to you once funds have cleared in our bank account.

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