FAQ

🚀 Shipping

We offer simple and affordable shipping options by Australia Post to suit any need and budget. Shipping times kick in when your parcel has left our warehouse: we dispatch orders on every business day.

AUSTRALIA

metro & city areas
• standard: 3-5 business days from $6.50
• express: 1-3 business days from $12.70

regional areas
• standard: 5-12 business days from $6.50
• express: 3-7 days from $12.70

INTERNATIONAL

New Zealand
• 
standard (non-trackable): 9-12 days from NZD$10.95
• express (trackable): 3-5 days from NZD$19.70

USA, Canada, Europe
• 
standard (non-trackable): 14-25 days from USD$6.90 / GBP£5.45
• express (trackable): 4-6 days from USD$26.10 / GBP£20.65

Rest Of The World
• 
standard (non-trackable): 17-32 days from USD$6.90
• express (trackable): 8-12 days from USD$26.10

We are pleased to offer Free Standard Shipping Australia-wide on all orders over $250 unless otherwise stated using Australia Post. If your cart reaches this amount, you'll be able to select free shipping at the checkout.

Yes, we deliver to postboxes, parcel lockers, locked bags, even if you live outside of Australia. Just enter your correct shipping address into address line 1 when filling out your order details at the checkout.

You will receive a dispatch notification email containing your tracking number. Don't forget to check your spam/junk folder regularly, automated emails sometimes land there. You will then receive email and/or sms notifications directly from the carrier updating you on the progress of your order.

Please note, if you live outside of Australia, Standard shipping does not include tracking. If you wish to have tracking option during the delivery process, you'll need to select the International Express service.

No. Unfortunately at this stage all online orders must be sent to a nominated address or PO Box.

All orders are shipped with Authority To Leave, this means that the courier will generally leave your order at the front door or letterbox. If you will not be present to accept your delivery or you feel that your address is unsafe to have a parcel left unattended, we recommend choosing an alternate address such as your work address.

Once the parcel has been delivered to your shipping address, we take no responsibility for any damage or theft that may occur.

The driver can use their discretion to not leave the parcel, in that case they will leave a note for you to either collect your order at your local post office, at a local collection point or arrange a redelivery.

Unfortunately we are unable to supply estimated duties and taxes as this information will vary by country. You will be responsible for all duties, taxes and customs charges. We do not accept any responsibility for customs delays, duties or taxes that may apply in the destination country.

In the unlikely event that you have waited over 2-3 days for your delivery on top of the initially advised delivery time, please contact us stating your order number and we will help facilitate your enquiry.

We are happy to change or amend your shipping details if the request is received before your order has been packed. We usually process orders within 1-2 business days so please contact us as soon as possible. Once your parcel is left our warehouse, you can redirect the parcel by contacting the courier.

📮 Returns

Items can be returned within 14 days of receipt. The original tags / labels must be attached, the products must be unworn (try on is okay), unused, unwashed and not damaged.

Use your order number and email address to complete the return form by clicking on the button below:

LODGE YOUR RETURN


The return label is FREE for all customers based in Australia if you select store credit, otherwise you'll be charged $9.50 return fee. 

Once the return request is completed, we will immediately email you a paid* Australia Post return label (Australian customers only). All returns will be inspected upon receipt and we may refuse any refunds that don’t meet the conditions above.

If you select store credit, a unique code will be emailed to your registered email address with an equivalent value of the returned product(s). Store credits are valid up to 180 days.

In case of selecting the refund option, the full purchase price of the returned product(s) (minus $9.50 return fee for Australian customers) will be refunded to the original payment method. Please note that it can take up to 5-10 business days for the transaction to appear on your account depending on your bank.

SALE ITEMS - Please choose carefully as we are unable to refund products on sale if you change your mind. If the item is faulty or does not do what it is supposed to, we can offer a refund, exchange or store credit within 30 days of purchase.

SWIMWEAR/UNDERWEAR - To protect your health and the health of others, we are unable to refund or exchange these items if you change your mind.

SHIPPING CHARGE - Original shipping charges are non-refundable, unless your order was faulty or incorrectly packed.

The refunded amount will be processed straight back to your ZipPay or Afterpay account once we have received your returned parcel. Please note, that your ZipPay or Afterpay instalments will continue to be taken out as usual until we receive your return parcel.

For more information how refunds work with Afterpay click here, for ZipPay click here.

If you chose to get store credit for your return, your ZipPay or Afterpay instalments will continue to be taken out as usual until the original order has been paid in full.

If you believe that an item you have purchased has a manufacturing fault, (we are very sorry!) please proceed with this return form and select "faulty".

Our quality control team will assess the garment, and if it is deemed to have a manufacturing fault, we will gladly organise a free replacement or full refund, at our discretion.

💰 Payments

• Visa, Mastercard or American Express debit or credit cards
• PayPal
• Afterpay (Australian & New Zealand residents only)
• ZipPay (Australian residents only)
• Gift Cards

Cheque, cash on delivery or bank transfer payments are not accepted for online orders.

If you are a business customer and have already been invoiced manually, you can make payments online by opening the pdf invoice and clicking on the PAY NOW button on the bottom. Otherwise, please make payment by bank transfer using the account details on the invoice.

Redeem your store credit or use a discount code during checkout by typing (or pasting) your personal code into the "Discount Code" field, then hit the "Apply" button. Once the promotion is applied, it will then be visible in your updated cart total.

Please note only one promotion can be entered per transaction. Once your payment has processed, you cannot go back and apply your discount code.

If you pay by credit or debit card, you may see a $1 pending charge on your bank statement as part of the card authorisation process. This is a temporary authorisation charge and it will disappear from your statement.

When using card payment, our payment gateway sends a request to the issuing bank for either a $0 or a $1 authorisation to verify that the card is valid and the bank will allow it to be authorised. 

Regardless of whether or not the authorisation is declined, the payment gateway will reverse the authorisation request immediately, but it may take 5-7 business days for the pending authorisation to disappear from your bank statement.

Afterpay is a way to place an online order without needing to pay the whole amount upfront! Shop online, we'll send your order and you pay the items off over 4 payments.

How to use it?

Select Afterpay as your payment method at the checkout. If you are using Afterpay for the first time, you can simply choose Afterpay as your payment method at checkout. Once the order is approved by Afterpay, you will be able to make more purchases using Afterpay by simply entering your Afterpay log in details and CVC upon checkout.

Please note, all items in your shopping bag must be eligible for Afterpay and the bag value must not exceed $2000.

To make a purchase using Afterpay you will need:

• An Australian or New Zealand residential address
• A debit or credit card
• To be over 18 years of age

How does the payment schedule work?

All new Afterpay customers are required to make their first payment at the time of purchase, with the remaining three payments deducted automatically each fortnight from your nominated card, unless voluntary payments are made. You will no longer be considered a new Afterpay customer after you have completed your first order in full.

Thereafter, your first payment will be deducted 2 weeks after your purchase for orders under $500 and at the time of purchase for orders over $500. You can login to your Afterpay account to view your payment schedule and make a payment before the due date.

What if I can’t pay an instalment?

If you fail to make a payment, you will be charged a $10 late payment fee by Afterpay with a further $7 late payment fee added seven days later if the payment is still unpaid. Please see Afterpay Terms and Conditions here.

What cards does Afterpay accept?

Afterpay currently accepts Mastercard and Visa credit and debit cards issued in Australia. Unfortunately Afterpay does not accept any prepaid cards or foreign debit/credit cards.

How do refunds work?

Simply lodge your return as usual on our website and send it back to us just like you usually do. If a refund is required and no amounts have been deducted from your card, the payments will be cancelled with Afterpay. Otherwise, once we’ve processed your refund, the funds will be credited back to the connected card of your Afterpay account.

Visit the Afterpay website here for a comprehensive list of FAQs and check out Afterpay’s Privacy Policy found here.

If you have a question about your Afterpay account, please contact the Afterpay toll-free customer support line at 1300 100 729 or email them using the contact form found here.

ZipPay is a reusable account of up to $1000 that lets you shop now and pay later. No upfront payments and interest free always. Make as many purchases as you like up to your account limit, then set up flexible repayments to suit your lifestyle. Easy as.

How does it work?

Select ZipPay at the checkout, apply in moments and get approved for up to $1000 on the spot. That’s it - your purchase is all yours, with nothing to pay today. Interest free always.

How do repayments work?

Your first payment won’t be due until the end of next month. When you open your account, we’ll set up a monthly payment of $40 (or less if the amount you owe is under $40). This will come from your linked debit card on the last day of each month and run until your purchases are paid off.

Am I eligible for Zip Pay?

To be eligible to apply for a Zip Pay account, you need to:

Be an Australian citizen or permanent residentBe at least 18 years of ageHave a valid Facebook or PayPal account, in your own nameHave a valid debit card, in your own nameHave not declared bankruptcy or insolvencyPlease note, ZipPay is only available to customers with an Australian billing address. Customers with international billing addresses will not be able to create a ZipPay account.What are the fees?

Zip Pay is 100% interest free, always. There’s a $6 monthly account fee, this monthly fee is waived if your closing balance is paid by the due date. No balance no fee. And you’ll pay nothing upfront - there are no setup fees and no hidden charges. 

If you don’t meet your minimum monthly repayment, a $5 late fee may apply. That’s it.

How do refunds work?

Simply lodge your return as usual on our website and send it back to us just like you usually do. If a refund is required and no amounts have been deducted from your card, the payments will be cancelled with ZipPay. Otherwise, once we’ve processed your refund, the funds will be credited back to the connected card of your ZipPay account.

Visit the ZipPay website here for a comprehensive list of FAQs found here.

If you have a question about your ZipPay account, please contact their customer support line at (02) 8294 2345 or email them at hello@care.zip.co.

🖥 Online ordering


1️⃣ Select a product category from the top menu.
2️⃣ Click on the product you would like to purchase.
3️⃣ Select the desired size and click on the size label. Some sizes might be sold out, those labels are crossed and greyed out, however clicking on them will prompt you to subscribe for restocking notification.
4️⃣ If you would like to buy more than one, adjust the quantity.
5️⃣ Click on the ADD TO CART button
6️⃣ Repeat the previous steps if you'd like to order more items, otherwise click on the CHECKOUT button on the bottom of the slide-in cart window.
7️⃣ When you're on the checkout page, fill in your details and use your discount code on the top right (if applicable), then click CONTINUE.
8️⃣ Select your desired shipping method, then click CONTINUE.
9️⃣ On the last page, select the payment method of your choice, follow the prompts and complete the payment.
🔟 If successful, you'll be seeing a big THANK YOU on the top of the next page, along with the details of your order below.

Rest assured that your personal information is fully secure every time you make an order. We value your privacy and work hard to ensure that your details are secured and never released to any other party. We strive to ensure that every transaction occurs within a secure environment.

Unfortunately, we are unable to make changes to your order once it has been placed, this includes removing or adding items. If you've made a mistake with your address, please contact us immediately, we will make every effort to update the address details.

We can attempt to cancel your order, if it hasn't been dispatched yet. After this time you can return unworn items within 14 days of receiving your order.

Pre-order and backorder items can be purchased now, however they will only be shipped at the stated release / restocking date or shortly after. It's a great way to ensure you get an item that's heavily in demand.

Please note, the delivery dates are ESTIMATED lead times on these special items only. Shipping dates for pre-ordered and backordered goods are subject to change without notice. We will update the product page with any changes as they happen.

If you purchase a pre-order item along with other item/s, your order will not be shipped out. Your order will be held in dispatch until your pre-order item arrives. If you would like your items to be shipped out separately from your pre-order item, you will need to make two seperate purchases.

Pre-orders and backorders are charged at the time of purchase, not when we ship them out. If you need to cancel or change a pre-order or backorder, please contact us as soon as possible to ensure your order is updated in a timely fashion.

To make your life as easy as possible ✌️ When you place an order, your information will be filled in automatically + you will be able to see a full list of your previous purchases. Furthermore, if you choose to sign up, our weekly info-mail is where we stash all the good-to-know information about new products and deals. 

Unfortunately not, at this stage we accept orders placed online only. However, if you are after customised gear in bulk, please do contact us or head to our "Customisation" section for more information.