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Help Desk

Help Desk

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  • Support

  • Delivery & Returns

  • FAQs

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1. Where is my order?

Once your order has been placed you can view your order status on your "My Account" page. Orders can take up to 1-3 days to dispatch, if there are any delays, you will be contacted by our team. Upon dispatch, you can track and view your parcel's progress live through your account page. You can find more information on tracking your order here

2. How long is delivery?

It depends where you are, and on product availability. It can take up to 1-3 working days to process your order, on top of your delivery time.

We offer standard shipping Australia wide, with the option of a special3 hour delivery service for our customers in the Sydney Metro. 

General shipping timelines are:

- Delivery to Melbourne and Canberra metropolitan cities and areas: 1-3 days.
- Delivery to Brisbane, Perth, Adelaide, Hobart, Darwin metropolitan cities and areas: 2-4 days.
- Delivery to Western Australia: 5-7 days.
- Delivery to Rural Australia: 3-5 days.

You can find more information on delivery times here.

You can find information on international deliveries here.

3. Are your products genuine/authentic?

Catwalk.com.au prides itself in being an industry oldtimer and 100% Australian owned and operated.

We guarantee that all our products are genuine and authentic and are sourced only from trusted and authorised stockists and suppliers.

We also do not drop ship from Hong Kong or overseas as per some of our competitors and hence your products’ freshness can also be guaranteed.

4. Where are your stores located?

We have two locations in Sydney that you're more than welcome to drop by. Our salon and our warehouse/showroom are located in Gladesville.

We offer a Buy & Collect service for you to pick up your order, or purchase directly from any of the following locations.

Catwalk Salon, Gladesville
215 Victoria Road, Gladesville NSW 2111

Catwalk Warehouse, Gladesville
445 Victoria Road, Gladesville NSW 2111

5. I'm having problems, can you help?

Of course! Our customer service team is here to provide you with any technical issues you might be facing, and to provide you with product recommendations and suggestions! If you would like to contact us, check out our contact us page and find the best way to reach us!

6. What are reward points?

Reward points are our little way of saying thank you for your loyalty. There are lots of ways you can earn reward points which can be used towards your next order. You can read more about reward points here. 

7. What is Transit Cover?

We provide our customers the option to purchase transit cover for both domestic and international parcels. For an additional $2 your parcel is insured for a replacement where it has been deemed lost or damaged in transit. We will resend the goods lost or damaged at no additional cost once we receive written confirmation by the postal or courier company that the parcel was undelivered. You can find more information on transit cover and why it's important, here.

8. Do you ship internationally?

Yes, we do! For more information on international shipping and countries we ship to, please click here.

9. What is your returns policy?

Need to return something to us? Not a problem! We are able to provide a store credit, exchange, or refund on items returned back to us within 90 days! For more information on our returns policy please click here.

10. Something's wrong with my order.

If an item is missing from your order, or you've received incorrect items, or the goods have been damaged in transit, please contact us know within seven days of receipt of the parcel so that we can rectify this for you as soon as possible. 

11. How do your promotion codes work?

To apply a promotion code, simply place the code in the promo code box to add the promotion! If you are having issues applying your promotion code, please contact us and our team can investigate this for you. Please note that there is only one promotion code per order.

12. Do you price match?

Although we try our best to provide you with the best prices possible, if you happen to find a product for cheaper somewhere else, we are happy to match this for you! You can find more information on whether we are able to price match a website here.