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Please send all inquiries to our Customer Service Team
customer.service@premiumco.com.au
Contacting us regarding your order?
Please add your full name and your order number starting with a #
Your feedback is very important to us. If you have ideas how we can improve our service for you or you have had negative experience please contact us so our customer service team can help.
General working day: Monday-Friday (Public holiday excepted)
General Q&A
Q: When my order will be delivered/shipped?
If you choose Post, Sendle or Domestic, generally we will dispatch your order in 2-5 days except some specific conditions. you will receive your tracking number as long as your parcel is shipped. The delivery speed is depending on the couriers current volume of parcels. Please NOTE that couriers don't collect parcels on weekends and holiday.
Q: Why the products in my order has been changed?
A: In order to dispatch your order as soon as possible, sometimes we will automatically exchange some products for you when the product you ordered is temporary out of stock. The substitution will be the same thing and same use with similar price and different brand, or will change to other products you ordered. We also note this policy on the page of shopping cart before you checkout.
Q: Why I haven't received my order in a few days/weeks?
A: Your order may be held for waiting stock. We are trying hard to fulfill all orders as quickly as we can. Due to the current situation, supplying is unstable from our supplier therefore sometimes orders may take longer to dispatch. We apologize for the inconvenience and much appreciate your kindly understanding.
Australia Post and Sendle are experiencing a high volume of parcels, so they will take longer time to transit parcels.
Q: Some items in my order are missing?
A: Sometimes we will process refund for out of stock items directly if we don't have similar products to substitute. You will receive a refund notification with the amount refunded back to the payment method you used to pay with.
If you haven't get the refund notification, please email us with a photo. For a shipping parcel, you will need to keep all products in the original box we sent and take a photo as proof (Please send clear pictures including the whole box). For a local delivery parcel, you will need to take photos for all products you received. We strongly recommend you to check your products once you receive your parcel as we only accept missing product claim with in 24 hours after you receive your order.
Q: What if my parcel lost during the transit or be returned because didn't collect it?
A: If you think your parcel has been lost in transit, please contact the courier company directly to start an investigation. We do not replace nor provide a refund for lost parcel in transit.
If your parcel is returned to us with the reason no one collect it, we will contact you via email and offer the following options:
- Resend the parcel, additional shipping fees will be charged;
- Provide a refund except shipping fee.
Q: When will I get the refund?
A: When we processed an refund for your order, you will receive an notification with email. The refund may takes 2-5 business days to return to your payment account.
When shopping with us, you agree to comply with and be bound by, our terms and condition & all our policies. If you do not agree with our conditions & policies advised, then you must not use our services.