Frequently Asked Questions
How do I know you received my order?
Successful orders will display a Thank You page with your order number and confirmation immediately after completing your order.
A confirmation email with your order number, invoice and details will also be sent. This should come through within an hour, but sometimes can go to your spam - so please check your junk to make sure if you haven’t received a confirmation.
If you haven’t seen or received either of these, please contact our us at firstname.lastname@example.org
Can I track my order?
All orders sent from Intus HQ are sent via a traceable method via DHL or Australia Post. Upon dispatch from our warehouse you will be emailed a tracking number and link to track your parcel.
When will my order be sent out?
Orders are dispatched between Monday - Friday 8.30am - 5.30pm AEST/AEDT. Please allow up to 72 hours from order confirmation to dispatch.
Orders placed on Public Holidays or Weekends will begin their processing on the next business day.
Can I exchange an item?
Yes! For returns and exchanges, please submit a return via our returns page.
Can I get a refund?
We do not provide monetary refunds, but issue out credit notes – any item that hasn't been washed or worn can be returned. Please review our returns policy for more information (and some exceptions). Please note if the full order is returned, we provide a credit note less a flat rate shipping/handling charge of $10 AUD.
To initiate a return please email email@example.com with your order number, product name/colour/size and reason for return. A member of our team will be in contact with a Returns Authorisation number and Returns Form to lodge your return.
How long does it take for me to get a credit note?
For the vast majority of returns, it takes about 5-10 business days for us to get your package at the fulfilment centre, inspect your return, process it into inventory, and complete the credit note process.
Will I be charged customs and duties taxes?
International orders may incur import duties and taxes, these are payable by you, the customer.
If you are unsure whether this is applicable for your destination country we recommend you contact your local customs office for more information.
Parcels sent that have their customs and duties taxes refused will be returned to sender and refunded less delivery & cost of return to our warehouse.
Do you deliver to PO Boxes?
Yes, on Australian orders only. Unfortunately DHL does not deliver to PO Boxes, so please provide a residential or business address if you are abroad.
I just placed my order, can I cancel it?
We aim to process orders super quickly in our warehouse so usually we cannot change orders placed. However you can contact us using any of the methods on our contact us page.
What payment methods do you accept?
We accept payments from the following merchants through our secure third party Stripe gateway:
- AfterPay (AUS / NZ only currently)
- Laybuy (AUS / NZ only currently)
What should I do if I receive a faulty or incorrect item?
Sometimes mistakes do happen! In the event you have received the wrong or a faulty item, please contact our team at firstname.lastname@example.org with your order number for further assistance.
Why has my order been cancelled?
Sometimes products can sell out on the day of release due to its popularity. In the event we are out of stock of your item, we will contact you immediately and issue a full refund.
If only part of your order has sold out, we will offer a partial refund and send the remainder of your order, or a full refund of the entire order if you wish.
Still don't see what you're looking for?
Contact us using any of the methods on our contact us page.