Frequently Asked Questions
Can I order over the phone?
Currently we only offer over the phone orders to trade and wholesale customers only.
Can I cancel an order?
Yes you can cancel your order if it has not yet shipped out. To cancel your order immediately please get in contact with us. If you order has already been shipped out, you can still return it for a refund provided it is in original condition and unopened.
Are your stock levels correct?
Our stock levels are generally correct, however as we mostly wholesale and sell in bulk, it could lead to a rapid drop in inventory at odd times. On the unlikely event that the product you ordered is not in stock we will contact you immediately to let you know.
What type of payments do you accept?
We use Stripe to secure our card payments which accept all major debit and credit card vendors including Visa, MasterCard and American Express. We also accept PayPal.
What happens if you can’t fulfill my order?
In the unlikely event that we can’t fulfill your order we will notify you shortly and refund your money in full.
Why are some products not available to purchase?
While we strive to open our store to everyone, some products we reserve to trade such as specialty products or kits that require professional training to use. This may change in the future.
What currency are your prices?
All prices are in Australian dollars and include GST.
Why is my cart empty even though I’ve added items?
The shopping cart might not be working on your browser because you do not have ‘cookies’ enabled. Try going to your browser settings and enabling your cookies.
Do your brands carry full Australian warranties?
Yes. You can view our warranty policy here.
Do you have gift vouchers?
From time to time we will have store-wide deals with coupon codes. The best way to have access to these codes is to simply subscribe to our newsletters!
Do you price match other retailers?
Yes. Our price matching policy can be viewed here.
How do I gain access to your wholesale stock and prices?
If you are a verified industry professional/business trader/salon owner, you may register with us with a wholesale account. You will then be able to view products at wholesale prices and make larger quantity orders.
I want to place a bulk order, can you accommodate large quantities?
Yes, however bulk order are only available to our wholesale customers. Please note that bulk orders that exceed 20kg will incur additional freight charges.
Do you have a store?
Yes, we are located in Villawood NSW, however we only allow access to our trade and wholesale customers only.
What is your return policy?
We will accept returns of products in original re-saleable condition, unopened, and unused. You must lodge your return request within 7 days of the purchase date. Return shipping fees are the responsibility of the buyer.
All packaging must be intact. This includes shrink wrap, cellophane wrapping and tamper resistant seals and security seals on box lids. Signs of use will be refused and returned to you.
Please note: Some hair, beauty and fashion items cannot be returned due to health and safety regulations in Australia. These include but are not limited to, hair brushes, hair accessories, skin and makeup accessories and pierced jewellery.
Click here to view our Returns Policy.
How do I return an order?
Get in touch with us with a description of the reason for return and we will confirm by issuing you a Return Authorisation number which you will include on the package you send back to us. How you send it is your choice however we recommend using MyPost Business by Australia Post to create, print your own labels and pay online.
What happens if a product is faulty?
We pack your order with extra care to prevent potential damage during transit. If they arrive damaged or faulty, let us know within 3 days of receiving the package. An arrangement will be made for the products to be returned to us and a replacement will be sent out to you as soon as possible.
How do I lodge a warranty claim with DBC?
1. Check if your product is still under warranty. Warranty period starts from date of purchase.
2. Take a few photos of the faulty item clearly showing the issue.
3. Send the photos to firstname.lastname@example.org, along with your original order number and a quick description of the issue.
4. Once we receive your email (with the photos) we will assess the issue and contact you to process the warranty.
Click here to view our Warranty Policy.
How much is shipping?
Standard shipping is $12. Express is $15. If your order exceeds 20kg then you may need to pay for additional freight fees.
How long will it take to receive my order?
Depending on your proximity to metro areas (major cities) your package could take anywhere between 3-7 days to reach you (Standard eParcel) and 1-5 (Express eParcel). Factors that may delay dispatch include; items that require assembly, large bulk orders or payments being processed.
When will my order ship?
We aim to have your order processed and dispatched within 24 hours during business hours. Orders placed before 11am AEST will be packed and sent the same day. Orders placed after 11am AEDT will be shipped the next business day.
Where will my item ship from?
All items are shipped from our Sydney warehouse.
Can I pick up my order?
Pick up is only available to our wholesale customers. If you have a wholesale account with us and would prefer to pick up your order, you may do so by visiting us at our Villawood warehouse once you received a notification via phone or email. Please specify that you would like to pick up in the checkout and awaiting for a notification indicating that your orders are ready to collect at our warehouse.
Do you ship internationally?
We currently only ship within Australia. Plans to expand internationally is on the agenda. Please shoot us an email if you’re outside of Australia and interested in shopping with us.
Can I track my order?
Yes. Once your order is dispatched a tracking number along with other information about your order will be sent to you by email.
Is your website secure?
Yes. Your credit card details are processed securely via 128 bit SSL encryption. We use Stripe to process your credit card transaction.
Is my personal information safe?
Do you store my credit card details?
No, all credit card payments are secured with Stripe. We not have access to your credit card information.