HELP CENTRE

We ship worldwide via express courier. Shipping costs and free shipping thresholds vary by destination:

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 (within Australia)

Signature on delivery is standard; request 'leave safe' in your order notes if preferred.

Track: Australia Post Tracking HERE

🌎 International (outside Australia)

Shipped via DHL Express — timing varies by location. 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 EXPRESS 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

Moving Sale - Further 40-50% off Sale

• Items purchased on our Moving Sale (further 40-50% off sale) promotion are final sale - no returns, exchanges or refunds are allowed. These items are not eligible for return/refund (unless deemed faulty).

Returns & Exchanges

Full-Priced Items:

• Refunds: Available for all full-priced items paid via standard credit or debit cards.
• International refunds (US/CAN/UK/NZ and Rest of world) - Import duties and local taxes are non-refundable. In the event of a return, only the item's purchase price will be refunded.
  
• Exchanges & Store Credit: We offer exchanges or store credit for all full-priced merchandise within 7 days of delivery.
  

• Due to fast sell-out of our items, we advise that you re-purchase your desired item to ensure stock availability and return for refund (if you are eligible).
  

Important Exclusions:

• Installment Payments: Orders placed via Afterpay/ZipPay/Klarna are eligible for store credit or exchange only; no refunds will be issued.
  
• Pre-Orders & Promotions: All pre-orders and items purchased with a discount code are eligible for store credit or exchange only.

Return Conditions

Return items must be lodged through our Returns Portal within 7 days of delivery to you.

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 is eligible for store credit or exchange only. For hygiene reasons, items must be unworn with all tags and hygiene liners intact. Proof of purchase is required.

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.

All international (US/CAN/UK/EU/NZ and rest of world) returns are processed through our Returns Portal, which automatically calculates a live shipping rate for the customer to pay based on the specific location and item weight.

International refunds (US/CAN/UK/EU/NZ and Rest of world) - Import duties and local taxes are non-refundable through GWG. In the event of a return, only the item’s purchase price will be refunded.If you have paid duties and/or taxes to your local customs authority, any request for a refund of those charges must be lodged directly with the customs authority of the destination country, as these amounts are not retained by GWG.

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.

Click here to submit a return →

Full-Priced Items
We offer refunds, store credit, or exchanges for all full-priced merchandise.

• Alternative Payments: Please note that orders placed via buy-now-pay-later services (Afterpay, Zip) are eligible for store credit or exchange only.
• Pre-Orders & Promotions: Items purchased on pre-order or with a discount code are considered final and are eligible for store credit or exchange only.

Conditions
Return items must be lodged through our Returns Portal within 7 days of delivery to you. 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.

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, 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. All international (US/CAN/UK/EU/NZ and rest of world) returns rates are automatically calculated for you in the returns portal based on your specific location and item weight.

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 if the stock is available in our retail location.

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 1pm (Mon–Fri) will be packed and ready for pick up the same day (excluding sale or clearance items which may take longer to locate). Same Day Delivery cost is $30 AUD.

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.