Not receiving our emails or emails delayed?

by LindaM

We respond to all email inquiries within 24-48 business hours Mon-Fri 9am to 5pm (AEST). If you haven’t received a response from us within that time you can find help below.

There can be any number of reasons that you’re not receiving our mail. As email providers implement stronger spam filters and solutions to keep your inbox safe, it can sometimes also block email you actually want to receive.

Our email system is monitored regularly to ensure deliverability so if you are not receiving our email, the problem most likely has something to do with your email provider or service.

    It’s getting harder and harder for email that you really want to receive to arrive in your inbox because email providers are setting up stronger spam filters, particularly yahoo and aol email addresses. To ensure that our emails arrive in your inbox please add our email address to your contact list, safe list or whitelist:
    – support[at] for support and online store emails
    – hello[at] for newsletter emails
  • Emails can sometimes ends up in your spam or junk folder so be sure to check those folders.
  • Gmail has a variety of different folders where email is sometimes directed. Be sure to check those folders.
  • Check your filters to ensure that our domain is not being blocked by a filter.
  • Using a webmail provider such as AOL, Yahoo, or Hotmail?
    These email providers are known to throttle delivery which can sometimes result in emails taking about 24 hours to be delivered to a specific email account. These are the most common problem email providers but there are others. You will need to check with your email provider and ask them if they throttle emails to your account.
  • Some email providers such as AOL and others have overly aggressive spam filters which may be blocking our email. You will need to check with your email provider and ask them if they are blocking our email.
  • If you continue to have problems receiving our email, you try using an alternative email address from a different domain such as gmail.