Customer Service: FAQ
This page is for customers shopping for themselves (non-wholesale), if you are a wholesale customer please click here.
Please contact us and we can help you find a stockist nearby. * until.com.au is an online store.
Head to our Register page to set up your account online.
Simply click ‘Add to cart’ on until.com.au and you will see items start to appear in your cart. Head to our Register page to set up your account online. You can begin shopping without logging in, but you will need to log in to check out.
Once you confirm your order online, it is sent directly to our team for processing. We’d love to help if your order hasn't already been packed - please contact us.
We don’t yet offer gift wrapping. Your invoice will only be emailed to you (it won’t be included in the parcel), so you can send gifts direct via our service.
Product lists are a great way to bookmark products for later. You can add items from your product lists to your cart at any time. When viewing a product, click ‘Add to my product list’. You can add it to an existing list, or create a new one. Manage your product lists via My Account > Product Lists.
There may be an issue with your order and we could be trying to contact you. Contact us if you have a question about an order that is pending approval.
Your order is being processed and packed by our team.
Your order has been shipped.
At the moment, we ship to Australia. If you’re overseas and would like to order for friends or relatives here, just enter your address as your ‘billing address’ and enter a separate delivery address.
Standard shipping (Australia Post eParcel): Free on orders over $100, with a flat rate of $9.99 for orders under this amount
Express Post (Australia Post eParcel): Flat rate of $22.00 for all orders
We aim to dispatch your order within 1 business day
Standard (Australia Post eParcel)
AU East Coast: 3-5 business days from order dispatch
AU West Coast: 5-7 business days from order dispatch
Express Post (Australia Post eParcel)
Next business day or as fast as possible to remote areas
Signature is required on delivery. If nobody is available to sign for your delivery, your parcel will be taken to your local post office.
Tracking updates will be emailed by Australia Post
Contact us if you need help tracking your order.
Please notify us of damaged goods within 14 days of receipt. We will gladly replace or refund you, and will also refund any return delivery costs incurred.
To maintain high quality standards, we like to hear about manufacturing faults as they occur. Many of our brands offer extended warranties. Contact us for more information.
We want you to be 100% happy with your purchase. So, if you are happy to send it back within 14 days of purchase in its original condition (with packaging intact), we are happy to refund you.
Your refund will be processed when we have received and checked your goods.
Unfortunately, we can’t cover the cost of delivery and handling for products returned due to change of mind. You’ll need to return goods to us at your own cost and risk.
So that we can process your return, please mark the package clearly with the order number in your confirmation email and include the following information:
- reason for the return
- your daytime phone number and email address
50 Holt St, Suite 210
Download our return address slip.
You can subscribe to stock updates via until.com.au. When viewing a sold out product, click ‘Email me when it is back in stock’, add your details and you will receive an email when the product arrives. Manage your subscriptions via My Account > Settings > Back In Stock Subscriptions.
We provide as much information as possible in the product ‘Detail’ tab of our website. If information we have provided is unclear or you have more questions, please ask us.
Your order history is saved in My Account > Orders > Order History. Here you can review a full list of what you’ve ordered, and you can choose to reorder items you have ordered previously.
Update your address via My Account > Settings > Address Book. You can set your default shipping and billing address here.
Store your credit card information in My Account > Settings > Credit Cards and take advantage of faster checkouts. For all other payment enquiries, contact us.
You can update your password via My Account > Settings > Update Your Password. If you forget your password, click ‘Forgot password?’ on the login screen, to receive an email with a link to reset it.
You can choose to subscribe or unsubscribe to our newsletters in My Account > Settings > Email Preferences. Things we might email you about: important dates, price changes, product news, trade shows and order cut-offs.