FAQ's

Has my order been shipped yet?

Once your order has been shipped, you will receive a confirmation email directly to the address you processed your order with. 

When will I receive my order?

Check out our estimated delivery times on our “Delivery” page.  If you haven’t received your order within the listed time frames, drop us an email and we will reply promptly. 

What time will my parcel be delivered?

Ordinarily, your parcels will be delivered Monday to Friday, between 9am and 5.30pm. 

What if I am not home to sign for my parcel?

If you’re not available to sign for your parcel it will normally be taken to a local distribution centre and a note will be left. Any problems, drop us an email and we will reply promptly. 

Will I be charged customs and import charges?

Customs or import duties are charged once the parcel reaches the destination country. If you are outside Australia you may incur customs and import duties. These charges must be paid by you. Unfortunately, we have no control over these charges and customs policies and import duties vary widely from country to country.

You may wish to contact your local customs office for current charges before you order, so you are not surprised by charges incurred when your parcel arrives.  

An item is missing from my order

If you receive the wrong item or something is missing from your order. Please email contact@demontbraypilton.com  and we will send you a free returns label to return the incorrect item and dispatch the correct item for you on the next available postal run. The same applies to a missing item. 

How do I care for my new purchase?

Check out our “Product Care and Information” page. 

I’ve got a question that’s not answered here, what do I do?

We’d love to hear it. Have your say and voice your question at contact@demontbraypilton.com and we will make contact with you to as soon as possible.