FAQ
We understand you may have questions about our products or shopping with us and most of the time, someone else will have the same! So, here are the answers to our frequently asked questions.
SHOPPING WITH US
How can I cancel an order that I’ve placed?
If you’d like to cancel an order within 24 hours of placing it, please email us at office@thejournalshop.com.au with your order number and we’ll do what we can to help.
How can I add an item to my order?
We understand that sometimes you may want to add more goodies to your order, however once an order is submitted, we’re unable to change it – even if it’s still processing. If you’d like to purchase more items, we recommend placing a separate order.
Can I make any changes to my order?
We aim to process and pack your order as fast as possible which means we're unable to make any changes once you've placed an order. However, you may be able to cancel your order and place a new one instead. (excluding personalized products) Please contact us and we'd love to see how we can help.
What does Processing/Completed mean on my online order?
Once you have submitted your order, it will display as ‘unfufilled’ in your account as our Online team work to prepare your order for delivery. When your order is ‘fulfilled’, your order has left our facility for delivery and is now on its way to you!
What do I do if I have received a faulty product?
Contact us at office@thejournalshop.com.au providing photos and proof of purchase, and our team would love to assist further.
SHIPPING AND DELIVERY
Do you ship internationally?
Yes, we ship worldwide.
How long does it take to process an order?
If you place an order on a weekend, your order should be processed the following business day. Please note this can take longer during sale or busy periods. We recommend allowing 2-4 business days from placing your order.
How can I track my order?
When your order is dispatched, we’ll send you an email to let you know. You’ll receive another email shortly after with your tracking information which you can use to follow your parcel’s journey.
Which carrier will handle my parcel?
Depending on the destination country, we use a variety of postal services. For domestic orders, we used Australia Post.
I haven’t received my order, what do I do?
You will receive a tracking number one your order is dispatched, and you can use this to track the location of your order. If there seems to be a delay or no updates, you can contact the postal service that is handling your order and quote your tracking number to investigate it further.
How much will I be charged for customs tax?
Depending on the destination country, you may need to pay overseas customs duties, foreign taxes or other fees that may be imposed. Unless otherwise stated, it is the customer’s responsibility to pay any overseas customs duties, foreign taxes or other fees that may be imposed. For more information on taxes, duties and customs regulations please contact your local customs office directly. Orders returned to our warehouse due to unpaid customs duties/foreign taxes will be cancelled and refunded.
If you decide not to pay for the customs fee, the parcel will eventually be returned to our Head Office, where we will then be able to refund you for your order.