FAQS

 

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WHERE ARE YOU BASED?

We are based in Melbourne, Australia but work with wholesalers all around the world to find you the best possible prices!
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HOW LONG DOES DELIVERY TAKE?
Orders take, on average, 3 business days to be processed. Once your item is dispatched delivery will take 12-20 BUSINESS days (Monday - Friday). This is because our items are sent straight from the manufacturer in order to give you the best price possible. Delivery can take up to 3-4 weeks. Please make sure you are happy with this before ordering. 
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I ONLY RECEIVED PART OF MY ORDER? 
We work with wholesalers and manufacturers from all over the world, therefore, you may receive part of your order in separate deliveries. 
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I HAVEN'T RECEIVED MY ORDER? 
Please contact us at 
hello@shadesupply.store and we will do our best to resolve. Please note we cannot be held responsible for items undelivered due to an incorrect address being entered or the post office/courier not being contacted when you have received a notice of non-delivery.
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THERE IS A PROBLEM WITH MY ORDER OR MY ITEM IS FAULTY 
Please contact us at 
hello@shadesupply.store and refer to our returns policy below. 
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HOW DO I RETURN AN ITEM? 
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Please do not send your purchase back to the manufacturer. Please follow the process below for returning your parcel to us: 
1. Contact us: 
hello@shadesupply.store to obtain a return address 
2. Re-pack the item in its original packaging or in a secure, waterproof package with labels and tags still attached. 
3. Cover your address label with our return address 
4. Return the package by using your local Post Office who will advise cost and obtain proof of postage.  
5. Keep your certificate of postage safe as you will need this as your proof of return.
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CAN I TRACK MY ORDER? 
Yes, you will receive an email once your order has been shipped with tracking information.