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 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 to your nominated address within the time frames indicated, we cannot guarantee delivery times particularly during busy promotional and sale periods where some order dispatches may be delayed due to the additional volume.
• Dispatch of orders may also be delayed where payment or address information requires verification or correction prior to dispatch.

How much is shipping?

• We offer FREE Shipping on orders over $75 (inc GST). Free Shipping is offered on orders over $75 after all discounts and promotions are applied. 
• For orders under $75, shipping rates will apply and will be calculated by state, based on the distance from our warehouse in Melbourne.
  • Orders under $75 and delivered to VIC, SA, NSW and ACT will attract a postage and handling fee of $11.95. 
  • Orders under $75 and delivered to QLD, NT, WA and TAS will attract a postage and handling fee of $14.95. 
• If customers do not grant Authority to Leave while checking out, FGB reserves the right to charge a blanket $14.95 on the order regardless of size or destination.

We will only deliver your order in a single shipment.

Where do you ship to? 

• We only ship within Australia.
• FGB reserves the right to accept or decline deliveries to remote locations at its sole discretion.
• We do not deliver to addresses outside of Australia.

PO Boxes and Parcel Lockers

• We are unable to accept PO Boxes, PO Box Plus Suites, Parcel Lockers or Post Offices addresses for delivery.
• A physical mailing address is required.

Tracking

• Once your order has been dispatched by the warehouse, you will receive a Shipping Notification email confirming carrier and tracking details. This is typically 1 to 2 business days following order placement.
• On the day of delivery, you will receive a delivery confirmation email.

Authority To Leave 

• If you have selected Authority to leave, but the carrier is unable to access the property or find a safe place to leave the order, your parcel will be returned to the nearest depot. Depending on the carrier, you will receive either an SMS or a card with details for arranging redelivery or collection.
• If your address is unattended at the time of delivery, and you have not provided Authority To Leave, your parcel will be transferred to the nearest Collection point (determined by the courier). The carrier will send an SMS or leave a card, to alert you that they have visited, but you weren’t home to receive the package.
• If your order is not successfully redelivered or collected, it will be returned to FGB and your order will be forfeited.

What is your returns policy?

You can make a claim for a replacement or refund due to one of the following:

• You believe that an item which was ordered by you has not been provided; or
• You are not satisfied with the quality of the goods you have received

Contact Us within 7 days of receiving your order, or 14 days from the date of placing your order. 

It can take up to 10 business days for funds to be returned back into your account after a refund has been submitted.

Please note: FGB reserves the right to inspect the goods before assessing the claim. As a result, we may ask that you send the product in question back to us or request photos to support the claim. Refunds are not available for change of mind.

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.