Frequently Asked Questions
Q: Is shipping really free?
Yes, all our items come with free standard shipping within Australia.
Q: Where do you ship products from?
Our office and warehouse is based in Sydney, Australia
Q: Do you have a physical store or pickup address?
No, we are based exclusively online at this point and sell our products from our website only.
Q: Who do you ship with?
We use Australia Post for local deliveries and DHL Express for international orders
Q: How long does shipping take?
We aim to process and dispatch all in-stock items within 24 hours of receiving your order.
- Local standard delivery: 2-7 business days
- Local express delivery: 1-3 business days
- International orders to NZ, USA, Canada and the UK: 7-14 business days.
- Everywhere else: 7-21 business days.
Please note: delivery times may vary depending on your location. Remote areas generally take longer than metro areas.
Q: Can I track my shipment?
Yes, a tracking number will be sent via email immediately after your order has been fulfilled.
Q: How can I pay for my order?
We are currently accepting payments via Credit Card, PayPal, ZipPay and AfterPay. Orders are dispatched only when payments are received in full.
Q: Can I cancel my order?
If you need to cancel or modify your order, please contact us as soon as possible at firstname.lastname@example.org. Order cancellations are only accepted if your order has not yet been processed and dispatched. We will make every effort to accommodate your request, but cannot guarantee your order may be adjusted once it’s been submitted.
Q: Is GST included in the price?
All our prices include GST. If you wish to claim tax refund for your purchase, you may use supplied tax invoice for your online purchase that is also attached to your shipping confirmation email.
Q: My order has been declined; do I need to place a new order?
If you have received an e-mail from us informing you that your order has been declined or cancelled, please place a new order online, or contact us at email@example.com.
Returns & Exchanges
Q: Can I return my order?
Yes, if you are not fully satisfied with your order, we offer up to 30 days (after the receipt of goods) to return the product(s) to us for a refund or exchange for a different size. We only accept returns that are returned in the same condition as received, with tags attached and sealed in the original packaging. Products must be returned to us in a re-saleable condition for a refund to be honoured.
- Underwear is non-refundable or exchangeable due to hygiene reasons
- Returns and Exchanges after 30 days will not be accepted.
- If tags have been removed or tampered with in any way - this deems the item non-returnable.
- Return shipping is free of charge.
Q: Can I exchange my items for another style?
We offer exchanges for a SIZE CHANGE only. We do not offer exchanges for other items/styles. If you wish to purchase a different item, please return your unwanted goods for a refund, and you are free to place a new order for your desired items.
Q: How many times can I exchange my items?
We can only send out ONE EXCHANGE free of charge to Australian addresses. If exchanged items are returned for another size exchange, the item/s will be refunded to you for you to re-order if this is necessary.
WE DO NOT OFFER EXCHANGES TO NON-AUSTRALIAN CUSTOMERS -
IF YOU ARE NOT FULLY SATISFIED WITH YOUR ORDER, WE GIVE OUR INTERNATIONAL CUSTOMERS UP TO 45 DAYS (AFTER THE RECEIPT OF GOODS) TO RETURN ANY UNWANTED ITEMS.
If you are based outside of Australia, we recommend returning your order to us using the DHL returns label included in your parcel, as this will ensure there are no customs delays and your item will get back to us quicker. Please note - if you choose this service you will be refunded the value of your items MINUS AUD $40 for using this service which will be deducted from the retail value of the item/s you return to us. (Please see full information regarding our International returns information via our Returns Policy page)
Q: How long will it take to process my exchange or refund?
We aim to process all returned parcels within 24-48 hours of receiving (excluding weekends). Although refunds are processed instantly on our system, this can take 3-5 working days to reach your account depending on who you bank with. Exchanges are processed within 48 hours upon receiving the original items. You will receive a notification email of when your exchange has been processed.
Q: What is the return address?
Our full return address is:
PO Box 451, Seven Hills, NSW 1730, Sydney, Australia
Q: What do I do if my item arrives faulty?
If you receive an item which is damaged, please contact us immediately via our customer service email firstname.lastname@example.org. Please state the full name used to place the order along with your order number and photo evidence of the faulty item you have received so we can look into investigating and resolving issue for you.
Please Note: If you return a faulty item to us before emailing us and allowing us to arrange a collection for the item, we will not be able to cover the cost of your postage/return.
Q: Is my personal information safe?
We understand that your personal information is super important and we take great care in protecting your privacy when you’re using our site. We do not disclose, sell or trade any information to any third party, other than companies or authorised individuals required to fullfil your order.
Information submitted to us is required to ensure orders are valid, and shipping details are correct, so you can have the best shopping experience. Credit card security information is not collected or retained by us, it is collected by a third party payment service company called Stripe (www.stripe.com), whom are one the largest and safest of their kind in the world.
Q: Will you send me spam emails?
When you make a purchase or setup an account with us, you are given the option of receiving future communication from us. We will occasionally send marketing newsletters to you which may contain information on new arrivals, updates, and sales offers. All our customers are given the option to unsubscribe or opt-out of receiving our communications. Simply click on the “unsubscribe” link at the bottom of the email, or click here to unsubscribe from your account.
Q: Do your products have warranty?
Yes, our products come with 6 months warranty. This allows for products to be replaced if damaged due to a product fault from a manufacturing error only. Any damage caused by general wear and tear or accidental damage will not be accepted as a warranty claim.
Q: How do I wash and maintain my items without damaging them?
Please see our product care page here, check the wash tag attached on your item or send us an email at email@example.com.