Shop Policies

These shop policies apply to purchases made through the 3131 Massage Online Shop.

We aim to provide clear information about our products, orders, shipping, returns and customer service. Please take a moment to read these policies before placing an order.

For information about our massage studio in Gerringong, please visit our Massage Services or About 3131 Massage pages.

Online Shop Only

Products available through the online shop are sold online only and are not stocked or sold at our physical massage studio.

Online shop orders are processed and shipped separately and cannot be purchased, collected or returned at the massage studio.

For questions about an online shop order, please contact our online shop customer service team.

Ordering Products

Please check your order details carefully before completing your purchase, including the products, quantities and delivery address.

Orders are placed through our online checkout. Payment must be completed at the time of purchase using the payment methods available at checkout.

Once your order has been successfully placed, you'll receive an order confirmation email with your order details. Please check this email carefully and contact our online shop customer service team as soon as possible if you notice an error.

Once an order has been placed, we are unable to make changes or cancel the order. While we'll do our best to assist if you contact us promptly, we cannot guarantee that changes can be made before the order is processed or shipped.

For more information about shipping, returns, refunds and faulty or incorrect items, please see our Shipping & Delivery and Returns & Refunds policies.

Product Information

We aim to provide clear and accurate information about our products, including descriptions, sizes, materials, colours and other relevant details.

Please read the product information carefully before placing your order. Colours and appearance may vary slightly depending on your screen, device settings and lighting.

If you have a question about a product or need further information before ordering, please contact our online shop customer service team.

Pricing & Payment

All product prices are including GST and displayed in Australian dollars (AUD) unless otherwise stated.

Prices shown on the online shop are the prices applicable at the time you place your order. We reserve the right to update product prices and information at any time, but changes will not affect an order that has already been placed.

Available payment methods are shown at checkout. Payment must be completed when you place your order for the order to be confirmed.

Shipping & Delivery

Online shop orders are generally processed within 2–5 business days. Once shipped, regular delivery usually takes 4–8 business days, depending on your delivery location.

We ship Australia-wide, including regional and rural locations. Delivery times may vary, particularly for regional and rural areas.

Once your order has been shipped, you'll receive a confirmation email with a tracking link. Please allow up to 24 hours for tracking information to appear or update.

For full information about order processing, delivery timeframes, tracking, delivery addresses and delayed or missing parcels, please see our Shipping & Delivery policy.

Returns & Refunds

We accept returns only for faulty items. We do not accept returns, exchanges or refunds for change of mind or incorrect orders.

If you receive a faulty item, please contact us within 7 days of delivery and provide your order number and details of the issue. We may ask for photos or other information to help us assess the item.

If a return is required, please contact us before sending the item back so we can provide return instructions. If the item is confirmed to be faulty, we'll arrange a replacement where replacement stock is available. If a replacement is unavailable because the item is out of stock, we'll offer a refund instead.

For full details about return eligibility, return postage, replacements and refunds, please see our Returns & Refunds policy.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or with the wrong item, please contact our online shop customer service team within 7 days of delivery.

Please provide your order number and details of the issue. We may ask you to provide photos or other information to help us assess the item.

Please do not return an item before contacting us. If a return is required, we'll provide instructions on how to proceed.

If an item is confirmed to be faulty or damaged, we'll arrange a replacement where replacement stock is available. If a replacement isn't available because the item is out of stock, we'll offer a refund.

For an incorrect item, please contact us before returning it so we can review the order and provide the appropriate instructions.

For full details, please see our Returns & Refunds policy.