FAQs
FoilHaus — Frequently Asked Questions
1) Orders & Accounts
Can I change or cancel my order?
If it hasn’t been posted, email support@foilhaus.com.au with your order #. We’ll try. Once packed/lodged, changes aren’t guaranteed.
Do I need an account to buy?
No, guest checkout is fine. An account makes tracking and future checkouts easier.
Do you set purchase limits?
Sometimes, on high-demand drops to keep it fair. Multiple orders made to bypass limits may be cancelled.
Can you combine orders?
If both are unposted and under the same name/address, email us ASAP. We’ll combine where possible.
2) Shipping & Delivery
Where do you post from/to?
From Baldivis, WA, to Australia only.
What are the rates?
- Standard (AusPost): $12.95 flat
- Express: calculated at checkout (weight & destination)
- Free Standard: orders $170+ after discounts (excludes split shipments/oversize)
When do you dispatch?
Within 1–2 business days. You’ll get a tracking email when lodged.
PO Boxes/Parcel Lockers?
Yes (AusPost services only).
Local pickup or same-day courier?
May appear at checkout for eligible postcodes/times. If you don’t see it, it’s not currently offered.
3) Preorders
Are preorders refundable?
Preorders are final sale (no change-of-mind). If a supplier allocation cut happens, you can choose a full refund or next-wave priority.
Will you split a mixed cart (preorder + in-stock)?
By default, we ship together when all items are available. Want in stock sooner? Please place separate orders (or ask us to split—extra shipping may apply).
Are ETAs guaranteed?
No—ETAs can shift due to publisher or customs delays. We’ll update you by email if dates move.
4) Returns, Refunds & RTS
Change-of-mind returns
Within 30 days of delivery on new, unopened, factory-sealed items. Original shipping is non-refundable. A restocking fee (up to 10%) may apply. Customer pays return postage.
Final sale items
Preorders, TCG Singles, and Gift Cards. (Your ACL rights still apply.)
How do I start a return (RMA)?
Email support@foilhaus.com.au with your order # and reason. We’ll issue an RMA and instructions. Please lodge the parcel within the RMA window.
Damaged/short shipment
Email photos + packing slip to support@foilhaus.com.au within 7 days of delivery so we can investigate with the carrier.
RTS (Return to Sender)
If a parcel returns due to address/collection issues or refusal:
- Reship: pay new shipping + the carrier’s RTS fee; or
- Refund: item price less original shipping, the actual RTS fee, and any non-recoverable payment fees (not deducted on ACL refunds).
5) Payments, Gift Cards & Tax
Which payments do you accept?
Major cards, PayPal, and (when available) BNPL shown at checkout.
Do you charge GST?
No. FoilHaus is not registered for GST; we can’t issue GST-inclusive invoices.
Fees on refunds?
For change-of-mind/customer-error refunds, we may deduct non-recoverable payment processing fees actually charged to us. Never deducted for ACL refunds.
Do you sell gift cards?
Not yet. We’ll add digital gift cards soon. If you need store credit in the meantime, email support@foilhaus.com.au, and we can issue a one-off discount code.
6) Products & Condition
Are hits guaranteed in sealed products?
No. Collation/ratios are set by the manufacturer; specific pulls aren’t guaranteed.
What condition are singles?
Unless stated, Near Mint. Pack-fresh micro-marks under harsh light can occur.
Are your products authentic?
Yes—Japan-direct from vetted suppliers. No reseals/repacks.
Will you open a box to check for a specific card?
No. We sell factory-sealed products or clearly described singles only.
7) Troubleshooting & Support
Tracking shows delivered, but I didn’t get it.
Check with household/neighbours first. If not located, email us within 7 days so we can open a carrier inquiry.
My tracking hasn’t moved.
If stalled 5+ business days, contact us with your order #.
I received the wrong item.
Email a photo + order #. We’ll fix it—replacement, part refund, or a return label per policy.
8) Privacy & Security
How do you handle my data?
See our Privacy Policy (Shopify-hosted). We use appropriate safeguards and never “sell” personal information.
How do I unsubscribe from marketing?
Use the unsubscribe link in emails or reply STOP for SMS. You’ll still receive transactional emails.
9) Business & Contact
Where are you based?
Baldivis, Western Australia. We ship AU-wide.
How do I contact you?
support@foilhaus.com.au (orders) • info@foilhaus.com.au (general).
We aim to reply within 2 business days (Mon–Fri, 9 am–5 pm AWST).