FAQ’S

Where is my order?

You would have received an email with your tracking information. If you can’t find it, please check your junk/spam folder before contacting us at hello@thetialu.store

Please click here and enter your tracking number to view your tracking with Australia Post.

When will you send my order?

Online orders are sent out Monday-Friday, our team does not work weekends or public holidays. We endeavour to dispatch all orders within 24-48 hours of them being ordered. During busy times such as sale periods, new collection launches and Christmas expect up to 4-7 business days delay on dispatch time. Please note that shipping time frames do not include dispatch time. Express orders are prioritised and will always be sent out first.

Will you restock once items are sold out?

If an item is extremely popular we may decide to run a pre-order.  Sometimes customers do return or exchange their items so please always click the ‘notify me’ button on sold out items in case they become available.

What is a pre-order?

Occasionally some items may be available as a ‘pre-order’. This means that the stock hasn’t arrived yet. It allows customers to secure their pieces before the stock arrives to our warehouse. Pre-order items will always be marked as such and an estimated arrival date will be given in the product description. Please note, if you purchase other items with your pre-order item, they will be shipped together when the pre-order arrives.

Shipping costs & duties/import taxes 

We ship all orders from Cairns, North Queensland. Please click here to view our shipping rates.

I live locally, can I come and pickup my order?

Absolutely. At checkout select ‘local pickup’ as the shipping option. Our warehouse is located in Cairns, QLD. We are open 9 am - 4 pm Monday to Friday. You will receive an email notification when your order is ready to pick up along with the pick-up address. Please note that our warehouse is not a storefront and as such we do not offer in-person shopping or try on’s.

Do you offer store credits?

Store credits can be given in some circumstances by request.

How do I return/exchange an item?

Please visit our returns page here.

Is there anything I can’t return?

All sale items are non refundable or exchangeable. This is due to these items being heavily discounted so please choose carefully when shopping during sale periods. Any perishable items (e.g food, supplements and skincare) or anything used and/or not in its original packaging cannot be returned.

How do I contact you?

For customer service enquires please email hello@thetialu.store