FAQs
GENERAL FAQ
Where are you located?
Unless specified otherwise, all of our products ship from our facility in Melbourne, Australia. Our customer service gremlin is also located in Melbourne and will respond to your requests between 10am and 6pm AEST/AEDT Monday to Friday.
There’s something wrong with the website. Can you fix it?
If there’s a technical error with the website, please email us using the details below and our web demon will do their best to fix it. Please also provide us with a screenshot of the error as this will help us pinpoint the issue and solve the issue sooner.
Do you sell pears?
*sigh* No.
SHOW FAQ
What ages are allowed at your shows?
Most shows do not have an age limit and are strongly recommended for people aged 16+ however this will depend on the venue, government restrictions & liquor licensing laws. Some venues may be 18+. Check the show page for more information.
Is there assigned seating at your shows?
Generally no, however make sure you double check the show page for more information as this may depend on the venue. Any tickets labelled “General Admission” do not have assigned seats.
RETURNS, REFUNDS & EXCHANGES
What is your returns policy?
FOR PHYSICAL PRODUCTS: If you received an incorrect item or your order arrived faulty, please email us at using the details below and we will be more than happy to initiate an exchange or refund. We will not provide a refund or initiate an exchange if you have simply changed your mind.
FOR DIGITAL PRODUCTS: If you received an incorrect item or there is an issue with the product, please email us using the details below and we will be more than happy to help you. Refunds will not be initiated simply because you did not like the product or changed your mind.
FOR SHOW TICKETS: If you cannot make the event due to illness or a conflict or made another mistake with your order, email us using the details below and we will do our best to help you. Once the start time of an event has passed, we cannot offer you a refund and we will not provide a refund if you have simply changed your mind.
Please refer to the ACCC website (click here) for more information.
I made a mistake with my order. What should I do?
FOR PHYSICAL PRODUCTS: As soon as you are aware of the error, email us using the details below and we will do our best to help you. If the item has not been shipped yet, we should be able to correct the issue for you. Unfortunately, if the item has already shipped then we will not be able to help you until the item is delivered to you.
FOR DIGITAL PRODUCTS: As soon as you are aware of the error, email us using the details below and we will do our best to help you, Refunds will not be offered simply because you did not like the product or changed your mind.
FOR SHOW TICKETS: If you need to move your tickets to another date or made another mistake with your order, email us using the details below and we will do our best to help you. Tickets will only be moved to another date subject to availability. Once the start time of an event has passed, we cannot offer you a refund.
SHIPPING & DELIVERY
Do you ship internationally?
Yes, we offer worldwide shipping!
Who will be delivering my order?
For standard domestic shipping, orders will be delivered via courier or Australia Post. For international shipping outside Australia, orders will be delivered via DHL who will most likely forward your parcel to a third party courier or your local postal service to complete delivery. You might be required to sign on the package to receive the item so please choose an address that someone is available to receive the package during business hours.
Do you ship to PO boxes, Parcel Lockers, Parcel Collect, etc?
Yes, we do! Domestic orders within Australia that are addressed to PO boxes, Parcel Lockers & Parcel Collect addresses will be sent via Australia Post. International orders outside Australia that are addressed to PO boxes, Parcel Lockers or other equivalent delivery addresses will be sent via DHL who will then forward your parcel to a third party delivery partner to complete delivery.
How long does it take before my order gets shipped?
We are aiming to have your order dispatched from our facility within 1-6 business days. However, please bear with us in case we are spending extra time in checking / perfecting your items, particularly during public holidays, special merch drops, stand-up comedy tours or the peak season around the end of the year.
Furthermore, there will be chances that the item that you ordered may run out of stock though we are doing our best to avoid this from happening. We will definitely try to get you notified as soon as possible if that happens.
Please contact our customer service team if there is any question concerning the time to dispatch.
After the goods are dispatched, how long does it take for standard shipping to deliver the package?
The delivery time will vary a lot from country to country. In short, the shipping time alone could be around,
For domestic orders within Australia:
3-12 business days
For international orders outside Australia:
Usually 5-14 business days, but could be up to 23 business days
Delivery time is not guaranteed as there are a lot of factors affecting its speed. The above time frames are estimated times required by our couriers and various postal services and does not include our dispatch time or processing/clearance time at your local customs office. In some cases your local customs office of your country may require additional documents and time to have your package cleared, and this may also cause further delay on the delivery.
Due to current logistics shortages, staff shortages and continuing COVID-19 restrictions & protocols, some delays may occur which will extend the estimated shipping time.
How can I check my order status?
When your order is dispatched, you will receive an email with your tracking number and courier/postal service. You can use these details to track your order via the courier or postal service’s website:
Track via Sendle: https://try.sendle.com/en-au/tracking
Track via DHL: https://ecommerceportal.dhl.com/track
Track via Australia Post: https://auspost.com.au/mypost/track
Will my package be delivered to my house or to the post office for me to collect?
There are various factors beyond our control that will affect whether your package will be delivered to your house or to the post office for you to collect. Please speak with the courier/postal service and they may be able to help you.
When will you ship my order?
We are aiming to have your order dispatched from our facility within 1-6 business days. However, please bear with us in case we are spending extra time in checking / perfecting your items, particularly during special merch drops, stand-up comedy tours or the peak season around end of the year.
Please allow extra time for your order to be processed during public holidays and busy periods. Customs and your local postal service may also require extra time to work on the processing / delivery during peak season or before major festivals (e.g., Valentine’s Day). For details on public holidays in the destination country, please refer to the local government website. Please also note that delays may occur as a result of pending payment authorisations.
Why do I have to pay the standard shipping fee for my order?
Free standard shipping is applicable only to orders with total value (after discount) over AUD$100 under normal circumstances, and a shipping fee will be required otherwise. Please also note that shipping fee is non-refundable.
My package says delivered but I haven’t received it. What should I do?
The first thing you should do is double check the tracking to see if there are any additional instructions provided that indicate if you need to pick up your parcel from a post office or delivery centre.
Next, check your front porch, mailbox, etc to see if your mail carrier has left the parcel in a safe place. Also check your mailbox to see if your mail carrier has left a calling card or attempted delivery card. If you cannot find your parcel, visit or call your local post office or delivery centre to see if they are holding the parcel there for you to collect and have failed to inform you.
If you’ve tried everything and cannot find your parcel, email us using the details below and we will do our best to follow up and find your parcel.
What happens if my parcel is undeliverable & returned to you?
Once your parcel arrives back at our facility, we will reach out to you and organise a re-delivery if you have not already reached out to us. In the event that your delivery was returned to us due to an issue with your delivery address, we will ask you to provide us with an alternative address, if you have not already done so, to make sure your package gets to you as quickly and as easily as possible!
Import Taxes & Duties
Some countries outside Australia may require import tax, duties and related customs fees for the imports. This cost is not covered in payments you made to us. These charges, if applicable, are determined and charged by the customs office of the destination country. For further details of charges, please contact your local customs office directly.
Contact Us
Can’t find an answer? Need help with an order? Questions? Send us an email any time at admin@lewspears.com and we will do our best to help you out.