Frequently Asked Questions

We ship every order with Aus Post express shipping. Approximate timeframes:

• Australia1–2 business days
• New Zealand2–5 business days
• USA3–6 business days
• Canada3–6 business days
• UK3–5 business days

Once your order has been packed and sent, you’ll receive an email with your Aus Post tracking number — track it here.

If your order is more than 3 days overdue, please contact Aus Post or our customer care team and we’ll be happy to investigate for you.

We ship all orders using express shipping. Approximate delivery times:

• Australia1–3 business days
• New Zealand2–5 business days
• USA3–6 business days
• Canada3–6 business days
• UK3–5 business days

We aim to get most orders out the same day, or the next business day at the latest.

Australia & New Zealand

• Orders over $99Free express shipping
• Orders $0–$99Express shipping

USA, Canada & UK

• Orders over $200Free express shipping
• Orders $0–$199Express shipping

We aim to get most orders out the same day, or the next business day at the latest.

Your parcel won’t need to be signed for. However, if there’s no safe place to leave it while you’re not home, it will be left at your nearest post office for collection.

You’ll receive a notification and a postcard letting you know where to pick it up.

We accept refund and exchange requests on all full-priced items within 30 days of receiving your order. For the full details, see our Returns & Exchanges page.

Underwear must be tried on over the top of your own underwear. Once a piece is worn against bare skin, it cannot be returned.

To return or exchange underwear, it must be in original condition — unworn, unwashed, and free from any marks or stains.

Once we receive your item, your return is reviewed and processed within 2–3 business days (please allow extra time over holiday periods).

When it’s processed, you’ll receive an email notification to let you know.

Refunds are processed back to your original payment method. For example, if you paid via PayPal, the refund is returned to your PayPal account.

For optimal care, gently hand wash in cold water only.

• Do not use harsh soaps or chemicals
• Avoid detergents with bleaching agents or “oxy-action”
• Do not rub or wring
• Do not iron or dry clean
• Line dry only, preferably in the shade

Our Serena lingerie is true to size. View our Size Guide to find your fit — it’s also linked on every product page.