Questions?
Please read the FAQs below. If you can’t find the answer you’re looking for, please contact us.
(If you have any questions regarding specific products, please go to the bottom of the product page where you will find the FAQ's that are specific to that product. Alternatively you can you contact us here and we will get back to you through email)
How does shipping and delivery work?
How does shipping and delivery work?
So you've made an order? Welcome to the Exoh family!
Once you have placed an order, our team will carefully package your items and ship them within 24-48 hours.
Your products should be in your patiently waiting hands within 5-14 business days**.
We also offer Same-Day express shipping. Place your order before 12pm, select option at checkout and we will ship it the same day via Australia Post Express delivery. Express orders that are placed after 12pm, will be shipped the next business day. As long as you are within the Aus Post express network, you should receive your parcel within 1-3 days after shipment!
As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow its journey.
Do you offer express shipping?
Do you offer express shipping?
Yes we do! As long as you order before 12pm, we will ship the same day using Australia Post.
Once your order has been shipped, you will receive a tracking number via email so you can follow its journey.
Just be sure to select Express Shipping at checkout!
How much do I pay for shipping?
How much do I pay for shipping?
All orders include FREE and fast delivery Australia-wide, no matter how many products you order.
If you wanted to skip the queue so you can start your journey sooner, just select our Express Shipping option and we will post your items on the same day! This will incure an extra fee (please see fees at checkout)
*If you select Express Shipping and place your order before 12pm, we will ship your order on the same day.
When will my order arrive?
When will my order arrive?
Once your order is picked and packed, the magical journey from Exoh HQ to your front door begins.
All orders (no matter how many products you purchase) include FREE delivery Australia-wide. You can expect your order to arrive within 5-14 business days* from the day you place it.
If you selected Express shipping and you're within the Australia Post express network, then you should receive your parcel in 1-3 days.
*Please note: Although our couriers quote us these expected delivery times, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
How do I track my order?
How do I track my order?
Yay, time to celebrate – your order is on its way! After we pass your order to our selected courier we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the couriers site so you can follow the live tracking updates!
Haven’t received your shipping confirmation email yet? Check your spam folder too (it may have ended up there).
Help, I think my order is lost/hasn’t been delivered?
Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost in transit? Although our couriers quote us 5-14 business days for standard delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
If your order isn’t delivered within 20 days, please contact us and we can launch an investigation.
Can I change my shipping address?
Can I change my shipping address?
Oops, is your order not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
Do you ship internationally?
Do you ship internationally?
No, unfortunately we are only open to shipping to Australian addresses.
Shipping Disclaimer
Shipping Disclaimer
We are a small family owned Australian based business and always thrive to pack and send your orders from our local warehouses. However, we have gone viral on social media and in times where we have flash sales we may use a 3PL company to help us with the overwhelm of orders. In these cases your order may be sent from an offshore warehouse.
But please don't worry, there will be no compromise to the quality of your product and we will be right here if and when you need us.
We believe in our products so much that we back them by our 30-day risk-free trial.
Product Questions
Do you offer wholesale or bulk purchase discounts?
Do you offer wholesale or bulk purchase discounts?
Our products are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase, please contact us here for more information!
*Please note: This is subject to stock availability.
Can I send an order as a gift?
Can I send an order as a gift?
Have a special someone who you think needs some of our products in their life? You can ship any Exoh product directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. Plus we don’t include any value invoices inside the box as any receipts are sent directly to your own email address. It’s that easy!
*Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package - we’re sorry!
Are you stocked in any stores anywhere?
Are you stocked in any stores anywhere?
Nope, it’s just us! Our Exoh products are only available on our online store here in Australia.
Returns and Exchanges
Do you have a returns policy?
Do you have a returns policy?
Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer a 30-day risk free trial of our products, during which you can return them at any time.
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:
1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be in the original packaging, which must be in original condition.
This includes attached tags and packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.
4. All returns are at the cost of the customer.
*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
How long do I have to return the products?
How long do I have to return the products?
We have a 30-day risk-free trial to allow you to try and see if the product is suitable for you! We think that's pretty cool.
However, any return requests made after 30 days of receiving your parcel will be denied.
Do I have to pay for returns?
Do I have to pay for returns?
We offer free shipping when you purchase our goods on all orders, Australia-wide.
However, if you would like to return your product/s under our 30-day risk-free trial, then shipping costs will be made by you (the costumer). Just contact our friendly team here and they will be able to help you along the way and give you steps on where to send your return.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout.
How long does it take for my return/exchange to be processed?
How long does it take for my return/exchange to be processed?
We strongly encourage that you use a trackable method of shipping. If we don't receive the product, we cannot issue your refund.
Exoh is not liable for lost parcels coming back to us that are posted by you.
Refund will be made as soon as products arrives and checked by one of our staff.
You will receive a confirmation email once refund is processed.
How long does it take for my refund to be processed?
How long does it take for my refund to be processed?
We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant directly.
Payment
How secure is your payment?
How secure is your payment?
Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer Google Pay and Apple Pay too!
We have recently added payment options like Klarna and PayPal Pay in 4, enabling you to pay for your goods in instalments - so you can buy now and pay later!
Do you have payment plan options?
Do you have payment plan options?
YES! Klarna and PayPal pay in 4 are available payment options now too.
How do I use a discount code?
How do I use a discount code?
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
I forgot to use my discount code!
I forgot to use my discount code!
Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team here and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
What currency is the store in?
What currency is the store in?
All pricing for our Australian store is listed in Australian dollars (AUD).
Contact Us
I have an issue with my order, what can I do?
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
How do I contact you?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! You can contact us here or by emailing us at hi@exoh.com.au. This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
How do I provide feedback?
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your Exoh stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here.
Where are you located?
Where are you located?
Our Exoh HQ is located in Brisbane, QLD. Your Exoh products start their journey to you from our warehouses in Sydney and Melbourne.^
*Please note: Our Exoh HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.
^During sales times or high peak consumer season eg EOFY/Christmas, we may use our a 3PL partner to help us with the overwhelm of orders, therefore, your order may be shipped from an offshore fulfilment centre. But don't worry, the quality and promises we give still stand and we are still right here to help you if you have any questions.