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FAQ

Shipping & Delivery:

All of our products are shipped directly from our Victoria Warehouse. You can expect your order to be delivered within 2-8 days.

You’ve made an order, you are ready for your hair to start living it’s best life and your thiicky product is on its way - now what?


Once an order is placed, our team will carefully collect your product and package it, so please allow up to 72 hours for our team to pick and pack your order. All orders are sent when all items are ready in full - this means that if you have a pre-order item in your order, all items will wait until that latest item is available and then will be sent out at the same time.

Sometimes there is too much love to put in one parcel so you may get multiple thiicky packages from our different fulfilment locations across Australia. Not to worry though, they will still be sent at the same time.


Your product will then gently be sent via our amazing couriers (Australia Post) and then it should be safely in your patiently waiting hands within **2-8 business days.


As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow this magical journey.


**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!

If your is over $50 and you’re located in Australia, not a cent! All orders over $50 are sent via free standard shipping with Australia Post. Australia Post quotes us 2-8 business days for this delivery service after your order has been picked and packed.

Any order under $50 is sent via our standard shipping for $9.99.

Time to celebrate – it’s on its way! After we pass your order to Australia Post, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the Australia Post site so you can follow the live tracking updates!


Haven’t received your shipping confirmation email yet? Your order may be on pre-order, as confirmed on the website at time of purchase. Be sure to check your original order confirmation, you won’t receive a shipping confirmation email until that pre-order date.

Think your order might be lost in transit? Although Australia Post quotes us 2-8 business days for delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may update to advise of a ‘delayed’ delivery date.


If your item still hasn’t been delivered within 12 days, please contact us and we can launch an investigation with Australia Post.


*Please note: Once we pass your thiicky order to Australia Post, your package is with a different provider. We completely understand delays are frustrating, however once your order is with the courier, any issues need to be investigated by Australia Post. We are able to contact them on your behalf to resolve any issues. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.

Oops, you’ve noticed your order is not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.


If your order has been shipped, don’t panic! You can still redirect it via the Australia Post tracking link we provide on your shipping confirmation email.


*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!

We get it - you guys can’t get enough of our products, literally! Sometimes when our products start selling like hotcakes, unfortunately we can completely sell out before our next round of stock reaches our fulfilment centre. If this happens, we will put those items up for pre-order before they’ve arrived. We know what date our stock is due to arrive, so this is the date in brackets next to the product name. All orders will then be shipped out to our customers on that specified date. This allows our customers to ensure they get their hands on the thiicky product of their dreams and start being hair goals.

PAYMENT

Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer GooglePay and ApplePay too!


Need a little longer to pay for your thiicky order? We offer Afterpay and ZipPay payment plans for Australian customers only.

Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.


*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for.

Made your thiicky purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply email our lovely thiicky team at contact@thiicky.com and they will be happy to help correct this for you.


*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for.

CONTACT US

Something not quite right with your order? Don’t worry, the thiicky team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.

These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our fulfilment partner you will need to go through our returns process.


As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.

Emailing us is the way to go! Our email contact is contact@thiicky.com This also allows us to keep a paper trail for your issue so we can help you as best we can.

We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!