FAQ's

CANCEL AN ORDER

If you wish to cancel an order please complete our Customer Service Form.

*Please note, since we aim to ship all orders the same day, we cannot guarantee that we can cancel the order before it leaves our premises.

CHANGE OF ADDRESS

If you require your address amending on an order you have made, then please complete our Customer Service Form and a member of our team will attempt to update your address before dispatch. We normally dispatch orders the same working day and it may not be possible to intercept the parcel before dispatch.

 

MISSING ORDER

Most orders arrive on time but unfortunately, on rare occasions, packages can be delayed or lost during transit within the logistics network.

In accordance with our partnered courier policies, we are unable to file a claim against a missing parcel until 10 working days after the dispatch date. As such, we politely request your patience and if after 10 working days from dispatch you still have not received your package, we invite you to complete our Customer Service Form and a member of our team will verify your eligibility for a full refund.

*Please note you may be required to complete and sign a ‘Confirmation of Non-Receipt Form’ to support the lost in transit claim.

 

UNWANTED RETURN

Unwanted items can be returned for a full refund so long as the item remains sealed in its original retail packaging and the return request is raised within 28 days of you receiving your item. Please complete our Customer Service Form and a member of our team will be in touch with a Return Authorisation Number (RAN) and instructions on how to complete your return. Return costs to be covered by the customer.

*Returning items to us without a Return Authorisation Number (RAN) risk rejection and can significantly delay your refund.

 

ORDER ARRIVED NOT AS DESCRIBED

Not as Described / Wrong Item / Damaged / Missing Parts

We apologise for you not receiving your order in perfect condition, please complete our Customer Service Form and a member of our team will be in touch to discuss your preferred resolution.

Usually, we will provide a return label for the affected product and dispatch a replacement within 1 working day, if we are unable to do so then a full refund will be provided. Return cost to be covered by OBSIDIA STORE.

 

PRE-ORDERS

We make every effort to fulfil every Pre-Order but on rare occasions we may be left short-stocked due to supply constraints from our distributors. On these occasions, allocation will be granted on a ‘first come, first served’ basis, and we will endeavour to contact anyone who’s Pre-Order is unfulfillable as soon as possible.

Pre-Order products have a strict ‘Street Release Date’ which is imposed by the manufacturer and distributors, these Release Dates are specified on our product details pages. We aim to dispatch Pre-Orders so that you receive your product on the specified Release Date.