Please read our FAQs below. If you can't find the answer you're looking for, our email can be found at the bottom of this page
Shipping and Delivery
I made an order! Now what?
You've made an order! Good job, you have great taste ☺️
Once an order is placed, our team carefully pick and pack your order with love and get it ready for dispatch. Please allow 1-2 business days for this. Once your order is with a courier company, you will receive a shipping confirmation email from us complete with a tracking number, so you can follow its journey.
How soon can I expect my order?
Once shipped, you can expect your order within 3-5 business days with standard shipping. Express will take 1-3 business days.
While we will do all we can to ensure your order is dispatched on time, ineshi are not held responsible for conditions beyond our control such as severe weather, service interruptions and incorrect addresses provided at checkout.
Do you deliver to PO Boxes?
Yes! We can ship to PO Boxes, Parcel Lockers, and business and residential addresses Australia wide
Do you ship internationally?
We only ship within Australia at the moment. International shipping will be available soon!
How do I make changes to my order?
We aim to get your orders out as quickly as possible. Unfortunately, we are unable to make changes to your order once it is placed. Our fulfilment team are continuously processing orders so it is not guaranteed that a member of our customer care team can reach your inquiry before your order is shipped. This includes:
- Cancelling your order
- Changing item/s
- Shipping and billing addresses
- Adding items to an order
- Shipping method
- Payment method
Why isn't my tracking number updating?
If your tracking information hasn't been updated in a few days, the quickest way to resolve this is to lodge an enquiry with the courier your parcel was sent with. This can be done via their website. Generally, your parcel is still on its way as normal, the shipping companies are just skipping some scans along its journey
If you aren't having luck after contacting the courier company, please email us at firstname.lastname@example.org so we can investigate further.
Why haven't I received my order?
If you haven't received your item as expected and you're concerned it's missing or has been stolen, please check:
- with other members of the household
- in other locations around the front of your property
- if you've received a card, SMS or email notifying you that it's been delivered to your local post office.
What if there is an issue with my order?
Something not quite right with your order? Please contact us immediately to advise of the issue so we can help to resolve things quickly. We may request you include photos so we can help identify what has happened. Our customer care team will contact you via email and we will try and resolve your query as best we can.
How secure is your payment?
Rest assured, your privacy and security is our highest priority. We use Shopify Payments and other partner payment gateways which are extremely secure and highly encrypted systems designed to protect customers and also hold merchants accountable.
What are my payment options?
Do you offer payment plan options?
How do I use a discount code?
Simply head to checkout and on the first page there will be a box for you to enter your discount code in - make sure to click 'Apply'.
What currency is your store in?
Prices on our website are in Australia Dollars ($AUD) by default
Returns & Refunds
What is your return policy?
Please take a minute to have a read of our returns policy. We offer 30 day returns from the date of the delivery/receiving your order.
However, not all items are eligible. Any exclusions will be called out on product pages and/or at checkout.
To be eligible for a return:
- Item(s) have to be initiated for a return and placed in the post within 30 days of the delivery/receiving of your order.
- Item(s) must be in the original packaging, and must be unused and in it's original condition. The Marshmallow Frame does not need to be in its original packaging for a return
- Item(s) were not marked "Final Sale" or "Non-Returnable" at the time of purchase, unless faulty.
Can I return my order for a refund?
Items purchased from ineshi can be returned for a full refund within 30 days of delivery/receiving your order. Please read our returns policy for more details.
How do I initiate a return?
If you wish to return your order, please email our customer care team at email@example.com to receive further instructions.
Who covers return shipping costs?
Unfortunately we do not cover return shipping costs. You will be responsible for paying the shipping costs for returning your item(s)
When will I get my refund after I have returned my order?
Please allow 5 days from the date the parcel is received by us to process the refund. We will notify you of the outcome of your return via email.
Refunds can only be processed via the original payment method used to make the order