Frequently Asked Questions (FAQ)

What is your returns policy?
We offer a 30-day return policy for items in their original condition, unworn and with tags attached. For hygiene reasons, we cannot accept returns on certain items like swimwear, lingerie, and earrings unless they are faulty. Please note that you are responsible for the cost of the return shipping.

How long will it take to process my return?
Once we receive your returned item, please allow up to 14 business days for us to process it. We will then notify you via email about the status of your return.

What if my item is faulty or damaged?
We are sorry to hear that. If you have received a faulty or incorrect item, please contact our customer service team immediately. We will gladly cover the return shipping costs and arrange for a replacement, refund, or store credit.

I received the wrong item. What should I do?
Please accept our apologies for the error. Get in touch with our customer service team, and we will arrange for the correct item to be sent to you and provide a prepaid label for you to return the incorrect one.

How do I exchange an item?
We currently do not offer direct exchanges. The quickest way to get a different item is to return your original purchase for a refund and then place a new order on our website.

How long does shipping take?
We aim to process all orders within 2-3 business days. Delivery times then depend on your location and the shipping method selected at checkout. You will receive a tracking number once your order is dispatched.

Do you ship internationally?
Currently, we only ship within Australia.

What are the shipping costs?
Shipping costs are calculated at checkout based on the weight of your order and your delivery address. We often have promotions with free standard shipping on orders over a certain amount.

Can I change or cancel my order?
We process orders very quickly to get them to you ASAP. Therefore, we cannot guarantee that changes or cancellations can be made once an order is placed. Please contact us immediately, and we will try our best to assist, but it may not always be possible.

How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number and a link to track your package.

What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and Apple Pay.

Is my payment information secure?
Absolutely. We use secure, encrypted payment gateways to process all transactions. We do not store your full credit card details on our servers.

I have a discount code. How do I use it?
You can enter your discount code during checkout on the cart page. There will be a field to apply the code before you proceed to payment.

The website is not accepting my discount code. Why?
Please check the terms and conditions of the code. It may have expired, might only be valid for full-priced items, or require a minimum spend. If the problem continues, please contact us.

I have not received a confirmation email for my order.
First, please check your junk or spam folder. If you still cannot find it, there may have been a typo in your email address. Please contact us with your name and order details, and we can resend the confirmation.

How can I change my account password?
You can change your password by logging into your account and going to the “Account Details” section.

I can’t log in to my account.
Use the “Forgot Password” link on the login page to reset your password. If you are still having issues, please contact us for further assistance.

How do I care for my garment?
Please refer to the care label on each individual garment for specific washing and drying instructions to ensure the longevity of your item.

Where are your products made?
Our products are designed in Australia and manufactured with our trusted partner suppliers.

Are your products ethically made?
We are committed to ethical and sustainable practices. We work closely with our suppliers to ensure safe working conditions and fair treatment for all workers involved in our supply chain.

Do you have a physical store?
No, we are a dedicated online retailer. This allows us to keep our overheads low and offer you the best possible prices.

How can I contact customer service?
For any questions not answered in this FAQ, please visit our website at woollahrashop.com and use the Contact Us form. Our team will get back to you as soon as possible.