FAQ
Frequently Asked Questions (FAQ)
Welcome to the Same Side FAQ page. We've answered some of the most common questions about ordering, shipping, returns, and customer support. If you can't find the information you're looking for, our team is always happy to help.
1. How long does delivery take?
Orders are typically delivered within the following timeframes:
Order processing: 1–2 business days
Delivery: 2–8 business days to Australia, the United States, the United Kingdom and Canada; 10–21 business days to the rest of the world, including the European Union
Estimated total: 3–10 business days to Australia, the United States, the United Kingdom and Canada; 11–23 business days to the rest of the world
Delivery estimates may vary depending on your location. For additional information, please refer to our Shipping Policy.
2. Is shipping free?
Yes. We provide free standard shipping on all orders within our eligible shipping destinations.
For more information about shipping coverage and delivery, please see our Shipping Policy.
3. Where is Same Side based?
Same Side is an Australian-owned and Australian-registered online retailer (ABN 12 917 631 966) based at 10 Garnet Street, Cooroy QLD 4563, Australia. Although we operate online, we ship our products worldwide.
4. What currency are your prices in?
All prices on this website are shown and charged in United States Dollars (USD). This applies to every customer, including customers in Australia. If your bank account or card is held in another currency, your bank or card provider will convert the amount at their exchange rate and may add an international transaction fee. Full detail is on our Billing Terms & Conditions page.
5. Whose brand are your products?
Every product sold on this website is sold under our own Same Side brand. We are not affiliated with, endorsed by, sponsored by or connected to any other manufacturer, designer, design house or brand — every product is an original Same Side listing. We do not use any other brand's names, logos, model names or product photography anywhere on this site.
Our full position, including how to contact us if you are a rights holder with a concern, is set out on our Product Sourcing, Design & Intellectual Property page.
6. What should I do if my item arrives damaged or faulty?
If your order arrives damaged, defective, or not functioning as expected, please contact us within 7 days of delivery.
Once we've reviewed your request, we'll arrange a replacement at no additional cost where applicable. More details can be found in our Refund & Return Policy.
7. Can I cancel an order after purchasing?
Yes. Orders may be cancelled within 24 hours of being placed.
To request a cancellation, please contact our support team as soon as possible before your order enters processing.
8. What is your return policy?
We aim to make returns simple and straightforward. You have 30 days from delivery to request a return, and 14 days from approval to send the item back.
Complete information regarding eligibility, return requirements, and refund procedures is available in our Refund & Return Policy.
9. When will my refund be processed?
After we receive and inspect your returned item, we'll begin processing your refund.
Refunds are issued to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or card provider.
10. Do your products include a warranty?
Yes. All eligible purchases are covered by our 30-day return window, which runs from the date your order is delivered, together with any consumer guarantees that apply where you live.
If an item arrives faulty, damaged, or incorrect, please contact us within 7 days of delivery and we'll arrange a replacement, exchange, or refund. Please refer to our Refund & Return Policy for full terms and conditions.
11. How can I get in touch with customer support?
Our customer support team can be contacted through our Contact Us page or by emailing:
We aim to respond to all enquiries within 1–2 business days.
12. Which countries do you ship to?
We ship worldwide from Australia and deliver to most countries, including Australia, the United States, Canada, the United Kingdom, New Zealand and the European Union.
Shipping availability may vary depending on destination. If we cannot deliver to your address, you'll be told at checkout.
13. Do you operate a retail store?
No. Same Side is an online-only business.
Operating exclusively online allows us to keep our prices competitive while offering a broader range of products.
14. Can I order products in bulk?
Absolutely. We welcome bulk and wholesale enquiries.
Please contact our support team to discuss pricing, availability, and customised ordering options.
15. How do exchanges work?
If you need to exchange an item, please follow the instructions outlined in our Refund & Return Policy.
Our support team can also assist you throughout the exchange process if needed.
16. How do I track my shipment?
Once your order has been dispatched, you'll receive a confirmation email containing your tracking number and tracking link.
You can also track your order at:
https://sameside.store/apps/trackyourorder
Contact Information
Business Name: Same Side
Business Address: 10 Garnet Street, Cooroy QLD 4563, Australia
ABN: 12 917 631 966
Email: support@sameside.store
Support Hours: Monday – Sunday, 9:00 AM – 5:00 PM AEST
Typical Response Time: Within 1–2 business days.
