Frequently Asked Questions
Welcome to Express & Impress! Here are answers to our most commonly asked questions. Can't find what you're looking for? Contact our customer service team for personalized assistance.
🚀 Order Processing & Fulfillment
Q: How quickly are orders processed?
A: Orders are processed automatically within 1-2 business days using our automated fulfillment system. You'll receive a confirmation email when your order ships with tracking information.
Q: What is automated fulfillment?
A: Our automated system processes your order immediately after payment, checks inventory, and sends it to our fulfillment partner for packaging and shipping. This ensures faster, more reliable delivery.
Q: Can I change or cancel my order?
A: Due to our fast automated processing, changes may not be possible once an order is placed. Contact us immediately and we'll do our best to help before it ships.
🌍 Shipping & Delivery
Q: Do you ship internationally?
A: Yes! We ship to over 200 countries worldwide. Shipping costs and delivery times are calculated at checkout based on your location.
Q: How long does shipping take?
A:• Australia (Domestic): 3-7 business days (Standard), 1-3 days (Express)
• North America & Europe: 7-15 business days
• Asia-Pacific: 5-12 business days
• Other regions: 10-20 business days
Q: How can I track my order?
A: You'll receive an email with tracking information once your order ships. Use the tracking number to monitor your package's progress.
Q: What if my package is lost or damaged?
A: Contact us immediately with your order number. We'll work with our shipping partners to resolve the issue and ensure you receive your items.
💳 Payment & Pricing
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and Shopify Pay.
Q: What currency are prices displayed in?
A: All prices are in Australian Dollars (AUD) and include GST where applicable.
Q: Is my payment information secure?
A: Absolutely! We use industry-standard SSL encryption and secure payment processors. We never store your payment details.
🔄 Returns & Exchanges
Q: What is your return policy?
A: We offer 30-day returns on items in original condition. Australian customers receive free return shipping, while international customers are responsible for return shipping costs.
Q: How do I return an item?
A: Contact our customer service team with your order number and reason for return. We'll provide detailed return instructions and, for Australian customers, a prepaid return label.
Q: How long do refunds take?
A: Refunds are processed within 5-7 business days after we receive your returned items. The refund will appear on your original payment method.
🌟 Product & Quality
Q: Are product images accurate?
A: We strive for accuracy in all product images and descriptions. However, colors may vary slightly due to monitor settings and lighting conditions.
Q: Do you offer product warranties?
A: Product warranties vary by manufacturer. Check individual product pages for specific warranty information, or contact us for details.
📞 Customer Service
Q: How can I contact customer service?
A: You can reach us through our website contact form. We respond to all inquiries within 24 hours during business days.
Q: What are your business hours?
A: Our automated system processes orders 24/7. Customer service operates during Australian business hours (AEST/AEDT).
🎁 Special Offers
Q: Do you offer discounts or promotions?
A: Yes! We regularly offer special promotions, seasonal sales, and discount codes. Sign up for our newsletter or follow our social media for the latest offers.
Q: Do you have a loyalty program?
A: We're always looking for ways to reward our valued customers. Stay tuned for exciting loyalty program announcements!
🌐 International Customers
Q: Will I pay customs duties or taxes?
A: International customers are responsible for any customs duties, taxes, or fees imposed by their country. These are not included in our shipping costs.
Q: Can I return items from outside Australia?
A: Yes, our 30-day return policy applies globally. However, international customers are responsible for return shipping costs.
Still have questions? Our customer service team is here to help! Contact us through our website and we'll get back to you within 24 hours.