FREQUENTLY ASKED QUESTIONS AND CUSTOMER CARE
MY ITEM IS FAULTY, WHAT DO I DO?
First of all, we are so sorry! Not to worry though, please get in touch with us within 24 hours via email email@example.com and we will be able to help get this sorted for your right away.
I AM MISSING AN ITEM FROM MY ORDER
If an item is missing from your order, not a worry! Simply contact us via email firstname.lastname@example.org with your order number and missing item details for this to be rectified ASAP.
I RECEIVED THE WRONG ITEM
We will be able to help get this mix up fixed! Just get in touch with us via our email email@example.com so we can assist.
I DIDN’T RECEIVE AN ORDER OR SHIPPING CONFIRMATION
Please ensure you have checked both your junk and spam folders in case the automatic email has been sent there. You can mark us as NOT JUNK so that you won’t miss an email from us in the future. Still no luck finding this one? Not to worry, just send us an email at firstname.lastname@example.org so we can help.
I NEED TO CHANGE MY ADDRESS. HOW CAN I DO THAT?
We will need to fix this for you right away before your order goes out the door, so please get in touch with us at email@example.com with your correct shipping address - if the order has already been shipped unfortunately this is not something we can fix.
WHAT IS THE TURNAROUND ON ORDERS BEING PACKED/SENT OUT?
Our turnaround is 2-3 business days for your order being packaged and sent (if there is delays, a notice will be put on the website) - please also note: express shipping does not push your order to the front of the queue. Express shipping is simple to make Aus Post delivery your parcel as a priority only.
CAN I MAKE CHANGES/CANCEL AN ORDER ONCE IT’S PLACED?
Please ensure you pay close attention when placing an order as once it is placed we are unable to make any alterations to that order including cancellation.
HOW LONG AFTER I RECEIVE AN ORDER, CAN I MAKE A RETURN?
If your return is lodged or initiated within 10 days of receiving your items we can accept returns back for processing - please email us at firstname.lastname@example.org to organise a return. Please note you will be responsible for the shipping costs of any returns.
DO I HAVE TO CONTACT YOU BEFORE I MAKE A RETURN?
Yes, please contact us at email@example.com prior to sending any return back to us. Just make sure you take note of your tracking information so you can monitor the parcel’s progress back to us.
CAN I RETURN SALE ITEMS?
We are unable to accept any returns on clearance/sales or discounted items.
IF APPROVED FOR A REFUND, WHERE WILL THIS PROCESS TOO?
All refunds will be processed back to the original payment method used to place the order.
HOW DO I USE A PROMOTIONAL CODE?
Once you've reached the checkout stage, enter your promotional code into our discount bar, enter the correct code and click 'Apply'. If the code is valid, your discount will be applied!
PLEASE NOTE: Discount & Promotional Codes cannot be used on SALE items or in conjunction with another Sale.
WHAT HAPPENS IF MY PARCEL DOESN'T ARRIVE, OR IS LOST IN TRANSIT?
Once your parcels have left our warehouses they are then the property of Australia Post. We are legally not responsible for lost or damaged goods. However if your parcel does not reach you within our delivery time, you can contact Australia Post and lodge an enquiry into your parcels whereabouts.
WHO DO I CONTACT IF I'M HAVING TROUBLE ORDERING ONLINE?
We are always here to help email us firstname.lastname@example.org
If you are unsure of a garments care, always ‘cold hand wash’ to avoid any damage in the garment's fabric. If your garment is damaged because it was washed incorrectly we are unable to accept this back as a return.
WEAR AND TEAR
If you damage a garment after wearing it e.g a button falls off or the zip breaks because of ‘wear and tear‘ we cannot accept these garments back for a return or exchange.