Order & shipping FAQUpdated a month ago

Can I edit my order?

This is our biggest sale and busiest time of the year (thank you!). Our warehouse teams will be working fast to dispatch all orders as quickly as possible, so please double-check your order details at checkout. Due to the high volume of orders and emails we’re receiving, changes may not be able to be made in time before your order is dispatched.

If you’ve entered the wrong shipping address, please contact our Customer Support team right away with your order number. While we’ll always do our best, changes may not be possible once your order has been packed.

If your order has already shipped (meaning you’ve received your tracking info), we won’t be able to cancel it — but you’re welcome to return the items instead. For the holiday season, we’re extending our return window to 60 days from the purchase date to give you plenty of time after Black Friday/Cyber Monday. All we ask is that the items are returned unused, in resalable condition, and with all original packaging and accessories. For more details, you can visit our Returns and Exchange policy.

We’re also unable to add or apply promotions to orders retroactively. Thanks for understanding!

What happens if something I want is out of stock?

Popular styles can sell out fast, especially during busy periods. Once an item is gone, there’s no guarantee it will return — restocks (if they happen at all) are extremely limited and often disappear just as quickly.

We always recommend snapping up your favourites early. If something you’re eyeing is unavailable, you can register for back-in-stock notifications or join our newsletter for any rare restock updates.

How long will it take to ship my order?

We typically dispatch within 1-2 business days. Due to expected high volumes, please allow an additional 2~4 business days processing time for us to dispatch your order. 

We will work very hard to ensure all orders placed during our Black Friday, Cyber Monday sale are processed as quickly as possible. However, please note that selecting express shipping will only expedite your order’s transit time, not the order processing time. Additionally, shipping times may vary during this peak season due to increased shipments across many brands worldwide.

How much does shipping cost?

With our warehouse in Victoria, Australia, free shipping is available in selected regions, depending on the specified value threshold for each region. 

Australia and New Zealand:

• Orders above AU$55 qualify for free shipping.
• Orders below AU$55 will have a shipping fee of AU$7.50 (across Australia) and AU$10/NZ$11~12 (to New Zealand). 
• Express shipping across Australia is AU$15.

Rest of Oceania:

• Shipping will be calculated at checkout.

Is Click and Collect available during the sale?

Our Click & Collect service is available from our Kensington warehouse in Victoria, Australia. It’s a quicker, more convenient alternative to home delivery and a free service for orders with no minimum purchase value. If you’re in a hurry, a same-day Click & Collect service is also available within 3 hours after the order is placed, but please make sure that the order is placed before 12 pm.

You can collect your order Monday through Thursday, anytime between 10am - 1pm and 2pm - 3.30pm or Friday, anytime between 10am - 12.30pm. Once your order is ready for collection, you will receive an email notification with more information.

Our warehouse is currently open only on weekdays. We’re closed on weekends and all public holidays. You can find more details here.

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