Customer Service: FAQ

This page is for customers shopping for themselves (non-wholesale), if you are a wholesale customer please click here.

How do I find a retailer near me?

Contact us to find a stockist near you, or purchase online. When contacting us for stockist information, please mention:

  • the product or brand
  • your location
  • where you heard about us
  • Can I see your products in person?

    Please contact us and we can help you find a stockist nearby. * until.com.au is an online store.

    How do I create an account on until.com.au?

    Head to our Register page to set up your account online.

    How do I order?

    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.

    Can I change or cancel my order after I’ve placed it?

    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.

    My order is a gift. Do you offer gift wrapping?

    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.

    How do I make a product list?

    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.

    My order status is Pending Approval. What does this mean?

    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.

    My order status is Pending Fulfillment. What does this mean?

    Your order is being processed and packed by our team.

    My order status is Billed. What does this mean?

    Your order has been shipped.

    Where do you deliver to?

    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.

    How much does shipping cost?

    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

    When will my order be delivered?

    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.

    How do I track my order?

    Tracking updates will be emailed by Australia Post

    Contact us if you need help tracking your order.

    What should I do if a product arrives damaged?

    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.

    What should I do if an item is faulty?

    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.

    What is your change of mind policy?

    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

    Return address:

    Until
    50 Holt St, Suite 210
    Surry Hills
    NSW 2010
    Australia

    Download our return address slip.

    When will [X] be back in stock?

    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.

    Where can I find more information about a product?

    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.

    How do I see what I’ve ordered previously?

    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.

    How do I update my address?

    Update your address via My Account > Settings > Address Book. You can set your default shipping and billing address here.

    How do I update my payment information?

    Store your credit card information in My Account > Settings > Credit Cards and take advantage of faster checkouts. For all other payment enquiries, contact us.

    Can I change my password?

    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.

    How do I update my email subscriptions?

    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.