we're here when you need us.
Whatever you need, we're here to help. Every message is read by our ember team, with replies within one business day.
track your order
Your tracking number is in the shipping email we sent the day your box left us. Pop it in here.
No shipping email yet? Orders are packed within 1 to 3 business days.
or view your whole order history →
prefer email?
Same two people, same inbox. Creators and stockists, this one's for you too.
the questions we actually get.
Within one business day, and usually the same day. We're a small team rather than a call centre, so there's no ticket queue sitting between you and an answer. Our hours are monday to friday, 9am to 5pm melbourne time.
Orders are packed within 1–3 business days. From there it's 5–7 business days to anywhere in australia or new zealand. You'll get an email with a tracking number the moment your box is picked up.
Usually not. A tracking number can sit quiet for 24–48 hours before the first scan appears, and it can go quiet again mid-transit over a weekend or a long haul. If nothing's moved for three business days, send us the order number and we'll chase it from our end.
Check your junk and promotions folders first, because that's where it usually is. If it's not there, the email address may have a typo in it. Send us your name and the email you think you used, and we'll find the order and fix it.
Yes, as long as it hasn't shipped. Message us with your order number as soon as you can and we'll catch it before it's packed. Once it's with the courier we can try a redirect, but we can't promise one.
Tell us what happened and include the order number. We'll ask for a photo by reply if we need one, then replace it or refund you. No forms, no back and forth. We're small enough to just fix things.
Yes, on your first order. Get in touch within 60 days of receiving it and we'll refund you. Comfort feels different for everyone, and we'd rather know it wasn't right for you than have you sit on a box you won't use.
Anytime, from your account. Change the timing, skip a delivery, or cancel outright. If you'd rather we did it, just ask. No phone call, no retention script, no talking you out of it.
Australia and new zealand. Free standard shipping on orders over $50. If you're somewhere else and you want a box, send us a message and we'll let you know when we get there.
Yes, carefully. We're new, so we're choosy rather than everywhere. Use the form and pick creators & partnerships, tell us where you post or where you'd stock us, and we'll come back to you personally.