FAQ's

Forgotten Password

Go to My Account and follow the prompts to reset password.

How do I redeem my Digital Gift Card?

• Shop first and apply the gift card code to the checkout.
• After the order is confirmed any remaining balance on the Digital Gift Card can be used for future purchases, as long as the gift card is still valid.
• Please refer to original Digital Gift Card email to confirm card balance.

More info about Digital Gift Cards:

• Bosisto’s Digital Gift Cards can only be redeemed at bosistos.com.au.
• They are valid for 3 years from the date of purchase and cannot be replaced if lost or stolen, including instances where the incorrect email address has been supplied by the purchaser.
• Digital Gift Cards cannot be exchanged for cash, no change is given, no refunds are issued and they cannot be topped up.
• Digital Gift Cards are excluded from sitewide sales.

For full Terms & Conditions, please click here. For further queries please contact our Customer Service team

Can I make changes or cancel my order?

• Once your order is placed through our secure Shopify checkout system, it is sent for processing.
• If you have made an error, reach out to our customer service team at cservice@fgb.com.au and they may be able to help, depending on the status of your order.
• To avoid disappointment, please ensure all details are correct before submitting your order and we recommend double checking your email and delivery address.

What happens if I need to change the address on my order?

• Once your order is collected by the carrier from the warehouse, only the carrier is authorised to communicate with the customer and advise if changes are possible. Our Customer Service team is not authorised to discuss orders on your behalf.
• Once your order is shipped, you will receive a Shipping Notification email confirming carrier and tracking details. Please note it can take up to 24 hours for the tracking number to become active.
• It is possible to directly contact the carrier to see if your order can be redirected using the tracking number provided. Please note if the redirected address is over 10km from the original address, it may not be able to be redirected by the courier.

What are my payment options?

We accept Visa, Mastercard, Apple Pay, Google Pay and Paypal.

Can I access a Tax Invoice?

Once payment is processed and your order has been confirmed, you will receive an order confirmation email containing a tax invoice as a downloadable PDF. This email will be sent directly to your nominated email address.

Who will ship my order?

• We use a variety of carriers to deliver orders.
• The carrier designated to deliver your order is confirmed in the Shipping Notification email sent once the order has been packed & dispatched.

Can I select who will ship my order?

No. After you place your order, the appropriate carrier is automatically selected.

How long will it take to get my order?

• Standard delivery times are up to 7 business days.
• While we endeavour to deliver goods within the indicated time frames, we cannot guarantee delivery times during busy promotional and sale periods.
• Dispatch may also be delayed if payment or address details require verification.

How much is shipping?

• We offer FREE Shipping on orders over $85 (inc GST). Free Shipping applies after discounts.
• For orders under $85, shipping rates apply based on distance from our Melbourne warehouse:
  • VIC, SA, NSW, ACT: $14.95
  • QLD, NT, WA, TAS: $16.95
• Orders are delivered in a single shipment.

Where do you ship to?

• We only ship within Australia.
• FGB reserves the right to decline deliveries to remote locations.
• We do not deliver outside Australia.

PO Boxes and Parcel Lockers

• We cannot deliver to PO Boxes, Parcel Lockers, or Post Offices.
• A physical address is required.

Tracking

• You’ll receive a Shipping Notification email with tracking details within 1–2 business days.
• A delivery confirmation email is sent on the delivery day.

Authority To Leave

• If ATL is selected but delivery is unsafe, the parcel goes to the nearest depot.
• If ATL is not selected and no one is home, it goes to a collection point.
• Uncollected orders are returned and forfeited.

What is your returns policy?

• If you are not satisfied with the quality of the goods you have received, please contact us to discuss your options. Please ensure you have proof of purchase. We may need an image of the product in order to assess and determine an appropriate remedy. Some products may need to be returned for assessment. You may be refused a refund, repair or replacement in certain circumstances including if you have misused the product.
• Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Online Orders

• For Online orders, if you have received an incorrect item or the order is missing an item, this must be advised to our Customer Service Team within 7 days of receipt of goods.

Privacy Policy:

• To view our Privacy Policy please click here.

Terms & Conditions:

• The information on this page may change at any time at our discretion and without notice. We encourage you to review this information regularly. To view our detailed terms and conditions, please click here.