CONTENTS
- ORDER QUERIES
- PAYMENTS
- RETURNS & EXCHANGES
- REFUNDS & BILLING
- SHIPPING & DELIVERY
- CUSTOMER CARE & SUPPORT
- PRODUCT & FIT
- POLICIES & LEGAL
- DISCOUNT CODES
1. ORDER QUERIES
How can I contact someone about my missing order?
The best way to contact us regarding a missing order is via our contact page. A team member will get back to you as soon as possible.
How can I track my order?
To track your order, please visit Australia Post's tracking page.
If you can't locate your parcel tracking number, feel free to contact our customer service team.
I haven’t received my order yet. When can I expect it to be delivered?
Orders are dispatched via Australia Post (standard service).
Delivery Time:
- NSW, VIC, QLD, ACT, SA, TAS: 3 - 5 Business Days
- WA, NT: 7 - 10 Business Days
Deliveries are made on business days only (excluding weekends and public holidays).
For more details, please refer to our Shipping and Delivery Policy.
Where do I find my order reference number?
Your order reference number can be found in your order confirmation and dispatch emails. It starts with "AUSP…" If you can't locate it, please contact our customer support team here.
2. PAYMENTS
What payment methods do you accept?
We accept the following payment methods: Visa, MasterCard, American Express, Maestro, PayPal, Google Pay, and Klarna (Buy Now Pay Later). For a full list, please check the payment options during checkout.
Can I make payments via telephone?
Currently, we only accept online payments via our website. If you have any questions, please don’t hesitate to contact us.
Can I get a refund for my payment?
Please see our Refund Policy or contact our customer support team for more details on how to request a refund.
3. RETURNS & EXCHANGES
How long do I have to request a refund?
If you're not completely satisfied with your purchase, you can request a refund within 28 days of receiving the goods. For sale items, refunds must be requested within 14 days.
For more information, please see our Returns and Refunds Policy.
Who pays for the cost of returning a product?
If you choose to return an item, the return shipping cost will be your responsibility and is non-refundable.
For more details, see our Returns and Refunds Policy.
How do I request a refund?
To request a refund, please refer to our Returns and Refunds Policy for instructions on returning your product.
When my order is returned, who pays for my delivery charges?
You are responsible for return delivery fees, which are non-refundable. For full details, please refer to our Returns & Refunds Policy.
I ordered the wrong size online, can I return it?
You can return unworn items in new condition within 28 days of receiving them. For sale items, returns must be made within 14 days.
Please refer to our Returns & Refunds Policy.
My order is damaged, can I return it?
We apologize for any inconvenience. Please contact us here with the details of the damaged items.
Can I use my own carrier service to return my parcel?
Please process your return through our returns portal. For full return instructions, refer to our Returns & Refunds Policy.
Can I make an exchange on my purchase?
We currently only offer refunds, not exchanges. Please refer to our Returns & Refunds Policy for more details.
What is the process for returning an order?
Please consult our Returns & Refunds Policy for step-by-step instructions on returning your order.
Can I return an item if the sale tag is removed?
To receive a full refund, all items must be returned unworn, unused, and in the same condition as when received, with all tags and packaging intact.
4. REFUNDS & BILLING
What is your refund policy?
You can return unworn items in new condition within 28 days of receiving them. For sale items, returns must be made within 14 days.
Please refer to our Returns & Refunds Policy.
I am waiting for a refund, when will it be processed?
Refunds are processed within 10 business days of receiving the returned goods. During peak times, it may take up to 14 business days. Processing time on your bank statement may vary based on your bank.
Are my shipping costs refunded when my order is returned?
Shipping costs are non-refundable. For more details, see our Returns & Refunds Policy.
5. SHIPPING & DELIVERY
What is your shipping and delivery policy?
Orders are dispatched via Australia Post (standard service).
Delivery Time:
- NSW, VIC, QLD, ACT, SA, TAS: 3 - 5 Business Days
- WA, NT: 7 - 10 Business Days
Delivery Costs: - Orders $150 and over: Free delivery
- Orders under $150: $10 flat rate
For more details, see our Shipping & Delivery Policy.
Do you deliver outside Australia?
Currently, we only deliver within Australia.
How much does shipping cost?
- Orders $150 and over: Free delivery
- Orders under $150: $10 flat rate
Do you offer free shipping?
Yes, we offer free standard delivery for orders $150 AUD and over.
What shipping and delivery service do you use?
We use Australia Post for standard delivery.
6. CUSTOMER CARE & SUPPORT
How do I contact customer support?
For assistance, please visit our Customer Support Page and get in touch with our team.
Do you have gift cards available?
We do not currently offer gift cards.
Do you have any stores?
We do not have physical stores in Australia or New Zealand at this time.
7. PRODUCT & FIT
I am not sure about your fit. Do you have a size guide?
Yes, we provide a size guide for most products. Please refer to our Size Guide for assistance.
Do you offer tailoring or alteration services?
At this time, we do not offer tailoring or alteration services.
8. POLICIES & LEGAL
What is your Shipping and Delivery Policy?
Please refer to our Shipping & Delivery Policy.
What is your Returns & Refunds Policy?
Please refer to our Returns & Refunds Policy.
What are your Terms and Conditions?
Please refer to our Terms & Conditions.
What is your Privacy Policy?
Please refer to our Privacy & Cookies Policy.
9. DISCOUNT CODES
How do I apply a discount code to my order?
Enter the discount code in the designated field at checkout. Click "Apply" to see the discount applied to your order total.
Can you use the discount code more than once?
Discount codes can only be used once per customer and per order.
What is your policy on discount codes?
For full terms on using discount codes, please refer to our Terms & Conditions.
Do discount codes work on sale or marked-down items?
Discount codes are only valid on full-priced products and cannot be applied to discounted items unless stated in the promotional terms and conditions.
Can I combine a discount code with other offers or promotions?
Discount codes cannot be combined with other ongoing offers or promotions.
How long are discount codes valid?
Discount codes are time-limited. Please check the terms and conditions for the expiration date.
Are there any restrictions on using discount codes?
Discount codes may have specific terms, such as minimum purchase requirements or exclusions on certain products. Please review the fine print before applying.
What if my discount code is not working?
Ensure the code is entered correctly (it’s case-sensitive) and that your cart meets any conditions. If problems persist, please contact our customer support team.
Do discount codes apply to the shipping costs?
Discount codes typically apply to the basket total before shipping costs. If your code applies to shipping, this will be specified in the terms and conditions.
Can I use a discount code after I’ve placed my order?
Once an order is placed, we are unable to apply a discount code. Please check your order and apply the code before completing the purchase.
Can I share my discount code with others?
Discount codes are for personal use only and are generally not transferable.
Where can I find the latest discount codes?
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