Q: I did not receive a confirmation or tracking email from you.
A: Please be sure to check your junk/ spam folder as these emails may go directly to this folder. If you think you entered the incorrect email address at the checkout, please contact our customer care team and they will be able to update and resend this email for you.
Q: Where can I find my order number?
A: Your order number can be found in your confirmation email and will begin with ‘BB’
Q: Do you have a separate website for NZ or US customers?
A: Yes. If you are based in NZ or USA, you will be redirected to the site dedicated to your location.
Q: How can I cancel my order?
A: Unfortunately once an order has been finalised, we cannot guarantee that this can be cancelled. Due to the high volume of orders we ship out daily, we work to ensure all orders are packed and dispatched as quickly as possible. You are more than welcome to return your order once it has been delivered.
*If you urgently require a cancellation we suggest contacting our customer care team as soon as possible on +905357858035 or if outside of business hours send an email to firstname.lastname@example.org with ‘CANCELLATION’ and your order number beginning with ‘BB’ in the subject line as soon as the order has been placed, and we will do our best to accommodate your request.
Q: I have ordered the wrong item, can this be changed?
A: Unfortunately once an order has been finalised, we cannot guarantee that any changes can be made to your order. Due to the high volume of orders we ship out daily we work to ensure all orders are packed and dispatched as quickly as possible. You are more than welcome to return your order once it has been delivered.
*If you urgently require a change we suggest contacting our customer care team as soon as possible on 0413028685 or if outside of business hours send an email to email@example.com and we may be able to cancel the order so that you can repurchase the correct item(s).
Q: What currency will I be charged in?
A: If you are shopping on our NZ store, the amounts will be shown and charged in NZD. If you are shopping on our US store, the amounts will be shown and charged in USD. For all other orders, as we are an Australian Store, the amounts will be shown and charged in AUD. For up to date currency conversion, please check this link... https://www.xe.com/currencyconverter/ The conversion will take place by your bank after the payment has been processed, so if there are any discrepancies, you will need to raise this with your bank.
Q: Can I change my address?
A: If you have placed your order using the incorrect address, please get in touch with us as soon as possible. Please note we cannot guarantee that any changes can be made to your order. Due to the high volume of orders we ship out daily we work to ensure all orders are packed and dispatched as quickly as possible. You may be able to contact the courier prior to delivery to request any updates.
*If you urgently require an address update we suggest contacting our customer care team as soon as possible on +905357858035 or if outside of business hours send an email to firstname.lastname@example.org with ‘ADDRESS UPDATE’ your order number being with ‘BB’ in the subject line, and the correct address as soon as the order has been placed, so we can try our best to accommodate your request.
Q: I have received items that I did not order.
A: If you have received an item you did not order, the incorrect size or colour, please contact our customer care team at email@example.com, including photos of the item(s) you have received, the name of the item you ordered and your order number beginning with ‘BB’.
Q: I am missing items from my order
A: If you are missing an item from your order, get in contact with our customer care team at firstname.lastname@example.org , including a photo of all of the items you have received, the name of the item(s) you are missing, and your order number beginning with ‘BB’.
Q: I have received a faulty item
A: If you believe you have received a faulty item, please send photos of the fault and a description immediately to email@example.com so that this can be resolved as soon as possible.
*Please ensure you have read the product description of each item carefully before purchasing.
Q: How do I apply my store credit/ a promotional code to my order?
A: There will be a ‘gift card or discount code’ box at the checkout that the code can be applied to. Please click apply to ensure that the code is applied to your order before you proceed.
Q: I have forgotten to add my discount to my order, am I still able to apply it?
A: Please ensure that you have applied your discount code to your order prior to proceeding with your order. Discounts/promotions cannot be applied after the order is confirmed, paid, or processing.
Q: My order has been flagged for a security check, is this legitimate?
A: We take a firm stance against credit card fraud. If a transaction is flagged in our system, we reserve the right to conduct any and all security checks to ensure that the owner of the card authorises the transaction. We will always email you from firstname.lastname@example.org If the requested security check is not complied with, we reserve the right to cancel the order.
Q: Do you process exchanges?
A: Unfortunately we are unable to process exchanges as we cannot guarantee that the requested items will be available upon return and we are unable to hold items. We do have a purchase exchange option available.
If you'd like to make a new purchase for the exchange item, we can offer a refund back to the same payment method you used on your first order, when we get to processing that return. NB: if your original payment method was a store credit gift card, your refund will be processed back to the gift card used on that order.
Q: Can I be refunded the price difference?
A: Unfortunately if the item you purchased is now on sale, we are not able to refund the price difference for this item. Our prices may change due to promotions according to stock and demand from customers. For more information contact us
Q: Where do you ship to?
A: We ship to most international locations!
You will need to enter your address at the checkout to confirm if we are able to ship to your exact location.
Q: How much is shipping?
A: We ship worldwide and provide various shipping methods,
Q: My tracking indicates that my order has been delivered
A: Your parcel may be automatically left in a safe location, please be sure to check your mailbox and surrounding areas, such as behind bins, under door mats etc, if you reside with other members, have a reception, mailing room or have neighbours closeby please be sure to check with them if they have accepted the parcel on your behalf. If you are still unable to locate your order, please get in contact with the courier as soon as possible, as they will be able to clarify where your parcel has been delivered to and where the driver has left your order. If you are unable to get in touch with the courier company directly, please let us know and we will contact them on your behalf.
Q: When will my order be shipped?
A: We aim to dispatch all orders placed before the order cut off within the same business day! Depending on where you are located and the shipping method you select, the delivery times will vary. Please refer to our Shipping Information page for more details.
Any orders placed after the cut off time slot, over a weekend or on a public holiday are shipped the following business day.
Q: When will I receive my tracking details?
A: Once your order has been dispatched, you will receive an email including your tracking information after 6pm AEST. Please check your junk/spam folder in case it has gone directly there.
Q: Will I be charged duties and tax?
A: We ship from many countries Unfortunately we do not have any control over your local Customs Authority and any fees that are required to be paid to deliver your parcel are in accordance with your country's Import laws. We recommend contacting your local customs office for more info on customs charges for your country.
Q: How can I track my order once it arrives in my country?
A: For orders shipped with standard international post or express international post, you can track your order via your local postal service once it has arrived into your country for more detailed information (eg. USPS for all US orders). For orders shipped with DHL, you can track your parcel via the DHL website.
Q: What does Return to Sender mean?
A: If your tracking indicates ‘Return to Sender’, this most likely means that the courier has attempted multiple deliveries or your parcel has been awaiting collection from your local post office and is now being returned back to our warehouse.
We will always contact the customer when a RTS parcel is received back into our warehouse. If we do not receive a response for resolution within five (5) business days, we will automatically assume that the customer does not want the parcel re-shipped and we will issue a store credit.
Q: Can I return more than one order in the same parcel?
A: Yes! Please contact our customer service team with both order numbers and the items you are returning.
Q: How long will it take to process my return?
A: Once your order has arrived back at our warehouse, please allow up to 3-4 business days for your return to be processed. We will always contact you via email once this has been processed.
Please note that during peak sale periods and public holidays our turnaround time for processing returns may increase due to a high volume of returns being received.
Q: Have you received my return?
A: Once we have received and processed your return, we will be in contact with you via email. Please note we usually ask to allow around 2-5 business days for processing, once your return has been delivered back at our warehouse.
Q: Can I return sale items?
A: Yes, we accept returns on sale items (unless otherwise specified), excluding items that pose a hygiene risk. Eg. piercing jewellery, intimates, g-string bikinis, beauty products, face masks etc
Q: Why have I not received a return label - Australia?
A: If your order meets the minimum spend of $100, you will be eligible for a free return label. The label can take up to 1 business day to be emailed to you, as this is a manual process, and may go directly to your junk folder. If your order does not meet the minimum spend of $100, you will be required to cover the cost of postage on your return.
Q: Why have I not received a return label - NZ and USA?
A: Once you have lodged your return via our online portal and your payment has been processed, your label will be emailed to you, this may go directly to your junk folder. Unfortunately we do not have access to the NZ and USA platform, so if you have not received your label, you will need to get in contact with the Omni customer care team at email@example.com They will be able to organise another label to be emailed.
Q: I didn’t receive a return slip, where can I find one?
A: If you have not received a return slip, you can include a piece of paper with your name, order number, name of the item(s) being returned and the reason so that we can process your order.
Q: What do I return my items in?
A: You can use the packaging that the parcel was delivered in, if it is in a condition that it can be securely returned, or you can purchase a new satchel from the post office at your own expense.
Q: Do I have to return the gift with purchase?
A: No, this yours to keep.
Q: How do I track my return order?
A: If you received a label from us, your return tracking number will be on the label that you were emailed. If you are not eligible for a return label and have posted your return at your expense, we strongly recommend obtaining/recording tracking on your return parcel, as we cannot check the status of the parcel and process a return without physical goods or proof of delivery.
Q: Are your clothes in AU/US or UK sizing
A: All of our items are in Australian sizing, unless stated otherwise in the product description.
Q: Where can I find the size guide?
As we stock a range of different designers and suppliers, sizing can vary between each brand.
We encourage you to read the garment description and check the size and fit details outlined for each individual product, as the sizing tab is not specific to each product.
Q: How do I convert the sizes?
A: You can view our size
XXS - 4
XS - 6
S - 8
M - 10
L - 12
XL - 14
XXL - 16
Q: Can I add multiple discount codes to my order?
A: You can only add one promotional code per order. You can view all of our promotional terms and conditions.
Q: I can’t log into my account
A: Please get in touch with our team at firstname.lastname@example.org and we will be able to check if you have an active account.
Q: The website isn’t working?
A: If you are facing any issues with the website, we would suggest clearing your cache/browsing history, then to restart your device. If you are still facing any issues we would suggest switching to another device. Please get in contact with our team if you are still having problems.
Q: How do I access my store credit?
A: Your store credit code will always be sent to you via email, be sure to check your junk folder. If you are unable to locate the email you can contact our team at
email@example.com and we can resend the code.
Q: I no longer want to receive the promotional emails...
A: All you need to do is click on the "unsubscribe" link at the bottom of any promotional email and this will update your preferences.
If you can't see the link, you'll need to access the email on your desktop and click "view message in full" and then a new tab/window will open. The link will then appear at the bottom of the message.
Q: How often do you restock items?
A: It varies depending on the item demand, we may not always restock items so if you get in contact with our team at firstname.lastname@example.org we will be able to confirm if a particular item is being restocked or not, we also cannot provide an exact date for when the garment will be back in stock, so we highly suggest signing up to the restock notification to be notified once an item has been restocked.
Q: How can I be notified if an item is being restocked?
A: If an item is out of stock in a size you are after, underneath where it says "sold out", there should be a pink box that says "email me when back in stock" if you click that, you will need to enter your details and you will be sent an alert once the item is back in stock.
Q: How often do you release new items?
A: We release new items 3 times a week - Monday, Wednesday and Friday so you will be sure to find something you love!
Q: Can I pre-order or hold an item?
A: We are unable to take pre-orders or put any items aside. If you would like to order an item that is currently out of stock we suggest signing up to the restock notification so that you are alerted once back in stock.
Q: Can I hold items in my cart?
A: If an item is in your cart this will not be held, the garment is not secured until the item has been purchased.
Q: How does the gift with purchase work?
A: You are required to add the gift to your cart, ensuring that no other promotions are being used on that same order and then the item will become free at the checkout.
Q: Why is my discount/ store credit code not working?
A: Please ensure that your order meets the criteria, and the items in the cart are eligible for the promotion. Please see our terms and conditions for more details. The full gift card code will need to be applied at the checkout separately. If you are still having any trouble please send us a screenshot of the page so we can look into the issue for you.
Q: I have not received my discount code yet?
A: Please allow up to 24 hours for the discount code to appear in your inbox and also check your junk/ spam folder as it may go directly there. If you still have not received this, please contact our team at email@example.com.