Dispatch & Delivery
Where do you ship from? We ship from our Sydney Warehouse
When will my order be dispatched? All orders will usually be dispatched within 1-2 Business Days but may take up to 4 business days depending on weekends, public holidays, sales and any government restrictions.
PLEASE NOTE: Any order changes will result in a delay with the dispatch of your order.
Where do we ship to?
We ship all are products around Australia, New Zealand, USA and Canada.
Located outside these countries? Get in contact with us if you are wanting to order.
Where do we ship from? Our warehouse is located Macquarie Park NSW 2113
What does ‘Awaiting Fulfilment’ mean? If you have received a notification that your order is Awaiting Fulfilment, this means our warehouse team has your order and will be preparing it for dispatch very soon!
How do I track my order?
Enter your tracking number provided to you in your shipment notification email, into the appropriate link below.
I. Australia Post
Track with Australia Post (click here) https://auspost.com.au/mypost/track/#/search
What Does ‘In-Transit’ Mean Your parcel is with Australia Post and is currently on its way to you!
What does ‘No Events Found; mean This is very normal; some packages show nothing on the tracking number lookup until they get to the destination post office or postal centre near your delivery address. Many Parcel Post and Express packages going outside of Australia Post delivery network will show as ‘No Events Found’ until the day they are going to be delivered. If you are worried and it has exceeded the delivery window, please contact us.
Can I change my order once its been placed? Once your parcel has been dispatched, we are not able to make any changes. You will need to either re-order or return once your order arrives.
Can I change my shipping address? If your parcel has not yet been dispatched, we can certainly change your address for you. Contact our team info@janeke.com.au
To redirect a parcel that is in transit, log into your MyPost account (If you don’t have one you can easily create one) and enter in the tracking number. The tracking page will then display whether a redirect option is available. If it is available, you can select it and enter the new address you want the parcel to be delivered to.
If this not available, contact our team we may be able to get it returned to sender. Charges Apply.
My order is taking longer than expected? Please note as much as we don’t like delays, delays with your parcel once it hasleft our warehouse is beyond our control.
Our team are happy to help you with your enquiry, we request that you wait until your delivery window time has exceeded from the dispatch date until you contact us.
Please be advised that our delivery time guidelines are based on business days, which only includes Monday - Friday and excludes public holidays.
My order never arrived
In the rare event your order has not arrived contact us via email
Janeke Australia be not liable for parcels lost in transit if:
We try to prioritise these types of enquires, If you have contacted our team and have had no response within 48hrs (please note our business hours) please call us on 0298133080.
I was unable to collect my parcel in time In the event you do not collect your parcel in time your order will be sent back to us. We ask that you contact us to let us know as we will be able to organise a redelivery for you as soon as your order comes back to us.
Re-delivery fee will need to be paid prior to dispatch.
Do you deliver to PO Boxes or Parcel Lockers? Australia Post do accept deliveries to PO Boxes and Parcel Lockers. Please ensure your address is correct, as most Auspost locations have their own suburb names.
Ways to ensure you don’t miss your delivery
For Example
Hairdresser Shop
4 Talavera Road
Macquarie Park
2113 NSW
Addresses with ‘Crn herring rd & waterloo rd’ are NOT valid addresses.
For Example
Hairdresser Shop
109 Waterloo Road
Shop XX Macquarie Shopping Centre
Macquarie Park
2113 NSW
Payment Methods
What payment methods do we accept? We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Pay Pal and Afterpay.
Returns & Exchanges
I would like to return an item I have purchased, what do I do? Contact us prior to sending anything back the best way to get in touch is via email. For more info if your item is eligible for returns check out our return policy
Can I exchange an item I ordered? We do not organise exchange, but we are happy to offer you credit. Contact us prior to sending anything back the best way to get in touch is via email. For more info if your item is eligible for returns check out our return policy
How Long do I have to return an item? We allow 7 days for change of mind purchase, after this time, we may reject your request for return. We encourage you to contact us with any concerns you may have as soon as possible.
We will not accept change of mind on items that have been opened, used or out of the original packaging.
Can I return an item that I have removed from packaging? Kindly note, due to the personalised nature of our products and for reasons of hygiene we are unable to accept returns, or any products opened or tampered with, unless required by law.
I have faulty item, what do I do? We personally ensure that every product leaves our showroom in the highest standard and is rigorously checked before dispatch, however if you do think you have received a faulty or damaged product, Contact Us via email and explain this issue you are experiencing, and we will endeavour to resolve the issue as soon as possible.
Comb & Brush Care
Are my combs heat resistant?
These combs are not designed to be used with heat. We recommend up to 110°C. The Wide tooth comb is the only comb we recommend using with heat, still proceed with caution to not use heat directly on the tool.
Cleaning your gold or silver Janeke Tools:
Our brushes and combs are coated with galvanised gold or silver. As with all fine jewellery it will naturally and slowly tarnish. To bring back its lustre and shine, polish using an appropriate soft cloth and cleaning agent, a gold jewellery polishing cloth or if you do not have any gold jewellery polish, toothpaste works wonders.
Do you have vegan options?
We do in fact have vegan friendly brushes available Please Note: These are only for a limited time. Check our product pages to see if these are still available for purchase.
My brush bristles have melted.
Our brushes can we used for blow drying but it is advised to keep a distance of 5-10cm as well as keeping your blow drier moving when drying as with any nylon bristles they are prone to melting at extremely high heats which can happen when blow drying directly on the brush.
Broken comb, what do I do?
Janeke will not replace any items that have snapped.Please note that while these combs are expertly designed, they can still break, try to keep these out of your back pocket and when combing through thick hair try one of our wide tooth combs first, then move onto a finer tooth comb. Replacements or credits will only be issued in cases of a genuine manufacturing fault.
We are unable to offer replacements for items damaged due to misuse or accidental breakage.
Broken brush, what do I do?
While our brushes are made using the highest quality materials and processes, these brushes and are not resistant to heat damage, dropping, excessive force etc. You can read more regarding our warranty here:
Our brushes do not come with warranty as drops and general wear and tear can lead to unexpected damage to your tools. Replacements or credits will only be issued in cases of a genuine manufacturing fault.
We are unable to offer replacements for items damaged due to misuse or accidental breakage.
Superbrush FAQs
My SuperBrush has broken?
We are sad to hear about your Janeke brush.
While Janeke brushes are made using the highest quality materials and processes, these brushes and are not resistant to heat damage, dropping etc. Our brushes and combs do not come with warranty as drops and general wear and tear can lead to unexpected damage to your tools. Replacements or credits will only be issued in cases of a genuine manufacturing fault. We are unable to offer replacements for items damaged due to misuse or accidental breakage.
What are the most common types of damage to the Superbrush?
The most frequent issues we see are:
- Handles snapping or cracking
- Bristles breaking off
- Bristle pads ripping or coming loose
What causes these types of damage?
Most commonly, these damages result from misuse or accidental damage, such as:
- Dropping the brush onto hard surfaces
- Applying excessive force or pressure during use
- Storing the brush improperly or in places where it can be crushed or bent
- Using the brush on very tangled or knotted hair without care
What is covered under the warranty?
Our warranty covers manufacturing defects and faults that affect the product’s normal use. If your Superbrush has a manufacturing fault, please contact us for repair, replacement, or refund options.
Is damage caused by accidental drops, mishandling, or misuse covered under warranty?
No. Damage caused by dropping, impacts, misuse, or improper care — such as broken handles, cracked parts, ripped bristle pads, or broken bristles due to negligence — is not covered under the warranty or Australian Consumer Law guarantees.
Can the handle break or crack from normal use?
No, the handle is designed to be sturdy for everyday use. Breakage or cracking usually happens due to impact, such as dropping, or from excessive force, bending and/or twisting.
What if the bristle pad comes loose or rips?
This usually occurs due to rough handling, pulling on the bristles, exposure to harsh chemicals, or external damage such as storing the brush tightly packed in a bag or suitcase, storing items on top of the brush as an example, causing stress on the bristle pad.
How should I care for my Superbrush to avoid damage?
- Handle your Superbrush with care — avoid dropping it or applying excessive force. Always brush in sections and from the bottom of the hair to the top.
- Use gentle strokes when brushing through tangles. Not only for the brush but for you delicate hair!
- Store the brush in a safe, dry place away from heavy objects that could crush or damage it.
- Clean the brush regularly according to care instructions.
- Avoid chemicals around the brush
What should I do if my brush is damaged?
If you believe your brush has a manufacturing defect, please contact our customer service team with photos and a description of the issue. We will assess your claim and advise on warranty coverage.
Industry Info
I am a hairdresser / make-up artist, Is there an Industry discount available?
Yes! Please head over to professionaluse.com.au and sign up for an account. Please Note: Your account needs to be manually approved, Sit tight while we verify your details!
I want to become a stockist?
Head over to professionaluse.com.au and sign up for a trade account.
Superbrushes – Add 15 or more to your cart to receive the wholesale discount
For all other products – contact our team.
MORE QUESTIONS? EMAIL US INFO@JANEKE.COM.AU