Frequently asked questions

No. You can check out as a guest with just an email address and a delivery address.

An account is worth having if you order more than once: it keeps your order history, your saved addresses and your tracking links in one place, so you don't have to dig through old emails.

Usually, if you're quick. Email support@freshsale.store with your order number and what you'd like changed. If the order hasn't been dispatched yet we can change the size, the delivery address or cancel it outright and refund you in full.

Once a parcel has been handed to the carrier we can't recall it, so at that point it becomes a return.

Confirmation emails send within a few minutes of payment. If nothing has arrived, check your spam or promotions folder first — automated receipts often land there.

If it still isn't there, the address may have a typo in it. Email support@freshsale.store from the address you meant to use, and include your full name and the approximate time of the order so we can find it.

Yes. We ship worldwide from Australia. Within Australia that includes PO boxes and parcel lockers where the carrier accepts them; internationally we deliver to street addresses, and to post office boxes only where the local postal service accepts them.

The country list at checkout is the list of places we can send to. If a destination isn't there, no carrier we use will take a parcel to it or import restrictions apply.

Shipping is a flat $9.95 per order, and it's free on orders with a subtotal over $150.00. The exact amount for your order and your destination is shown in your cart and again at checkout before you pay.

Allow one to two business days for us to process and dispatch an order, then roughly two to six business days for metropolitan delivery, four to nine for regional areas and up to fourteen for remote areas.

Those windows are estimates from the carrier, measured from dispatch rather than from when you ordered. Items are sent from our suppliers' warehouses, so an order with several pieces sometimes arrives in more than one parcel.

Longer than a domestic delivery, and with a much wider range. We dispatch international orders on the same one to two business days, but transit after that depends on the destination, on the service the carrier routes the parcel through, and on how long it spends in customs.

We won't quote you a number we can't stand behind. Where the carrier publishes an estimate for your destination it appears on your tracking page once the parcel is scanned — and like every delivery estimate on this site, it is an estimate rather than a guarantee. Customs is the unpredictable part: a parcel can clear in a day or sit for weeks, and nobody can hurry it.

Possibly, and if you do, it's yours to pay. Import duties, import taxes, VAT or GST charged by your own country, and any customs, brokerage or handling fee are not included in the price of the goods and not included in the shipping charge you pay us. We don't collect them and we can't pay them for you.

What gets charged, and above what value, is set by the country you're importing into, so we can't tell you in advance what yours will be. If it matters to you, check with your own customs authority before ordering. The charges are usually collected by the carrier or postal service before they hand the parcel over; if they go unpaid the parcel is held and eventually returned or disposed of.

We declare the contents and full value of every order accurately. We won't mark an order as a gift or understate what you paid — that's a false declaration, and it would leave you with no cover if the parcel were lost.

Tracking is provided wherever the carrier offers it. A tracking number is emailed to you as soon as your parcel is collected. It can take up to 24 hours for the carrier's first scan to appear, so a link that shows nothing on day one is normal.

On some international services tracking goes quiet once the parcel leaves Australia and only resumes when the destination's postal service scans it, which can be weeks later — a quiet tracking page is not a lost parcel. Within Australia, if tracking hasn't moved for five business days, tell us and we'll chase the carrier. Internationally, email us whenever you're worried and we'll tell you what stage it's at, though carriers won't open an investigation while a parcel is still in customs.

Anything unworn and unwashed, with every original tag still attached and its original packaging, within 14 days of delivery. Shoes need to have been tried on indoors only, and come back in their box. Get the return approved before you post it — unapproved parcels are refused on arrival.

Discounted pieces are final sale and can't be returned for change of mind. Underwear, swimwear, hosiery and pierced jewellery can't be returned once the hygiene seal or sealed packaging has been opened. None of that applies to a faulty or incorrect item, which we cover in full whatever you paid.

Email support@freshsale.store within 14 days of delivery, with your order number, the item and the reason. We'll reply within one to two business days with a return reference and the correct return address. Don't post anything back before you hear from us — we refuse unapproved returns, and a refused parcel is your cost and your risk. Once approved, post it within 7 days.

For change of mind, return postage is yours and must be tracked, the original shipping charge isn't refunded, and a 10% handling fee comes off the refund. If an item is faulty, damaged, wrongly described or simply not what you ordered, we cover the postage both ways, refund in full and deduct no fee.

Yes. We ship worldwide and run one policy — the same 14 days, the same condition requirements, the same remedies, wherever your order was delivered. Email us first and we'll send the return address.

Where a return crosses a border, check the cost before you commit: postage on a change of mind is yours and it isn't cheap. Any import duties or taxes you paid your own government aren't refundable by us — we never received that money. Some countries refund import duty on goods that are exported again; your customs authority can tell you whether that applies, and we'll provide any paperwork you need.

Mark the parcel as returned goods on the customs declaration and declare the value honestly — a return that arrives with duty payable will be refused. If an item is faulty, damaged, wrongly described or not what you ordered, we cover the return postage wherever you are; ask us before posting so we can agree the method and cost first.

We inspect returns within five business days of arrival and refund to your original payment method once approved. Banks then take a further three to ten business days to show the money.

Refunds for faulty or incorrect items are the full amount you paid, including the original shipping, with nothing deducted. A change-of-mind refund is what you paid for the item less the 10% handling fee, and doesn't include the original shipping.

Refunds are issued in USD, for the USD amount you were charged. If your account is in another currency, your bank converts it at its rate on the day the refund lands, which won't be the rate that applied when you paid.

Sizing sits on each product page, along with anything worth knowing about the cut — whether a piece runs small, boxy or long. Where we have garment measurements, they're listed there too.

If you're between sizes or unsure, email support@freshsale.store before you order. A two-line answer beforehand beats a return afterwards.

Sometimes, but not reliably. Stock arrives in small quantities and a lot of it isn't repeated, which is why sizes disappear quickly.

Ask us about a specific piece and we'll tell you honestly whether it's coming back — we won't take your email to hold you on a list that goes nowhere.

Card payments — Visa, Mastercard and American Express — processed by Stripe. Depending on your device and browser, Apple Pay or Google Pay may also appear at checkout.

Prices are in USD and include GST. GST applies to orders delivered within Australia; goods exported from Australia are GST-free. Any tax we charge is itemised in your total at checkout, and it is separate from whatever your own country charges on import.

Prices and your order total are in USD, and that is the amount we charge — wherever you are ordering from.

If your card or bank account is in another currency, your provider converts it at their rate and may add a foreign transaction fee. That conversion happens on their side; we never see it and can't quote it for you.

Your card details are entered directly into Stripe's own secure payment fields and go to Stripe, not to us. They never touch our servers and are never stored in our database.

All we keep against your order is Stripe's payment reference, which lets us confirm payment and issue a refund if you need one.