FAQs

How can I change or chancel my order? 
We understand that you might wish to add items to your order or change an order altogether. However, once you've sent through an order we are already busy creating your parcel of goodies, and we might not be able to change it. If you find more products you like, we recommend you put another order through. 
If you want to cancel an order, get in touch with us at [email protected] with your order number and we'll do our best to help.

How quickly do you process orders? 
We try to dispatch all orders within 48 hours, so it shouldn't be long until your goodies are on their way to you. If you haven't received an order confirmation after 48 hours, get in touch with us at [email protected]

How much does shipping cost in Australia and how long does it take? 
We offer a flat rate of $9.95 on shipping within Australia, and FREE shipping on orders over $99. Once we have created your parcel of goodies, you will receive an email notification with tracking information. Your order should arrive within 5-7 working days, but don't be concerned if it takes a little longer for remote or rural locations, or during holiday seasons.

How much does shipping cost internationally and how long does it take? 
We offer location based rates on shipping internationally. To calculate the exact cost of shipping for your order, place items in the bag, proceed to checkout and calculate shipping. Your order should arrive within 5-7 working days, but don't be concerned if it takes a little bit longer as international shipping depends a lot on your location. Note that we are not liable for any freight charges incurred by refused shipment and unclaimed goods.

How much does customs tax cost on international orders? 
Depending on the destination country, you may need to pay overseas custom duties, foreign taxes or other fees. Unless otherwise stated, you as the customer is responsible to pay any overseas custom duties, foreign taxes or other fees. For more information please contact your local customs office directly.

What do I do if I haven't received my order? 
Use the tracking information in your confirmation email to see where your parcel is at. If you cannot locate your parcel, get in touch with us at [email protected] with your order number and we'll do our very best to track down your goodies.

What do I do if I want a refund or exchange? 
If, against all odds, you aren't happy with your products, get in touch with us at [email protected] with your order number and we will try to help you. Unfortunately, we don't offer refunds if you change your mind.

What do I do if my product arrived damaged? 
We package our products very carefully, but sometimes shipping can get a bit rough and your products can, on very rare occasions, get damaged. Get in touch with us at [email protected] with your order number and photos of the damaged products and we'll make sure to get a new parcel sent to you.

When will sold out products get back in store? 
If you've picked a popular item and it's sold out, get in touch with us at [email protected] and we can let you know when it will be available again. Depending on season, some products may not come back in store.

How do you select products and where do they come from? 
We curate the best products across the world, selecting only those that are truly inspirational and of good quality. We also do our best to make sure all our products are vegan, meaning they are not made using animal products. Check the shop for a list of the brands we partner with.

How can I partner with Up & Atem? 
If you design and create some beautiful products you think would fit in our store, please get in touch with us at [email protected] - we'd love to hear from you!