Frequently asked questions...

Shipping

How much will it cost to ship my order?

Shipping within Australia is free. We use a courier service with tracking whenever possible (this is why we need a street address to send out your order). Places in Australia that the courier doesn’t go to, your parcel is sent with Australia Post, again with a tracking number. International orders cost $10AUD are sent with a courier service which usually uses your local postal service in the destination country. All items are shipped with a tracking number.

How quickly will you ship my order?

If an item is in stock, it will be shipped within 2 business days after the order is received. If your garment is being made to order, it will ship within 2 business days after the item has been made for you. Please note that make times for garments vary between 2 weeks and 2 months, depending on issues such as the complexity of the garment, and whether the fabric needs to be printed first.

Please note that all shipping times are delayed due to the pandemic.

How long will it take for my order to arrive once it has shipped?

Shipping times vary:

• metro areas usually 2–5 days
• regional usually 5–10 days
• international usually 2–4 weeks

Returns

You can return any items purchased at full price within 7 days of receipt of the garment if the item is:

• In its original saleable condition – unworn, unmarked, unwashed and undamaged
• All labels are still attached to the product (care instructions, size tags and the barcoded swing tag).

Returns that are accepted are eligible for a refund, store credit or exchange.

Please note that all sale & sample items have been heavily discounted, they are sold as-is and as such are not covered by the refund policy listed above.

Under Australian Consumer Law, the customer is only entitled to a refund or replacement for a major problem with a product covered by consumer guarantees.

Sizing

We’re sure you’ve noticed that not all sizes are created equal. Please check your measurements against our size guide to ensure you select the right size for you in our garments. If you have any extra questions, please don’t hesitate to send us a message, either here, or on our facebook or instagram pages, to get some expert advice.

All Joolz garments are designed with a pear shape in mind, so there is extra room through the hips in all our designs. Check your bust and waist measurements, and remember that there is some extra room at the hip for you in our styles.

Here's how to measure to ensure that you get the correct fit every time. Please note that it is best to measure over your undergarments for more accurate results and always hold the measuring tape level and firm but not tight.

Bust – The most accurate bust measurement is achieved by measuring under your arms and over your bust. If you can get someone to do this for you while you hold your arms out to the side, that’s perfect!

Waist – Measure around your natural waistline.

Hip – Measure around the fullest part of your hips, which is usually about 20cm down from your waistline.

Size Guide