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FAQ

CONTACTING US

HOW DO I CONTACT CUSTOMER CARE?
You can email info@outwithaudrey.com.au or fill in our Contact Form. We will try our best to respond within 24 hours. If you haven't received a response within 24-48 hours, please check your spam/junk folder.


PAYMENT

WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Credit Card (excluding Diners and American Express), Debit Cards, Paypal and Afterpay.


IS IT SAFE TO PAY WITH MY CREDIT CARD ON OUT WITH AUDREY?
We use the safest and most secure payment gateway in the industry in eWay and PayPal to process all credit card payments. Our shopping cart is PCI Compliant and 128-bit SSL certified. It has the same level of encryption as the large banks, your SSL keeps your information secure at all times. For more information see our Payment and Security Policy.


ORDERING

WILL I RECEIVE A CONFIRMATION EMAIL AFTER I PLACE AN ORDER?
Yes, you will receive an email confirmation after placing your order to confirm that we have received your order. If for some reason, you did not receive an email, please check your spam/junk folder first before emailing info@outwithaudrey.com.au


WILL I RECEIVE A NOTIFICATION EMAIL ONCE MY ORDER HAS BEEN SHIPPED?
Yes, you will receive an email notifying you that your order has been shipped.


I JUSTED PLACED AN ORDER WHEN WILL IT BE SHIPPED?
We require 1-2 business days to process your order.
Order placed before 2pm (AWST) Monday to Thursday will be posted out the same day. Orders placed after 2pm (AWST) will be sent out the following day.
Orders placed on Friday's after 2pm (AWST) will be sent out on the following Monday.

Orders that contain pre-ordered items are shipping once the pre-ordered merchandise has arrived in our office. We recommend placing separate order for available items and pre-ordered items. Orders are not shipped on the weekends or public holidays.

 

I JUST PLACED MY ORDER. CAN I ADD ANOTHER ITEM TO IT?
Unfortunately we cannot add items to an existing order. A separate order must be made.

 

WHAT IF A PRODUCT I WANT IS SOLD OUT?
Fill in the notify me section on the product page. Ensure to select your size. If we receive a high volume of requests we will try our best to restock the item. Some items may be re-ordered therefore the pre-order option will be available.
 
I JUST PLACED AN ORDER BUT I WANT TO CANCEL IT?
We can cancel your order and issue you with a online credit note only. Unfortunately once you have placed your order it cannot be refunded. No exceptions will be made.


WHAT IS A PRE-ORDER?
We often place items which are on high demand on pre-order, which means you pay for the item in full and we'll reserve the item for you.
As soon as our delivery arrives all pre-orders are sent out the same day with a confirmation email sent to each customer. We do not accept responsibility for delays on the Supplier's behalf and do not accept cancellations because of this. Our estimated delivery date for pre-order items are our best estimates only.


Please note that if you placed an order which includes a pre-order item, the whole order will be shipped out together once the pre-order item is received. If you would like to arrange for separate shipping, please send an email to info@outwithaudrey.com.au to arrange for additional payment.
If you have purchased an item and on the very rare occasion it is out of stock, we will contact you immediately to arrange for a refund.

 

WHAT DOES UNFULFILLED & FULFILLED MEAN?
When your order is still being processed the status will be 'Unfulfilled'. When your order has been posted the status will show 'Fulfilled'.

I ENTERED A DISCOUNT CODE AND IT DIDN'T WORK
The discount code may be expired or you did not click the APPLY button next to where you entered the code. Once your order has been placed we cannot apply the discount code to your order.


SHIPPING AND TRACKING

CAN I CHANGE MY SHIPPING DETAILS ON MY ORDER AFTER IT HAS BEEN PLACED?
If you need to change your shipping details on your order, please email info@outwithaudrey.com.au immediately. We are generally able to change your order unless it has already been shipped.

DO YOU SEND TO PO BOXES?
Yes we can post to PO Boxes in Australia and New Zealand only. Unfortunately we cannot post to PO Boxes to all other countries. Please note that our Express, Overnight Orders cannot be sent to PO Boxes. All customers that have paid for express post at checkout that have a PO Box on their order will be sent via Australia Post Express Service - this is not an overnight service and can take between 2-3 business days for delivery depending on your location within the express post network.

CAN I TRACK MY ORDER?
Yes! Australian customers can track your order via Australia Post. Express orders can be tracked via Toll Priority. All tracking links are emailed to you upon order fulfilment.  You can also check your order confirmation for tracking details.

MY ITEMS HAVEN'T ARRIVED YET. WHAT DO I DO?
If you have not received your order within:
Regular post 7 working days/ Express post 1-3 business days.
Rural areas/TAS Regular post 10 working days/ Express post 2-3 business days.
International orders 10 working days.
Please email us info@outwithaudrey.com.au immediately.

WHICH COUNTRIES DO YOU DELIVER TO?

We offer International delivery to most countries in the world. Please see our Shipping Terms and Conditions for pricing.

Countries we do not ship to:
Burma/Myanmar, South Africa, North Korea, Syria, Zimbabwe, Balkans, Sudan, Somalia, Lebanon, Belarus, Cote d'Ivoire, Liberia, Iraq, Democratic Republic of the Congo, Cuba, Iran, Libya, Kenya, Ukraine, Nicaragua, Sudan, Serbia, Algeria, Oman, Montenegro, Yugoslavia and Tunisia.


RETURN AND EXCHANGES

CAN I RETURN OR EXCHANGE ITEMS THAT WERE PURCHASED ON SALE?
Unfortunately, all final sale items cannot be returned or exchanged. Please refer to our Returns Policy.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
Returns are generally processed within 5 days of receiving your return. Your Out with Audrey Store Credit is issued via email. If your store credit is not showing in your inbox within 5 business days from us receiving your return, please check your spam/junk mail folder or email us at info@outwithaudrey.com.au. Refer to our Returns Policy for more details.


DO I NEED TO USE MY STORE CREDIT IN ONE TRANSACTION?
No, you do not need to use your Out with Audrey store credit in one transaction. If you do not use the total amount, your credit balance will update and you can use the remaining balance at a later date.


HOW LONG IS MY STORE CREDIT VALID FOR?
Your Out with Audrey store credit does is valid for 6 months.


I AM AN INTERNATIONAL CUSTOMER, CAN I RETURN ITEMS?
Yes you can return your items for a online credit note only (credit will be given for cost of the product/s only, postage is not credited). You can then use this to purchase an alternate size or item from our store. Re-shipping and handling charges will apply at checkout.


OTHER

DO YOU HAVE A STORE LOCATION?
We are an online store only however we do offer local pickup. If you are located in the Perth metro area please email us at info@outwithaudrey.com.au to arrange a free shipping code and pick up details.