FAQ
Ordering & Payment
Q: What payment methods do you accept?
A: We accept Visa, Mastercard, American Express, UnionPay, Apple Pay, Google Pay and Shop Pay through Shopify's secure checkout. All prices are in Australian Dollars (AUD) and include GST where applicable.
Q: Can I pay in instalments?
A: Where available, instalment options such as Shop Pay Instalments appear automatically at checkout.
Q: Can I change or cancel my order?
A: You can cancel free of charge within 1 hour of ordering — email or call us straight away. Before dispatch we'll always try to help with address or size changes. After dispatch, changes follow our Return & Refund Policy.
Shipping & Delivery
Q: How much is shipping?
A: Shipping is free Australia-wide on every order — from a single tee to a full desk setup. We don't ship internationally at this stage.
Q: How long will my order take?
A: We dispatch within 1–2 business days from our Sydney and Melbourne warehouses. Metro deliveries typically take 2–6 business days after dispatch, regional areas 4–9, remote areas up to 12. You'll receive a tracking link by email. See our Shipping Policy.
Q: My desk arrived in several boxes — is that normal?
A: Yes! Desks ship as multiple cartons which can arrive on different days. Please wait until every carton has arrived before starting assembly. If a carton hasn't shown up within 3 days of the first, contact us.
Q: Can you deliver to a PO Box?
A: Small parcels (apparel, pet apparel, accessories) — yes, via Australia Post. Large freight items (desks, chairs) need a street address.
Desks & Chairs — AGKey · Aerlume
Q: Are the desks hard to assemble?
A: No — all necessary tools and step-by-step instructions are in the box, and most customers finish in 30–45 minutes. If you get stuck, our support team is happy to help.
Q: What warranty do desks and chairs have?
A: Fixed and gaming desks are covered for 10 years on the frame; height-adjustable standing desks for 5 years including motors and electronics; chairs for 5 years on the structure and 3 years on mechanisms. Full details on our Warranty page.
Q: My item arrived with a scratch or dent — what now?
A: Tell us within 3 days of delivery with clear photos. If the item works perfectly, you can keep it with partial compensation under the standards on our Warranty page, or we'll replace the affected part.
Apparel — Hello Kitty and Friends
Q: Is the apparel official?
A: Yes — our Hello Kitty and Friends collection is licensed character merchandise, available in adult and kids sizes.
Q: How do I pick my size?
A: Every product page has a size chart. If you're between sizes, compare the garment measurements with a similar item you already own.
Q: How should I care for printed apparel?
A: Follow the care label: cold machine wash inside out, no tumble drying, and don't iron directly on prints.
Q: Can I return apparel?
A: Change-of-mind returns are accepted within 14 days if the item is unworn, unwashed, odour- and stain-free with all tags attached. Socks, underwear and clearance items are final sale. See Part B of our Return & Refund Policy.
Pet Apparel — KUWOOF
Q: How do I choose my pet's size?
A: Open the Size Chart on the product page and measure your pet's neck, chest and back length — the guide shows exactly how. Sizing varies by breed and build, so please measure rather than guess.
Q: Can I return pet apparel?
A: Only if completely unused: within 14 days, tags attached, packaging intact. For hygiene reasons we can't accept items once they've been worn by a pet or washed — see Part C of our Return & Refund Policy.
Q: Is KUWOOF apparel safe for my pet?
A: We use soft, pet-safe fabrics and secure fittings. Always supervise your pet while dressed, and remove the garment if your pet chews it or seems distressed.
Gaming Peripherals — ATK
Q: Are ATK keyboards and mice compatible with Windows and Mac?
A: Yes. They work as standard plug-and-play devices on both Windows and macOS — via the included 2.4GHz wireless receiver, Bluetooth (keyboards only) or a USB-C cable. For key remapping, macro programming and firmware updates, download the free ATK HUB software for Windows from the official ATK website.
Q: What do I need to use the 8000Hz (8K) polling rate?
A: The 8K-capable wireless receiver is included in the box. To run 8000Hz smoothly, ATK recommends a higher-performance PC — roughly an Intel i7 9700K / AMD Ryzen 7 3700X or above, a GTX 1080 / RX 5700 class graphics card or better, 16GB RAM, and ideally a 240Hz+ monitor. On less powerful computers the devices still work normally at standard polling rates.
Q: What warranty do ATK peripherals have?
A: 12 months against defects in materials and workmanship, with brand-new replacement units. Normal wear — such as worn mouse feet or keycap shine — and accidental damage are not covered. Full details on our Warranty page, in addition to your Australian Consumer Law rights.
Q: Can I return a keyboard or mouse if I change my mind?
A: Gaming peripherals are not covered by the 30-day risk-free program — please check the model, switch type and colour carefully before ordering. Faulty, damaged-in-transit or incorrect items are always repaired, replaced or refunded under Part D of our Return & Refund Policy and the ACL.
Q: When will my pre-order keyboard or mouse ship?
A: Pre-order peripherals are dispatched as soon as stock arrives at our warehouse — the estimated timeframe on each product page is an estimate only and may change with stock arrival dates. Once dispatched, you'll receive tracking by email.
Q: What's included in the box?
A: Everything listed in the "In the Box" section of each product page — typically the 2.4GHz wireless receiver, a USB-C charging cable and any model-specific accessories. No extra purchase is needed to start using your device.
Returns, Warranty & Support
Q: What is your return policy?
A: It depends on the category: desks, chairs and accessories have a 30-day risk-free return; apparel has a strict 14-day unworn policy; pet apparel can only be returned unused. Faulty items are always covered under Australian Consumer Law. Full details on our Return & Refund Policy page.
Q: How do I make a warranty claim?
A: Email aerlume.au@gmail.com or call +61 451 355 101 with your order number, the product, and photos or video of the issue.
Q: How do I contact you?
A: Email aerlume.au@gmail.com, call +61 451 355 101 (Mon–Fri 9:00 AM – 5:00 PM AEST), or use our contact form.