FAQ
The questions we are asked most often. If yours is not here, email [email protected] — we reply within 1 business day.
Ordering & payment
What currency are your prices in?
Every price is shown and charged in Australian Dollars (AUD), displayed as A$. GST of 10% is included where applicable. If your card is in another currency, your bank converts at its own rate and may add a foreign transaction fee.
What payment methods can I use?
PayPal, Visa, Mastercard, American Express, Apple Pay and Google Pay. Payments are handled by Stripe and PayPal. See Payment Methods & Security.
Is it safe to enter my card details?
Yes. The entire site runs on HTTPS, and the card fields are hosted by our PCI DSS Level 1 payment provider — your card number goes directly to them and never reaches our servers. We only ever see the last four digits.
What will show on my bank statement?
“ARINESSY”. If you see a charge you do not recognise, check that first, then email us before disputing it — we can identify the order immediately.
My payment was declined. Why?
Declines come from your bank, which does not tell us the reason. Usually it is a mismatched billing address, insufficient funds, an expired card, or your bank blocking an unusual transaction. Check the details, try another method, or call your bank.
Can I change or cancel my order?
Email us straight away. We dispatch within 1–2 business days, so if it has not shipped we cancel and refund in full. If it has shipped, return it once it arrives.
Do you offer subscriptions or afterpay-style instalments?
We do not sell subscriptions, so there is nothing recurring to cancel. Each charge follows an order you placed.
Shipping & delivery
Where do you ship to?
Australia and New Zealand. We dispatch from Australia with Australia Post and Aramex.
How long will it take?
We dispatch within 1–2 business days. After that, 2–5 business days to Australian metro areas and 4–8 business days to regional areas. Express is 1–3 business days to metro. Full detail is on the Shipping & Delivery page.
What does shipping cost?
Standard A$9.95, express A$14.95. Standard shipping is free on Australian orders over A$150. The cost is shown at checkout before you pay — nothing is added afterwards.
Will I get tracking?
Yes, in your dispatch email. The first scan can take up to 24 hours to appear.
Tracking says delivered but I have nothing.
Check with your household, neighbours and local post office first, then contact us within 7 days. We open a carrier investigation, and if the parcel is confirmed lost we replace or refund it at no cost to you.
Will I pay customs duty?
Not on Australian deliveries. For international deliveries, any import duty or tax charged by the destination country is payable by you and is not included in what you pay us.
Sizing & fit
How do I know what size to order?
Use the Size Guide for body measurements and AU/US/UK/EU conversions. Each product page lists the sizes available and a note on how the style fits.
I am between sizes.
Take the larger size for tailored, lined and non-stretch styles; stay with the smaller size for knits and relaxed fits. Or email us your measurements and the style — we will tell you which to take.
Is the colour on screen accurate?
We photograph under consistent light and do not adjust garment colour, but every screen renders differently, so we cannot guarantee an exact match. Colour difference alone is covered by our change-of-mind returns.
Returns, exchanges & refunds
What is your returns policy?
30 days from delivery, unconditional — no reason required. The only requirement is that the piece returns undamaged and in resaleable condition. A few items are excluded for hygiene reasons (intimates and swimwear with the liner removed, pierced jewellery, gift cards). Full detail: Refund & Returns Policy.
Who pays return postage?
You pay for a change of mind. We pay — with a prepaid label — if the item is faulty, damaged, not as described, or if we sent the wrong thing.
How long does a refund take?
We process it within 2 business days of approving your return. Your bank or PayPal then takes 5–10 business days to display it. Refunds go only to the original payment method.
Can I exchange for a different size?
Yes, within 30 days, subject to stock. Once your return arrives we ship the replacement free.
My item is faulty.
Email us with photos. Our goods carry guarantees that cannot be excluded under the Australian Consumer Law — depending on the failure you are entitled to a repair, replacement or refund, and we cover postage both ways. This is not limited to the 30-day window.
Account & privacy
Do I need an account to order?
No, you can check out as a guest. An account simply keeps your addresses, order history and wishlist.
What do you do with my data?
We use it to fulfil your order, provide support and prevent fraud. We do not sell your personal information. See our Privacy Policy and Cookie Policy.
How do I unsubscribe from emails?
Use the unsubscribe link at the bottom of any marketing email — it takes effect within 5 business days. You will still receive transactional emails about orders you have placed.
How do I get a copy of my data, or have it deleted?
Email [email protected]. We respond within 30 days.
Still need help?
Email: [email protected] · Live chat: bottom-right of any page · Hours: Monday to Wednesday & Friday 10am–4pm · Thursday 10am–5pm · Saturday 10am–4pm · Sunday closed (AEST)