HELP CENTRE
Online Orders (11th December 2025 – 26th December 2025)
All online purchases made between the 11th December and 26th December 2025 are eligible for an extended return period of 14 days from the date of order placement. Items must be unworn, unwashed, and in original condition with all tags attached.
In-Store Purchases (8th December 2025 – 9th January 2026)
All in-store purchases made between 8 December and 31 December 2025 are eligible for return until 9 January 2026 for store credit or exchange only. No refunds provided for in-store purchases. Items must be unworn, unwashed, and in original condition with all tags attached.
Full-Priced Items
Full priced items (not purchased with Afterpay or Zippay) can be returned for a refund, store credit or exchange. Items purchased with Afterpay or Zippay can be returned for store credit or exchange only.
Pre-order items or items purchased with a discount code can be returned for store credit or exchange only.
Return Conditions
Items must be lodged through our Returns Portal within 7 days of receipt (domestic) or 14 days (international).
Items must be unworn, unwashed, unaltered and in original condition with tags attached. Previously exchanged items can be returned for store credit or exchange only.
Swimwear
Full priced swimwear (in-store and online) can be exchanged or returned for store credit only. You must provide proof of purchase and items must have tags and hygiene stickers attached. For hygiene reasons returns may be refused if these conditions are not met.
Final Sale Items
Sale items, jewellery, perfume and intimates are final sale and cannot be returned for store credit, exchange or refund.
Click HERE to make a return.
Shipping Information
Dispatch
Orders placed before 9:00am (Mon–Fri) ship the same day. During sales or promotions, please allow up to an additional 72 hours for dispatch.
🇦🇺 Domestic (Australia)
Shipped via Australia Post Express — typically 1–3 business days from dispatch (carrier delays may occur). Cost: $12 AUD, or FREE on orders over $229 AUD.
Signature on delivery is standard; request “leave safe” in your order notes if preferred.
Track: Australia Post Tracking HERE
🌎 International
Shipped via DHL Express — timing varies by location:
New Zealand: ~3–5 business days, $35 AUD (FREE on $749+ AUD)
United Kingdom: 3–10 business days £38 GBP (FREE on orders over £219+ GBP)
UAE: 3–10 business days, 70 AED (FREE on orders over 1,050 AED)
Rest of world: 3–10 business days, $50 AUD (FREE on $749+ AUD)
We use a Delivered Duty Paid (DDP) service where applicable (duties/taxes collected at checkout). Local fees (e.g., customs inspections, storage, last-mile surcharges) may still apply and are the customer’s responsibility. Customs values cannot be altered.
Track: DHL HERE
Tracking & Notifications
You’ll receive a dispatch email with your tracking number. Please allow a few hours for the link to activate. If you can’t locate it, contact sales@girlswithgems.com
Payment
Pre-order items must be paid in full at the time of purchase. Please note that promotional codes or subscription discounts cannot be applied to pre-order purchases.
Cancellations & Returns
If you wish to cancel a pre-order, you will receive a store credit, not a refund.
Pre-order items can also be returned once received; these returns are eligible for a credit note only, in line with our returns policy.
Fulfilment & Delivery
Pre-order items will be shipped once the stock arrives at Girls With Gems. If your order includes both pre-order items and in-stock pieces, the order will be held and dispatched together once all pre-order items are available.
Return Eligibility
Full-priced items are eligible for exchange or a 12-month store credit when returned within 7 days of purchase. We do not offer refunds on in-store purchases.
Pre-order items are eligible for store credit only (no refunds). Sale items are FINAL SALE and are not eligible for credit, exchange, or refund.
Location
Girls With Gems
5 Transvaal Avenue, Double Bay NSW 2028, Australia
Boutique Hours
Monday to Friday: 9:00am – 5:30pm
Saturday: 9:00am – 5:00pm
Sunday: 10:00am – 4:00pm
Click & Collect / Pick Up Information
Pick Up Location
Yes, we offer pick up from our Double Bay boutique:
Girls With Gems
5 Transvaal Avenue, Double Bay NSW 2028
Order Confirmation
You’ll receive an email or SMS once your order is ready for collection. Please wait for confirmation before arriving, as some items may need to be transferred from our warehouse.
Same Day Collection
Orders placed before 11:00am (Mon–Fri) will be packed and ready for pick up the same day (excluding sale or clearance items which may take longer to locate).
For urgent same-day requests, please contact our boutique team directly on 0413 488 823 so we can prioritise your order.
Returns
Yes - Click & Collect orders can be returned in line with our standard returns policy.
Click here to submit a return →
Full-Priced Items
Refund, store credit, or exchange available. Orders with Afterpay/Zippay, pre-order, or discount code: store credit or exchange only.
Conditions
Return via our portal within 7 days (domestic) or 14 days (international). Items must be unworn, unwashed, unaltered, with tags attached. Previously exchanged items: store credit or exchange only.
Swimwear
Full-priced swimwear eligible for exchange or store credit only. Must include proof of purchase, tags, and hygiene stickers attached.
Final Sale
Sale items, jewellery, perfume, and intimates are final sale and not returnable.
Our online team is super speedy so once your order has been processed there is a chance that your order will be shipped out very shortly after. Sometimes we can't stop your order from going out so please contact us HERE to cancel your order as soon as possible.
If we cannot stop your order from going out, you will need to return the order at your own expense.
Faulty Items
If you believe your item is faulty, please submit a request through our Returns Portal using your order number, email address, and clear images of the fault. Our team will liaise with the manufacturer to determine the best solution. Please allow 2–5 business days for this process.
Refund Eligibility
Refunds are only issued if an item is deemed faulty, and this will include the original shipping cost. All other eligible returns will be issued as a store credit or exchange in line with our policy.
Processing Times
Refunds are processed within up to 5 business days of receiving your return. You’ll be notified via email once your refund has been completed.
Return Timeframes
All returns must be lodged within 7 days of delivery (domestic orders) or 14 days (international orders), as shown on your tracking. Items must be securely packaged and in their original condition.
Lost Parcels
Girls With Gems is not responsible for parcels lost in transit. We cannot issue refunds, exchanges, or credits for lost returns.
Return Costs
We do not currently offer free returns. Return shipping costs are the responsibility of the customer.
