Frequently asked questions
Do you have physical Store?
YES!
We are currently having our 12 months POP-UP Space located in 139a Gardenvale Road, Gardenvale, VIC3185
OPENING HOURS
Monday - Saturday 9am - 2:30pm
and ALWAYS ONLINE
What is the return & refund policy?
We want you to feel confident when shopping with GROOF & CO. Please review the information below before placing your order, and contact our customer service team if you have any questions.
Change-of-mind returns
Due to hygiene considerations, wearable products are not eligible for return or exchange for change-of-mind reasons. We recommend checking the size guide carefully before purchasing to help you choose the right fit.
Personalised products are made especially for you and are therefore not eligible for return or exchange for change-of-mind reasons. Please double-check all personalised details, including spelling and sizing, before completing your order.
Eligible non-wearable products may be returned or exchanged within 14 days of delivery, provided they are:
- Unused and in original condition
- Returned with all original packaging
- Free from marks, damage, odours or signs of wear
Please contact our customer service team before sending anything back so we can guide you through the return process. Exchanges are subject to product availability.
Faulty, damaged or incorrect items
We carefully inspect every order before it leaves us. If your item arrives damaged, faulty, or different from what you ordered, please contact us within 7 days of delivery with your order number and clear photos or video showing the issue.
We’ll review the details and work with you on the most suitable resolution, which may include a replacement, repair or refund.
Nothing in this policy limits your rights under Australian Consumer Law. If a product is faulty, unsafe, not as described, or otherwise covered by consumer guarantees, please contact us so we can assist.
We’re here to help
For any return, refund or product-quality questions, please contact our customer service team. We’re always happy to help and will do our best to resolve your concerns promptly and fairly.
Do you ship Internationally?
We ship worldwide, with one exception:
- Nooki Dream Base | Standard can only be shipped within Australia due to the size of its packaging.
- Nooki Dream Base | MAX can be shipped worldwide because it is supplied in compressed packaging.
- All other products can be shipped worldwide.
Import duties and taxes
International orders may be subject to import duties, customs charges and local taxes when they arrive in your country. These charges are set by your local customs authority and are the responsibility of the customer.
Groof & Co. is not responsible for the payment of import duties, customs charges or local taxes.
If an international order is refused because the applicable duties or taxes have not been paid, any return shipping, handling, customs or carrier fees charged to Groof & Co. may be deducted from any refund due.
When will I get my order?
We’ll prepare and dispatch your order as quickly as possible. All in-stock items are dispatched within 24 hours of your order being placed.
Once your order has been dispatched, you’ll receive an email with the available shipping and tracking information.
Delivery times vary depending on your location and the shipping service selected at checkout. Please note that dispatch time refers to when your order leaves us, not the estimated delivery time.
How much does shipping cost?
| For Australian Orders |
Orders under AUD$ 129
- Standard Flat Rate - AUD $10
- Express Flat Rate - AUD$ 15
FREE SHIPPING with purchase over AUD$ 129
| For New Zeland Orders |
Orders under AUD$ 189
- Standard Flat Rate - AUD $20
- Express Flat Rate - AUD $25
FREE SHIPPING with purchase over AUD$ 189
| For Rest of the World |
Standard Flat Rate - AUD$35
Is there any Product Warranty?
Yes!
Please refer to the product page for specific Warranty Policy.