FAQ
The questions we get most. If yours is not here, email [email protected] — we reply within 1 business day.
Ordering & payment
What currency are your prices in?
All prices are shown and charged in Australian Dollars (AUD), displayed as A$. GST of 10% is included where applicable. If your card is in another currency, your bank converts at their rate and may add a foreign transaction fee.
What payment methods can I use?
PayPal, Visa, Mastercard, American Express, Apple Pay and Google Pay. Payments are processed by Stripe and PayPal. See Payment Methods & Security.
Is it safe to enter my card details?
Yes. The whole site runs on HTTPS, and card fields are hosted by our PCI DSS Level 1 payment provider — your card number goes straight to them and never touches our servers. We only ever see the last four digits.
What will show on my bank statement?
“AURELLE”. If you see a charge you do not recognise, check that first, then email us before disputing it — we can identify the order straight away.
My payment was declined. Why?
Declines come from your bank, and they do not tell us the reason. Usually it is a mismatched billing address, insufficient funds, an expired card, or your bank blocking an unusual transaction. Check the details, try another method, or call your bank.
Can I change or cancel my order?
Email us straight away. We dispatch within 1–2 business days, so if it has not shipped we will cancel and refund in full. If it has shipped, return it once it arrives.
Do you offer subscriptions or afterpay-style instalments?
We do not sell subscriptions, so there is nothing recurring to cancel. Every charge follows an order you placed.
Shipping & delivery
Where do you ship to?
Australia and New Zealand. We dispatch from Australia with Australia Post and Aramex.
How long will it take?
We dispatch within 1–2 business days. After that, 2–5 business days to Australian metro areas and 4–8 business days to regional areas. Express is 1–3 business days to metro. Full detail on the Shipping & Delivery page.
What does shipping cost?
Standard A$9.95, express A$14.95. Free standard shipping on Australian orders over A$150. The cost is shown at checkout before you pay — nothing is added afterwards.
Will I get tracking?
Yes, in your dispatch email. It can take up to 24 hours to show its first scan.
Tracking says delivered but I have nothing.
Check with your household, neighbours and local post office first, then contact us within 7 days. We will open a carrier investigation, and if the parcel is confirmed lost we replace or refund it at no cost to you.
Will I pay customs duty?
Not on Australian deliveries. On international deliveries, any import duty or tax charged by the destination country is payable by you and is not included in what you pay us.
Sizing & fit
How do I know what size to order?
Use the Size Guide for body measurements and AU/US/UK/EU conversions. Each product page also lists the flat measurements of that garment, the fabric composition, and the model’s height and the size she wears.
I am between sizes.
Size up for tailored, lined and non-stretch styles; stay with the smaller size for knits and relaxed fits. Or email us your measurements and the style — we will tell you which to take.
Is the colour on screen accurate?
We photograph in consistent light and do not alter garment colour, but every screen renders differently, so we cannot guarantee an exact match. Colour difference alone is covered by our change-of-mind returns.
Returns, exchanges & refunds
What is your returns policy?
30 days from delivery, unconditional — no reason required. The only requirement is that the piece comes back undamaged and in resaleable condition. A few items are excluded for hygiene reasons (intimates and swimwear with the liner removed, pierced jewellery, gift cards). Full detail: Refund & Returns Policy.
Who pays return postage?
You do for a change of mind. We do — with a prepaid label — if the item is faulty, damaged, not as described, or if we sent the wrong thing.
How long does a refund take?
We process it within 2 business days of approving your return. Your bank or PayPal then takes 5–10 business days to show it. Refunds go to the original payment method only.
Can I exchange for a different size?
Yes, within 30 days, subject to stock. We ship the replacement free once your return arrives.
My item is faulty.
Email us with photos. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law — you are entitled to a repair, replacement or refund depending on the failure, and we cover postage both ways. This is not limited to the 30-day window.
Account & privacy
Do I need an account to order?
No, you can check out as a guest. An account just keeps your addresses, order history and wishlist.
What do you do with my data?
We use it to fill your order, provide support and prevent fraud. We do not sell your personal information. See our Privacy Policy and Cookie Policy.
How do I unsubscribe from emails?
Use the unsubscribe link at the bottom of any marketing email — it takes effect within 5 business days. You will still get transactional emails about orders you have placed.
How do I get a copy of my data, or have it deleted?
Email [email protected]. We respond within 30 days.
Still stuck?
Email: [email protected] · Live chat: bottom-right of any page · Hours: Monday to Friday, 9:00 am – 5:00 pm AEST (excluding Victorian public holidays)