FAQs

Please take time to read these FAQs below before contacting us because 90% of your questions will be answered here. If they aren't feel free to email us at support@eiroy-melbourne.com

GENERAL QUERIES

When Will My Order Arrive?

Most orders are processed and dispatched within 1-3 working days of ordering. An email confirmation with your order number will be sent to the email address once
the order has been dispatched. Orders are sent from our nearest warehouse based on your location.

These are estimated times based on current shipping times
Australia: 6-9 business days

Times may vary due to busy shipping periods or nation holidays.

WHAT IS THE DELIVERY TIME FOR MY ORDER?

We are committed to ensuring that your order arrives as swiftly as possible. We use the most efficient shipping carriers tailored to your location. For detailed information on delivery times and charges specific to your country, please visit our shipping information page.

WHAT IS THE TIMELINE FOR PROCESSING REFUNDS?

After you return your items to us, your refund should be processed within 10 working days from the date our warehouse receives them. You can monitor the status of your return via the track and trace code provided by your selected carrier. This code helps determine when your package has been delivered to our warehouse, at which point the 10-working-day processing timeline starts. Once the refund is issued, we will send you a notification. It may take an additional 3 days for the refund to appear in your bank account. If you do not receive your refund within this period, please contact us at support@eiroy-melbourne.com

WHAT IS YOUR RETURN POLICY?

Our policy allows for returns within 14 days, during which you can send back your purchase without stating a reason. This 14-day period begins from the date you receive your package. Please ensure that the return is postmarked within these 14 days to be eligible for a refund, please visit our Return policy page.

https://www.eiroy-melbourne.com/policies/refund-policy

RETURN CONDITION

Items eligible for return must be in their original, unworn condition with all tags attached.

Please note that sale items cannot be refunded nor are eligible for exchange.

Please be aware that return shipping costs are the responsibility of the customer and are not refundable. For detailed information on return procedures and associated costs, please visit our return policy page or contact our customer support team at support@eiroy-melbourne.com

How Can I Return My Purchase?

To facilitate a smooth return process, please follow these guidelines:

Within 14 days of receiving your order, please inform us of your desire to return items by sending an email to support@eiroy-melbourne.com
Upon receipt of your email, our Customer Support team will quickly provide you with detailed instructions tailored to your specific return needs.
Adhere to these instructions to ensure your return is processed promptly and correctly.

What are your payment methods?

To ensure a seamless and secure shopping experience, we support several payment methods. Below are the options you can choose from when making a purchase:

Credit or Debit Cards: We accept all major credit and debit cards, including Visa, Mastercard, and American Express.
PayPal: Opt for PayPal for a secure and quick checkout process through your personal PayPal account.

Please be aware that the availability of these payment methods may vary based on your geographical location and the items in your cart. For any inquiries or assistance with your payment, our customer support team is ready to help you.

OUR COLLECTION

How Can I Determine the Correct Size?

To ensure the best fit, we recommend using our ‘Size Chart’ available on each product page. Simply click on the ‘Description’ link located just below each product photo to find your ideal size.

How to Wash my Cloths?

Maintaining the quality of your garments through proper washing is essential. Follow this detailed guide to ensure your clothes last longer:

Sort by Color and Fabric Type: Group your clothes into light and dark colors to prevent colors from bleeding. Also, separate delicate items from heavier materials to avoid damage.
Pre-Treat Stains: Address any visible stains with a stain remover or a gentle detergent prior to washing to ensure effective stain removal.
Select Appropriate Washing Settings: Choose a washing cycle that matches the fabric type and soil level of your garments. Opt for a gentle cycle for delicate items and a standard cycle for more durable fabrics.
Choose a Suitable Detergent: Utilize a mild detergent appropriate for the fabric type. Refrain from using bleach or other harsh chemicals, particularly on sensitive materials.
Opt for Cold Water: Washing in cold water helps prevent shrinkage and color loss, and is also more gentle on fabrics, preserving their structure and color.
Invert Clothes: Turn garments inside out to protect the outer surfaces and reduce friction during the wash cycle.
Select a Gentle Cycle for Delicates: If your washer has a gentle cycle, use it for fabrics that are prone to damage or have decorative elements.
Drying Method: Post-wash, either air dry your clothes by laying them flat or hanging them, or use a tumble dryer on a low heat setting to minimize potential damage and shrinkage.
Ironing and Steaming: Iron or steam your clothes as necessary to eliminate wrinkles and ensure they look crisp and neat.

Following these steps will help you keep your garments looking fresh and extend their lifespan.

ORDER PROCESSING AND DELIVERY

Do We Ship to Your Country?

Yes, we provide worldwide shipping. Our orders are handled by trusted international carriers, and local shipping services, guaranteeing dependable delivery across the globe.

For detailed information on shipping rates and estimated delivery times tailored to your specific location, please visit our shipping information page.

https://www.eiroy-melbourne.com/policies/shipping-policy

Can I Cancel or Change My Order?

Once you place an order, our team begins processing it promptly to ensure fast delivery. Due to our commitment to quick service, we are unable to modify or cancel orders once they are submitted. We encourage you to review your selections carefully before completing your purchase.

If you need further assistance or have any inquiries about your order, our customer support team is available and eager to help. Please contact us at your earliest convenience at support@eiroy-melbourne.com

Should you not be satisfied with your items upon receipt, remember that you can return them within 30 days following their arrival.

What Steps Can I Take If My Shipping Address Is Incorrect?

If you've entered the wrong shipping address for your order, please act swiftly to correct it:

Immediate Action: As soon as you realize the mistake, get in touch with our customer support immediately. We are more likely to adjust the address if we catch it before the order is dispatched.
Post-Dispatch: If the order is already on its way, your next step is to contact the designated shipping carrier. They may be able to reroute your package to the correct address. Please note, this service may require an additional fee and is dependent on the carrier's policies.
Prevent Future Errors: To prevent this issue in future orders, please carefully review and confirm all shipping details are correct before completing your purchase, paying special attention to numbers and spellings in your address.

These proactive steps will help ensure that your order reaches the correct destination without unnecessary delay.

RETURNS AND EXCHANGES

What Is Your Return Policy?

Return Period:

14-Day Return Window: You have 14 days from the date of receipt to initiate a return. Please ensure your items are sent back to us within this timeframe.

Return Conditions:

Product Condition: Returns are only accepted if the items are unworn, unwashed, and retain all original tags, making them suitable for resale.
Sale Items: Items bought on sale can't be refunded but are eligible for an exchange or store credit.

Return Shipping Costs:

Non-Refundable: Original return shipping fees are not refundable. Customers are responsible for the cost of return shipping, except in cases where the return is due to our mistake.

For detailed guidelines on how to process your return, or if you need assistance, please contact our customer support team. They are ready to help you ensure a smooth return process.

What Steps Should I Follow to Return an Item?

To facilitate a return simply follow these steps:

Initiate Contact: Send an email to support@eiroy-melbourne.com within 14 days of receiving your goods. Please specify in the email that you wish to return one or more items.
Follow Instructions: We will respond quickly with all the necessary return instructions to guide you through the process.

We're dedicated to ensuring a smooth and straightforward return experience. If you need additional assistance or have any questions, our customer support team is always ready to help.

What Are the Costs Associated with Returns?

The cost of returning items may vary based on your location and the reason for the return. We recommend using a tracked shipping method with a reliable carrier to ensure your return is safely delivered to us.

How Long Will It Take to Receive a Refund?

We strive to process returns swiftly. Once your returned items reach our warehouse, we aim to process them within 10 working days. You can track the arrival of your package using the track and trace code provided with your return shipment. The 10-working-day processing period begins once the package is confirmed at our warehouse. You will be notified once the refund has been issued. Please allow up to 3 additional days for the refund to reflect in your bank account.

How to Locate My Order Number for Returns?

Finding Your Order Number: You can find your order number in the confirmation email we sent you after your purchase. This number is essential for registering your return.

Didn’t Receive Your Confirmation Email? If you didn't receive the email or if there are any discrepancies, please contact our customer service team. They are available to help you retrieve your order number and ensure your return process is smooth.

What Should I Do If I Receive a Faulty or Damaged Product?

If you receive a product that is faulty or damaged, we're here to assist you with resolving the issue promptly:

Document the Issue: Take a clear photo of the damaged or faulty product.
Contact Us: Send an email to to support@eiroy-melbourne.com, attaching the photo of the issue. Include your order number and a brief description of the problem in your email.
Our Response: Our dedicated customer service team will swiftly review your message and collaborate with you to find a solution as quickly as possible.

We are committed to ensuring your satisfaction and resolving any issues with your order. Please do not hesitate to contact us if you encounter any problems.

How Long Will It Take to Process My Return?

We strive to handle returns efficiently and promptly:

Return Receipt and Processing: Once we receive your returned item in our warehouse, we will begin processing it. We aim to complete this within 10 working days.
Tracking Your Return: You can monitor the arrival of your package at our warehouse using the track and trace code provided with your return shipment. The processing period starts once the package is confirmed as received.
Refund Notification: After processing your return, we will issue a refund. You will receive a notification once the refund has been initiated.
Refund Visibility: Please allow up to 3 additional days for the refund to appear in your bank account after it has been processed.

We appreciate your patience as we work to ensure that your return is handled smoothly and your refund is processed swiftly. If you have any questions during this period, please feel free to reach out to our customer support team.

Contacting Customer Service

How Can I Contact Customer Service?

If you have any questions or need assistance, our customer service team is readily available to help. You can reach us seven days a week for support on any issue.

Email Us: Send your inquiries to to support@eiroy-melbourne.com

What Is the Response Time for Customer Service?

We strive to respond to all inquiries within 24 hours. Our goal is to provide you with timely, helpful answers and ensure a smooth experience with our services. If your matter is urgent, please indicate this in your communication, and we will prioritize your query.