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XMAS PSA - DISPATCH DELAYS
Hello, fellow distant utopians,
We are taking a well-deserved break. All orders placed between 24th December - 3rd January will be shipped the following week and all Instagram dm’s and email enquiries will be responded to after the 3rd.
Have a happy and safe holiday. See you in 2021!
ORDERING & PAYMENT
What payment methods do you accept?
We accept Visa, MasterCard, PayPal and AfterPay. We also accept payments in the form of store credit and e-gift cards (please bear in mind that only one promotional code, store credit or e-gift card can be used per purchase).
I placed an order, but never received a confirmation email.
If you do not receive an email from Arthur Apparel within hours of placing your order and it’s not in your Spam/Junk mail folder, the email address on file is most likely incorrect. Please contact us at email@example.com for assistance to update your details.
How do I change or cancel my order?
We try to process all your orders in a speedy manner so that you receive your items as soon as possible. However, if you wish to cancel or change your order, you can contact us via email at firstname.lastname@example.org and we will do our best to update your order before it gets sent out. If we have sent out your package but we missed your email, and you wish to return the items to us, we will refund the price of garment however, you will be still be liable for the initial cost of shipping.
My order has already been shipped but I want to change my address, how can I do this?
You will need to contact DHL Express and they will assist you. You can contact them on 13 14 06 (Australia) and make sure you have your tracking number ready. Customers outside of Australia, please refer to their website for the appropriate contact number.
Can you ship my order to a PO Box?
No, we can only ship to residential or business addresses.
What postal service does Arthur Apparel use?
DHL Express, this the fastest and most reliable method available to us.
Where is my shipment coming from?
We ship all of your orders from our head office in Indonesia.
How long after I place my order will it ship and how long does shipping take
Orders are shipped Monday through Friday, excluding weekends and holidays. Dispatch will usually take 24 hours and during busy times up to 48 hours. Once your order has been shipped, it will take approximately 2-3 working days to be delivered. If you live in a rural area, it may take up to 5 working days. These estimates apply worldwide.
Does Arthur Apparel ship internationally?
Yes we do! All orders are shipped with DHL Express. Once shipped, delivery will take approximately 2-3 working days for metropolitan areas and up to 5 working days for anywhere outside of these regions. If you can’t find your shipping country at checkout, please email email@example.com and we’ll add it to the list.
How much does shipping cost?
* Shipping rates have been adjusted due to increased costs during COVID-19
Australia & Singapore - $15
USA & New Zealand - $20
Europe, Canada, Mexico, Central and South America - $25
United Arab Emirates, Kuwait & Qatar - $30
Indonesia - $5
All shipping rates are in Australian Dollar.
What about Customs and Import Tax?
The customer will be liable for any customs/import tax that is required to be paid upon delivery. This is not pre-paid or calculated by us. We recommend becoming familiar with your local import tax rates before placing an order with us. If you refuse to pay the due taxes, you will not be able to return the package to sender. In this instance, we will not be able to refund your order, so please purchase wisely.
TRACKING YOUR ORDER
How can I track my package?
Once your order has been shipped, you will receive a shipping confirmation email with a tracking number. If you haven’t received this email within 48 hours of placing your order, please contact firstname.lastname@example.org.
My tracking info shows my package was delivered, but I never received it. What do I do?
If the tracking information states that your items have been delivered but you have not received it, you must contact DHL Express immediately. You can contact them on 13 14 06 (Australia) and make sure you have your tracking number handy. If you're calling from another country, please refer to their website for the contact number.
All packages sent by Arthur Apparel require signature on delivery. DHL will contact you on the day of delivery to confirm you will be present to sign, otherwise you are able to authorise the package to be left without signature. Arthur Apparel is not responsible for packages that are lost or stolen where the right to sign upon delivery has been waived.
How do I return an item?
You will need to submit a request through our online returns portal, you can find the link here.
Why won’t it let me submit a return request?
We may be unable to accept your return for one of following reasons; you bought the item during a promotion/sale or it’s been more than 14 days since you received the item. If this is the case, your order will not be eligible for return. You can find this information on our Exchanges and Refund Policy.
Where do I send my return to?
Once you have requested your return and it has been accepted, you will receive an email containing our returns address in Australia. Please do not send the package back to sender, it will not reach us and your return will not be processed.
How long does it take to process returns?
Once we have received and checked your return, it will be processed the following Tuesday.
I bought my item using a promo code/on sale, can I return it?
No, we only accept returns on full priced items.
Does Arthur Apparel offer exchanges /or credit notes?
Yes, we offer exchanges and credit notes on full priced items, no later that 14 days after the item has been delivered.
Does Arthur issue refunds?
No - we only offer refunds where the items is deemed faulty beyond repair or your preferred size in the same style is no longer in stock. This request must be submitted within 14 days of receiving the garment.
Does Arthur Apparel pay for the shipment of my exchange?
Yes, we will cover the shipping cost for your exchange.
Should I keep my tracking number for the return?
Yes, we highly recommend that you keep your receipt and tracking number. Please note that if you do not have a tracking number, Arthur Apparel is not responsible or accountable for the loss of garments being returned.
For more information on returns, please visit our Exchange & Refunds page here.
Who makes my clothes?
All our garments are handmade in Indonesia in two small factories by local tailors. The wellbeing of our factory staff is important to us, therefore we always make sure they have everything they need. They're paid fairly and are entitled to sick leave, personal leave, all religious and all national holidays.
What are Arthur Apparel’s sustainable practices?
We're not perfect but we do the best we can to minimise waste, water usage and CO2 emissions. We do not mass produce garments and pride ourselves as a slow fashion brand. Our product packaging is made from plant-based, fully compostable bags which has been fastened with recycled fabric scraps. We try to select natural fabrics and choose organic fibres, where possible, which use less energy/water to produce as well as creating less greenhouse gas when processed. We love our planet, so we're constantly looking to improve our practices and do our best to reduce the impact we have on our environment.
How do I care for my Arthur?
To ensure longevity, we advise using a cold, gentle hand wash and then line drying your garment. Every garment differs slightly, so please be sure to check the care label attached.
How do I find out what my size is?
We provide an international size guide, you can find it here. We also link the dimensions of our garments in the description on each product page to help you find the right fit.
Do you have some feedback or couldn't find the answer you were looking for? We love to chat! Feel free to email us at email@example.com