Find answers to the most common questions about ordering, shipping, returns, payments and our products.
Shipping & Delivery
How long does shipping take?
Orders are normally processed within 1–2 business days.
Once your order has been dispatched, delivery within Australia usually takes 3–7 business days.
Our total estimated delivery time is therefore:
4–9 business days
Business days are Monday to Friday, excluding applicable public holidays.
For complete information, please see our Shipping Policy.
Do you offer free shipping?
Yes.
We offer FREE standard shipping on all eligible orders within Australia, with no minimum order value.
Do you ship outside Australia?
Not at this time.
We currently deliver only to eligible addresses within Australia.
International shipping is not currently available.
Can I track my order?
Yes.
Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information where tracking is available.
Please allow some time after dispatch for the carrier's tracking system to update.
If your tracking has not shown meaningful movement for more than 5 business days after dispatch, please contact our customer support team.
My order is delayed. What should I do?
Occasional delays can occur because of carrier congestion, public holidays, extreme weather, remote delivery locations or other circumstances outside our reasonable control.
If your parcel has exceeded the estimated delivery timeframe, please contact us at:
Include your order number so we can investigate the shipment.
Nothing in our delivery estimates limits your rights under the Australian Consumer Law.
Returns & Refunds
What is your return policy?
We offer a 30-day change-of-mind return policy for eligible products.
The 30-day period begins from the date your order is delivered.
For a voluntary change-of-mind return, products should generally be:
- unworn and unused;
- undamaged;
- in their original condition; and
- returned with their original packaging where reasonably possible.
Our 30-day change-of-mind policy is separate from your rights under the Australian Consumer Law.
Your statutory rights relating to faulty, defective, unsafe, incorrectly described or otherwise non-compliant goods are not limited to 30 days.
Please see our Refund Policy for full details.
What if my item arrives damaged, faulty or incorrect?
If you receive an item that is damaged, faulty, materially different from its description or different from what you ordered, please contact us at:
Please include:
- your order number;
- a description of the problem; and
- photographs of the item and packaging where reasonably possible.
Photographs can help us assess your claim more quickly but do not remove any rights available to you under Australian law.
Where required under the Australian Consumer Law, an appropriate remedy may include a repair, replacement or refund depending on the circumstances and whether the failure is minor or major.
Where we are legally responsible for return shipping costs, those costs will be covered or reimbursed.
Who pays for return shipping?
For an approved change-of-mind return, the customer is responsible for return shipping costs.
If the product is faulty, damaged, incorrect or otherwise covered by your statutory consumer rights, return costs will be handled in accordance with the Australian Consumer Law.
When will I receive my refund?
After an eligible returned item has been received and approved, we normally process the refund to the original payment method within 7 business days.
Your bank, card issuer or payment provider may require additional time for the funds to appear in your account.
Do you charge restocking fees?
No.
We do not charge restocking fees on approved returns.
Can I return an item to the business address shown on your website?
Please contact us before returning any product.
Our registered business address is provided for business transparency and correspondence purposes.
Do not send returns to our registered business address unless our customer support team specifically instructs you to do so.
Once your return request has been accepted, we will provide the correct return instructions and destination.
Exchanges & Order Changes
Can I exchange an item?
Yes, eligible products may be exchanged depending on stock availability.
If you need another size, colour or product, contact us at:
We will provide the appropriate instructions.
In some cases, we may ask you to return the original item for a refund and place a new order rather than processing a direct exchange.
Can I cancel my order?
If your order has not yet been dispatched, please contact us as soon as possible.
We will make reasonable efforts to cancel it before shipment.
Once an order has been dispatched, it can generally no longer be cancelled and you may need to follow the applicable return procedure instead.
Your rights under Australian consumer law remain unaffected.
Can I change my order after placing it?
Changes may be possible before an order has entered fulfilment or been dispatched.
If you need to change:
- your delivery address;
- product size;
- product colour; or
- another order detail,
contact us as soon as possible at:
Once the parcel has been dispatched, changes may no longer be possible.
Payments & Security
What payment methods do you accept?
We accept the payment methods displayed during checkout.
Depending on availability, these may include major credit and debit cards and secure digital payment options such as:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Shop Pay
Only payment options shown as available at checkout can be used for your transaction.
What currency do you use?
Our Australian store displays and processes orders in Australian Dollars (AUD) unless clearly stated otherwise during checkout.
The final amount payable will be shown before you complete your purchase.
Is my payment information secure?
We use secure payment technology and established payment service providers to process transactions.
Payment information is transmitted using appropriate security measures, and full card details are generally processed directly by the relevant payment provider rather than stored by us.
Our payment providers may operate in accordance with applicable industry security standards, including PCI DSS.
Products & Sizing
How do I choose the right size?
Where applicable, product pages include sizing information to help you select the most suitable fit.
We recommend checking the measurements and size guide on the relevant product page before ordering.
If you are unsure which size to choose, contact us at:
Our customer support team will be happy to assist.
What if an item is out of stock?
Products that are unavailable may be marked as sold out or unavailable on the website.
Where a restock notification feature is available, you may be able to register your email address to receive an update when the product becomes available again.
Availability is not guaranteed until an order has been successfully placed and accepted.
Are the product colours exactly the same as they appear online?
We make reasonable efforts to display product colours and details accurately.
However, colours may appear slightly different depending on your screen, device settings, lighting or photography.
This does not affect your rights where a product is materially different from its description.
Still Need Help?
If you cannot find the answer you are looking for, our customer support team will be happy to assist.
Store Name: Stiliana Kelesheva
Business Name: GoMerchantSolutions Limited
Address: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom
Company No.: 17322088
Phone: +61 39 0084284
Email: contact@stilianakelesheva.com
Customer Service Hours: Monday to Friday, 9.00 a.m. – 5.00 p.m. (AEST)
We aim to respond within 24 hours.