FAQ's

Frequently Asked Questions

I put the wrong information at checkout - what do I do?

If your order is still being processed, you can email us at pommevanille2020@gmail.com and we can have your details changed before it is dispatched.

If your order has already left our warehouse and you have supplied the wrong address, we will need to wait for the parcel to be returned before we can re-ship it to your correct address.

How long will it take to get my order?

We will process your order as soon as we receive it. Once processed, standard delivery usually takes between 3 and 7 days.

If you need your purchase sooner, please select Express Post when purchasing.

Why is my order delayed?

If your order is going to be delayed prior to dispatching, we will contact you to advise.

Once we have dispatched vi Australia Post, the delivery time frame will depend on their service.

I receive a faulty or incorrect item - what do I do?

Please contact our online team via email pommevanille2020@gmail.com and be sure to include your ORDER NUMBER. To assist us further please state the following details:

Order number
Style number and size of the item/s received
Product name and code of the item/s ordered
Picture of the incorrect or faulty item/s received

I am missing an item - what do I do?

Please contact our online team via email pommevanille2020@gmail.com and be sure to include your ORDER NUMBER. To assist us further please state the following details:

Order number
Product name and code of the missing item/s

My order has arrived but it doesn’t fit - how do I return them? Can I get a refund?

We understand that some items are just not quite right. Our returns process is quick and easy – please see our Returns Policy.

I have sent a return back - have you received it?

Please allow up to 5 business days for our team to receive and process your return. After your return has been processed, you will receive a confirmation email. We recommend using tracked postage for all returns to ensure your item arrives safely.