Frequently Asked Questions
Where do you deliver?
Our published shipping service covers deliveries within Australia. See our Shipping Policy for the current delivery information.
How much does delivery cost?
Delivery is free on every order within Australia. There is no minimum spend and no additional shipping charge.
How long will my order take to arrive?
Allow 1–3 business days for order preparation and 5–7 business days in transit after dispatch. The estimated total is 6–10 business days. Business days are Monday to Friday; delivery times are estimates and may vary.
What is the daily order cut-off time?
The cut-off is 5:00 PM (GMT+10:00). Orders submitted before then begin processing the same business day; orders placed later enter processing on the next working day.
Which delivery companies do you use?
Our delivery partners include Australia Post, Aramex and CouriersPlease. The carrier used depends on the delivery location and parcel size.
How can I track my order?
We send a dispatch email with a tracking number once your parcel has shipped. Use that information on our Order Tracking Page to follow the delivery.
What if my parcel is delayed, damaged or missing?
Please contact us promptly through our Contact Page or email info@pearcesydney.com. Our team will investigate the delivery issue. Have your order number ready so we can identify your order.
How long do I have to request a return?
You have 30 days after receiving your order to request a return. Products must be unused and in their original condition, complete with the original packaging and included components. The Return & Refund Policy explains the conditions.
How do I start a return?
Email info@pearcesydney.com with your order number and reason for returning. Wait for approval and the return instructions before posting the parcel. The published return address is 18 Bullecourt Ave, Milperra NSW 2214, Australia; use the address confirmed by our team.
Who pays for return postage?
We cover return postage for faulty, transport-damaged or incorrect items. You cover it for a change of mind, an unsuitable size or an ordering mistake. Original shipping fees are non-refundable.
Do you charge a restocking fee?
No. We do not charge restocking or handling fees for returns.
When will I receive my refund?
After the return has been inspected and approved, we process the refund within 7 business days. Your payment provider may need up to 7 additional business days to show the credit on your original payment method.
Can I exchange an item?
Yes. Contact our team if you would like another size, colour or product, and we will help arrange the exchange.
Are any products excluded from returns?
Some products are not returnable for hygiene or safety reasons. These exclusions are identified on the relevant product pages. Please check the Return & Refund Policy and the item details before returning.
How do I choose the right size?
Check the product page’s sizing information and compare the measurements before ordering. If you need help choosing, use our Contact Page or email info@pearcesydney.com.
What payment methods do you accept?
The options listed in our Payment Policy include:
- Visa, Mastercard, American Express and Maestro
- Apple Pay
- Google Pay
- Shop Pay
The options available to you are shown at checkout and can depend on your device and location.
Which currency do you charge in, and are taxes included?
Payments are processed in Australian Dollars (AUD). Prices include applicable taxes, including GST where required by law.
Are my payment details secure?
Transactions are protected by SSL encryption. We do not store or have access to your full payment details. See our Payment Policy for more information.
How can I contact customer support?
Email info@pearcesydney.com, use our Contact Page or call +61 3 5615 8350. Please include your order number when asking about an existing order.
What are your customer service hours?
Our team is available Monday–Friday, 8:00 AM–6:00 PM (GMT+10:00). We reply within 24 hours, Monday to Friday. Messages received at the weekend are answered on Monday.