Customer Q&A

Do I need to set up an account to make a purchase?

No, you can make an online purchase as a guest.

I've forgotten my password. What should I do?
In the Log In section, click on Forgot Your Password?  You will then be asked to enter your email address.  A new password will be sent to your email address with which you can log in to your account.  You can update or change your password at anytime in your account.

Which size should I choose?
In order to ascertain which size you are, you will need to measure your body and match your measurements to the sizing chart.  Please refer to the Sizing Chart.

How do I know if an item is in stock?
If an item is in stock, it will appear in the SIZE drop down menu under the individual product information.  

What happens if a product I want is out of stock?
If an item is listed on the website as out of stock, you can email info@tiffanytreloar.com.au to make an enquiry as to when and if more stock is expected.  In the event that an ordered item is not available, or we are unable to fulfil your order we will notify you within 2 business days to arrange an agreeable alternative item, a backorder or a full refund.

What payment methods does Tiffany Treloar accept?
Payment can be made with Visa or Mastercard.  Alternatively you can contact info@tiffanytreloar.com.au for direct deposit banking details.

Is it safe to use my credit card online at Tiffany Treloar?
When purchasing from Tiffany Treloar your financial details are passed through a secure server using the latest 128-bit SSL  (secure sockets layer) encryption technology. 128-bit SSL encryption is the current industry standard. If you have any question regarding our security policy, please contact our customer support service at info@tiffanytreloar.com.au

What currency is the transaction made in?
All transactions are processed in Australia Dollars (AUD).

How much duties and taxes will I have to pay?
Duties and taxes will be charged to the purchaser.

Which countries does Tiffany Treloar ship to?
Tiffany Treloar ships worldwide.  

How soon can I get my order and how much will it cost?

DELIVERY WITHIN AUSTRALIA  
Tiffany Treloar delivers products Australia wide using Australia Post EXPRESS POST SATCHELS. We charge a flat rate of $11 for every order regardless of quantity within Australia.
Orders are dispatched within 2 business days and shipping times are estimated at between overnight and 5 business days depending on your location within Australia.

DELIVERY OUTSIDE AUSTRALIA   
For all purchases sent outside Australia we use DHL Registered GlobalMail.  

ZONE 1
New Zealand
ZONE 2
Asia Pacific
ZONE 3
Western Europe
ZONE 4
USA, Canada, Middle East 
New Zealand
China
Austria
Afghanistan
Fiji
Finland
Canada
Hong Kong
France
Iran
India
Greece
Iraq
Indonesia
Germany
Pakistan
Japan
Ireland
Saudi Arabia
Malaysia
Italy
USA
Thailand
Netherlands
Yemen
Vietnam
Spain
United Kingdom

 
International shipping rates are calculated by weight and destination zone.  Orders are dispatched within 2 business days and shipping times are estimated at between 10 - 12 business days.

Do I need to sign for my order?
International deliveries require a signature upon delivery. You may wish to provide a work address to ensure you can sign for delivery when the shipment arrives.

P.O Box addresses cannot be accepted. Deliveries within Australia do not require a signature upon delivery.
 
What packaging will my order be shipped in?
Your order will be shipped in tissue paper to protect the product as well as a waterproof plastic satchel to prevent water damage.
 
How will I know you received my order & when will payment be deducted?
You will receive a confirmation email upon receipt of your order. Payment will be processed at this time.
 
I just received my delivery and the item is faulty.
All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition please email info@tiffanytreloar.com.au immediately.

Can I track my order?
You will be notified via email upon dispatch of your order.  

Deliveries within Australia will be sent via Express Post satchels, which do not have a tracking service.  

International orders require a signature upon delivery but are not trackable. We have selected this service to be able to provide our international customers with a competitive shipping price, however we are happy to arrange a trackable courier service for you if required (this will incur an additional fee).

Where is my order?
In the case that your order has not arrived within the outlined timeframe, please email info@tiffanytreloar.com.au immediately. If an incorrect address has been provided, Tiffany Treloar cannot be held responsible for the lost goods. Please take care when
providing your details to ensure that information you provide to us is accurate and correct. We will make every reasonable effort to retrieve the missing goods and get them to you.

How do I return or exchange an item?
Please choose carefully. You can choose between a refund, exchange or credit where goods are faulty, have been wrongly described, are different to the product purchased on the website or doesn’t perform as advertised.
 
HOW TO MAKE A RETURN

  1. Email returns@tiffanytreloar.com and request a Return Authorisation Number within 48 hours of receiving your order.  
  2. Upon approval of the return or exchange, you will be emailed a Return Authorisation Number.
  3. Write the Return Authorisation Number on the original receipt and include in package with returned items. Arrange shipment to:
    Tiffany Treloar
    191 Flinders Lane
    Melbourne 3000
    Victoria, AUSTRALIA
  4. You will be notified via email once your return has been received and processed.

Domestic returns and exchanges are accepted within 14 days of the dispatch date and International returns and exchanges within 28 days.  Items returned without an authorisation number or outside these time frames will not be accepted.

Items for return must be in original condition, unwashed with labels attached and in original packaging. We do not accept items with any indication of having been used. In such cases, items will be returned to the purchaser.

Tiffany Treloar will happily exchange an item for the same item in a different size, subject to availability.  

If a different garment is desired, a store credit will be issued and a new order processed.

It is advisable to send returned items by registered post and keep your proof of purchase certificate, as we cannot be responsible for goods lost or damaged in transit. Please note that postal costs for returned goods are the customer’s responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods.  
 
Will I be refunded the full value of my order?
Please choose carefully. You can choose between a refund, exchange or credit where goods are faulty, have been wrongly described, are different to the product purchased on the website or doesn’t perform as advertised.

Upon approval of the returned goods, if you wish to receive a refund we will re-credit the original purchaser’s credit card for the sum paid less any shipping, duties and taxes.
Please note that card refunds may take up to 10 business days for your bank to complete, depending on the bank’s processing time.  

Does Tiffany Treloar have seasonal sales?
On occasion, Tiffany Treloar will have a sale. If you have purchased an item that is now on sale, we will gladly offer a price adjustment if the original date of shipment is within 7 days of the sale offering.

Is my personal information kept private?
Tiffany Treloar understands that you are placing your trust in us when providing your contact details. We respect that trust and we are committed to protecting your privacy.
Your rights to privacy are also protected under the law and we are required to treat certain information collected from you as confidential according to the National Privacy Act. This information is only used by Tiffany Treloar. We do not share, sell or trade any personal information gathered from you online.

What is Project 332?
Tiffany Treloar is working toward a complete synergy between her environmental values and her work. This commitment to promoting better ways of living and working has resulted in the PROJECT 332 Collection.
PROJECT 332 is about researching and implementing ways to improve the sustainability of our collections through the use of more eco-friendly fabrics and textile printing techniques.

Are the colours accurate?
The colour of our products that you see on this website depends on the display and colour capabilities of your particular colour monitor and may not be the exact colour or representation of the actual product. Please understand that we have made every effort to display the products featured on the Tiffany Treloar website as accurately as possible, but we cannot be responsible for the colour accuracy of your monitor.