Once shipped, you’ll receive an email with a tracking number. You can track your package in several ways:

• Visit our Track Order page and enter your tracking number to be redirected to 17TRACK.
• Go directly to 17TRACK and type in your number.
• Use the carrier’s official website (DHL, UPS, FedEx, etc.) with the same tracking number.

If your tracking hasn’t updated within 48 hours, it may still be in transit. International packages often experience brief gaps between scans. If your package seems stuck for more than 7 business days, please get in touch.

We take quality seriously, but if an item arrives faulty, we want to make it right. Please contact our customer service team as soon as possible with:

1. Your order number
2. A description of the problem
3. Clear photos (or a short video) showing the fault

We will review your claim and offer a replacement or refund according to our Return Policy.

We’re sorry about that. Please contact us immediately with your order number and the reference (SKU or name) of the missing item. We’ll investigate and arrange a replacement or refund as quickly as possible.

We offer two shipping methods:

• Standard Shipping: 8–19 business days (most countries)
• Express Shipping: 4–10 business days

Please note that delivery times start when your package is marked as shipped, and do not include weekends, public holidays, or customs delays. For estimated delivery times to specific countries, please see our Shipping Policy.

UPS:

• Home address: One additional delivery attempt the next day, or the parcel may be left at a nearby pick-up point. A notice will be left.
• Office address: Up to three delivery attempts. After the third attempt, the parcel goes to a pick-up point or is returned to us.

DHL:

• Home address: One additional delivery attempt the next day, or drop-off at a pick-up point. A notice will be left.
• Office address: Up to three delivery attempts. After three attempts, the parcel may be returned.

In some countries, both carriers may deliver to a safe place instead of requiring a signature.

Regular orders:

• Free cancellation within 3 hours of placing your order.
• Between 3 and 10 hours, a $5 USD processing fee applies.
• After 10 hours, cancellations are not accepted.

Pre-orders: Can be cancelled free of charge within 24 hours. After that, cancellations are not possible unless the estimated 30-day window has been exceeded.

To modify your shipping address, please contact us before the order is dispatched. Once shipped, changes cannot be made.

We offer a 30-day return policy. If you’re not satisfied, you can request a return within 30 days of receiving your order. Please review the full Returns & Exchanges page for details on eligibility, return shipping costs, and refunds. For hygiene reasons, some items (swimwear, underwear, earrings, etc.) cannot be returned.

Pre-orders allow you to reserve upcoming styles before they sell out. Estimated delivery is usually 15–30 working days from the publication date. Your order will be dispatched within three days of the item arriving at our warehouse. Please check our full Pre-Order Policy for information on cancellations and mixed orders.

We reply within 24 hours on weekdays (Mon–Fri, 9am–5pm AEST). If you haven’t heard back within 48 hours, please:

1. Check your spam or junk folder — sometimes our replies land there.
2. Resend your email to [email protected] with your original query.

Our offices are closed on weekends and public holidays, so replies may take a little longer during those times.