FAQs

 

 

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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 info@arthurapparel.com for assistance to update your details.

How do I change or cancel my order?

We try to process your orders in a speedy manner so that you receive your items as soon as possible. However, you can contact us via email at info@arthurapparel.com and we will do our best to cancel your order or update it 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 handy. Customers outside of Australia, please refer to their website for the appropriate contact number.

 

SHIPPING

 

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. It may take up to 48 hours for an order to be processed. 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 info@arthurapparel.com and we’ll add it to the list.

How much does shipping cost?

Australia and USA - $15 (free shipping on orders over $200)
New Zealand - $20 (free shipping on orders over $200)
Europe, Canada, Central and South America - $30 (free shipping on orders over $300)
Asia and Mexico - $25 (free shipping on orders over $250)
Indonesia $5 - (free shipping on orders over $200)

What about Customs and Import Tax?

You will be held liable for any customs/import tax that is required to be paid upon delivery. 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 as our local, Indonesian postal system is not reliable. 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 info@arthurapparel.com.

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 and they will assist you. 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 does not hold any responsibility for packages that are lost or stolen.

 

RETURNS

 

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.

Where do I send my return to?

Once you have requested your return and your return 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 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

  

EVERYTHING ELSE

 

Who makes my clothes?

All our garments are handmade in Indonesia in two small factories. Our staff are local tailors, who work Monday to Saturday, 9am to 5pm (which is a standard work week in Indonesia). The factories are well lit and ventilated. Our staff are paid fairly and are entitled to sick leave, personal leave, all religious and all national holidays. The wellbeing of our factory staff is important to us, therefore we always make sure they have everything they need.

What are Arthur Apparel’s sustainable practices?

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 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 reduce the impact we have on our environment.

How do I care for my pieces?

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.

 

Couldn't find the answer you were looking for? Feel free to email us at info@arthurapparel.com