FAQs
FREQUENTLY ASKED QUESTIONS
Here you’ll find answers to the most common questions about our products, orders, delivery, and returns.
ORDERS & SHIPPING
How long is the delivery time for my order?
Each order is handled with the greatest care within 1–2 business days. Delivery then usually takes 6–9 business days, depending on the destination and chosen shipping option.
What delivery options do you offer?
We work only with carefully selected logistics partners. You can choose between standard shipping, express delivery, or home delivery – depending on what suits you best.
How much does shipping cost?
We always offer free shipping on all orders, regardless of order value or destination.
How can I track my shipment?
As soon as your order leaves our warehouse, you will receive a personal tracking link via email. Here you can follow every step of the delivery, or visit our “Track Your Order” page.
Do you deliver internationally?
At the moment, we deliver exclusively within Australia. This ensures the highest level of service, fast delivery, and a careful experience from order to delivery. Our goal is to provide a seamless and premium shopping experience, which is why we focus fully on the Norwegian market.
Can I change or cancel an order?
Please contact us as soon as possible. If the order has not yet been shipped, we will do our utmost to adjust it according to your wishes.
What happens if I’m not at home during delivery?
Your package will be delivered to the nearest pickup point, and you will be notified via SMS or email.
I haven’t received an order confirmation – what should I do?
First, check your spam folder. If the email is missing, please contact us and we will resend the confirmation immediately.
What happens if my package is lost during transport?
If something unforeseen occurs during delivery, we take full responsibility. Our customer service team will personally assist you in tracking the shipment and ensure that you either receive a replacement item or a refund.
What should I do if my delivery is delayed?
Our customer service team will follow up on your shipment and make sure you receive your items as quickly as possible.
RETURNS & REFUNDS
How do I register a return?
To ensure a smooth and personal handling of your return, please contact our customer service. We will guide you through the entire process and make sure everything is handled safely and professionally.
How long do I have to return an item?
We offer a generous 30-day return period from the day you received your order, giving you plenty of time to try on your items in peace.
Does it cost anything to return?
Within Australia, returns are always free of charge.
When will I receive my refund?
As soon as we have received and approved your return, we will process your refund within 5–10 business days, using the same payment method as at the time of purchase.
Can I exchange an item for a different size or color?
Yes, we are happy to help you exchange for another size or color, as long as the item is available. Contact customer service, and we will reserve the correct item for you.
Can I return sale items?
Yes, sale items are also covered by our return policy. You should always feel confident shopping with us.
What should I do if I received the wrong or a defective item?
If something is wrong, please contact us immediately. Provide your order number and attach a photo, and we will quickly arrange a replacement or a refund.
Can I return jewelry or underwear?
For hygiene reasons, we unfortunately cannot accept returns of underwear or earrings, unless the item was defective upon delivery.
How do I know that you have received my return?
As soon as your return has been registered with us, we will send you a confirmation email and initiate the refund process.
Can I return items in a physical store?
At the moment, all returns are handled by post. If we open showrooms or pop-up stores in the future, we will also offer in-store returns.
GENERAL
How do I know which size to choose?
Each product comes with a detailed size guide. If you would like personal advice, our customer service is always available to help you find the perfect fit.
What materials do you use in your garments?
We work exclusively with carefully selected, high-quality materials. Each fabric is chosen for its feel, durability, and refined appearance.
How should I take care of my garments?
We recommend gentle hand washing or dry cleaning to preserve quality. Specific care instructions can be found both on the garment itself and on the product page.
Do you accept different payment methods?
Yes, you can securely pay with major credit and debit cards, Klarna, as well as international payment solutions.
Is my payment safe with you?
Absolutely. All transactions are processed through encrypted payment systems that meet the highest security standards.
Do you offer gift cards?
Yes, we offer both digital and physical gift cards – the perfect gift for anyone who appreciates exclusive fashion.
How do I contact customer service?
You can easily reach us via email, chat, or phone. Our opening hours are Monday–Friday 08:00–20:00 and Saturday–Sunday 08:00–18:00.
Can I get personal styling assistance?
Yes, our customer service also offers personal styling advice. We are happy to help you combine pieces and find the right look for your occasion.
How long does it take to receive a reply from you?
We always strive to respond within 24 hours on weekdays. During busy periods, it may take a little longer, but we always prioritize providing you with a professional and attentive response.
Do you have a physical store?
At the moment, we are an online-only store. However, in the future, we plan to open exclusive pop-up stores and showrooms.
