FREE Shipping over $79 AUD


FAQs

Frequently Asked Questions

General FAQS


Where are your size guides and care instructions?

We never want to send you something that doesn't fit properly so we have size guides available on all our product pages.Just click on the 'Size Guide' button on each product page. However, we understand that not being able to physically try on our garments can be hard when making your purchase. 

If you are unhappy with the size or fit of your purchase you can return it for refund/store credit as long as it meets all our return and exchange policy requirements.

Has my order been successful?

All successful order transactions will receive an order confirmation email almost instantly after checkout. If you have not received your order confirmation email after an hour, check your email junk or spam folder.If you still cannot find your order confirmation email, just email us at orders@dollboxx.com and we'll check our system to see if your order has gone through.

Why do I need to provide my phone number at checkout?

It is extremely important that our shipping couriers have a means to contact you for prompt delivery of your item. It is a necessity for international orders and saves a lot of heartache contacting you if you input the incorrect email address into your account, or your email spam settings are too high, not allowing our emails with tracking information through.

 I'm having problems ordering through your website. What can I do?

Our website is best supported by Internet Explorer, Google Chrome, Apple Safari and Mozilla Firefox. Please check that your browser is up to date. Sometimes due to browsing different sites, your cache and cookies might be full. Try emptying this out and re-logging onto our site.If you are still experiencing difficulties, contact our Customer Service team support@dollboxx.com

I have changed the website's currency to my local currency, but when I go to checkout, my order is changed back to Australian dollars.
What is going on? How much will my credit card actually be charged?

The conversion is only given as an indication of what it will cost in your local currency. 

As we are an Australian based company, all our orders are actually processed in Australian dollars. 

You will only be charged the amount that was shown in the conversion (this may differ slightly depending on your own bank's exchange rate). 

For example if you're looking at getting a bikini top for $39 AUD and it converts to $30 USD, when you go to checkout your order will be processed in Australian dollars. 

So, in this example, if your order total is $39 AUD, you will only be charged $30 USD from your bank account based on the example exchange rate

Return/Exchange FAQS


How do I return/exchange an item?

  1. To start the return process, submit a return request by filling out the online contact form on the bottom of this page. Alternatively, you can use our contact button on the bottom right of the screen, message us on Facebook or simply reply to any of your order update emails you've received
  2. Once your request has been received, we will send a returns form for you to fill out and send to us with your items. The returns form must be included with all return items, any items sent back without a returns form will not be processed
  3. Once we receive your return items and returns form, it will be processed by our team and you will either be refunded or a gift card/store credit will be issued depending on your request on the returns form

What options do I have when returning an item?

When you fill out your returns form to send back with your items, you'll have the option of either:

  1.  Store credit + $10
  2.  Refund
Store Credit: 
If you have chosen to exchange your returned items, you'll be issued a gift card/store credit to re-order the correct size/style.
Gift cards are issued for the full value of the item, even if a discount code was used when placing the order. This is so the store credit will cover the cost of re-ordering the new item.
Store credit is also issued with an additional $10 credit to cover the cost of shipping your exchange item, see below for more info on store credit.

Store credit returns can be Fast Tracked so you can receive your new items faster. See below for more info about Fast Tracked returns

Refunds: 
If you have chosen to receive a refund on your returns form, a refund will be made for the value that has been paid for the item/s. If you have used any discounts when placing your order they will be deducted accordingly from your refund. Refunds are issued via the payment method used to place your order, see below for more info on refunds.

What is a Fast Tracked return/exchange?

A Fast Tracked return/exchange means we can issue you your store credit before we receive your return items at our warehouse - which means you can receive your exchange items much quicker!


In order to Fast Track your store credit for an exchange you'll need to:


  1. Request a returns form as above
  2. Fill out your returns form
  3. Send us a photo of the items you're returning & a photo/scanned copy of the completed returns form (needs to be clear so it can be read)
  4. Tell us the shipping information of your return items, ie. Tracking number & shipping courier
Once we can verify the tracking information is valid, we'll issue you your store credit straight away - no need to wait until we receive the return items

Unfortunately we cannot Fast Track items being sent back for a refund due to previous cases of fraud
We also cannot Fast Track items if your return package does not have tracking information, again due to previous cases of fraud

How will I receive my store credit?

Your gift card/store credit for return/exchange items will be issued to your email address on file which you can use at checkout when choosing your new items

How will I receive my refund?

Refunds for return items will be credited to the payment method you used to make the purchase e.g Paypal, Credit Card, Afterpay

Paypal refunds are usually instantaneous, whereas credit card or afterpay refunds may take a number of business days for your bank/card provider to process after we issue the refund. You will receive an email notification once we have processed your refund, please be patient for credit card / afterpay refunds. If you haven't received your refund after 14 days following the email notification from us, please let us know and we will contact our payment partners

Tips for minimising returns/exchanges:

If this is your first time shopping with us & you're unsure of sizing, please read over our sizing charts and take measurements of yourself to compare to our size guides for the most accurate fit first time


We also encourage customers who are still unsure, to purchase a couple of sizes in the same style to try on in your first order, you can then send back the items that don't fit for a FULL refund - This will save you time and money sending items back & forth for exchanges - It also means you don't need to wait to wear your goodies if you're unsure of your size

Tips for reducing the cost of sending return items

If you're going to send items back for a refund/exchange here are some tips to keep the cost of return shipping down:


  • Chat to your local post office about the best and most cost effective shipping method from your location
  • Items do not need to have full tracking, however if you're requesting a Fast Track return then you must use a shipping method with tracking
  • You don't need to use an express shipping service (unless you want a refund processed sooner obviously). Express services are much more expensive, so a standard shipping option with tracking is sufficient to send return items back and will save you money
  • Ship your returns in as small a package as you can easily fit your items in (without damaging them of course), read on below for more info on how most couriers calculate their shipping costs 

Most packages are calculated for shipping cost based on either: 

Dead weight - The actual weight in KGs or Lbs of an item

or

Cubic weight - Basically the amount of space that an item takes up


The majority of shipping couriers charge on the greater of the two above, so it's important to package your items correctly to avoid paying too much


Example: 

Even if you have a really small/light item but package it in a large box, you will be usually be charged at the greater of the two measurements, which can become very costly

The best method, is to ship your returns in as small a package as you can easily fit your items in (without damaging them of course). 


We recommend re-using the postage bag that you received your items in from our warehouse. You can turn the postage bag inside out and use this to send your returns/exchanges back to us in, just be sure to secure the bag with plenty of tape so nothing comes loose :) 

By re-using the postage bag from our warehouse, you can be sure you will be packing your items at the smallest cubic weight you can without damaging them

What if my item is faulty?

We aim to provide our customers with products of the highest standard and quality. If you received an item with a manufacturing fault, our Customer Service team will help resolve the problem as fast as possible. 

Please follow the links on our EASY RETURNS page to view our page with information on returns, exchanges and refunds for faulty items. 

Please help us by providing a photo or two showing the defect/fault as well as the order number, which will speed up the returns process

Shipping FAQS


What countries do you ship to?

WE SHIP WORLDWIDE! 

If your country is not listed on the checkout page, please contact us orders@dollboxx.com and we will provide a shipping solution for you!

When will my order be shipped?

Standard orders take up to 24 business hours to be processed and prepared at our warehouse prior to shipping
Express orders are sent same day if the order is placed before midday Australian Eastern Standard Time

Once your order has been shipped, you will receive an email/SMS/Facebook message with all of your order and tracking information so you are able to track your item

As our warehouse is closed on Public Holidays and weekends, if your order was made on a Friday or the day before a Public Holiday, there is a chance it won't ship until the following Monday or next business day.

I've received my tracking number, but it's showing as invalid. What does this mean?

When your order is first shipped from our warehouse, we create a tracking number for your order straight away. 

However, it may take a day or so for the courier to update their system with the live tracking information.

Until the courier has updated their system with your tracking information, it will usually show as 'invalid tracking number'. 

Rest assured this is normal and the tracking number will become 'live' once the courier updates it in their systems.


Depending on the level of shipping service selected and the courier used, the delivery courier may take a couple of days to update their system with live tracking information.

Express services are usually updated by the next business day at the latest, whereas some standard services may take a couple of days to update

Do I need to pay import tax on my purchase (international orders)?

You may/may not have to pay an import/duty tax for your international purchase based on the import regulations of your country. 

 If you are unsure of the import taxes in your country, we would recommend you confirm this with your local customs agency before ordering. Dollboxx Pty Ltd takes no responsibility for any fees imposed by your government upon the receipt of your items. 


In some countries that impose an import tax, an item may not be released by the shipping courier until they receive the import tax payment (which is then paid to your local customs agency). 

We DO NOT receive any percentage of this payment. This is strictly a tax imposed on overseas imports by your Country's Government. However, not all Governments will charge an import tax. The responsibility is entirely on the customer to be aware of their own Government's regulations and the importing policy in their own country. 


Further information may be found in the link below: 

CALCULATING DUTY/IMPORT TAX 

Note: We take no responsibility for the validity of the information in the above link. For the most up to date information always refer directly to your own country's importing agency.

How long does shipping take?

Depending on the level of shipping service you chose at checkout (standard or express) and where you live will affect the delivery times.

The delivery times given with our shipping rates are based on the average delivery timeframes for each service and are to be used as a guide only.

Many factors outside of our control may affect the actual delivery time-frame.


The most common delays are caused by:

Courier unable to deliver (no-one is home)

Shipment held in customs awaiting import tax payment

Busy periods such as Christmas

Incorrect address given at checkout

If our system suspects an order as possibly being fraudulent, it is held from shipping until we can verify with the person making the purchase


The estimated delivery times are to be used as a guide only. We do not take into account possible delays caused by payment authorization and selected courier companies. 

We accept no responsibility for any loss or damage to goods occurring in transit. Once your parcel is in the hands of the selected courier company, it is up to the customer to follow up on any failed delivery attempts, incorrect delivery addresses, transit delays or any other shipping related issue. This is because once the parcel is signed over to the shipping carrier, it is now the customer's property and the shipping carriers now rely on information provided by the customer to successfully deliver the parcels and/or rectify any shipping issues. 

How much is shipping?

Please refer to our shipping rates guide below for shipping prices. You can also find shipping information on all product pages


afterpay

Shop now. Pay later

*Australian customers only

VIP Silver

100 Day Returns

Doesn't fit? Don't stress

VIP Gold

Get it Fast & FREE

Orders over $79 get
Free Express shipping

VIP Gold

Get the VIP treatment

Join our VIP program &
get awesome rewards

BACK TO TOP