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Frequently Asked Questions

Shipping and order tracking
Exchanges and returns
International orders
My account
Security
Shop and pay
The brand
The products

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Shipping and order tracking

How can I see the status of my order?

For information regarding the status of your order, whether you've just placed it or if you'd just like to check on it, have a look at ORDER STATUS which is located at the bottom of any page.

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 our logistics centre in Sydney, Australia although only domestic orders or international orders sent with Priority Express Post and First Class Airmail packages can be tracked end to end until the destination is reached.

If your parcel is being shipped within Australia or internationally with Priority Express or First Class Airmail, the tracking information is provided in in your Order Shipped notification email. 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 “Economy Airmail” for international shipments was selected for your order, no tracking facility is provided. Please allow the given delivery time, taking into consideration the possibility of customs clearance delays occurring within your country (refer "Economy Airmail").

When is my order processed and sent?

We process and ship all orders the following business day from right here in Sydney, not including Australian Public Holidays. Please bear in mind additional delays may occasionally occur due to an increased volume of orders during peak sales periods.

Shipping costs

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 Economy Airmail 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. Free shipping options do not include international Priority Express Post, First Class Airmail deliveries, local couriers or Express Post deliveries within Australia.

While we are happy to offer free Economy Airmail 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 these locations. Shipping fees have been reduced for these destinations.

Economy airmail delivery

It usually takes 10 to 15 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. Belgium, Canada, Chile, France, Germany, Italy, Netherlands, Russia, and Spain can be up to 8 weeks, on very rare occasions Brazil and Portugal can take up to 10 weeks.

First class airmail with tracking

This is a premium airmail service which includes end to end tracking on your parcel. This service is available for selected countries only. Shipment times vary from 6-8, to 8-10 Business Days depending on country of destination. Customs hold ups may still occur from time to time.

Priority express post delivery

FedEx deliveries are received within 5 business days of shipment and are fully traceable via the Fedex Website Please note that FedEx deliveries may be assessed for 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 FedEx shipments to the US of over AUD$400.00 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.

FedEx shipments to South Africa with the value of 500 ZAR or over will require an Import code or Identification number on the commercial invoice.

Australian standard delivery

AusPost will deliver your parcel within about 7-10 business days. Delivery within Sydney Metro area is generally shorter: approx. 3 - 4 business days. If your package has not arrived within 10 business days from shipment, give your local Post Office a call just to make sure it's not waiting there for collection. If the parcel is not at the Post Office, give our Customer Service Team a call and we'll chase it up with AusPost.

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 the Australia Post Delivery Network Table 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 here.

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 help@aussiebum.com or by phone on (02) 9560 2626.

General delivery information

Delivery times are from the date of dispatch. Orders are typically dispatched the next business day after they have been placed on the website. We send all of our garments directly from right here in Sydney, Australia and delivery times vary depending on where you live.

All shipping times provided are based on estimations by our shipping providers. We cannot be held responsible for any hold ups outside of our control.

I am not sure if my order was processed successfully?

If you think something went wrong when submitting the order, get in contact with our Customer Service team first before placing a new order. Send us an email at help@aussieBum.com and we'll assist you further.

I am missing an item?

Sometimes we just can't make items fast enough! But don't stress, the rest of your order is already on its way to you. We'll get the backordered item out in a separate parcel at no extra cost! We usually notify you with an indication on the invoice. If you haven't received notification from us, please send your details to our Customer Service team at help@aussieBum.com and we'll get it sorted.

Wholesale orders

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 wholesale@aussiebum.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.

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.

Exchange Form

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
AUSTRALIA

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 “FAULTY PRODUCT OR ITEM?“

When trying on items, please keep items clean and unstained; 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 on +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.

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 on +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.

Who pays the postage for an exchange?

The cost of returning the item to us is your responsibility including currency conversion costs. For your first exchange of products or an order, we will ship your replacement free of charge. If a further exchange on the same order is requested, aussieBum reserves the right to charge additional postage for the shipment back to you. This is typically around AUD $8 depending on the number of items being sent.

Wrong item received?

We do our best but sometimes mistakes do happen. After all, we're only human!   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?

Here at aussieBum we pride ourselves with garments made of highest quality. Product faults are rare and we do our best to ensure that every packed item is reflective of our renowned quality standards.

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?

Yes you can. The refund will be credited to the original method of payment used to purchase the gift or gift voucher.

Product availability

aussieBum is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. However, in some instances an item indicated as available on the website may be temporarily out of stock or sold out by the time your order or exchange is being processed and fulfilled. In this case we will notify you within 2 business days to arrange for the backorder to be shipped out to you in a separate parcel at our cost OR in case of a discontinued item, we will offer you a voucher, exchange item or issue a full refund.

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.

Bundles

Products purchased as part of a bundle or multi pack discount are treated as ‘Sale’ items and cannot be returned or exchanged unless there is a manufacturing defect.

Individual garments purchased as a part of a bundle which are being returned due to a manufacturing defect may be asked to be returned with the entire bundle.

International orders

Will I have to pay any taxes or duties for my order?

International orders can incur taxes and duties as determined by the Customs agency within the destination country. Although this doesn't always happen, assessment of duties and taxes will be based upon the value of the order and the Tax-free threshold (if applicable) for goods imported into the destination country. Payment of such taxes/duties is the responsibility of the recipient. This will occasionally be listed as an 'Additional Postage Fee’; more information can be obtained by contacting your local customs office.

My account

How do I change my email address?

Just send us an email at help@aussieBum.com from your current registered email address with the request. Simply advise the old and new email addresses and we'll take care of the rest. We'll let you know when it's all done.

Am I a registered member?

When you order on the website, we automatically register you as a member. You can also be a member without purchasing from aussieBum and you can purchase from aussieBum without being a member by deselecting the default. 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 the profile icon at the top right of any page, enter your email address and the password provided and click Sign In.

Security

How safe is ordering online at aussiebum.com?

At aussieBum, we use the latest encryption technology from VeriSign (the leading provider of the most trusted solution for online security), so there’s no need to worry. On our website, we use Secure Socket Layer (SSL) with extended validation that provides 256bit encryption to all data sent to and from our website. Customer security matters to us and we know you'll agree that with our customer safety platforms, along with our user-friendly interface, makes for a smooth shopping experience.

Does anyone have access to my personal information?

The only time personal details are provided to a 3rd party is when we believe a consumer is actively using a credit card for fraudulent purposes. These details are supplied to the necessary authorities. The consumer's IP address is also recorded plus their signature ID from the server account used to place the order. Click here to read our complete Privacy Policy regarding ordering via our website.

I haven't received my password to reset email?

You should receive your reset email password almost instantly after requesting it. If not wait at least 5 minutes and re-check your inbox. If it has still not arrived after 5 minutes, make sure you have checked your spam folder as well as the you have added no-reply@aussieBum.com to your spam white list.

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 mould to your form. Most 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.

Some new ranges in the apparel section are made overseas simply because the manufacturing capabilities don’t exist here in Australia to make such products. We’d love nothing more than to have these items also made locally, but it’s just not feasible. Any products that aren’t made locally are clearly marked in the product description or garment care on our site.

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 E-mail, please click on the following link to download our order form in PDF format. Once completed send it via email at order@aussieBum.com.

ORDERFORM

I have a discount code: How do I use it?

To apply your code, enter it in the appropriate field during the payment step of the Checkout. Only one discount or promotional code can be used at a time. It's pretty straight-forward but contact our Customer Service Team at help@aussieBum.com if you need a hand.

An item is marked as "sold out" or "out of stock": Will it be available again soon?

If the size shows as "OUT OF STOCK", it means that we do not currently have any units available. The item is currently out of stock- but don't worry, they're usually back in within a week or two. If you click on a size that is labelled as 'Out of Stock - click for notification', a box will appear saying 'Notify Me'. Click the button and enter your email address so we can let you know when that selected size is back in. If the size shows as "SOLD OUT" then all resources for the current stock for this range has been fully sold out and the item will be discontinued until further notice. If the item is in demand it may be reintroduced.

I just placed an order but did not receive an email confirmation?

Firstly, please ensure that you indeed finished the checkout process and completed the order. The last page displays the order number. If you have completed your order, we suggest you take a look in the spam folder of your email account. Please add aussieBum to your safe sender list in order to receive emails from us. If unable to locate confirmation email, it may have been mistyped or undeliverable. Contact aussieBum Customer Service team at order@aussieBum.com and they will confirm whether the order was successfully submitted and/or a payment made.

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. This activity is deemed fraudulent and may cause the parcel to be denied entry and returned to sender.

Is GST included in the listed price?

If you are browsing our website from within Australia, GST is automatically included in the listed price (you’ll see incl. GST after the price). If you are browsing our website from outside of Australia, GST is NOT included in the listed price. Please note that regardless of the billing address or from where in the world you place your order, if the destination address is within Australia, GST applies and will be added to the total of the order. Note: Norfolk Islands, Christmas Islands and Cocos Islands are GST exempt territories.

Credit card payment

We accept MasterCard, Visa and American Express. Some debit cards are also accepted, depending on the rules of the issuing bank or institution. Payment by credit card is the fastest way to have your order processed and shipped. Our instant payment facility provides you with the status of your payment immediately!

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

It could be any number of reasons - wrong card number or expiry date, insufficient account balance or your card provider may not allow overseas purchases so they might need to unblock your credit card for payments to Australia. If you are sure you have entered information correctly, it's best to contact your bank and try again!

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

Amount:

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.

BSB No.:032267
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

aussieBum would like you to know that we will not make price adjustments and cannot refund differences in price for items that have been ordered before or after a sale-period. The sale price is for a limited period of time only and applies to all purchases, everywhere in the world. If you have subscribed to receive our newsletters you will be the first to know about any sales plus weekly product releases.

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.

Sale Prices

During sale periods Sale Discounts may be changed at any time without notice. Products and ranges may also be added or withdrawn to the sale promotion without notice. Prices will go both up and down – if you see a price you like, buy right away to avoid disappointment. All sale prices are while stocks last.

The brand

Marketing, Media and Public Relations

If you have a media, marketing or public relations enquiry please email the marketing team directly via media@aussiebum.com.

Where can I buy aussieBum?

The only place where you are able to browse and purchase our whole collection including the latest releases is www.aussieBum.com. We offer an easy and flexible shopping experience. What's more, we offer you free postage for all standard deliveries. An exclusive selection of the most prestigious department stores stock some of our ranges including Selfridges in London.

How do I become an aussieBum model?

We're always on the lookout for new models. If you think you have what it takes, fill in this form and send it with your portfolio to model@aussieBum.com.

How do I become and official aussieBum retailer?

We'd be more than happy to consider your application as a new official retailer. Just send an email toretail@aussieBum.com and give us some details about yourself and your store, the more information you can send through the better! Please include the address and some pictures of the store plus information on how long you've been operating and other brands you work with.

Career opportunities

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 career@aussiebum.com.

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 model@aussiebum.com.

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, is the principal photographer, and heads up the creative department. Contact Sean via seanashby@aussieBum.com.

The products

Free Rugby Shorts Promotion Terms and Conditions

Offer ends 22/12/17 at 10am AEST. One free Rugby Pro shorts per order with a value above $60 AUD, $45 USD, 35 EUR or 30 GBP. Offer valid while stocks last. Colour and/or style of promotional items may vary from that shown. Promotional item has no cash value and no alterative will be offered. No exchanges or returns for promotional items. ‘Sale’ terms and conditions apply to promotional orders. This offer may be withdrawn or altered at any time. aussieBum reserves the right to cancel the promotional items applied to any orders without notice.

Socks & Jocks Week Terms and Conditions

Offer ends 4/9/17 at 2pm AEST. One free Seamless.Tech 2.4 and one free pair of socks per order with a value above $50 AUD, $40 USD, 35 EUR or 30 GBP. Offer valid while stocks last. Colour and/or style of promotional items may vary from that shown. Promotional item has no cash value and no alterative will be offered. No exchanges or returns for promotional items. ‘Sale’ terms and conditions apply to promotional orders. This offer may be withdrawn or altered at any time. aussieBum reserves the right to cancel the promotional items applied to any orders without notice.

Free Socks Promotion Terms & Conditions

During promotional periods, Free socks are offered one pair per customer only. This may entail the use of a promotional code. This offer may be withdrawn at any time, without notice. Colour and style of product offered may vary. aussieBum reserves the right to remove promotional items from any order. Promotional period times and dates may change at any time.

Which items are equipped with the Wonderjock technology?

We offer the exclusive WonderJock technology in a variety of both underwear and swimwear styles. The items with are indicated on our website with the following terms: WJ for example WJBare, WJPro WJRaw Exposed and in swimwear WJClassic, WJStorm etc.

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.

Where did the WonderJock come from?

You! The idea for the WonderJock came from all the feedback we received from our customers. With ideas pouring in from our fans, we never stop redesigning and reinventing ourselves. The patented WonderJock technology has no padding or artificial extras, just an innovative and exclusive design that enhances your natural assets.

My swimwear is too transparent!?

Please be aware of the fact that on some of our swimsuits in light colours, in particular white and yellow when they come without lining, they may appear rather transparent when wet: This is to be expected, it is by design. This cannot be claimed as a product fault. However, if you are uncomfortable with this outcome, and as long as the product has not been worn and washed, you can still action our 90 days return policy, and get an exchange or a refund.