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Frequently Asked Questions
When will my order be dispatched?
Online orders are usually dispatched within two (2) business days.
How can I track my order?
You can track your order using the below delivery service links:
When your online purchase is complete you will receive an email containing your order confirmation and delivery details. We will also provide you with a link that will allow you to track and trace the status of your delivery at any time.
If you do not receive a tracking link please contact our Customer Care team, who will be happy to help you.
My order is missing an item, will it be delivered separately?
If you have an order with multiple items, these items may only be available for dispatch from separate locations.
In this instance, your order will be split into multiple orders and will be delivered separately under different tracking numbers.
Each time your order is split, you will receive an email notification with the new order details. There will not be any additional shipping charges applied to split orders.
If you have any issues with the additional tracking number for the missing product/s, please contact our Customer Care team so that they can assist you.
If unfortunately, we are unable to fulfill one of the items within your order we will refund you.
Can I make changes to my order once placed?
Unfortunately, we are unable to change or cancel your order once it is placed.
Delivery address changes can be made via Australia Post as long as the order is still in transit. Please visit MyPost to use the tracking service to redirect your parcel.
I have received the wrong order. Who should I contact?
Please contact our Customer Care team in the event you have received the wrong order.
My order is delayed, what do I do?
If you have not received your online order within 10 business days, please contact our Customer Care team and we will investigate the reasons for the delay.
During popular sales and promotions:
We will endeavor to meet our normal delivery timeframe however during popular sales and promotions we may experience delays of up to seven (7) business days.
International delivery customs delay:
Customs inspections may result in additional delivery delays.
How do I return an online order?
You are able to return your online order to our online store via post or visit us in-store. Unfortunately, we are unable to accept online returns at our Commonry David Jones concession locations.
International purchases can be sent back to our online returns facility at your own cost (unless faulty or not as described). Please contact our Customer care team for more information.
For details on our returns and exchange policy please click here.
How can I return an Afterpay purchase?
All orders purchased via Afterpay can be returned to our online store via post. Unfortunately, we are unable to accept Afterpay purchases in-store.
For details on how you can return an Afterpay purchase please click here.
I received a faulty item. What do I do?
If for some reason you receive a faulty item within your order please do not hesitate to contact our Customer Care team for assistance.
Can I exchange my order for a different size?
Unfortunately, we are unable to facilitate exchanges online at this current time.
However, if you would like to exchange your order (or part of your order) please visit us in-store and we would be happy to help.
For more information on our exchange policy please click here.
Do I need to pay duties and taxes on my international order?
Delivery cost does not include any applicable import taxes and customs duties for your order. You are responsible for the payment of any applicable taxes and duties for your order. In compliance with Australian export regulations, we must declare the exact value of all products ordered and mark them dutiable as "merchandise". The law prohibits us from marking any order as a "gift" even if you are placing an order with the intention of sending a gift to a recipient. Please check with your country's customs service for further information. Customs inspections may result in Delivery Estimate delays.
Why have I received a fraud verification email?
For your protection, all orders are reviewed for fraud and suspicious activity.
If you are a first-time customer or your payment has been identified by our payment partners as a potentially suspicious order, you will receive an email notification. Our Customer Care team will manually review your order. Your order will be held until we can confirm your identity and verify your order.
Where can I check the balance of an existing gift card?
To check the outstanding balance on an existing or previously purchased gift card please click here.