FAQs

Tracking usually takes 24 hours to update. In some cases, tracking is not updated on accident and so the parcel may be close to delivery without any prior updates. In most cases, this is not a cause for concern and it is advised customers contact Australia Post for any further enquiries.

Delivery time depends on the area you live in.

For major metropolitan areas, standard delivery usually takes 2-3 days while express delivery will take 1-2days.

For rural areas, standard delivery may take 4-6 days whilst express delivery may take 2-4 days

In some cases, yes. Check below to see which one applies to you.

• If you have ordered, but you have not received a tracking number for your parcel yet, contact us immediately.
• If you've received the tracking number, but we have not dispatch your order please contact us immediately.
• If we've already dispatched your order, you may be illegible for a refund/exchange
• If you wish to edit your order or change an item in your order and we have not dispatched your order please contact us immediately.
• Please include your order number in all enquiries. All contact enquiries will be sent to support@poucharoos.com

Unfortunately, we do not offer either in person pick-up or drop off. If you need your items fast we recommend going with Express shipping option.

If you are staying at an accomodation for more than 10 days it is generally safe to deliver the parcel to the address in which you are staying at.

If you are travelling around alot in between locations, it may be safer to get a parcel locker from AusPost.

Another option is to ship to a friend or relatives house

Please note that international shipments may be subject to excise taxes, customs duties, and other fees once the package arrives in your country or at your delivery address. These charges are the responsibility of the customer to report and pay. Any additional costs related to customs clearance must be covered by the recipient. Unfortunately, we have no control over these fees and cannot estimate what they may be.

Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

If your order has not been dispatched, we are able to issue you a refund. Once the order is in transit, we are unable to issue returns due to the perishability of the product.

At Poucharoos we try our best to make sure every order is in good condition and correct before it is sent out. However, mistakes happen!

If you've received the wrong item, please contact us immediately.

In most cases, we give the customer the option to receive a discount on their next purchase OR we will send the intended goods to them whilst you the customer keeps the incorrect goods.

If the incorrect items exceeds more than 2, we may get the customer send us the incorrect items back with a shipping label we provide them. Once we receive the items, we are then able to issue the correct goods to the customer. Customers who receive incorrect goods of more than 2 can also opt for a discount instead.

At the moment, we only offer PayPal at checkout. However, if you'd you'd like to pay another way please contact us.

Yes! Despite what it says on the checkout it is still possible to pay via PayPal with your debit/credit card. Please follow these steps:

1. At the checkout, click “Pay with PayPal.” You will be redirected to PayPal’s checkout page.
2. Please click “Pay with a Card” which is the button below “Next”.
3. From there, enter in your email and follow the checkout steps.

Communication between you, us and PayPal is encrypted when card data is exchanged. We use the highest level of security and Poucharoos never handles or stores any credit card details.