FAQs

 

If you can’t find the answer you’re looking for, feel free to contact us at info@deebydwang.com — we’re here to help.

 

SHIPPING

How long does shipping take?

  • Australia & New Zealand: 5–8 business days

  • International: Delivery times vary depending on destination and will be shown at checkout

How much does shipping cost?

  • Australia & New Zealand: Free shipping on orders over $500 AUD; $45 AUD flat rate for orders under $500 AUD

  • International: Free shipping on orders over $500 AUD; shipping fees for orders under $500 AUD are calculated at checkout

Will I be charged duties or taxes?
For international orders, all applicable taxes and duties are included in the total at checkout, so there are no additional charges on delivery.

For more information, visit our [Shipping & Delivery Policy](Insert Link).


MY ORDER

I only received part of my order — what should I do?
Some items may be shipped separately. Please check your tracking details. If you’re unsure, contact us at info@deebydwang.com.

I haven’t received my order — who do I contact?
If your delivery hasn’t arrived within the estimated timeframe, please check your tracking info first. For further assistance, reach out to info@deebydwang.com.

What if I received the wrong item?
We’re so sorry for the mix-up. Please send your order number and a photo of the incorrect item to info@deebydwang.com, and we’ll get it sorted.

What if I received a faulty item?
Please email us at info@deebydwang.com with clear images and your order number. If deemed faulty, we’ll arrange a replacement or refund. See our [Terms & Conditions](Insert Link) for more.

Can I update my delivery address after placing an order?
Unfortunately, we’re unable to change delivery details once your order has been placed. Please double-check all information before checking out.

Can I add or change items after placing an order?
Orders cannot be modified once submitted. If you’d like to add something, please place a new order.


RETURNS

How do I return an item?
You may request a refund to the card used for purchase for unworn, undamaged, with full original package and tags attached within 7 days of delivery. After 7 days we only accept returns for store credit for the value of your purchase, minus shipping.  No refunds, or returns will be accepted beyond 14 days.   Submit your request via our [returns portal](Insert Link) — no email or return code needed.

Do I need to pay for return shipping?
Yes, return shipping is at the customer’s expense. We recommend using a trackable service as we are not responsible for lost or delayed returns.

Can I return sale items?

  • Sale items discounted under 50% are eligible for return (store credit only)

  • Items discounted by 50% or more, or marked Final Sale, are not eligible for return unless faulty

Can I exchange an item?
We do not offer direct exchanges at the moment. If you’d like something else, please return your item for store credit and place a new order.

Can I return something I bought from a stockist?
All stockist purchases must be returned directly to the store where the purchase was made, following their return policy.

Can I apply a current promotion to a previous order?
Promotions and discounts are only valid during the advertised period and can’t be applied retroactively.

Have you received my return?
We’ll send you a confirmation email once your return has been received and processed. Please allow 1–3 business days after confirmation of receiving the delivery.

For more details, visit our [Returns Policy](Insert Link).


PAYMENT METHODS

What payment methods do you accept?
We accept Mastercard, Visa, and other major credit cards, as well as PAYPAL.

Can I pay using more than one method?
Split payments aren’t currently available.

Can I use a DWANG gift card at a stockist?
Our e-gift cards can only be redeemed on dwang.com.au and are not valid at any stockist locations.

STOCK AVAILABILITY

An item I want is sold out. Will it be restocked?
Some of our pieces are limited releases, but others may return. You can reach out to our team for updates via info@deebydwang.com.


CARE & REPAIR

How do I care for my garment?
Please refer to the care label on your garment for specific washing instructions. To keep your piece looking its best, we recommend gentle washing, avoiding harsh chemicals, and storing carefully when not in use. Please also refer to your CARE page for more details regarding different fabrications and materials.