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FAQ

Orders

Can I cancel my order?

We are unable to cancel your order once it has been successfully placed. However, you are welcome to return the items after receiving them as long as the items meet our Returns Policy.

Can I change the items in my order?

Unfortunately, we are unable to change the items you have ordered once your order has been successfully placed. However, you are welcome to return the items as long as they meet our Returns Policy. You will receive the refund or store credit at your discretion. You can place a new order with the right items.

Can I change the shipping address of my order?

Please contact us as soon as possible if you wish to do so. Please note we can only change the shipping address for you before the items are dispatched.

Why have I not received the shipping confirmation email?

Our shipping confirmation emails are generated automatically. Double check in your junk or spam folders in case the email has been sent there. If still not found please send us an email to [email protected] so we can send another one to you.

What should I do if I received the wrong items?

We're sorry to hear you have received an incorrect item! Please email your order number and 3 clear photos of the item to [email protected], we will be able to assist you to get your order right as soon as possible.

What should I do if the items are damaged when they arrive?

We are trying our best to ensure you receive the items in brand new condition. However, it is possible that the items are damaged in the shipping process. We are trying our best to ensure you receive the items in brand new condition. However, it is possible that the items are damaged in the shipping process. Please email your order number and 3 clear photos of the item to [email protected], we will be happy to make a refund or store credit at your choice if we are at fault.

What should I do if items are missing from my order.

Smaller items could be wrapped up and hiding inside larger items or stuck with the parcel. Make sure all items are unpacked from the parcel. If it is still not found, please contact our Customer Care Team for assistance.

Payment and Store Credit

What credit/debit card do you accept?

We only accept Visa and Master cards.

Can I use PayPal?

Yes PayPal can be used for payment. Select PayPal as the payment method on checkout. You will be redirected to PayPal’s website to complete the payment.

Can I use Afterpay?

Yes Afterpay can be used for payment. Select Afterpay as the payment method on checkout. Please refer to Afterpayfor details.

How do I use store credit?

Absolutely. Store credit is issued as a gift card. You can use store credit on checkout by selecting the corresponding option as the payment method on checkout.

When does my store credit expired?

From the date of issue, you have 3 years to use your store credit.

How do I use promo codes?

Yes, a promo code can be typed in on checkout. Discounts will be applied to the total price is the promo code is valid for one or more items in the order. Please note only one promo code can be used for one order.

Delivery

When will my order be shipped?

Orders placed before 3 pm will be shipped on the same day. Orders placed after 3 pm will be shipped on the next business day.

How long will shipping take?

To minimise your waiting time we use Australian express post for your order. Your shipping time will vary depending on your location. Please refer to the Shipping Policy for more information.

How can I track my order?

You will be provided with a tracking number in the shipping confirmation email. We will send you shipping status notifications once they are available. You can also track your order on Australian Post’s website with the tracking number.

Returns

How do I return items?

Please go to our Return Portal with your order information to complete the return process. A return instruction email with a return label attached will be generated by the system after your return is approved. Please use the label for shipping the returned items to us. The return label is for standard shipping within Australia. For international returns please refer to our Returns Policy.

Can I return multiple items in one parcel?

Sure. You can send back multiple items in one parcel with one shipping label. However, all of the items must be from the same order.

How do I know when you have received the return parcel?

We will send you a notification email once we have received your parcel. Note the free shipping back label is for standard post only. If you need a faster return you may choose to use an express post at your own cost. If you are doing so please make sure the original packing list is enclosed.

How do I return items purchased by Afterpay

Please use our Return Portal to lodge the return. Follow the instructions and ship the items back to us as for normal orders. If the return is approved, you will receive our store credit equivalent to the price of the returned items. You will still need to complete the payment plan in your Afterpay account. Please refer the details to our Afterpay page.

When will I receive my store credit for a return?

Please allow us 5-10 business days to process your store credit after it is delivered to our warehouse.

Can I exchange items?

Unfortunately we will not be able to make a direct exchange for you. Exchange is done by returning the original items and then placing a new order for the new items with the issued store credit.

Can I exchange items?

Unfortunately we will not be able to make a direct exchange for you. Exchange is done by returning the original items and then placing a new order for the new items with the issued store credit.

What cannot be returned?

Accessories, beauty/cosmetic products, hats, intimates, stockings and final sale items cannot be returned unless they are received in defective conditions.

Product and Stock

How do I know which size to order?

You can find the measurements and the size of the model in the product information so that you can have an idea of how it will look on you. Please also refer to our size guide to find out which size is best for you. You can always return the items and place another order if the size does not fit you.

How do I know if an item is back to stock?

Please click “notify me when available” on the out of stock product page to register your email and interest, we will send you an email notification as soon as the item becomes available.

Technical Issues

How do I reset my password?

Please login your account, choose change password, then you can create a new password following the instructions.

What should I do if I forget my password?

Please click the forgot password button on the login page, the system will then send you an email to verify it’s your account and give your the instruction to reset the password.

CONTACT US BY LIVECHAT

Live Chat is available between the following hours(AEST)

Monday9:00am-9:00pm
Tuesday9:00am-9:00pm
Wednesday9:00am-9:00pm
Thursday9:00am-9:00pm
Friday9:00am-5:00pm
Saturday10:00am-6:00pm
Sunday10:00am-9:00pm

email us

CONTACT US BY EMAIL

       For general enquiries [email protected]

       For returns and exchange [email protected]

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