How do I contact customer service?
Please contact our customer service at firstname.lastname@example.org. They are always happy to help with any query. We will try and respond to your query as soon as possible, but please allow 24 hours for us to get back to you. This time may vary depending on weekend/holidays.
How do I return an item?
Please see our return policy for detailed return instructions.
Can I return an item for a refund?
Refunds are issued for items with manufacturing faults only. Otherwise, we are happy to issue a credit note for your item. Please read more on this on our Return Policy.
How do I know when you have received my return?
Returns are processed within 2 business days of being received. You will receive an email with your return information when complete.
How do I use a web credit/discount?
During the payment stage at the checkout, fill in the gift card or discount section by copying and pasting the code attached to your web credit/discount. Be sure to hit apply once entered.
Please note that credit notes issued can be used for online or in store purchased.
What payment methods do you accept?
We accept Visa and Mastercard.
Do you ship internationally?
Yes, we ship worldwide! Please see Shipping for more information on costs and delivery time. Please note though that all customs and duties taxes are the responsibility of the customer.
What are custom fees?
Custom fees are associated with orders being sent internationally. The rules are different in every country. Unfortunately there is no way for us to know the rules, regulations, customs, or rulings of every single country.
The price of our products does not include any duties or VAT. Our shop only charges you goods cost and shipping cost. if you are charged of a VAT, you need to pay it to your customs. If you have to pay import taxes and/or additional duties and sales taxes, then you would have to pay that to the courier upon receipt of the package(s). Unfortunately, we can't calculate this for you and there is no way to pre-pay it.
If you are ever unsure of custom issues or need further information on this, please contact your local customs office for more information and they can help you further, as customs policies vary widely from country to country.
We do not provide refunds to customers for failure to pay duties and taxes associated with their order.
Will my order arrive in time for an upcoming event/special occasion I have?
Please see shipping for detailed shipping times to your location. If you are unsure please contact us for further information. Please note we cannot guarantee delivery times due to factors out of our control, e.g. Post service not running on schedule, customs delays etc.
How can I track my order?
Once your parcel has been dispatched, an email will be sent to you with a link and a tracking number that will enable you to follow your parcel.
If you have not received your tracking number within 72 hours of your order placement you may have experienced a difficulty receiving it. Sometimes these emails can appear in your junk email inbox however if this is not the case please email us to retrieve your tracking number. Please include your order number and name.
Where is our store located?
6/120 Gouger Street,
South Australia, Australia.
What are the store trading hours?Monday - Wednesday 1pm - 8pm
Thursday - Sunday 12am - 9:30pm
I’m unsure about a size or I have a fit questions
We endeavour to give accurate descriptions of each garment. We have included measurements in descriptions to help you decide. If you need a little extra information, feel free to contact us via email.
There may be a 2cm – 4cm variance in product size because a person might measure the product differently while wearing it.
For example, if the material is flexible, like elastic fabrics or knit materials, the product size may be slightly smaller because the material will be stretched when it is being measured. Also, for products like pants, shorts or pencil skirts, measurements may be obtained by measuring hip circumference at the lower thigh or at the middle thigh.
These varying methods of measurement may produce a difference between the stated product measurements and your expected product measurements. Please note when ordering relevant products.
Can I change my order?
Unfortunately, once you've placed your order, it is not always possible to amend any details, as our team will have already started processing your order! Please email the us at email@example.com and we will do our best. We do not currently have contact via phone.
If you are unhappy with your purchase once it arrives, you're welcome to return your order. Please refer to our returns policy for more information.
Can I cancel my order?
Unfortunately you cannot cancel your order once it has been paid for and completed. You are more than welcome to return your order however, for more information on this please refers to our returns policy.
Do you hold stock?
Due to the nature of an online store, our stock is continuously selling so we are unable to hold or place stock aside for orders and exchanges.
How long does stock hold in my shopping cart?
If you have placed items in your shopping cart they will remain placed there for 24 hours in the app or until your web browser session has ended. Please note, placing items in your cart does not hold the stock for you.
The item I wanted is no longer on the website, will it be restocked?
As we turn over stock really quickly, we rarely repeat styles or re-stock on sold out sizes/items.
What happens if my parcel doesn’t arrive, or is lost in transit?
Once your parcels have left our store they are then property of Australia Post. Inu & Oliphant is legally not responsible for lost or damaged goods. However if your parcel does not reach you within our delivery time, we will do all we can to track and find your parcel for you.
Wear and tear
If you damage a garment after wearing it e.g a button falls off or the zip breaks because of 'wear and tear' we cannot accept these garments back for a return or exchange.