Frequently Asked Questions (FAQ)
Frequently Asked Questions
Got a question? We’ve answered the most common ones below. If you don’t see what you’re looking for, feel free to reach out to us at support@ardor-sidney.com. We’re happy to help.
Shipping & Delivery
1. Do you offer free shipping in Australia?
Yes, we offer free standard delivery across Australia on all orders. Every parcel is packed with care to ensure it arrives safely and on time.
2. Can I have my order delivered to a parcel locker or collection point?
At this time, we deliver only to residential or business addresses provided at checkout.
3. How long will my order take to arrive?
Orders placed by 10:00 PM (AEST) on weekdays are processed within 1 to 3 business days. After dispatch, delivery usually takes 3 to 8 business days, depending on your location. Please allow a few extra days during peak periods.
4. How do I track my order?
Once your order is shipped, you’ll receive an email with a tracking number. You can follow the status of your delivery through our Order Tracking Page.
5. Which couriers do you use?
We ship with trusted Australian carriers like Australia Post, Sendle and other reliable partners.
6. What if my order hasn't arrived?
Start by checking your tracking link. If the delivery hasn’t updated or is delayed, contact us at support@ardor-sidney.com. If your order is confirmed lost, we’ll send a replacement or refund your purchase.
7. What if my parcel arrives damaged?
We’re sorry to hear that. Please email us at support@ardor-sidney.com within 7 days of receiving your parcel. Include your order number and photos of the damage and packaging so we can assist you right away.
Returns & Refunds
8. How do I return something?
If you're not completely satisfied, get in touch with us at support@ardor-sidney.com within 30 days of receiving your order. Items must be unused, in their original condition, and returned with all packaging and tags.
9. When will I get my refund?
Once we receive and inspect your return, your refund will be processed within 14 business days. You’ll get an email confirmation when it’s done.
10. Who pays for return shipping?
If the item was faulty, damaged, or incorrect, we’ll cover the return shipping. If you’re returning it for another reason, like a change of mind, return shipping is at your own cost. Please contact us before sending anything back.
Privacy
11. Is my personal information secure?
Yes. All data is protected by SSL encryption. We don’t store payment details and we never share your personal information without your permission.
12. Do you share my information with third parties?
No, never. Your details are only used to process your order and provide support. You can read more in our Privacy Policy.
Payments
13. What payment methods do you accept?
We accept:
- American Express
- Apple Pay
- Maestro
- Mastercard
- PayPal
- Shop Pay
- Visa
14. What currency will I be charged in?
All payments are processed in Australian Dollars (AUD). If you’re using a card from another country, your bank may apply a conversion fee.
15. Is checkout secure?
Yes. Our payment system uses SSL encryption to protect your personal and payment information at all times.
16. How will I know if my payment went through?
Once your payment is successful, you’ll receive a confirmation email with your order details. If you don’t see it, check your spam folder or get in touch.
17. What should I do if my payment fails?
Double-check your card details and available balance. If it still doesn’t work, try another payment method or contact your bank. You can also email us at support@ardor-sidney.com for help.
