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Frequently Asked Questions

1.    How do I make a purchase?

  • Browse the product on our site and find an item you would like to purchase.
  • Select the size you would like to buy and simply add it to your bag.
  • Once you add this item to your bag you will notice your bag advances by one item.
  • You will then be presented with the option to continue shopping or checkout.
  • If you are not ready to checkout you can continue shopping.
  • When you are ready to checkout just click on your bag and proceed to checkout.
  • Fill in the information as requested at checkout.
  • Once you confirm this order and process payment you will receive an order confirmation e-mail and your purchase is complete.

 

2.    Do I need to set up an account to place an order?

3.    Do you layby or hold items?

  • No, we do not offer a layby service and we do not hold items. We recommend you purchase the items you would like in order to secure the item and size.

4.    Do you ship to post boxes?

  • No, unfortunately we do not ship to post boxes and we require a residential or business address where there is someone available to sign for your package during business hours as we require a signature upon delivery.

5.    Is tax included in the price?

  • GST is included in all prices displayed on the website, GST will be itemised at the invoicing level so you can clearly see the break down.

6.    Can I track my order?

  • Once your order has been dispatched, you will receive a tracking number for you to track your parcel via StarTrack/AAE.

7.    Do you ship internationally?

  • Yes, we now ship to New Zealand for a flat fee of AUD$30. Sign up to our newsletter so we can contact you once we commence international shipping to all other countries. You can click here to view our international stockists. 
     
8.    Are duties and taxes included in the final order amount?
  • No, duties and taxes are not included in the final order amount. Please refer to your local government website for more information on the duties and taxes that you may have to pay once the order enters the country.
     

9.    How do I locate a style not featured on the website?

10.    If an item I want is sold out, what can I do?

11.    Can I add something to my order?

  • If you would like to add an item to your order after you have placed the order you will need to place a new order as we cannot add additional items to an order after it has been placed.

 

12.    Can I cancel my order?

13.    How can I pay for my order?

  • We accept MasterCard, Visa & American Express payments as well as PayPal.

 

14.    I have cut off the return tag on the garment but I would like to return the garment, is this possible?

  • Unfortunately, we do not accept any returns for any product if the returns tag is not attached. Please only cut this tag off when you have decided you would like to keep the item.

 

15.    I placed an order and expected the item within three days from dispatch however, it took 4 days. Could I get a refund for the shipping?

  • Our courier company AAE strives to deliver the item to you within the stated time but there are busy periods including sale periods and holidays where we cannot guarantee this. We are sorry for any inconvenience this has caused you, however we cannot offer you a refund for the shipping if it is delivered outside the specified period.

16.    How do I return an item?

  • To return an item please log into your account and go to your orders.
  • Select the order and item you would like to return and follow the prompts.
  • Once received, the return will be directed straight to our quality control team for assessment; if the item passes you will be approved for a return and be notified the item will be accepted.
  • If the item does not pass our QC inspection you will not be approved for a return and the item will be sent back to you.


17.    If I return an item will I be refunded the full value of the order?

  • You will be refunded the full value of the item but we cannot refund shipping costs.

18.    How long does it take for my refund to be processed?

  • Once your return has been approved for a refund it will take up to 3 business days for the refund to be processed.

19.    Do you gift wrap?

  • Yes, we offer complimentary gift wrapping and all orders are sent out in our beautiful, signature packaging.