Shipping, Returns & Warranties

Shipping

Shipping within Australia

We send orders via a number of different courier services through the courier broker, Interparcel, but mostly use Couriers Please, StarTrack Express and Hunter Express. Small packages may be sent by Australia Post parcel post.

Please note that we do not guarantee an offer of express shipping. If there are time constraints with your order, please call us so we may attempt to make suitable arrangements for your order to arrive in time for your event.

Shipping is charged based on the calculated cost to send the items with Interparcel to the selected recipients address, and is based on the size and weight of the items ordered at checkout. If the shipping calculation looks very wrong, you may select manual shipping calculation (for instance, large orders may not calculate correctly as we can pack multiple items more efficiently than the website calcuator can).

Standard shipping is ATL (authority to leave without signature) and does not include postage insurance. Insured shipping does require a signature. If you have not received your order and we have updated your tracking as delivered, please contact us, even if booked without insurance, so we may follow it up with the courier.

If you would like your order sent by Australia Post specifically, please select "Manually Calculate Shipping" and leave a comment on the checkout page requesting this. Note, Australia Post has strict size limits for domestically sent packages of max 105cm packaged length so longer items cannot be sent by Australia Post. Courier sent items cannot be picked up from an Australia Post office unless sent through Australia Post or an Australia Post associated courier.

 

Shipping outside of Australia

Please note that orders to be sent outside of Australia are subject to additional shipping expenses. International orders must be placed manually by sending us a message through our site, as shipping costs vary significantly. Orders outside of Australia will not be charged the 10% sales tax, but may be subject to import fees &/or duties on arrival.

 

Showroom Pick Up Orders - Click & Collect at 30-32 Warner St, Oakleigh Victoria

Order pick ups are always free. This is for pickup from our showroom only. Please do not select pick up if you are unable to pick up from our showroom during our open hours. Once you have received an email advising your order is ready for pick up you may come by our showroom to collect your order. If you would like someone to pick up on your behalf please provide them with a copy of your invoice or order confirmation so that we can see they have authorisation to pick it up for you.

You are also welcome to arrange your own courier to pick up your items for you if you would prefer. Please contact us on 03 8524 4806 to make those arrangements.

 

Order Tracking

Tracking sent by Interparcel (tracking number starts with AU): https://au.interparcel.com/tracking/

Tracking sent by Auspost: https://auspost.com.au/parcels-mail/track.html#/track

If you encounter an error in attempting to have your order shipped, please call us during open hours on 03 8524 4806 so that we may rectify the issue.

 

Dispatch and Packaging Procedures

Packages are generally dispatched within 3 business days after receipt of payment, provided sufficient stock is available. Once your order has been processed you will receive an email saying that your order status has changed.

Shipping fees include handling and packing fees as well as postage costs. We advise you to group your items in one order. We cannot guarantee we will group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.

All boxed items are in amply sized containers and your items are well-protected.

If you are at all dissatisfied with the condition of the product upon its arrival, please take photos and get in contact with us.

 

Returns Policy

30 days return policy applies for change of mind returns in the form of store credit or direct product exchange.

Please note that for hygiene reasons we cannot accept returns of prosthetics, undergarments, or items with stains. 

Change of mind returns must be in new and saleable condition, for instance, the garments tried on but not worn, LARP weapons unwrapped and handled but not fought-with.

We do not provide a cash refund for returns, only exchange or store credit, which may be issued in the form of a gift voucher or voucher code for use in store or online.

  

Warranty Policy

30 days from purchase: 

  • Fucina Del Drago
  • Mytholon 
  • Rawblade
  • Hammerkunst
  • Wizards of the Coast
  • Wulflund
  • Dice and associated accessories
  • Jewellery
  • Brands not otherwise listed

 6 months from purchase: 

  • Epic Armoury 
  • IDV
  • Stronghold
  • Vanguard
  • RFB
  • Mythril

 1 year from purchase: 

  • Nemesis Workshops
  • Calimacil (core breakages only) 

 

LARP Weapons Warranty

We offer a manufacturer's replacement for LARP weapons with core breakages that have occurred from reasonable use, however the term lengths vary by manufacturer as listed below. 

Reasonable use for LARP weapons is defined as use in a LARPing activity wherein other players are not injured, the broken item has not been subjected to clearly excessive force or tampered with, and the customer has made every reasonable effort to maintain the equipment.

LARP weapons from the children’s ranges (RFB – Ready for Battle swords and axes; CaliSoft) are designed for the equivalent battle use expected of children up to 10 years of age.

Cosplay* weapons that are designed only for costume and as stage props but not for battle games are not considered LARP weapons for warranty purposes.

 

We will not provide refunds or exchanges on items that have clearly been mishandled, maltreated, or not maintained. 

Foam tears are usually not covered under warranty as in most cases these are caused by using LARP weapons against sharp or rough-edged armour / surfaces, rather than a manufacturing defect. However, if you have experienced a foam tear that you believe is due to manufacturing fault, such as a large air bubble, please contact us for assessment of your LARP weapon.

 

Whilst we make every effort to provide correct information as to the suitability of equipment, please note that we may not be aware of your local group's rules and regulations for players. As such, we will not provide refunds or exchanges on items that are considered unsuitable for your local game after usage of the items and/or outside of the change of mind period. Please exercise due diligence when making purchases. 
Any returns for non-warranty reasons that require manual handling on our end to be fit for sale again may be subject to a restocking fee.

 

*Products designed specifically for Cosplay/costume/display-only use will be noted as such in the product description on our website. If you think we’ve made an oversight on a product description or aren’t sure if an item is suitable for your intended use, please ask us for more information about the items use in your context.

  

Armour Warranty:

If there is a manufacturing fault with a piece of armour, please contact us. Some examples of manufacturing faults are straps attached backwards on a breastplate or two left side pieces instead of a left and right pair of bracers.

Where armour has rivets popping or buckles snapping within 30 days you may return the armour for the rivets / buckles to be replaced. Please note the rivets and buckles may not be identical to the ones used by the manufacturer although we will do our best to match them.

Where armour is received with minor surface rust spots this is not covered by warranty and is easily remedied with fine grain sandpaper. However, if armour is received with extreme rust or non-surface rust, please contact us as soon as noticed.

Note that mild steel armour must be kept greased when not worn and removing the grease is likely to result in rusting from contact with skin and humidity. In a humid environment armour can rust quickly without appropriate care.

 

Clothing Warranty:

If there is a manufacturing fault with a garment, please contact us.

Buttons coming off a garment is not covered under warranty. A garment torn due to wearing the wrong size or the clothing straining against armour is not covered by warranty.

Please make sure to hand wash garments or wash with a gentle machine wash setting unless otherwise specified.


  

Steps to Return an Order

To process an exchange or refund please contact us using the contact form and provide the following details:

  • Reason for your return request.
  • If your return is due to breakage, please describe the incident in detail inclusive of what any other player interactions that may have occurred at the time of breakage.
    Please provide clear photo documentation of the breakage to the reply email we send (initial contact form will not allow photo uploads).
  • The order number relating to the original order (located on right side of invoice above the date field and in your order confirmation email).
    If you did not purchase through the website, we require another form of proof of purchase, such as Square or EFTPOS receipts that we provide when attending events.

 

If we assess that it is a breakage covered by warranty conditions, or you are returning an incorrect item, we will contact you shortly and request you send the item(s) back. We will then repair or replace the item(s), or where a replacement is not possible send you store credit to the value of the item(s). A refund in place may be offered at the discretion of the retailer.