Frequently Asked Questions

Everything you need to know about ordering, shipping and returns. Can’t find your answer? Email us any time at hello@tabigami.com.au.

Ordering & Products

Are your products authentic?

Yes. Our range is sourced from Japan and includes much-loved brands and papers such as Midori and Tomoe River. New arrivals land regularly, so it’s worth checking back.

Can I change or cancel my order after placing it?

Because we aim to dispatch the same day, please email us at hello@tabigami.com.au as soon as possible and we’ll help if your order hasn’t shipped yet.

Shipping & Delivery

Where do you ship?

We currently ship within Australia and New Zealand, via Australia Post with full tracking.

Do you offer free shipping?

Yes — free standard shipping for orders over $69 within Australia.

How much does shipping cost?

Shipping is calculated at checkout based on the weight and size of your order. The current figures can be seen on our Shipping Policy.

What’s the difference between Standard and Express?

• Standard (Parcel Post) travels through Australia Post’s road and rail network — the most economical option, which is why interstate and regional deliveries take a little longer. Estimated 2–6 business days. To New Zealand, typically 5–10 business days.
• Express Post is prioritised through Australia Post’s fastest links, including air freight on longer routes. Estimated 1–3 business days. To New Zealand, typically 3–6 business days.

Both options for both countries include tracking.

How long will delivery take?

Estimates run in business days from dispatch (weekends and public holidays aren’t counted):

Standard

• Same city / metro: 2–4 business days
• Interstate between major cities: 3–6 business days
• Regional, rural, WA, NT & remote: 5–8+ business days
• New Zealand: 5–10 business days

Express

• Between eligible capital-city metros: next business day
• Other interstate metro routes: 1–3 business days
• Regional & remote areas: 2–5+ business days
• New Zealand: 3–6 business days

Australia Post’s next-business-day guarantee only applies between postcodes inside its Express Post network. Outside it, Express is still the fastest option — it may just take an extra day or two.

When will my order be dispatched?

We aim to pack and send your order the same day it’s placed, on business days (Monday–Friday, excluding public holidays). Orders placed on weekends or public holidays are dispatched the next business day.

Can I track my order?

Yes. Once your order is on its way, you’ll receive an email with your Australia Post tracking number so you can follow it to your door.

Do you deliver to PO Boxes and Parcel Lockers?

Yes — we deliver to street addresses, PO Boxes and Parcel Lockers Australia-wide.

What happens if I’m not home?

Standard deliveries may be left in a safe place (Authority to Leave) at the carrier’s discretion. If there’s no safe place, Australia Post will leave a card and hold your parcel at a nearby collection point.

Need a signature on delivery or have special instructions? Add a note to your order or email us and we’ll do our best to accommodate.

I entered the wrong address — what now?

Please double-check your address before paying — we can’t be responsible for orders sent to an incorrectly entered address. Contact us straight away if you spot a mistake.

If a parcel is returned to us because the address was incomplete or incorrect, or it went uncollected, a re-shipping fee (equal to the original postage) applies to send it back out.

My parcel is lost, delayed or damaged.

• Every order includes up to $100 loss & damage cover through Australia Post. For higher-value orders, Extra Cover (up to $5,000) can be arranged — just contact us before you check out.
• Running late? Delivery estimates aren’t guarantees. If your tracking hasn’t updated in several business days, get in touch and we’ll chase it up.
• Arrived damaged? Email us at hello@tabigami.com.au within 7 days of delivery with photos of the item and packaging, and we’ll sort out a replacement or refund.

Returns & Refunds

Can I return an item if I change my mind?

Yes — we accept change-of-mind returns within 30 days of delivery, provided the item is unused, in its original resalable condition, and in its original packaging with any seals, wraps or shrink-film intact.

• Return postage is paid by you — we recommend a tracked service, as we can’t be responsible for returns lost in transit.
• Original shipping charges are non-refundable for change-of-mind returns.
• We do not charge a restocking fee.

Change-of-mind returns are our own policy and are separate from your rights under the Australian Consumer Law.

What can’t be returned for change of mind?

For hygiene, safety or practical reasons, the following can’t be returned for change of mind (your rights for faulty items still apply):

• Items that have been used, opened or unsealed — including washi/PET tape, sticker rolls, memo/sticky-note rolls, ink, glue and adhesives, and stamps once inked;
• Sale, clearance or “final sale” items;
• Items marked as non-returnable on the product page.

My item arrived faulty, damaged or incorrect.

Please contact us at hello@tabigami.com.au within 7 days of delivery with your order number and a photo of the item (plus the packaging for transit damage).

Once confirmed, we’ll arrange a replacement, refund or repair as appropriate, and we cover the return postage and any reshipping cost — you won’t be out of pocket. Please don’t post anything back before contacting us, so we can send you the right return details.

How do I start a return?

• Email us at hello@tabigami.com.au with your order number and the reason for return.
• We’ll reply with return instructions and the return address.
• Pack the item securely (original packaging where possible) and send it to us, keeping your tracking number.
• Once we receive and inspect it, we’ll process your refund, replacement or store credit and email to confirm.

Please don’t send items back without contacting us first — unannounced returns may not be processed.

When will I receive my refund?

Approved refunds are issued to your original payment method. Please allow 5–10 business days after we receive and inspect your return for the refund to appear, depending on your bank or card provider. We’ll email you once it’s been processed. Most of this wait is for the banks to do their magic.

Can I exchange an item?

The quickest way to get a different item or colour is to return the original for a refund and place a new order — this makes sure you get what you want before it sells out. If you’d prefer a direct exchange, contact us and we’ll do our best to help, subject to stock.

Contact

How can I get in touch?

Email us any time at hello@tabigami.com.au. We aim to respond within 1–2 business days but often the same day.

Nothing in these answers limits your rights under the Australian Consumer Law, which always apply. For more on those rights, see the ACCC at consumer.gov.au.