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Frequently Asked Questions

Before delivery

How long will it take to get my order?
Approximate delivery times

Major Cities Remote Cities
Registered Post 4-6 business days 10-14 business days
Non Registered Post 10-14 business days 14-21 business days

What if my order hasn't arrived after 14 working days?
All information supplied to us by the postal services is automatically updated in our online tracking service.

If your order has not been delivered within the expected delivery time, please contact your local postal services using the postal reference number provided in your shipping status email.

What if postal system has no information on my order?
Occasionally postal items are not scanned by their respective postal services on arrival. In this case delivery will still be made through the standard delivery system, but online tracking will be unavailable.

I have been told I have to pay a customs charge. What do I do?
In the event that you are liable to pay VAT or additional taxes or duties when your order is placed, you will be notified via email/letter of any VAT or taxes that may be applicable to you and given instructions for online payment.

For further information relating to customs charges, please refer to your local customs office.

Tracking shows my item has been “delivered” but I haven’t received it. What do I do?
Please contact your local postal service for clarification of this status. If they are unable to assist, then you will need to contact the sender of your item for further options.

Tracking

Where do I find my item ID or tracking number?
Parcel tracking number will be allocated by Freipost. Item ID and tracking number can be found in the manifest and on the item label.

Where do I track my order?
Tracking your order can be done online on our Tracking page.

What does the “Order Processed” tracking event mean?
The item has been processed and is ready to be dispatched for delivery.

What does the “Order Dispatched” tracking event mean?
The item has been handed over by the sender to the carrier.

What does the “Order Processed at Transit Hub” tracking event mean?
The item has passed through the transit location before onward journey to destination facility.

What does the “Order Handed to Local Carrier” tracking event mean?
Your local postal provider has received the package and will deliver it from there.

If you are unable to find your order
Please contact us and we will gladly follow up on your behalf. Remember to include your order number on all correspondence to ensure prompt service

After delivery

How can I contact my post office?
Details can often be found on the postal service's website.

How can I collect my item?
All tracked registered post items can be collected from your local post office. You may need to bring your internationally recognised tracking number, and some form of identification. For all other items, we would strongly advise to enquire directly with the sender.

What happens if I forget to collect my registered article item?
Typically, items not collected within 7 days, will be returned to sender. This timeframe may vary from destination to destination – please contact your local postal service for more information.

I have received a damaged item. What do I do?
Please contact the sender of your item.

I would like a refund. What do I do?
Please contact the sender of your item.

I would like my package to be resent.
Please contact the sender of your item.

 
 
     
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