FAQ - Online Purchase

• When will my order be shipped?
  • We usually ship within 1-3 BUSINESS days (not including weekends even if our physical shop is open). However, during Sale/Promotion/Busy Periods, orders may take a bit longer to process. Once your order has been shipped, you will receive a shipping confirmation via email with a tracking number.
  • If your order is a bulk one, please note that it requires additional processing time for shipment.

 

• Why is my order awaiting fulfillment?
  • No need to worry, awaiting fulfillment just means your order is processing and has not yet shipped! Once your order ships, it will be marked as Fulfilled/Shipped. You'll receive an email with tracking once this happens!

 

• It’s been more than 5 business days! How can I follow up my order?
  • Oh no! We apologise for the delay. Please contact us through email and we will sort this out for you ASAP!

 

• How would I know if my order is confirmed?
  • Confirmation emails are typically received shortly after an order is placed, or it could be in your “junk” folder. If you do not receive your confirmation email right away, it might be experiencing some delays if your order was placed during a period of high order volume, such as sale or promotions.
  • If you have not received your confirmation email within 24 hours after your order is placed, please contact us so that we may assist you further!

 

• How do I track my order?
  • Once your order has been shipped, you should receive an automated email from our couriers with your tracking number. If you did not receive any, please do not fret! You can always contact us to check the status of your order. And do not forget to check your junk folder just in case!

 

• How are shipping rates calculated?
  • Shipping fee will be a flat rate of $10 (standard shipping time) and all orders over $75 are eligible for free shipping. Express shipping will be calculated based on the parcel’s weight and location.

 

• I just paid the $10 shipping fee. Why can’t you send my order expressed?
  • Unfortunately, $10 shipping fee is just standard delivery time. There will be extra charge on top of the flat rate fee if you want your order to be express shipped.

 

• Can I pick up my order?
  • Sure can! You can pick up your orders from our Sumner Park Store during business hours: 9AM-5PM, Mondays to Fridays, 9AM-4PM on Saturdays and 9AM-3PM on Sundays (excluding holidays). You will receive a confirmation email that your order is ready for pick up.

 

• I need my orders ASAP. Could you please send it today?
  • Please send your orders before 12pm AEST so that we can dispatch the order as soon as we can. But please note that we usually process the orders 1-2 business days as it usually depends on the volume of orders we receive daily.

 

• My party is this weekend. I need my stuff before Friday.
  • Oops! Please ensure you allow enough time for your orders to be processed and delivered. Don’t forget to choose your preferred shipping method accordingly. Kindly contact us if you have any problems with your order.

 

• What is your return policy?
  • Returns, refunds, and exchanges are subject to the following conditions:
    • Products valid for returns, refunds, or exchanges are only those received with defect or damage. While we understand that you might have changed your mind, you will have to take full responsibility of the cost of return and not hold Unique Party Shop liable for any late deliveries.
    • Sale items are also non-refundable and non-returnable.
    • Products that are defective can be refunded, returned, or exchanged within only 100 days upon receipt of your order. Outside this timeline, the product could have already been exposed to factors beyond our control which could have contributed to the damage/defect.
    • Products should be in its original purchase condition and must be unused
    • Excludes costumes and wigs due to health regulations.

 

• Can I modify my order after I’ve placed it?
  • No, unfortunately we cannot modify orders once they have been placed. All sales are final. So sorry for any inconvenience!

 

• Can I cancel my order after I’ve placed it?
  • Please contact us as soon as possible to cancel or to put your order on hold. However, we are unable to cancel you order if your order has already been processed for shipment.

 

• Do you combine orders?
  • Orders are subject to being automatically combined by our system if placed on the same day and shipping to the same address.

 

• What do I do if I received the wrong item or package?
  • This rarely happens, but in the unlikely event that you have received the wrong item or package, do send an email with your order number, a picture of the incorrect items you received, and a picture of the packing slip. Please note that all order issues must be reported within 14 days of delivery. We will make it our mission to correct this immediately!

 

• I received broken item(s) in my order.
  • Oh no! Your package must have had an extra bumpy ride! Please email us within 14 days of delivery with your order number, and a photo of the damaged items. We will get back to you ASAP! **Discontinued items will be issued store credit for the amount paid.  

 

• Delivery and Returns Delays
  • We do our very best to process and ship your order as quickly as possible, however once your order is transferred to the courier, it may encounter delays during its journey to you.
  • Please note, Unique Party Shop is not responsible for any shipping deliveries that may be affected by natural occurrences, depot transfers or air and ground transportation strikes or delays. Our team can only view the same information that you can via your order’s tracking number.
  • Please allow our full shipping times to pass which is usually 3-5 business days, and 10-14 business days for rural deliveries.
  • If your order is traveling beyond these time frames, please email us with your order number and tracking information so that we may assist you further!
  • For returned orders, please note that we will issue a full refund for your order once it is received at our warehouse and confirmed to be undeliverable (unless the customer provided the wrong address). We are unable to process a refund for a returned order until we physically receive the package. We apologize for any inconvenience! 

Stock Levels

Whilst we endeavour to keep accurate computer stock levels, some information is provided by third party suppliers so subject to unforeseen errors in their stock levels.  In the very unlikely event an item you have purchased is found to be sold out we will refund that item.