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Frequently asked questions

 

Can I return items purchased online?

Any item beleived to be faulty or damaged in transit can be returned at any time, whether or not that item was purchased during a temporary promotion or sale.

We also accept change of mind exchanges and/or returns on full price items returned to us within fourteen days of receipt.

If you change your mind, items purchased during a temporary promotion can be returned or exchanged at any time within fourteen days of receipt, however we cannot accept change of mind return or exchange of marked down sale items from the sale category or shoes that have been worn.

For more information, please read our online return policy.

Can I return a sale item?

Any item beleived to be faulty or damaged in transit can be returned at any time, whether or not that item was purchased during a temporary promotion or sale.

If you change your mind, items purchased during a temporary promotion can be returned or exchanged at any time within fourteen days of receipt, however we cannot accept change of mind return or exchange of marked down sale items from the sale category or shoes that have been worn.

For more information, please read our online return policy

How do I return or exchange an item?

We will happily accept the return or exchange of merchandise that has been purchased online and returned to us in it's unworn and original condition with labels and swing tags intact. This requirement does not apply to items which are returned because they are faulty or damaged.

Items can be returned for a refund or an exchange for free in any full price store in Australia or posted back to our online warehouse for processing.

For more information, please read our online return policy.

Can I track my delivery online?

Once your order has been dispatched, you will be able to track your parcel online with Australia Post. Your tracking ID will be located in your Shipping Confirmation email.

What is my expected delivery time?

We do our best to process and dispatch all orders within 24 hours, excluding weekends and public holidays. Please note that during peak sale periods this time may be extended. Within Australia, regular delivery can be expected within 3-7 business days from dispatch and express delivery within 1–2 business days from dispatch. We offer an express delivery service to New Zealand, delivery can be expected within 2-4 business days from dispatch. Worldwide delivery is offered on an express courier service with an estimated delivery time of 3-10 business days from dispatch.

For more information, please read our online delivery policy.

Can I change my delivery address after my order has been placed?

We process and pack orders as quickly as possible however may be able to amend your address if your order has not been dispatched. To request to change your delivery address please contact customerservice@decjuba.com or phone 03 9411 0214 and we will do our best to change this for you. If your order has already been dispatched, we are unable to amend the delivery address. 

Can I place an item on Lay-By?

No, we do not offer a lay-by service online or in store.

Can I use my Gift Voucher or Credit Note online?

Unfortunately our website is unable to accept Gift Cards & Credit Notes, these are redeemable in store only.

What currency is the website in?

All prices on our website are in Australian Dollar. Please note that for international purchases, there may be international currency conversion and/or banking rates charged by your bank. Decjuba does not have any control and is not responsible for any international currency conversion and/or banking rates.

My credit card was declined for Suspected Fraud, what does this mean?

We have a high level of protection in place on our website to protect our customers from potential fraudulent activity. This notification is triggered when the credit card country of issue being used for purchase does not match the country IP address of the computer or device being used to place the order.

If you have a PayPal account you will be able to use this as an alternative payment method to check out successfully. If you do not have a PayPal account, please contact customerservice@decjuba.com or phone 03 9411 0214 and we will do our best to assist you.

I put something in my shopping cart and now it is sold out, why?

All items that are placed in the shopping cart are not reserved or placed on hold for any amount of time, we recommend promptly placing an order to ensure you secure the items.

The item I want is out of stock, what now?

Items listed as sold out online may still be available in stores and we may be able to locate them for you to purchase. Please contact customerservice@decjuba.com or phone 03 9411 0214 with the details of the item sold out online and we will do our best to assist you.

I have asked for a password reset, but nothing has appeared in my inbox, why?

If you have never purchased from us online before you may not have an online account set up, even if you have purchased in store and/or receive our emails. You will not receive a password reset email if you do not have an online account. If you have not yet created an online account, you must create an online account to log in and proceed through the checkout process. Once you have placed an online order, your online & in-store order history along with your member benefits will be stored together.
You may also not be receiving a password reset email because an alternate email address is connected to your online account. If you do not have an alternate email address or if you are still having problems logging in, please contact customerservice@decjuba.com.au or phone 03 9411 0214 and we can investigate for you.

The website is not letting me check out, what can I do?

You must be logged into your online account to checkout online, if you are logged into your online account please ensure you have a valid billing & shipping address saved against your account in order to complete the checkout process. If you are still having problems checking out, please contact customerservice@decjuba.com.au or phone 03 9411 0214 and we can investigate for you.