Frequently Asked Questions

FAQs

How do I track my order?

If you’re a fandcy online member, you can get an update on your order in your account. Just login and choose My orders. Once your order’s been dispatched, you’ll receive an email confirmation from us. The email will contain a tracking number and a link that will take you to the website where can follow the progress of your delivery. Your tracking information won’t update until the shipping status becomes available from Australia Post. This normally takes about 24 hours from the receipt of ‘Your order is on its way’ confirmation email.

Only part of my order has been dispatched or delivered. Will I receive the additional goods I ordered?

Sometimes the items you’ve ordered are stored in different locations around Australia. To get your order to you as quickly as possible, we often dispatch the items separately. We’ll let you know via email whether there are any outstanding items that will be delivered separately. The rest of your order should be with you in no time. For more details, have a read of our terms and conditions.

How do I exchange or return an item?

Check our conditions – before returning an item, please check to see whether it meets the conditions in our exchange & returns policy. We have relaxed our returns policy during this unprecedented period to accommodate any reasonable return request outside of our standard terms. We understand that many customers will not be able to physically make it into stores during this time so this gives peace of mind with any purchase made or are planning to make. As a minimum we will provide an additional 30 days from when stores open to return purchases. Other aspects of our Myer Returns Policy remain the same. If you’d like to return a ‘change of mind’ purchase by mail, you can use Australia Post for a national flat rate of $12.20. Change of mind returns do not apply to big and bulky items.

How long do I have to return an item?

The exchange or refund is sought within 30 days of purchase date. We’re happy to extend our 30 days ‘change of mind’ return policy for reasonable requests. Please contact our customer service for more details.

Why do I have to pay extra shipping cost?

Fandcy provides flat shipping of $7.95 for the most areas in Australia. However, we need to charge an extra freight fee for the following conditions:

1. Remote area, NT, TAS, and ACT may ask for an extra postage fee. 

2. Large volume (over 100L) or overweight (over 20kg) orders may require a postage quotation before place the order. 

Still have questions? Feel free to contact us.