FAQS

Shipping Charges / Shipping Methods / Shipping Times / Pickup Options?

Shipping Methods

Shipping methods may vary, depending on size and weight of the items ordered. We have a flat rate shipping fee of $15 for all orders Australia wide. We use couriers such as Couriers Please, Fastways, Aus Post and Startrack with Couriers Please being our main courier. We do not currently have an express shipping option.

Shipping Times

Orders can take 1-3 Business Days for processing and handling times and from 3-5 Business days to be delivered from dispatch date. There may on occasions be disruptions which can effect either the processing and handling times which can effect these time frames. At maximum we will endeavor to have your order processed, dispatch and delivered within 7 business day, by placing an order we take this as an acceptance of our terms set out as mentioned above.

We try our best to get orders processed and delivered as soon as possible but during heavy load times it can take longer.

Once an item is shipped please allow 3-5 business days for the order to arrive, bare in mind we have no control over the order once they are in transit.

Can I pick up my order?

Yes, orders can be picked up by arranging a time for collection at 278 Harkness Road, Harkness, Vic 3337. Alternatively you can organise to pickup from your accredited stockist or from an authorised reseller or salon. If you are looking to purchase via the online store please get in touch if you would like to pickup as there is no current pickup option in the checkout to avoid confusion.

Returns & Refunds

Please choose carefully when selecting your items in your order. Any refund requests must be made in writing by sending an email to info@tuya.com.au with the subject “Refund Request” within 14 days of receiving your order. The items must be unopened due to health and safety concerns. After a refund request has been accepted you will be required to send the item/s back in. Please ensure the item/s are packed safely to ensure they are not damaged in transit.

If you are unsure for any reason about the products in your order please feel free to get in touch before you make your purchase.

How secure is shopping in the Online Shop? Is my data protected?

Our website is secured with an encrpyted SSL and our payment options are also secure.

Some of your information is stored on our servers and is used for your my account details, no credit card or payment information is stored. Upon checkout all payment gateways use a redirection to their payment portals and as such you are protected by their security protocols, your details stored on their systems are separate from The Collectors Guild and we do not share information with these companies. Any complaints or concerns about the Payment gateway companies will be directed to them.

What exactly happens after ordering?

Once your order has been placed you will receive an automatically generated email from us. (Please ensure to white list (safe list) or add us to your email list to ensure you get our email) If you have not received any communication via email from us please check your Junk/Spam folders