FAQ
SHIPPING FAQ:
Processing time:
All pending orders are being worked on and are shipping out as often as possible. Thank you so much for your ongoing support and patience.
In stock items are usually processed and shipped within 2-5 business days (Monday through Friday), unless your order was placed during a sale or holiday season which may increase shipping time due to quantity of orders received. Delays may occur as I am a one-woman operation and do not have a shipping department.
Pre-shipment status:
Please note that printing out shipping labels and taking the packages to the post office may occur on different days. I'm unable to go to the post office every day and try ship in batches as much as possible, so I will print labels and have packages ready to go for my next post office trip. If your package has been in a pre-shipment status for over one week and you are concerned there is an issue, please email me info@shopsnakewhip.com . If it has been in pre-shipment for a week or less, there is most likely no issue and your order will be sent soon.
Mixed orders:
If your order has one pre-order item and one in stock item, I will usually wait to ship them together since only one shipping fee was charged. If you would like to pay an additional shipping fee for the items to ship separately, please email me to discuss.
Delays may occur since I am a one-woman operation:
Snake Whip is owned and operated by one woman, so your patience is extremely appreciated. Shipping times may take longer during sales when I receive more orders than usual, new releases, completion of large production pre-orders, unforeseen production/supply issues, orders placed during the holidays, if I or if my manufacturers are sick or backed up with orders, or during personal emergencies. This is a very small business run out of my home.
Your patience and understanding are always very appreciated as I try my hardest to get quality and ethically made products out in a timely fashion.
Snake Whip uses Royal Mail and Aus Post to handle worldwide orders.
Please note your local customs office may apply additional charges (Import tax & duties) to your goods upon arrival into your country. These charges are the responsibility of the purchaser. For further information on these charges you should contact your local post office as charges vary from country to country. Be advised that Snake Whip is required to declare the total value of goods on every international custom form.
Snake Whip is not responsible for items lost or damaged by the postal service or customs.
If there are any concerns or queries, please contact us prior to ordering at info@shopsnakewhip.com
What currency is your site in?
Everything is auto-converted based on the current AUD conversion rate. If you find the site has not automatically converted to your currency, you can easily convert to your currency using the currency converter on the site. Please note once your order is placed, the total will auto-revert back to AUD after checkout.
I take a lot of time measuring each item to ensure you know what size is right for you. Each product will have a table of measurements for that particular item. Each brand sizing is different so there is no blanket size conversion for our store. If you are still unsure, feel free to send an email to info@shopsnakewhip.com and I will gladly help out.
We are happy to replace or refund brand new items if they are defective or damaged within 14 days of delivery.
Shopping online can be difficult, we get it - if your purchase is incorrectly sized we are able to offer you a size exchange or store credit if product not available (excluding shipping costs). If you need to exchange an incorrectly sized item you must notify Snake Whip within 14 days of shipping and we will give you details how to return it. Due to a high turnover of stock we cannot guarantee that we will have an alternate size available, in this instance store credit or refund will be issued.
You will receive an order confirmation once your order has been successfully transmitted. In addition, a shipping confirmation e-mail will be sent once your order has been shipped. If your order has been shipped via our courier service, they will keep you posted via email about the status. Detailed info here.
We make every effort to keep sufficient stock of items listed on our site, occasionally we do sell out of certain products and sizes. If we are out of stock on an item you want, please click the email notifier button- this helps us decide whether that product is worth re-ordering or not!
