FAQ & CUSTOMER CARE
ORDER ISSUES
Once an order is placed, you have 60 minutes to cancel it.
If it has been more than 60 minutes, we’re unfortunately unable to cancel it. This means that the order must be delivered to its assigned location. Once received, you're welcome to make a return with us, as long as your items meet our returns criteria.
Returns criteria:
- Items must have all tags and security ribbons attached & untouched
- Items must not have been worn or damaged and must be in original packaging.
- Return parcels must have reference to Order Name or Order Number to allow us to identify the order.
- All sale items are non-refundable.
Uh oh! We’ll need to try and fix this for you before your order ships, so please get in touch with us straight away with your Order ID and correct shipping address.
Please connect with us at: godsinstrumentservice@gmail.com
Make sure you’ve checked your junk and spam folders in your email just in case the automatic notification has been sent there.
You can mark us as SAFE too so that you won’t miss a beat from us in the future!
Still no luck finding this one? Not to worry, just send us directly at godsinstrumentservice@gmail.com so we can resend it to you!
If you've double checked your order confirmation and have received the wrong size or item, please reach out to our Customer Experience Team at godsinstrumentservice@gmail.com so we can help right away!
Oh no! Our Customer Experience team is here to save the day! We are able to assist with this and place it as one of our top priorities, so please reach out before making a return.
For more information, click here
Firstly make sure the item isn’t hiding amongst the wrapping or stuck to the inside of the parcel.
Smaller items such as accessories are usually wrapped up in bubble wrap, amongst other items of clothing or included in shoe boxes within your parcel.
Still missing? Not to worry, just send us directly at godsinstrumentservice@gmail.com for more help!
DELIVERY HELP
We aim to have all Australian orders shipped the same business day if placed before 4pm
Australian Eastern Standard Time (AEST - QLD.).
Any orders placed over the weekend or on a public holiday are shipped the following business day.
Of course! Yes it can, but only for Australian customers only!
Once dispatched, you will receive a tracking number via email for your order! It can take a few hours, sometimes 24 hours to show any updates on the tracking link.
All parcels are sent with a ‘Signature Required' delivery service.
If no one is available to sign for the parcel, it will be held at the nearest post office or holding facility to be collected with photo ID.
If you still have no luck in finding your parcel, please send us an email at godsinstrumentservice@gmail.com so we can investigate further with the courier!
Please don’t panic, we’ll make sure your goodies are located one way or another!
Until your parcel has been sorted and scanned, there won’t be any tracking events for you to check on. But don’t worry, your tracking ID indicates that your parcel has been despatched and has started making its way to you!
Patience is key! You’ll just need to give the tracking some time to update overnight or once it’s scanned as ‘out for delivery’.
RETURNS
We’ll let you know via email once we have processed your return, but if you have taken note of your return parcel’s tracking ID then this will let you know as soon as your parcel has reached us!
We aim to process all returns within 1-2 business days of them being received and will email you as soon as this has been processed!
As long as your return is lodged or initiated within 30 days of receiving your items we can accept eligible returns back for processing.
Unfortunately, you can't return sale items.
Depending on your bank’s clearance times, this will determine when you will see a refund back to your original payment method. This usually takes 2-3 business days, but can take up to 10 business days for some financial institutions.
All refunds will be processed back to the original payment method used to place the order.
If you have used a combination of web credit and card/PayPal then your web credit will be re-issued and your payment refunded.
EXCHANGES
If you’ve opted for an exchange we’ll let you know your new order deets via email once processed!
We’ll let you know your new order deets via email once processed! Exchange/Shop Now orders are not sent until the return has been received and processed by our team.
PAYMENTS
We accept all major credit and debits cards, as well as PayPal
Promo code not applying? Just make sure it’s valid for all items in your order.
Gift Card codes need to be entered separately – if you’re having any trouble applying either of these just send through a screenshot of the page that displays so we can help!
Yes! You can apply multiple Gift Card codes at checkout. Simply enter the code and hit apply until all Gift Cards have been applied.
You've got 3 years from the date of issue to use your gift card!
First of all you’ll have to switch devices and try checking out from either Google Chrome or Firefox. Our website has been optimized for the shopping experience from these browsers. If you’re still not having any luck we’ll just get you to send through an email with a screenshot of the error message that displays so we can better assist you!
TECHNICAL ISSUES
As long as you’re checking out from Google Chrome or Firefox you shouldn’t experience any technical errors on the website. If after switching devices and using these browsers you’re still having trouble, please email us a screenshot of the page that displays so we can assist you further!
PRODUCT STOCK & SIZING
We're always re-stocking our most popular styles based on customer demand, as well as adding new arrivals almost every day! By signing up to our newsletter, you're letting us know that you're LOVING a particular style, so we'll do our best to get more in!
Once more stock is available, you'll also be notified via email! We don't, however, re-stock sale items sorry!
We can't provide an estimate of when items will be back, but we encourage you to sign up for the newsletter so that we know you're loving a particular style and we'll work on getting more in ASAP!