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Frequently Asked Questions

Got a question that you desperately need answered? Well, we are here to help! Have a read of our most frequently asked questions and hopefully you find the answer you're looking for. Still can't find it? Then feel free to shoot us an email at help@thesomewhereco.com and we'll get back to you within three business days.

    Your Order

    How do I track my order?

    You should have received an order confirmation email, as well as an email once your order is dispatched containing your tracking details. We don't think we're trashy (although after a few wines... ;) ), but we may end up in spam so be sure to check your junk inbox! 

    How long will it take for my order to arrive?

    Once we receive your order, we will work as quickly as possible to get it out, and it should be dispatched within 1-2 business days. Unless, of course, you've pre-ordered something in which case please check the product description for the estimated delivery date!

    Please note, depending on changing circumstances around Australia, there may be slight delays with postal and courier services due to COVID-19. International orders may experience delays up to 4 weeks.

    The shipping estimates below (from date of dispatch) will give you an idea of when you can expect your TSC goodies to arrive. If you live in a rural area, your order may take slightly longer! 

    QLD, NSW 1-3 business days
    VIC, ACT, TAS 3-7 business days
    SA, WA, NT 5-10 business days
    New Zealand 5-10 business days
    UK 10-15 business days
    Do you offer click and collect?

    Yes we do! We now offer click and collect from our Brisbane warehouse in Newstead, and Melbourne Central retail store. Simply select “Pickup” at checkout for your delivery method. Please note, stock levels at locations may differ, so not all products will be available for pickup from all locations. If one or more of the items in your cart is not available at one of the pickup locations, it will not display as an option at checkout. You'll receive an email from us when your order is ready to be picked up (usually within 1 business day) with instructions on when and where to pick up. Click here for more information.

    I have purchased a pre-order item - when is it coming?

    You eager beaver! Pre-order items have their estimated delivery time listed in the product description so that's when you can expect it. However, sometimes unavoidable situations can occur (like really crazy, pandemic-level situations, just as an example :P ) which can cause unexpected delays to our product shipments. If any such delays occur, we will be sure to update you on your order status via email. If you have ordered a pre-order product along with other in stock items, your order will be shipped all together once the pre-order product arrives. If you need your other items sooner, we can organise split shipment for an additional delivery fee. Just send us an email at help@thesomewhereco.com!

    Can I change or cancel my order once I've placed it?

    If you want to change or cancel your order (we get it! We can be indecisive too!), please send us an email at help@thesomewhereco.com with your order details as soon as possible and we will try to help. However, if we have already begun processing your order (we're a speedy bunch), we won't be able to make any changes. If you'd still like to return it - and seeing it in the flesh hasn't changed your mind - please see our returns and refunds policy here

    I forgot to put in my discount code, can I apply it after the order is processed?

    Unfortunately, once an order has been confirmed, we can't apply any discount! We know how annoying it can be when you forget to add the code, but a lot of the time once you place an order, we've already started processing it.

    There's a problem with my order!

    If you've received your order and aren't 100% happy with it - whether it doesn't suit your needs, is faulty, or you've just changed your mind - we do offer returns, exchanges, store credit or refunds depending on the situation. For more information, head here!

    Where are your products made?

    We are an Australian owned, operated and designed company based in Brisbane. We work with small, family-owned factories in China to bring our creations to life. Each of these factories and their conditions have been heavily screened to meet our standards. We work very closely with them throughout the entire process, and Ellen, our founder, is in daily contact with them.

    Partnering with these factories gives us the opportunity to create a high quality, well-priced product range. As a result, we can then support and work with many Australian businesses and provide them with some of their best-selling products. Their success has a positive flow on effect in their local communities. We also have a core team and engage external contractors such as digital specialists, designers, couriers, artists, communications specialists, and many more.

    Purchasing + Shipping

    How much is shipping?

    We offer free shipping on Australian orders over $100 and a flat $9.95 fee for all other orders. Shipping to New Zealand is a flat rate of $20, and the UK is $30. 

    Do you ship internationally?

    At the moment, we offer flat rate shipping to New Zealand and the UK. If you are located in the US, please head to our USA website. If you live elsewhere and would LOVE to get your hands on our goodies, please shoot us an email at help@thesomewhereco.com and we'll see what we can do! 

    Do you have any discount codes or sales?

    Bundle up and save is an ongoing offer which is 10% off of purchases of 2 or more items from the following collections: picnic rugs, cooler bags, wine coolers, reusable shopping bags, lunch bags, cutlery kits, pram liners and change mats. Use code BUNDLEUP at checkout.

    From time to time we will have special offers and discounts and often these will be shared exclusively to our VIPs! You can sign up to our mailing list here. Only one offer/discount code can be applied to an order, are only available on full-priced items, and cannot be applied after an order is placed.

    The product I want is out of stock!

    Looks like you have good taste then! ;) You can sign up for notifications via the product listing if you would like to know when we restock it. Some products will open for pre-order so you can make sure you secure yours. If we run out of stock after you've placed your order (we are SO sorry, but hey, technology can really stuff us around sometimes), you have the option of a refund, swapping it for a different product or waiting until it comes back in stock.

    What can I pay with?

    We accept Visa, Mastercard, American Express, PayPal, Afterpay, Apple Pay, Google Pay and Shop Pay. 

    Can I have my order sent as a gift?

    Why yes, of course you can! Even if it's just to yourself ;) Make sure you enter the details of the recipient in the delivery address section. We do not pack any receipts or invoices in our orders, only a packing slip which has no pricing on it. We also offer gift wrapping for $2 - just add this gift wrap product to your cart. If there are multiple items in the order, they will be wrapped altogether. Unfortunately, we are unable to wrap large items like our picnic rugs and cooler bags. You can also choose to add one of our greeting cards and write the gift message in notes. We'll hand write your message and include it in the package!

    Press + Media

    How can I share the TSC love?

    Wow - can we just say, we are so flattered! Come hit us up over on our socials, we are @thesomewhereco and @thesomewhereco.mini (show us those cute baby faces!) on Instagram, and The Somewhere Co. on Facebook. We can't wait to see you! Make sure you tag us!

    Where should I direct my press enquiry?

    Simply send us an email at hello@thesomewhereco.com!

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