Frequently Asked Questions

Delivery

Where do you deliver?
We currently deliver anywhere in Australia. We do not ship overseas at this time.

What does shipping cost?
Nothing. Shipping is free on every order, with no minimum spend.

How long does it take to process my order?
Orders are picked and dispatched within 1 to 2 business days (Monday to Friday). Orders placed on a weekend or a public holiday are processed on the next business day.

How long does delivery take?
Total delivery time is 6 to 9 business days from the moment you place your order. Our garments come from our fulfilment partners overseas, with the final leg handled inside Australia. Delivery times are estimates and can be affected by weather, customs and carrier delays.

Can I track my order?
Yes. You receive a tracking number by email as soon as your parcel is dispatched, and you can follow it on our Track Your Order page. Tracking can take 2 to 4 days to start updating after dispatch.

My order arrived in two parcels. Is something missing?
Probably not. If your order contains several items, they can be sent separately and arrive on different days. If an item is still missing after all the parcels have arrived, email us.

What if my order is lost or arrives damaged?
If your tracking has not updated for 10 business days, or your parcel is well past its estimated delivery window, email us with your order number and we will open an enquiry with the carrier. If it cannot be found, you choose between a full refund and a replacement. If your parcel arrives damaged, send us photos within 7 days of delivery and we will replace it or refund you in full.

Changing or cancelling an order

Can I change my order after placing it?
Contact us as soon as possible, ideally within 12 hours. Orders move to our warehouse quickly, so after that we cannot guarantee a change is still possible.

Can I cancel my order?
Yes, free of charge, at any time before your order is dispatched. If it has already been dispatched, wait for it to arrive and then use the returns process.

I entered the wrong address. What now?
Email us straight away. We can correct an address before dispatch. After dispatch we cannot change it, but if the parcel comes back to us we will contact you to arrange redelivery.

Returns and refunds

What is your returns policy?
You can return an item within 30 days of delivery if it is unworn, unwashed, in its original condition with tags attached, and in its original packaging. Full details are in our Returns and Refunds Policy.

How do I start a return?
Email info@adelinewear.com with your order number, your name, the items you want to return and the reason. We reply within 2 business days with instructions and the return address. Please do not send anything back before you have that address.

Who pays for return shipping?
If the item is faulty, damaged in transit, or we sent you the wrong thing, we pay. If you changed your mind or ordered the wrong size, you pay the actual cost of return postage.

Do you charge a restocking fee?
No, never.

Can I exchange an item?
We do not process direct swaps, because that would hold your new item up while the old one travels back. Return the item and place a new order for the size or colour you want. It is almost always faster.

What if I received the wrong product?
Contact us. We arrange the return at our cost and send you the correct item at no extra charge.

When do I get my refund?
Once your return reaches us, we inspect it and process the refund within 7 business days, back to your original payment method. Your bank can take up to a further 10 business days to show it.

It has been more than 10 business days and I still have no refund.
Check with your bank or payment provider first, since the delay is usually on their side. If it still has not landed, email info@adelinewear.com and we will chase it up.

Are there items I cannot return?
For change of mind returns, we cannot accept swimwear, shapewear, underwear or socks once the hygiene seal has been removed or the item has been worn, nor items that have been worn, washed or altered, personalised items, or gift cards. If any item is faulty or not as described, your rights under the Australian Consumer Law still apply in full.

Sizing, payment and products

How do I find my size?
Use our Size Guide and go by your body measurements in centimetres rather than the size you usually buy. Sizing varies between brands, and the measurements are the reliable part.

What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express) through Shopify Payments, plus PayPal, Apple Pay, Google Pay and Shop Pay. See our Payment Policy for details.

Are your prices in Australian dollars?
Yes. All prices are shown in AUD and include any applicable taxes.

Is it safe to pay on your website?
Yes. All transactions are SSL encrypted and processed by Shopify Payments and our other payment providers on PCI compliant systems. We never see or store your full card details.

I did not receive an order confirmation.
Check your spam or promotions folder first, since that is where it usually is. If it is not there, email us and we will resend it.