Shipping and order tracking
Where is my order?
How can I see the status of my order?
You will need your order number and the associated email address. We are able to provide you with information on when your order was dispatched from Sydney, Australia unfortunately only orders sent with Express Post, Registered International Post and FedEx Packages can be tracked continuously until the destination is reached.
Only orders sent by Express delivery (National and International) allow for online tracking. If Express delivery was selected at the time of ordering, the tracking information is provided in the email we sent you when your order was shipped. If you have not received this email, we can resend it to the original email address supplied. Alternatively, for us to send it to another email address, you will need to provide sufficient information as requested to validate your identity.
If the shipping method "Standard by Airmail" for international shipments was selected for your order, you are not able to view the status of this shipment online. Please allow the given delivery time, taking into consideration the possibility of customs clearance delays occurring within your country (refer "Airmail Standard").
When is my order processed and sent?
We ship worldwide and offer various options to meet your needs. Shipping costs are determined by the country of destination, parcel weight and shipping method chosen. We offer free standard shipping to most areas but to check the shipping charges that apply to your order, simply add the relevant items to your shopping cart, and go through to the checkout. At the checkout, shipping options and their associated costs will be displayed once you enter your country shipping information. Standard shipping does not include international FedEx deliveries, local couriers or Express Post deliveries in Australia.
While we are happy to offer free standard shipping to the vast majority of countries, we are unable to extend this offer to a small number of countries due to the additional shipping expenses associated with locations. Shipping fees have been reduced for these destinations. Click here to view a list of countries that are not eligible for free shipping.
Standard airmail delivery
It usually takes 5 to 10 business days to ship to most countries. However sometimes the Customs agency within the destination country may choose to delay individual shipments as a random security/inspection measure. These delays can be between 4-6 weeks for most countries. Chile, Spain, France, Belgium, Germany, Italy, Russia and the Netherlands can be up to 8 weeks, on very rare occasions Brazil and Portugal can take up to 10 weeks.
Express delivery with Fedex
FedEx deliveries are received within 5 business days of shipment and are fully traceable via the Fedex Website Please note that FedEx deliveries are commonly assessed duties and taxes which are not covered by aussieBum. Failure to cover these charges will result in your shipment being returned to us which incurs a high fee. We advise that any return shipping charges under these circumstances will be your responsibility. By proceeding with FedEx, you authorise aussieBum to charge the return fees to you.
For shipments to the US of over AUD$250.00 value, US Customs require the consignee (parcel recipient) to fill an importer form with your Social Security Number (SSN). Please ensure you have this number available or choose a different shipping method.
Australian standard delivery
Australian express delivery
Express Post is a premium delivery service that offers guaranteed next business day delivery of your parcel within the Express Post network. (more info on Australia Post Website ) The Express Post network covers over 80% of Australian business addresses, private addresses and Post Office boxes.
Take a look at http://auspost.com.au/business/express-post-delivery-network.html to see if your postcode is included within the Express Post Network.
Your Express Post tracking number will be provided in the notification email once the order is sent. You can track your Express Post parcel http://auspost.com.au/track/
National courier delivery
We use two courier companies that offer from a 4-hour delivery service (within Sydney Metro Area [from 8 am to 5 pm on business days]) and up to 5 business days for some locations in Australia.
For more info on this service, please contact our Customer Service Team at firstname.lastname@example.org or by phone on (02) 9560 2626.
General delivery information
Australia Post money order
We do accept Australia Post money orders. Simply place an order and select 'Bank Cheques in AUD$' as the payment method.
You can send the money order to us at: aussieBum
PO Box 125
Camperdown NSW 1450
For reference, the total amount payable is indicated in your order confirmation email. Please write your name and order number on a note included with the money order, so we can identify the payment when it arrives. We will process the payment within 24h of arrival and send the order in the next group of shipments.
I am not sure if my order was processed successfully?
I am missing an item?
Would your store like to carry our brand?
Some of the world’s leading stores carry our brand and while we like to keep it exclusive we are always open to discuss the possibility of supplying new stores. If you’d like to reach us, just email us at email@example.com
Exchanges and returns
How can I request a return and an exchange?
If you are not completely satisfied with your purchase or have simply changed your mind, please return the item(s) to us in their original condition* within 90 days from date of receipt. We are happy to exchange the item(s) for a different size / colour / style or issue a voucher/refund on receipt, if preferred.
The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. Please remember to include the Exchange form below stating your full name and order number, and items included in the parcel.
NOTE: If you would like to receive your exchange faster or you prefer to receive a different item, to simplify and speed up the process, we suggest you place a new order online and return the unwanted aussieBum item/s back to us for a refund.
As long as the item or items are in original condition (unworn, unwashed & not stained), simply send them back to us by post within 90 days of receipt of delivery to:
aussieBum - Returns Department
PO Box 125
Camperdown NSW 1450
As soon as your exchange has been processed by us, we will send you an email letting you know that your replacement order on its way.
ITEMS ON SALE are NOT refundable or exchangeable if you have simply changed your mind (Faulty items may be returned within 30 days of receipt. Please see “What do I do if the product is faulty?”).
*When trying on items, please keep items clean and unstained of any kind; ensure that you are not wearing perfume/ aftershave or a deodorant which may leave a scent or marks on the item. We may be unable to accept the return of any item that has been scented, stained or washed. The item must be returned in its original packaging for protection with an exchange form and preferably a copy of the original invoice.
Can I cancel my order?
To cancel any order that you have just placed with us please give us a call immediately during business hours under +61 2 9560 2626 (Mon-Fri : 9am-5pm AEST).
Alternatively please contact us via email at help@aussieBum.com, quoting your name and order number.
If however your order has already been processed, you will need to return the order to us for a refund. Please read the Return or Exchange an item section below.
Can I change my order?
Yes, but only if it has not already been sent. Please check the status of your order at Track Your Order first.
To change any details of an order that you have just placed with us please give us a call immediately during our business hours under +61 2 9560 2626 (Mon-Fri : 9am-5pm AEST).
Alternatively please contact Customer Service via email at help@aussieBum.com, quoting your name and order number.
If however your order has already been processed, we may not be able to make any changes and you will need to return the order to us for a refund. Please be aware that it is the customer’s responsibility to provide valid and current shipping details.
What exchange options do I have?
Whether your item was faulty or you've just changed your mind, aussieBum provides three returns options:
- Exchange for an alternate size/colour/style (subject to stock availability).
- Voucher for the aussieBum online store.
- Refund to your original method of payment.
It may happen that your requested replacement item has sold out by the time your product is posted and received by aussieBum. If your replacement is not available, we will get back to you. However, we suggest you indicate more than one alternative if the item is on Sale.
How long will it be until my exchange is processed?
The parcel can take up to 14 business days to be received in our warehouse if shipped within Australia, or several weeks if the items are returned internationally due to customs inspections when entering Australia, unless sent via special delivery.
If you would like to receive your exchange faster or you prefer to receive a different item, to simplify and speed up the process, we suggest you place a new order online and return the unwanted aussieBum item/s back to us for a refund.
Who pays the postage for an exchange?
Wrong item received?
If the item you received is not what you originally ordered, please contact Customer Service at help@aussieBum.com quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Faulty product or item?
However, if for any reason you find a fault with one of our products we would like to help you resolve the problem. In all instances where a product may be faulty, please contact Customer Service at help@aussieBum.com quoting your order number, your name and address, details of the product and photos of the issue. And we'll get right on it! We will then advise and assist with the replacement process. aussieBum will ensure costs associated with returned faulty goods, including delivery, will be credited back to you.
Can I return an item that was a gift or an item purchased with a gift voucher?
Colours displayed online
We have made every effort to display the true colours of our products as accurately as possible on the images shown on our website. However, as the display colour may slightly vary on your monitor, we cannot guarantee any colour you see will be 100% accurate to the final product.
Will I have to pay any taxes or duties for my order?
How do I change my email address?
Am I a registered member?
When you order on the website, we DON'T automatically register you as a member. You can be a member without purchasing from aussieBum and you can purchase from aussieBum without being a member.To register as a member, just enter your email address in the top right-hand corner of our website and click on 'Sign Up' to enjoy our personalised shopping experience!
If you've received an email from us containing a password, then congratulations, you're a registered member of the official aussieBum store! To login, simply click on ‘Login’ at the top right of any page, enter your email address and the password provided and click ‘Sign In’.
How safe is ordering online at aussiebum.com?
Does anyone have access to my personal information?
I haven't received my password to reset email?
Shop and pay
What size am I?
If you need to see which size is best for you, just click on 'Size Chart' which is located beneath the main photo on every product page. We generally make garments to fit exactly per the measurements and mold to your form. All of our garments are hand-made right here in Sydney, Australia so our garments undergo a stringent, itemized quality control check but small variances are possible.
Do you have an order form I can download?
We most certainly do! The quickest and safest way to order your aussieBums is via our website but if you'd like to order via mail, please click on the following link to download our order form in PDF format. Once completed fax it to +61-2-9572-9270 or simply mail it to us at: aussieBum - Customer Service P.O.Box 125, CAMPERDOWN NSW 1450 AUSTRALIA
I have a discount code: How do I use it?
An item is marked as "sold out" or "out of stock": Will it be available again soon?
I just placed an order but did not receive an email confirmation?
When will my payment be processed?
When you place an order on our website, we offer you the choice to pay by Visa, Mastercard or AMEX for instant payment. The Secure Online Card Payment Tool will inform you instantly of the status of your transaction. If the transaction is declined, check the details and try again as it may simply be that the card details have been entered incorrectly. If the transaction does not process after you have tried again to enter your card details You may need to contact your financial institution for further information. They might just need to unblock your credit card for payments to Australia.
Can you mark my order as a gift, or modify the value to avoid custom fees?
Unfortunately, due to International Customs regulations, all parcels must be marked as Merchandise with the appropriate value. Otherwise this counts as fraudulent activity and the parcel may be denied entry and returned to sender.
Is GST included in the listed price?
Credit card payment
We only accept bank cheques (not personal cheques) made out to aussieBum in AUD$. Simply place an order and select payment via 'Bank Cheque in AUD$' at the payment page.
You can send the cheque to us at: aussieBum
PO Box 125
Camperdown NSW 1450
If making payment from overseas by Bank Cheque, you will need to have this issued by your local bank. The cheque must be in Australian Dollars (AUD$) only and made payable to aussieBum. Please do not write AUD$ on any cheque as this makes the cheque invalid and will only delay the shipment of your order.
For reference, the total amount of your order payable in AUD$ can be found in your order confirmation. If you have not received the order confirmation, you can contact us at help@aussieBum.com to find out the amount of your order in AUD$. When contacting aussieBum please provide sufficient information (full name and email address which you have used in your order) to validate your identity, so that we may advise you with the AUD$ total for your order.
Possible reasons of payment methods being rejected
If you get a card payment error on screen, and want us to enquire further, we can do so for you: We can look into the logs of our Braintree payment platform, to get more details on the specifics of the error thrown. In order for us to do so, please send us the type of credit card you used (AMEX, VISA, MASTER) and the last 4 digits.
International bank transfer
You can transfer the money directly into our bank account. Please pay careful attention to international Bank transfer charges and make sue aussieBum will receive the full order total in AUD$. Just use the following details and make sure that you include your order number before completing your bank transfer or bank deposit.
Swift Code: WPACAU2S
Bank Name: Westpac Bank
Bank Address: Norton Street, Leichhardt NSW 2040, AUSTRALIA
Account Name: AUSSIEBUM
Account No.: 032267 178066
Your order total is indicated in your confirmation email. When organising the transfer through your bank, keep in mind that most banks charge a service fee for bank transfers. Different banks charge this fee in different ways (some deduct the fee from the amount transferred, some add the fee on top of the amount you are transferring). Please coordinate with your bank to ensure that the full amount - as listed in your confirmation email - reaches the aussieBum’s account. Short payment will delay the dispatch of your order. Also, please pay careful attention to the currency stated in the confirmation e-mail: Transfers are to be made in AUD$ only! (To avoid additional charges relating to bank fees, easy and instant credit card payment is available).
Reference/Comment: Include your Order Number and your name as used in the order confirmation.
Note: aussieBum does not have an IBAN code as Australia does not support this bank code. Instead we use the Swift code (WPACAU2S ) as stated above.
- If the bank requires a BSB code, please be advised that these are the first 6 digits of the account number (032267). Most of the time the bank only asks for the full account number and does not require it to be broken down into components.
Please allow 3-5 business days for an international bank transfer to be processed. Clearly indicating your order number on the bank transfer will help us identify your transfer. Once we have identified your payment, we will send an email notifying you that your payment has been processed and your order will be dispatched with our next group of shipments.
Bank transfer in Australia
You can transfer the money directly into our bank account. Just use the following details and make sure that you include your order number and last name before completing your bank transfer or bank deposit.
Account No.: 178066
Account Name: AUSSIEBUM
Bank Name: Westpac Bank
Bank Address: Norton Street, Leichhardt NSW 2040, AUSTRALIA
Contact Phone No: 02 9560 2626
Please allow 1-2 business days for am Australian bank transfer to be processed. Once we have identified your payment, we will send an email notifying you that your payment has been processed and your order will be dispatched with our next group of shipments.
Price difference to items previously on sale
FAIR USE POLICY FOR PROMOTIONAL COUPONS
From time to time, aussieBum releases time-limited promotional coupons, and share them with customers and fans registered to our mailing lists. These coupons typically offer a discount of A$5, A$10, A$15, or A$20 on the next order passed.
Most often we do not bother restricting these coupons to one single use per customer, and we are even glad to see people socialising these coupon codes with their friends, sharing the love. We simply expect our customers to limit themselves to a reasonable number of uses, to fulfil only their personal needs of underwear and swimwear.
Having said that, and to set a formal limit to people trying to abusively take advantage of the coupons, we are articulating our fair use policy as follows: Promotional coupons cannot be used more than 10 times by the same single user to pass orders on our website. If someone appears to use the same coupon more than 10 times, we'll put all the orders on hold, pending a friendly discussion and resolution: We are happy to process the first 10 orders and refund for the ones in excess. Or more simply, we can refund all the orders.
Where can I buy aussieBum?
How do I become an aussieBum model?
How do I become and official aussieBum retailer?
Like to be a hardworking aussieBum?
aussieBum is a growing company so we're always looking for new recruits in the field of 'Customer Relationship Management', full time/part time, casual pickers / packers in our Operations department & fashion production team for designing & developing new and innovative ideas for our global audience. If you have a unique talent that complements our needs, drop us an email at firstname.lastname@example.org
Modelling for aussieBum?
Are you man enough for the job?
We're always on the lookout for fresh new models who fit the aussieBum image and lifestyle.
Please fill out this form so we have all of your details and attach a few recent, natural and non-photoshopped pictures of yourself along with a short video telling us about yourself to email@example.com
The creator of aussieBum: Sean Ashby
If your enquiry is a unique one and you feel only the owner of the company can answer please feel free to contact Sean directly. Sean designs the entire aussieBum range. He is the principal photographer and heads up the creative department.
Please note, any customer enquiry relating to an order or information on ordering should be directed to our friendly customer service team.
Please note if Sean is away on assignment there may be a short delay in reply.
Where did the Wonderjock come from?
Which items are equipped with the Wonderjock technology?
How do I wear a Wonderjock?
The idea is to basically sit your whole package into the pouch in the front of the item so that the edge of the pouch sits completely underneath and behind it. In other words: "Put the whole salad in the bowl!".
Look down and you’ll see the enhancing and boosting WonderJock effect: lifting you up and out while providing a bigger but natural look! The most important thing is that you’re comfortable, nothing is meant to pinch or rub.