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Where are you based?
You can find us at 35 Ambrose Avenue, Cheltenham, Victoria. Want to browse our stock in person? Get in touch, and we'll book a time for you to pop in.
Can I stockpile my order in case I want to add more items?
Absolutely! All you need to do is select the 'stockpile/open box' option at checkout. When you're ready to finalise your order and add postage, just email us. Stockpiles are held for one month max.
Can I special order items?
Unfortunately, no. But if you're not sold on any of our items at the moment, be sure to keep an eye on our website - new treasures pop up all the time!
Can I return items?
Some items just might not strike the right cord in you once they're in your hands - we get it. So if you're not 100% happy, you can return items in brand-new condition within 14 days of receiving them (or 30 days from your order date).
Once we get the item back - either by mail or in person - we'll sort you out with a credit or exchange.
Refunds can only be issued for broken or deffective items (please see broken items and insurnace policy).
What about insurance and signature on delivery?
Shopify doesn't currently let us add insurance or signature-on-delivery at checkout. If you'd like either of these options (keeping in mind SOD is Auspost only), please email us within 24 hours of placing your order - otherwise, your package might already be on its way. We'll send you a separate invoice for the additional cost. Please note that we cannot cover lost or stolen parcels without extra insurance.
What happens if an item arrives broken?
After exclaiming an, 'Oh no!' buyers will have to take up claims with Australia Post as unfortuantely we cannot do it from our end. Make sure to bring the damaged item, packaging materials and box with you into the post office. As per their policy, they should refund up to $100 AUD worth. If insurance was purchased with the parcel then more can be claimed.
Please note: Products with descriptions stating chips, scuffs or fragility issues (like tourmaline shedding during transit) are sold as-is and can't be refunded.
What if an order goes missing?
If your package is marked as delivered but hasn't shown up, ot items are missing from a damaged box , please contact us or Australia Post within 3 days.
Can I combine shipping from the lives sales Facebook group and the website?
Yep! Choose the 'pickup', 'open box' or 'stockpile' option at checkout (even if you're not a pickup customer) and email or message us to request a combined shipping quote. We'll send a separate invoice for postage. If you don't do this and pay for shipping at checkout, the orders will be shipped separately.
Heads up: The website will temporarily lock during live sales so items don't accidentally sell on both platforms.