Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
HOW LONG DOES IT TAKE FOR ME TO RECEIVE MY ORDER?
We usually process orders within 1–2 business days. Most deliveries within Australia arrive in 3–7 business days depending on your location and the carrier network.
HOW DO I CREATE AN ACCOUNT?
You can create an account during checkout, or from the My Account page. Once created, you’ll be able to view order history, manage addresses, and track orders more easily.
HOW DO I CHANGE MY SHIPPING ADDRESS?
If your order hasn’t been dispatched yet, contact support immediately and we’ll update it. If it’s already shipped, the carrier may not allow changes and delivery will follow the original address.
HOW DO I TRACK THE STATUS OF MY ORDER?
As soon as your order ships, you’ll receive a tracking link via email. You can also find tracking details inside your account under Orders.
WILL YOU KEEP MY CREDIT CARD INFORMATION ON FILE?
No. OutBakka does not store your full card details. Payments are handled by secure, PCI-compliant payment providers.
DO YOU CHARGE SALES TAX?
Australian orders include GST where applicable. You’ll see the final tax-inclusive total clearly shown at checkout before you pay.
DO YOU SHIP TO MY COUNTRY?
At the moment, OutBakka primarily ships within Australia. If international shipping is available for your destination, it will appear as an option at checkout.
WILL MY ITEMS COME IN ONE PACKAGE?
Sometimes. If items ship from different locations or require different handling, they may arrive in separate parcels. You’ll receive tracking details for each shipment.
If you need to swap an item
Returns and Exchanges
WHAT IS YOUR RETURNS POLICY?
Returns are accepted within 30 days of delivery if the item is unused, in original condition, and returned with original packaging. Start your return by contacting support first.
I RECEIVED THE WRONG ITEM
Contact us as soon as possible with your order number and a photo of what you received. We’ll arrange the correct item to be sent and guide you through returning the incorrect one.
MY ORDER ARRIVED DAMAGED
Please contact support within 48 hours of delivery with photos of the packaging and item. We’ll assess it quickly and organise a replacement or refund where applicable.
WHERE SHOULD I MAIL MY AUTHORIZED RETURN?
Once your return is approved, we’ll provide the correct return address and instructions. Please don’t send items back without approval, as it can delay processing.
HOW DO I RECEIVE CUSTOMER SUPPORT?
Use the contact form on the site or email our support team with your order number. We aim to respond within one business day.
WHAT DO I DO IF I ENTERED AN INCORRECT SHIPPING ADDRESS?
Contact us immediately. If the order hasn’t shipped, we can update it. If it’s already dispatched, changes may not be possible and the carrier will deliver to the original address.
CAN I CHANGE OR CANCEL AN ORDER AFTER I'VE SUBMITTED IT?
If the order hasn’t been processed yet, we can usually help. Contact support ASAP. Once an order is packed or shipped, cancellations may not be possible.
CAN I PRE-ORDER AN ITEM THAT IS SOLD OUT?
If pre-orders are available, you’ll see that option on the product page. Otherwise, use the “Back in stock” notification (if available) so you’re alerted as soon as it returns.