FAQ's

ACCOUNT 

I signed up to Karma Club in-store, do I need to create an account online?
Great to hear you've signed up to Karma Club! Although you've signed up in store, you'll need to create an account with us if you haven't shopped at ISHKA online before. 
You can log in or create an account here


Do I need to have an account to shop with you?
You're welcome to place an order as a guest or choose to register an account. 
We recommend registering an account so you can easily track your purchase by logging in. 
If you're a savvy ISHKA shopper you'll certainly want to register - you'll be the first to know when new sales, promotions and exciting events are announced.


How do I create an online account?
Simply pop over to our “Login” page to create an account. 
You can sign up with your Facebook, Twitter, LinkedIn, Amazon or email account.

How do I change my account details?
Updating your details is easy! Simply Login to your account and change your details at the 'Account Dashboard'.

 

I've forgotten my password, how do I reset it?
If you've forgotten your password, it's quick and easy to get back into your account. 
Click here and enter your email address. 
You will then receive an email to reset your password. If you are still having trouble, Contact Us and we'll be happy to help.


I want to cancel/amend my order, is this possible?
We're really quick at picking, packing, and processing your order.
This means you are unable to cancel or amend an order once you have placed it. 
All online orders can be returned within 14 days of  receiving your order.
Sorry :(


Oops! I have entered my details incorrectly.
Don't worry, it happens to the best of us! 
Simply Contact Us as soon as possible and we will amend your details. 

  
SHOP

What currency is your website in?
As ISHKA is an Australian business, all prices shown are in AUD. 

Do gift cards expire?
Gift Cards are valid for 12 months and can be used in-store or online. 
Gift cards are a wonderful way of sharing great karma and ISHKA spirit!
Buy one now! 

Can I buy an ISHKA gift card with a gift card?
Unfortunately, your ISHKA gift card cannot be used to purchase another gift card. 
Sorry :( 


What payment methods do you accept?
We happily offer several payment methods including Credit/Debit Card, PayPal, Afterpay & zipPay.
Unfortunately, we do not accept American Express.

Why was my online order refunded?
Although we work hard to maintain online stock levels, there are rare occasions where a stock shortage occurs, and unfortunately an order can't be fulfilled.
In these cases, an automatic refund will be issued. 

How do I buy a Gift Voucher?
You can purchase an in-store or online Gift Voucher here
Don't forget to personalise your voucher by adding a message at checkout!


How do I use a Gift Voucher?
In order to redeem an in-store Gift Voucher, simply present your voucher at the register.
To redeem an online Gift Voucher, simply enter your voucher number in the 'Gift card or Discount code' field at checkout. 
Please note, you can only redeem one code per purchase.

Can I use an in-store Gift Voucher online?
If you wish to redeem an in-store Gift Voucher online, please Contact Us.
Simply provide your voucher number, amount and contact information, and we will happily process the transaction for you.


How to I place an online order with ISHKA?
Placing an online order with ISHKA is easy! 
Simply follow these steps:
-Add an item to your cart by clicking the 'Add to Cart' button from any product page

- When all items are added to your cart, click on the shopping trolley icon. 
Here you can view your cart and amend any items.

- To place your order, click 'Checkout'. 
Here you have the option to log in, register as a member or checkout as a guest. 

- Fill out the required fields for your Shipping address and click Continue.

- Next, choose your Shipping method & click Continue.

- The final stage is Payment. Select your preferred payment method and follow the prompts. You will then be redirected back to our website to confirm your order. 
All done! 
  
PRODUCT

Do you have a Size Guide?
We sure do - we want your purchase to be the perfect fit. 
Click through to our Clothing & Ring size guides.

I can't find the item I want online.
We're here to help! If you can't find a product online, please email us with as much information as possible and we'll do our best to track it down for you.

What does 'Assorted' mean?
An 'Assorted' product is available in multiple colours and designs under one stock code. 
When ordering an assorted product online, unfortunately style preferences cannot be guaranteed.
But don't we all love the element of surprise?

Where can I see a product before purchasing?
We're glad you asked! ISHKA has stores in VIC, NSW, TAS, ACT & SA. 
You can view our store locations here.
We suggest contacting your nearest store prior to visiting if you are after a particular item.


The item I want is out of stock.
We sell out of items fast! If your item is no longer in stock, simply email us and we'll let you know if the item will be restocked, or if we can track one down for you.


The online price is different to the in-store price.
At ISHKA we host a whole range of online and in-store promotions so our customers can enjoy wonderful prices across our entire collection. 
If you notice an online price is less than an in-store price, contact your nearest store and they will be happy to honour the lesser price if the product is still available online.

My salt lamp is 'leaking'. What do I do?
If your salt lamp is mysteriously leaking water, don’t worry – this is totally normal! When switched off for long periods of time, salt lamps are prone to ‘cry’ as there is no heat source available to evaporate the collected moisture.
Here are some tips to prevent your salt lamp from leaking:

- Keep your salt lamp switched on whenever you’re home
- When heading out, place a plastic bag over the lamp to prevent it from attracting moisture
- When leaving your salt lamp off for long periods, unplug the cord and separate it from the lamp, then wrap the lamp in plastic

My salt lamp isn't turning on. What do I do?
Sorry to hear that! Please try testing the lamp at more than one power point and check the bulb is correctly fitted.
If the problem persists and your salt lamp was recently purchased, please contact us to arrange a replacement.

DELIVERY


How will I know when my order is shipped?
As soon as your order has been shipped, you will receive a shipping confirmation email with your tracking number included.

I have only received part of my order.
Occasionally, items may arrive separately if they are dispatched from separate locations. If this is the case, we will notify you in advance by email. 
Please Contact Us if you have any further queries and we will be happy to assist you!

How can I track my order?
Very easily indeed! Simply track your order by following the link in your Shipping Confirmation email. 
If you experience any issues at all, please email us. 

How long does it take to process my order? 

All online orders are processed Monday - Friday. Orders placed after 12pm will be received into our warehouse the following business day.

We do our very best to process all orders within 5 business days, however during busy periods, this may take up to 10 business days. We make every effort to dispatch your order as quickly as possible and thank you in advance for your patience!

How long does delivery take?
All online orders are dispatched from Melbourne, Australia. We endeavour to process all orders within 5 business days, however during busy periods this may take up to 10 business days.

Australia Post estimates delivery times as follows:
3 business days to Metropolitan areas
5 - 7 business days to regional areas

For more information regarding delivery times, please visit the Australia Post website. 

What are your shipping fees?
Shipping fees vary depending on your location and items you have ordered.
Welcome to use our "Shipping Calulator," at the checkout.

What if I am not home when my order arrives?
If you aren't home when your ISHKA order arrives, don't worry! 
The delivery company will leave a card for you to pick up your parcel from a nearby post office, or reschedule a second delivery using the contact details provided.

Do you deliver to ISHKA stores?
Unfortunately we do not offer a pickup service from our ISHKA stores. Sorry :(

I have a problem with my order, who should I contact?
Our friendly customer service team is always happy to help! 
Please email online@ishka.com.au with your name, order number and details of the problem you are experiencing.

I haven’t received any confirmation emails. What should I do?
Have you checked your junk folder? This is the likely culprit! If you still haven’t received our email, please email us

RETURNS 

What is your online returns policy?
You can see our online returns policy here.

I wish to return my order. What do I do?
If you wish to return an item from your order, there are two options available:
1. Post your order back to our Head Office. 
Please include in the parcel: Your Name, Order Number & Reason for Return.
2. Return your order to your nearest ISHKA store.
Our friendly store team will contact our online team to process your refund. 
Feel free to exchange any items in store! 

Please note: You may return any items in their original condition within 14 days of receiving your order. 
For more info, click here. 

How do I track my returned item?
If you wish to track your returned item, we recommend purchasing parcel tracking.
Returned items remain your responsibility until they are receipted by us.

 

How will I know if you have received my returned items?
We endeavour to process your refund as soon as we receive your returned items, so keep an eye on your account over a 2 week period!
Please note, refunds may take 3-5 business days to reach your account depending on your payment method. 
If you have returned your order using a tracked delivery service, please make sure your order has reached us before contacting our Customer Service team.

 

Is postage for returns free?
If you wish to return an item via post, you will also need to cover any postage costs. 

However, if your item is deemed damaged or faulty, we will provide return postage. 
Don't forget, you can return your order in store for free!

 

Will my refund include the shipping fees I paid?
Refunds for online orders only cover the amount paid for the purchased item/s. Unfortunately shipping fees are excluded.

When will I see my refund?
The time it takes to receive your refund will depend on how you sent your item back to us. 
Returns sent via standard post can take 2-7 business days; express post can take 1-2 days.
Once your returned items are received, your request will be processed and refunded within 5-7 business days. 

Where will I see my refund? 
Refunds are processed using the original payment method, so keep an eye out for email notifications. We'll keep you updated along the way!

What if I was sent the wrong item?
If you have received an incorrect item, we're really sorry to hear that! 
Please email us with your order number, contact details and a photo/ description of the product received.
We will investigate the issue and a member from our friendly Customer Service team will be in touch as quickly as possible. 
Please do not send any items back without contacting us.

I have received a damaged or faulty item, who should I contact?
We're sorry to hear that!
Please email us with your order number, contact details and a photo/ description of the product fault.
We will investigate the issue and a member from our friendly Customer Service team will be in touch as quickly as possible. 

Can I return a Gift Voucher?
Unfortunately ISHKA gift vouchers cannot be returned, refunded or redeemed for cash.

 CLICK & COLLECT 

Shop online and collect in-store,  free of charge!

Click & Collect is a free service that allows you to shop online and collect your order from any ISHKA store. *
You can check the trading hours of your local ISHKA store here. 

Will I be contacted when my order is ready?
Yes! We will send you a confirmation email within 2-3 business days to let you know your order is ready to be collected from your nominated store. 

What do I need to bring to collect my order?
Please bring a copy of your Click & Collect confirmation email (printed or on mobile). 
Please bring a valid photo ID (passport, driver's license or keypass) matching the authorised person's details as listed on the confirmation email. 
Photo ID will be required in order to sign for and collect the parcel.

What if the products I ordered aren’t available?
Click & Collect orders are subject to stock availability at your chosen store, but we will do our best to fill your order! If there is a shortage of stock however, we will contact you to issue a refund.

How much time do I have to collect my order?
Click & Collect orders will be held for 14 days after a confirmation email is sent to you. 
If your order is not collected within this time, it may be cancelled and a refund processed


Can I return my items if they are not suitable?
If you need to return all or part of your order, you can do so at any ISHKA store. Visit our “Refunds & Returns” for more information, or contact our friendly Customer Service Team on 1300 070 686, from 8 AM – 8 PM (Monday - Sunday).

Note* If you have purchased with your AfterPay account, it can take up to 24 hours for your refund to appear.
*Click and Collect is subject to availability. 

 

GENERAL 

I've sent an email to the customer service team and haven't received a reply.
We endeavour to respond to emails as quickly as possible, however during busy periods a response may take up to 72 hours. 
We do apologise if you are experiencing a delay and thank you for your ongoing patience & support!

 

What is Afterpay?
Afterpay allows you to enjoy your purchase instantly with no upfront payment required - it works just like a lay-by you can take home. 
Simply create an account with Afterpay and pay off your purchase in four instalments automatically deducted from your credit card or bank account. 

What is zipPay?
zipPay offers a simple, flexible, line of credit that allows you to buy today and pay back over time so you can enjoy your purchases instantly, interest-free. 
For more info, click here. 

What is the Karma Club?
ISHKA Karma Club is an exclusive member service that you can join for FREE! Be the first to hear about our exclusive discounts, plus receive a $10 voucher on your birthday. How could any ISHKA lover resist?

 

How can I unsubscribe from emails & text message?
If you're sure you want to stop hearing about the best bobo bargains going 'round, please email us. We'll miss you.

 

How do I sign up to receive emails?
Our favourite question! Join the ISHKA family and be the first to hear about our best offers and upcoming events by clicking the 'Sign Up' button on our homepage. 
Simply enter your email address and in no time we'll be sending great deals and good vibes your way.

I recently purchased something that is now on sale. Can I get a refund?
Murphy's Law strike again? Unfortunately, if your purchased item goes on sale we are unable to refund the difference. 
The good news is, we're always bringing the world to you with a host of incredible sales! As our prices frequently change, always be sure to keep an eye out for a bargain.

 Where are your store contact details?

You want to get in touch with our ISHKA stores? 
Here is a link to our "Store Locator."