FAQs
Refer to the below list of Frequently Asked Questions:
Q: Why am I ordering these items so far in advance?
A: All orders placed through this website are custom-made. We have allowed up to 6 weeks for the production schedule, including freight times around Australia. Once items are received, they are separated, picked and packed into individual orders and then posted directly to recipients. It is a very manual, time-consuming process. We are a volunteer service and receive limited assistance putting these orders together for our members, however, dispatching the goods in a timely manner is of our highest priority.
Q: What if my size is incorrect?
A: Exchanges cannot be made. All products are custom made and cannot be returned. For items of clothing, please refer to any available sizing guides. For the Tomorrowland Guernsey, it is often advisable to go up one size, as these are a naturally tighter sports-fitting garment.
Q: What if my product is damaged or faulty on arrival?
A: Please email sales@tomorrowlandaussies.com immediately with a description and photos of the fault and/or damage. Where practicable, all items will be inspected prior to dispatch. Faults at a manufacturers level will be reported and refunds will be based at the manufacturers discretion. Unfortunately, due to time constraints, re-ordering of products may not achievable due to production schedules and freight.
Q: When can I expect my delivery to arrive?
A: Once all orders have arrived from our suppliers, they will be packaged and sent out via Australia Post Express. All orders will be shipped in the first week of June and order status will be updated with tracking information for all purchases. All orders will arrive by Mid-June. If you are leaving Australia prior to Mid-June, you will need to organise for dispatch to a friends house. No Admins or guests from this group will be expected to travel with your merchandise.
Q: Why am I paying for Express Post now, if my order is not coming until later?
A: This is a pre-order for merchandise sales. All orders are custom made and are limited edition items. We pre-order to know exactly how many Aussies are requesting merchandise and then send orders off to our vendors to produce. Once your order has been custom made, dispatched, picked and packed, it will be sent via Express Post to your nominated address in June. From receipt of goods to dispatch to your address will take place within 2 days of inventory arriving into store. All orders are posted with Express from Perth. Please allow additional time to be sent to Regional Australia.
Q: Why do the Express Post shipping prices vary?
A: A Flat Rate Express Shipping Price has been calculated across volume of order sizes, as these fluctuate based on items ordered and the size of the satchel required to send your order.
Q: Can we order for multiple people and send it to one address?
A: You can, however, we recommend placing orders for your immediate self or a friend to ensure products are delivered directly to you and to keep your postage at a reasonable amount. Bulkier items such as Hoodies to increase space and therefore drive the postage amount up. It is recommended to order for no more than 2 people per order, as this expedites the picking and packing process.
Q: Can I pick-up my order, rather than have it shipped?
A: No, all orders will be shipped to the address you enter at the time of purchase. Due to tight production schedules, shipping will be the fastest method rather than organising local city meet-ups and collections. We also run this site on a volunteer basis and lead lives with full-time employment and family commitments. Arranging external meet ups and facilitating those is too time consuming.
Q: Will I need to sign to receive my package?
A: All orders will have an Authority to Leave. If it is not safe to do so, Australia Post will leave a calling card and hold your package at your closest Australia Post, or nominated outlet. Australia Post will use their discretion for Safe Drop locations.
Q: Why can I not have my order sent to a Parcel Locker or PO Box?
A: Our internal shipping platform that processes all orders can only operate from physical mailing addresses. We recommend only sending to a home residential address, as in the past, parcels going to business addresses with multiple floors can and will go missing. We and Australia Post accept no liability for these. Arrange to have it sent to your home address. It is the safest method.
Q: What if my order doesn't arrive before I leave for Europe?
A: All orders will arrive by Mid-June and tracking information will be available once the products have been fulfilled and sent out for delivery. You will recieve email updates once the orders are physically processed through Australia Post. Should your order arrive after your departure date, no refunds will be provided. We recommend only purchasing merchandise if you have a departure date towards Mid-June onwards. We will make every effort to release goods as soon as they become available but will not be held liable for delays from Australia Post.
Q: I live outside of Australia, can my order be shipped Internationally?
A: No, all orders must be shipped to an Australian postal address. If you are International and have friends or relatives in Australia who can get the items to you, please make arrangements privately and provide an Australian Shipping Address only. We have sent items Internationally in the past and have been stung with large import fees for merchandising items and some companies are liable to pass on VAT/TAX to recipients.
Q: Will any merchandise be available in Europe or at Dreamville?
A: No. The Administrators of this group and those who organise the annual merchandise collection are on holidays. All business proceedings will be finalised by Mid-June and then we will be enjoying a vacation ourselves. No sales will take place outside of Australia.
Q: What if I have entered my wrong postal address?
A: Moving house after you have placed an order? Please email sales@tomorrowlandaussies.com to have your details updated as soon as practicable. We will not be liable for any packages sent to old addresses.
Q: Can I add or remove items from my order once processed?
A: It depends. Transactions are typically finalised at the time of processing. Should you wish to add an item, please email sales@tomorrowlandaussies.com as soon as practicable and Brad may be able to manually adjust the invoice, depending on if stock levels are available. You will only have a confirmed order adjustment once you have processed the additional payment from the automated link that will be sent to your purchase email address.
Q: Will there be another opportunity to buy goods closer to the event?
A: There will be one main opportunity to place orders. Orders will then be fulfilled based on the pre-order sale. In the event that spare merchandise becomes available, items will be advertised publicly and will operate on a first in, first served basis. We appreciate people join the Facebook group after the April pre-sale ends, but unfortunately, this is such an intricate and time consuming process to get all orders individually crafted and sent out. If any items are available, they will not be customisable or able to have names added. Hats, flags etc may be the only items that become available after the sale ends.
Q. Why is my phone number important on my order?
A: Phone numbers are used by Australia Post to notify you of your tracking details. Once your package has been registered with Australia Post, you will be able to track and receive updates on your order status.
Q. What if my question has not been answered here?
A: Please email sales@tomorrowlandaussies.com and a team member will respond at their closest convenience.