What delivery options are available?
Our partners are DHL Ecommerce (USPS final mile) and FedEx. We do not currently ship to the following states CO, AK & HI.
• Half price standard shipping available from just $4.99 (usually from $9.99)
Courier Transit Time Clause
DHL SmartMail 2-5 Business Days From courier collection
FedEx Express Saver 3-5 Business Days From courier collection
FedEx 2-Day Within 2 Days From courier collection
FedEx Overnight Next Day Orders placed by 2pm
• Note - Courier collections take place Monday to Friday, so orders placed after 2pm on Friday will not be collected until Monday afternoon and will impact on your order and next day deliveries.
• Delivery options available within the checkout will depend on the delivery address, the item(s) ordered and weight of your order.
How can I track my order?
Once your order has been dispatched you will receive an e-mail to confirm the dispatch. This e-mail will include your tracking information, and a link to your tracking information.
There will be no live tracking until the courier has collected the shipment from our premises. If you place an order after 2pm on a Friday there will be no tracking information until the following Monday evening, as we do not have courier collections over the weekend.
Has my order been dispatched yet?After your order has been dispatched by the warehouse team, you will receive a dispatch email. The dispatch email will include your tracking information and a link to track your order.
This email confirms that your order has been dispatched but has not yet been collected by the courier.
Once the item(s) are in the courier's network, you will receive another email from the courier with further details.
Are there any Delivery Restrictions?We offer delivery options to all Mainland States but we cannot ship to;
• DHL Smartmail - can ship to PO Boxes, but not APO or FPO
• FedEx - Cannot deliver to PO Boxes
Note - All Kangaroo Leather products are restricted to be shipped to California
Why is my order unavailable?If there is a stock shortage from the manufacturer, resulting in a delay in your order, please be assured that we are working diligently to receive new stock as quickly as possible.
We will notify you promptly of any such issues. We apologize for any inconvenience this may have caused and appreciate your patience during this time.
I am missing an Item from my order- What do I need to do?We completely understand your excitement to track your order and we're here to make it as easy as possible for you.
1. Just log into your online account.
2. Click on 'My Orders'.
3. You will find a tracking link that will provide you with all the latest updates on where your parcel is.
We kindly ask for your patience and to wait until the estimated delivery date mentioned during checkout. If by any chance, there is a further delay don't worry!
• The tracking information will give you all the details about the current location of your parcel and any possible reasons for the delay.
We're here to help and we'll be more than happy to assist you with any questions or issues you may have but we recommend that you contact us after 7 working days of the order being dispatched. You can email us at firstname.lastname@example.org.
My order hasn't arrived - tracking is showing delivered - what do I do?Check with your neighbors, in any safe places and check if you have a proof of delivery note. If you are still unable to locate your order, please don't worry just contact our customer service team at email@example.com as soon as possible.
We will investigate and require your co-operation in working with us to follow up on this with our courier to help locate the parcel as quickly as possible for you.
What should I do if I receive the wrong item?
We're really sorry if we have sent you the wrong item.
Please contact our Customer Service team at firstname.lastname@example.org and we will help with getting a replacement to you as quickly as possible along with helping with the return of the incorrect item.
The best way to contact our Customer Service Team is via our direct email address - email@example.com
Customer Service team are operating 5 days a week (excluding UK Public Holidays).
Answers to the most commonly asked questions can be found within our Help & FAQ's section.