International FAQs

International FAQ's

 

Do you ship internationally?


Yes! We ship to 40+ countries;
Austria
Belgium
Cambodia
Canada
China
Cyprus
Czech Republic
Denmark
Fiji
Finland
France
Germany
Greece
Hong Kong
Hungary
Ireland
Italy
Japan
Korea, Republic Of
Luxembourg
Malaysia
Maldives
Malta
Netherlands
New Zealand
Norway
Philippines
Poland
Portugal
Saudi Arabia
Singapore
South Africa
South Korea
Spain
Sweden
Switzerland
Taiwan
United Arab Emirates
United Kingdom
United States

We provide guaranteed order totals at checkout and no hidden fees, cost-effective international shipping, and much more. 

How will I know how much my order will cost?

After adding all items to your shopping bag, click through to checkout to see a comprehensive breakdown of charges. We will calculate and display the order total in AUD, including all shipping costs from our warehouse to your selected international destination, as well as any applicable duties and taxes imposed by customs and revenue authorities in your country.

Are there any additional costs that will be due when my order arrives?

All duty and tax/VAT will be calculated and paid during checkout, so there will be no additional costs due upon delivery. If you have any issues with this, please contact [email protected] to assist.

What currencies can I purchase in?

As we move away from our partnership with Borderfree, AUD will be the only currency available. We will be adding additional currencies in the near future.

Can I ship an order to a country I don’t live in?

Yes, we allow international gifting, in that you can receive a guaranteed order total for an order that is shipping internationally. This can be an option if you’re traveling or living overseas.

What payment options do I have?

Payment options depend on which country you are shipping to. We currently support Visa, MasterCard, American Express, PayPal, Discover, Diners Club, JCB, UnionPay credit cards, with additional payment options coming soon.

What are my international shipping options?

Your options will depend on your delivery country and will be displayed at checkout, with additional information available on our shipping page.

How much does shipping cost?

There is a $15 AUD flat shipping rate to all countries from 1 March 2020 until further notice.

Free express shipping is valid for orders over $400 to the following countries from Friday 1 March 2020 until further notice. Discount will be applied automatically at checkout.

- Singapore

- United Kingdom

- United States

- United Arab Emirates

- Hong Kong 

For full shipping terms and conditions please visit our shipping page here.

When will I be billed?

You will be billed by Cue when you have finalised payment in the checkout process.

How are duties and taxes charged on international orders?

Duties (or customs tariffs) are set by the destination country customs authorities and determined based on a combination of the country of origin (manufacturing) of the goods being purchased and the classification of that merchandise. International taxes (such as Value Added Tax, or VAT) are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your order within checkout. If applicable, you will have to pay duty and tax/VAT at checkout.

Will I be refunded duties and taxes if I return my order/s?

You will need to reach out to the local customs within your country to request duties & taxes to be refunded for any returned items. As the customer is the import of record, the customer will need to action this. Cue or DHL will be unable to do this on your behalf.

Do you provide tracking on international orders?

You will receive tracking information once your order is dispatched.

Who should I contact if I have questions before or after placing an order?

Contact our customer service team directly at [email protected] with any questions you may have regarding your international order.

Can I purchase or redeem international gift cards?

We are currently unable to support the purchase or use of gift cards internationally.

What is your return policy for international orders?

If for any reason you are not satisfied with your purchase, fill out our returns form here. Once you submit your returns form, you will receive an email with information on how to send your return back to us.

Any items you would like to return must be received at our Sydney dispatch centre within 30 days of the original order date.

We now offer local returns for US, UK, HK & CA customers.

Please see the below return costs* in these countries.

  • United States – 8USD
  • United Kingdom – 5GBP
  • Hong Kong – 55HKD
  • Canada – 10CAD

If you are located in one of these countries, please create your return form here. You will be directed to the SEKO returns portal to complete your return. Payment will be taken within the SEKO portal.

*Return rates are subject to change.


For all other countries (Excluding Australia and New Zealand), the shipping is arranged and paid for by the customer.

We will advise of the amount to be refunded by return email. Refunds will be credited to your original method of payment within 7 days of us receiving the item and the refund being approved.

We highly recommend you use a shipping method for your return that provides you with tracking! We are unable to assume liability for any returns that are lost in transit.

Our online Returns Policy includes the rights you have under the Australian Consumer Law and provides you with additional benefits in addition to those rights.

For full returns terms and conditions, please view our returns policy here.

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