Shipping Info

PRE-CHRISTMAS DELIVERIES

We can only guarantee delivery for Christmas for Australian orders to NSW and VIC if you order on or before Thursday 5th December 2019.

We really hope you receive your items before Christmas, but unfortunately we cannot guarantee delivery before Christmas to any other States and/or Territories within Australia. If purchased after 5th December there is a chance that your order may arrive to you in the new year due to the busy holiday period.

      

WHEN WILL MY ORDER SHIP?

We currently ship orders Mondays, Wednesdays and Fridays. In the event of a public holiday your order will ship on the closest following business day. During busy times (holiday season, sales etc) there may be delays of up to 3 business days. If there is an issue or we are unable to fulfil your order for any reason, we will contact you to let you know! 

DELIVERY LEAD TIMES*
Australia = Approximately 7 days
New Zealand = Approximately 14 days
Asia = Approximately 21 days
United States = Approximately 30 days
Europe = Approximately 30 days
Africa = Approximately 45 days 

 

*Please note that this is an estimate, if you still have not received your order please contact us immediately

 

WHERE IS MY ORDER?

Before emailing us re: the whereabouts of your online order, please check out the estimated delivery times. We ship all orders from our office in Sydney, Australia so please bear this in mind when ordering internationally :) We use Australia Post for all deliveries. Delivery times can be anywhere from 2–30 business days, depending on your location (a big window, we know).

Unfortunately, we cannot promise your package will arrive by a certain date, but please know that we do our best to get everything to you ASAP! Sometimes packages are held up in customs for seemingly no reason, and transit times can vary greatly from country to country.

WILL I BE CHARGED CUSTOMS / IMPORT DUTIES?

Unfortunately we cannot control any duties/taxes applied to your package. You will be responsible for paying any additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages. By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.

I ENTERED THE WRONG SHIPPING ADDRESS, WHAT SHOULD I DO?

When entering your shipping address, always take care to double check all building / unit / apartment numbers / floors are included where applicable. We also highly recommend shipping to a work / business address where possible. If you have incorrectly entered your address and not yet received a shipping confirmation from us, please email us ASAP and we will advise you of the status of your order. If your order has already shipped, unfortunately there is nothing we can do until (and if) your order gets returned to us. Sorry!

WHY IS MY ORDER LATE?

We always try to get your orders to you in the timeframe outlined, but sometimes this is out of our control. If you’ve received our dispatch notification, and it seems like your parcel is taking forever to arrive, it may be awaiting collection at your local Post Office or delivery depot and you may need to rearrange delivery with your local postal service. If you received one, the instructions on your attempted delivery card should explain how to collect your parcel or rearrange delivery. If the estimated delivery date has passed and there is no relevant information please contact us at hello@flexfactory.store

RETURNS

We do not currently offer returns or exchanges simply for change of mind. We are more than happy to exchange your item or issue a credit note if there is a notable problem or flaw with your purchase. Please email us if there is a problem with your order at hello@flexfactory.store