Frequently Asked Questions (FAQ)
Can I customise the size or colour of a product?
Some items can be customised. Please email us at support@plosia.com before placing your order with details of your requirements. We'll confirm availability and provide a quote.
Can I change or cancel my order after it's placed?
Yes, you may request to change or cancel your order before production begins. Please contact us as soon as possible. Once production has started, cancellation or changes may still be possible but will incur a fee based on the current stage of the order. For full details, please refer to our Return & Cancellation Policy. We recommend contacting us within 48 hours of placing your order, as production typically begins after that time.
How long does it take to ship my order?
AAs our products are made to order, please allow 37–50 business days for production, processing, and dispatch. Once shipped, we’ll email you the tracking details.
Do you deliver across Australia?
Yes, we ship Australia-wide. Shipping fees are calculated at checkout based on the weight, size, and destination postcode of your order. Please note we do not deliver to military addresses (APO/FPO), PO Boxes, parcel lockers, or remote locations not serviced by major couriers.
Can I request a specific courier or delivery time?
Unfortunately, we’re unable to accommodate specific courier requests or delivery time slots. You’ll receive a tracking link once your order is on the way.
Do you offer installation services?
Installation services are not included. However, our products come with assembly instructions and are suitable for self-installation or assistance from a local handyman.
What if my order arrives damaged or with missing parts?
If you receive a damaged item or if anything is missing, please contact us at support@plosia.com within 7 days of delivery. Kindly include clear photos of the issue. We’ll respond within 3 business days to resolve it promptly.
Do you accept returns?
We accept returns for items that are faulty, incorrect or damaged during delivery. Please contact us first within 7 days of receiving your order. Do not return items without confirmation — we will provide the return address after review.
Can I return an item if I change my mind?
Unfortunately, we do not accept change-of-mind returns. Please ensure the item’s specifications suit your needs before placing an order. If unsure, feel free to contact us for advice.
Do you provide tax invoices or receipts?
Yes, a tax invoice is automatically sent to your email after checkout. If you need your ABN or company name added, please contact us after placing your order.
Which payment methods do you accept?
We accept Visa, Mastercard, PayPal, Shop Pay and other major online payment options. All transactions are securely processed with encryption.
How can I contact customer service?
You can reach us via email at support@plosia.com. We aim to respond within 1–2 business days.