FAQs

What is the return policy?

 

In the event of damage to the order, you can get in contact with us and one of team members will get back to you immediately.

 

When will I receive my order?

 

China 1-3 business days.

Australia and New Zealand 5-10 business days.

South Africa 5-10 business days.

For the Ursus Kente Vellies:

Please allow for an extra 10 business days on top of the normal order time as the product is hand crafted and we pride ourselves on the quality of the product. 

Which countries do you ship to?

 

We currently ship to Australia, New Zealand, South Africa and China. With limited edition runs in the United Kingdom and the United States.

If you are in a country outside of our usual shipment, drop us an email and our team will try to help in anyway we can!

 

 

How can I change my order address?

 

If your order has not yet been packed then our team can update your address before it leaves us! Send our team an email ASAP to see if we can get this done for you!

 

How can I cancel my order?

 

So we can only make changes to your order if it hasn't reached the packing stage. Send our team an email ASAP to see if we can get this done for you!

 

When will my order be shipped?

 

Orders are processed Monday – Friday (excluding public holidays) from 7am – 3.30pm AEST. Orders placed before 2pm (Monday–Friday) are shipped out the same day! During big sale periods and holiday seasons, there may be a slight delay with the shipment of your order. Please allow no more that 2 extra business days during this time for your order to be dispatched. In some cases, we may need to contact you before your order can be processed due to a security check. To ensure there is no delay, please respond to any email/phone call from our Customer Experience team.

In the event of unforeseeable global crisis (eg. pandemics) there might be big delays.

 

How can I track my order?

 

Once our team have shipped out your order you will receive a shipping confirmation email with your tracking number! Copy and paste your tracking number into the link below to see the current status of your order.