FAQS
Q: How do I purchase?
A: Our drops can sell out pretty quickly. The time and date of these drops is all announced through our Instagram page @pushpull.shop. Head on over there to get the most up to date info on when the next drop is and how you can cop.
Q: Can I change my shipping address after I've placed an order?
A: Yes, if your order hasn't been shipped yet, we can update your shipping address. Please contact our customer service at customerservice@pushpull.shop as soon as possible to make this change.
Q: Can I cancel my order?
A: You can cancel your order if it hasn't been shipped yet. Please contact us as soon as possible at customerservice@pushpull.shop to request a cancellation.
Q: Can I change the size of an item after placing my order?
A: Yes, as long as we have your preferred size in stock and your order hasn't shipped yet, we can make the change. Please email us your request at customerservice@pushpull.shop. If the size is not available, you can choose to cancel your order.
Q: My order hasn't shipped yet, what's happening?
A: Orders typically take between 2-7 business days to ship. If it's within this timeframe, please be patient. However, if it has been longer, please email us at customerservice@pushpull.shop.
Q: What is the status of my order?
A: You can track your order status with the tracking number provided in your dispatch notification. If you're unable to track your order, please contact us at customerservice@pushpull.shop.
Q: My order is delayed, what should I do?
A: Please use the tracking number to check your order status. If there's a considerable delay, get in touch with us at customerservice@pushpull.shop.
Q: My order seems to be lost, what do I do?
A: If you're unable to track your order or it appears to be lost, please email us at customerservice@pushpull.shop. We're here to assist you.
Q: My order has been returned to sender. What happens next?
A: If your package is returned to us, we'll resend it with an authority to leave, free of charge. We recommend you to be available for receiving the package to avoid further issues.
Q: My item is faulty, what can I do?
A: We apologise for this inconvenience. If you receive a faulty item, please initiate a return through our returns portal within 14 days of receiving the item. We'll aim to exchange it free of charge if stock is available. If it's not available, you can choose a full refund or store credit without a handling fee.
Q: My item doesn't fit. Can I exchange it for a different size?
A: Absolutely! You can return the item through our returns portal for an exchange to a different size within 14 days of receiving it. We'll send the replacement free of charge if we have the required size. If your size is not available, you can opt for a refund (with a $10 handling fee) or store credit.
Q: I received the wrong item/size. What should I do?
A: If you've received an incorrect item or size, you can initiate a return through our portal. We will aim to exchange it free of charge for the correct item/size, if available. If the correct item/size isn't available, you can choose a full refund or store credit without a handling fee.
Q: I washed my item and now it's ruined, can I return it?
A: Unfortunately, we can't accept returns for items that have been damaged through use or washing. We advise you to follow the washing instructions provided with your item to prevent any damage.
Q: I didn't receive everything I ordered. What should I do?
A: If your order is incomplete, please contact our customer service at customerservice@pushpull.shop with your order details. We'll investigate the issue and ensure any missing items are sent to you as soon as possible.