FAQs
Shipping
Order Processing Time
We aim to dispatch all orders within 3-5 working days. Estimated delivery times are to be used as a guide only and commence from the date of dispatch.
Important: During peak season, delays to our usual processing times are expected to occur. Please allow an extra 5 working days before contacting our Customer Service Team via [email protected].
Delivery timeframe within Australia: approximately 5-7 working days.
Delivery timeframe within New Zealand: approximately 10-15 working days.
Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.
Click on the tracking number link or enter the tracking number into our tracking page.
Tracking information may not be immediately available after your order is placed. It can take a few hours for the number to become active in the carriers' system. If you don't see any updates right away, please be patient and check back later.
If you still need assistance, or have not received tracking information for your order, please get in touch with us via message or email [email protected]
Order Processing Time
We aim to dispatch all orders within 3-5 working days. Estimated delivery times are to be used as a guide only and commence from the date of dispatch.
Important: During peak season, delays to our usual processing times are expected to occur. Please allow an extra 5 working days before contacting our Customer Service Team via [email protected].
Please note these timeframes are indicative only and may be subject to change.
Shipping Within Australia
Goods ordered online will be delivered within approximately 5-7 working days. Free shipping Australia wide is available on all orders over $149. A flat rate of AU$10.00 postage and handling will be charged for any order under $149.
Shipping to New Zealand
Goods ordered online will be delivered to New Zealand within approximately 10-15 postal working days and will incur a AU$15.00 postage and handling charge.
Important: Orders over NZ$200 will incur import taxes in New Zealand. The responsibility for any customs duties, foreign taxes or other fees which may be imposed will rest with the customer. To comply with Australian export regulations, we are required to declare the exact value of all items ordered and to mark them as dutiable "merchandise". We are also prohibited by law from marking the order as a "gift", even if order is placed with the intention of sending to a gift recipient. For further information, it may be necessary to call local customs offices to gain further details.
Before placing an order, we encourage customers to use the NZ Customs Duty Estimator to avoid unexpected charges.
Parcels are distributed by the local postal services upon arrival in the destination country. Deliveries cannot be made to New Zealand PO boxes. Occasionally customs inspections may also delay your delivery by a few days.
Important: If your order has not been delivered within the specified times please contact our Customer Service Team via [email protected]. You will need to quote your tax invoice number (located on the top left side of your order confirmation email) to ensure prompt service.
Other International Orders
We are currently unable to ship to locations outside of Australia and New Zealand.
Tracking Your Order
You can track parcels in the following ways: For orders in Australia - contact Australia Post Customer Care Centre on 13 11 18. For orders to New Zealand - contact NZ Post on 0800 501 501.
Insurance
Dune London Australia insures each purchase during the time it is in transit until it is delivered to your specified delivery address. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you, for delivery purposes then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfillment by Dune London Australia and transfer of responsibility in the same way.
Yes. Free shipping Australia wide is available on all orders over $149.
Shipping Within Australia
Goods ordered online will be delivered within approximately 5-7 working days. Free shipping Australia wide is available on all orders over $149. A flat rate of AU$10.00 postage and handling will be charged for any order under $149.
Shipping to New Zealand
Goods ordered online will be delivered to New Zealand within approximately 10-15 postal working days and will incur a AU$15.00 postage and handling charge.
Important: Orders over NZ$200 will incur import taxes in New Zealand. The responsibility for any customs duties, foreign taxes or other fees which may be imposed will rest with the customer. To comply with Australian export regulations, we are required to declare the exact value of all items ordered and to mark them as dutiable "merchandise". We are also prohibited by law from marking the order as a "gift", even if order is placed with the intention of sending to a gift recipient. For further information, it may be necessary to call local customs offices to gain further details.
Before placing an order, we encourage customers to use the NZ Customs Duty Estimator to avoid unexpected charges.
If no one was home at the time of delivery, the carrier will leave the package in a safe location.
Be sure to check around your home and with neighbors / building management who may have collected the package for you.
Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.
On some occasions, packages may be marked as delivered but take additional time to arrive.
If you still are unable to locate the package, please reach out to the carrier.
If you need additional assistance, please email our team.
Returns and Cancellations
Returns Process
For all Australian orders, we are currently offering Free Returns within 30 days of purchase for orders placed at www.dunelondon.com.au only.
You can return your order for a different product of the same value or more or, a Refund to the original payment method. For more information please contact: [email protected].
Please note the following exceptions to our return and refund policy:
- Returned items must be returned in original product packaging with all tags and stickers attached.
- Returned items must have no visible signs of wear or use.
To initiate a return, please contact our Customer Service Team via [email protected].
Returns Policy
In addition to your statutory rights, Dune London Australia gladly offers the ability to return your items within 30 days of the date of purchase (or within 30 days of receiving the order for online purchases). All items must be unworn in their original condition and original packaging to qualify for return.
Please note: Shipping costs of already dispatched orders are non-refundable.
This policy does not affect your rights under the Australian Consumer Law. If you purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement. Further information is available at https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund
Your original receipt is required as proof of purchase. We offer the below return options depending on the item you are returning:
- Full Price Items: Items purchased at full price (no promotions / discounts applied) can be returned online and are eligible for an exchange or refund to the amount equal to the purchase price of the returned item(s).
- Promotion Items: Items purchased with a promotion (e.g. 20% Off Full Priced Pumps) can be returned online and are eligible for an exchange where the required size is available or refund to the amount equal to the purchase price of the returned item(s).
- Sale Items: Items purchased at clearance markdown price online for an exchange where the required size is available or refund to the amount equal to the purchase price of the returned item(s).
- Faulty Items: If you feel your item is faulty please contact the Customer Service Team via [email protected] to discuss your options.
Our team is open to review cancellation requests for orders placed within 1 hour from request.
Please email, message or call our team with your cancellation request as soon as possible.
You will receive confirmation of your cancellation if we’re able to make it happen.
Please note that even within this period, we may not be able to cancel your order as it might already be in processing or shipment.
If you have already received your order shipment confirmation email, it is definitely not possible to cancel your order. However, you can always request a return or exchange once your order arrives.
Ordering
Once your return has been received and processed, you will be notified via email when the refund has been issued.
Please allow 5 business days for the refund to reflect in your account.
Once an order is placed, we are unable to make changes to the order. However, if you need to update your shipping address or contact information, please contact our customer service team immediately via chat or email [email protected]
Sorry about that. Please make sure you’ve created your account and then activate your account to log in to the new site. You should have received an email from us to activate the account.
If you have not received your account activation email, or need further help with your customer account, please message us or email [email protected]
To apply a promo or discount code:
• Proceed to checkout and enter your code in the Discount Code field.
• Click Apply to see your new total before finalising your order.
• Only one code can be used per order.
If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.
If the problem persist, please get in touch with us via chat or email [email protected]
Order Issues
We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email [email protected] for further assistance.
Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.
While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can!
We’re sorry to hear your item(s) arrived damaged!
We’ll do our best to help. Please contact us via chat or email [email protected] our team providing your order number and image(s) of your damaged item for further assistance.
While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation as best we can!