Below FAQ are some common concerns of our customers before purchasing the theme.
If you have other questions, please contact us
- All
- Shipping & Delivery
- Refunds, Exchanges & Returns
Need Help?
If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.
If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
Shipping & Delivery
Standard shipping times are typically 3-6 days depending on the state and area you live in
Express shipping times are usually between 1-4 days
These estimates are from the day the order is dispatched
Depending on your situation, you may be illegible to cancel or edit your order. Check below and see which one applies to you.
- If you have ordered, but you have not received a tracking number/confirmation your order has been dispatched please contact us immediately OR message our live chat
- If we've already dispatched your order, we are unable to cancel orders due to hygiene
Please include your order number in all enquiries.
You can track your parcel here
Refunds, Exchanges & Returns
Once your order has been packed and dispatched, we are unfortunately unable to offer refunds or make changes, including returns or exchanges, due to change of mind.
If there is an issue with your order—such as receiving incorrect, damaged, or expired items—please reach out to us. We’ll assess the situation and either send replacements or, in certain cases, arrange a return at no cost to you. Please refer to our Returns & Refunds Policy for full details.
We do not offer refunds or returns for delivery delays, incorrect addresses provided at checkout, or for parcels seized by international customs. However, if your parcel is confirmed as lost and unrecoverable by Australia Post, we will issue a replacement at no additional cost.
If you’ve received the wrong item, don’t worry—we’ll make it right.
If 1 or 2 items in your order are incorrect, we’ll send out the correct replacements at no cost to you. There’s no need to return anything—just contact us with your order number and a photo of what you received.
If more than 2 items are incorrect, we’ll provide you with a prepaid return label so you can send the incorrect items back to us. Once we’ve received them, we’ll ship out the correct items right away.
Please note that we do not issue refunds for incorrect items, but we are committed to making sure you receive exactly what you ordered.
To get started, please contact our team via live chat or email us at support@pouchmax.com.