Shipping & Delivery
where is my order?
We apologize that you haven't received your order yet. If your order has exceeded the estimated dispatch or shipment times, we understand your concern and are here to help. You can check our dispatch times here to get more information.
Once your order is dispatched, you should receive an email notification from us with tracking details. If you haven't received this email yet, it's possible that we are still in the process of sourcing your item. Rest assured, we are working diligently to get your order to you as soon as possible.
For more specific information and answers to your questions, please refer to the sections below. If your query is not addressed, don't hesitate to reach out to our customer support team by submitting a request
what is the expected dispatch time for orders?
We aim to dispatch all orders within 2-4 business days from the date of purchase. Our team works diligently to process and prepare your items for shipping as quickly as possible. You can find our estimated dispatch or shipment times here.
why might orders experience slight delays?
We take pride in dispatching our products from over 50 locations all across Australia. This allows us to offer an extensive range of products from wherever you are.
Orders with multiple items may experience slight delays because we may need to source products from different locations. As a result, an additional step is required to gather all the items and ensure they are packaged together for shipping.
Customers should be aware that because we source products from different locations, this can cause a slight delay in the overall shipping time. However, we strive to ensure your order arrives within a reasonable timeframe considering these potential delays.
what resolution options are available if my order cannot be dispatched?
In the event we cannot dispatch your order, we offer the following resolution options:
- Credit Note with Free Shipping: You can opt for a credit note with free shipping, which you can use for future purchases both instore and online.
- Replacement Item: You can choose a replacement item of the same value as the one you ordered, subject to availability.
- Refund (if eligible): If you prefer a refund, and you are eligible for one, we will process it according to our refund policy.
To inform us about your delayed order and preferred resolution, please submit a request through our customer support channel.
I have received a dispatch notification. how long will it take for my order to arrive?
We apologize for any delay you may be experiencing. The estimated delivery times for our shipments are as follows:
- Australia Post Standard Post: Generally takes between 5 to 10 business days after dispatch to arrive.
- Australia Post Express Post: Generally takes between 3 to 5 business days after dispatch to arrive.
- DHL International: Transit times vary based on your destination country and current estimations.
I haven't received a Dispatch Notification. What should I do?
If you haven't received a dispatch notification from us, it's possible that our team is still preparing your order for dispatch. Dispatch times typically take between 1-3 business days after placing your order, and during sales periods, this may extend up to 6 business days.
Rest assured, we're working hard to get your order to you as quickly as possible. However, if it has been longer than the estimated dispatch times, and you haven't received your dispatch email, please let us know by submitting a request. We'll gladly assist you and provide updates on your order status.
my parcel is taking longer than the estimated delivery times. What should I do?
If you haven't received your order and it has already left our premises, we recommend lodging an investigation request with Australia Post to track the whereabouts of your parcel.
Follow these steps to initiate the investigation:
Step 1: Check Your Tracking Information
Please ensure you have the tracking number provided in the shipping confirmation email. You can use this number to track your parcel's progress on the Australia Post website.
Step 2: Allow for Delivery Delays
Keep in mind that there might be some delays during peak seasons, public holidays, or unexpected circumstances. Wait for a few extra days before initiating the investigation.
Step 3: Contact Our Customer Support
If the delivery delay persists, reach out to our customer support team. We will be happy to assist you and provide further guidance.
Step 4: Lodge an Investigation Request with Australia Post
If your parcel has been delayed significantly and there are no updates on the tracking information, visit the Australia Post website and submit an investigation request. They will conduct a thorough search to locate your package and provide updates accordingly.
my Australia Post tracking shows that my parcel is delivered, but I haven't received it. What should I do?
If the tracking shows that your parcel is delivered, but you can't find it on your premises, we recommend checking with your local Australia Post Facility. They may be holding it there for you.
If the tracking indicates that your parcel was delivered and left in a safe location (Australia Post Safe Drop), the postal driver should have taken a photo as evidence of where it was left. If you can't locate the parcel, contact Australia Post, and they can provide you with this photo.
Can I exchange my order if I'm not satisfied with it?
Absolutely! We want you to be happy with your purchase, so you are more than welcome to request an exchange.
While we'll do our best to fulfill exchanges, we cannot always guarantee item availability at the time we process your return. If an exchange cannot be fulfilled, don't worry! You'll be issued with a credit note or refund, as applicable per our Returns Policy.
Are orders purchased with Afterpay or Zippay eligible for exchange?
Unfortunately, orders purchased with Afterpay or Zippay are not eligible for exchange.
How can I initiate an exchange for my online order via Australia Post?
To make your return process easier, we have partnered with Australia Post. Simply click here and follow the prompts to lodge your return. You will need to enter your full 9-digit order number into the order number box. For your return authorisation (RA) number, please enter your order number again.
Can I return my exchange item by shipping it back directly to you?
Certainly! If you prefer, you can address your return to:
Princess Highway Online Returns
19-25 Marine Parade
Abbotsford, Vic, 3067
Please send the return back to us within 14 days of receiving your order in a secure bag. We want to make sure you have enough time to decide if the items are right for you.
Please include a completed Returns Form in the parcel. This form will inform us of your preferred resolution for the return.
You are responsible for covering the cost of return shipping fees.
What are the conditions for exchanging items?
To be eligible for an exchange, returned items must be unworn, unwashed, unused, and in their original condition with all labels/tags attached.
For health and safety reasons, we do not accept returns on face masks, swimwear, hosiery, petwear or earrings unless they exhibit a genuine manufacturing fault.
Can I exchange my online purchase in-store?
Sure thing! If you purchased a New Arrival item online and wish to exchange it, you can definitely do so at a Princess Highway or Dangerfield store. Just bring the item back to the store within 14 days of receiving your order.
For Sale, Outlet, or Online Exclusive items, please note that these must be sent back to us here at Princess Highway online.
Refer to the "Can I return my order by shipping it back to you directly?" tab for instructions.
What if I made my purchase in-store? Can I return it there too?
Absolutely! If you made your purchase in-store, you can exchange the item in-store as well. Simply follow the Returns Policy printed on the bottom of your receipt for the necessary guidelines.
We want your return experience to be as seamless as possible, so if you have any specific questions or need further assistance with your return, please feel free to contact our customer support team.
my item is incorrect. What should I do?
We sincerely apologize for sending you the incorrect item. We understand how disappointing this can be, but don't worry; we're here to make it right! Here's what you can do to resolve the issue:
1. Notify us about the incorrect item:
Please let us know which item you received that is incorrect by submitting a request. Provide us with the necessary details, and we'll get to work on fixing the problem.
2. Preferred resolution:
In your request, include your preferred resolution. We want to make sure you're happy with the outcome, so you can choose from the following options:
- Replacement: We'll send you the correct item right away with Australia Post Express Post.
- Credit Note with Free Shipping: If you decide to opt for a credit note, we'll include a free shipping code for your future purchase.
- Refund: If you prefer a refund, we'll process it promptly as per our Returns Policy.
3. Easy return process:
To make it hassle-free for you to return the incorrect item, we've partnered with Australia Post. Simply visit here and follow the prompts to lodge your return for Princess Highway Online orders. You'll get a FREE returns label to ship the item back to us.
If you prefer to send the return without using the provided label, you can address it to:
Princess Highway Online Returns
19-25 Marine Parade
Abbotsford, Vic, 3067
5. Include Returns Form:
When returning the item, please include a completed Returns Form in the parcel. This form will inform us of your preferred resolution, helping us process your return efficiently.
We apologize for any inconvenience caused and appreciate your understanding. If you have any other questions or need further assistance, feel free to reach out to our customer support team.
The item I'm missing is not listed with this shipment. What should I do?
No need to worry! If the item you're missing is not listed with the shipment you received, it's likely coming in a separate shipment. Please check your dispatch notification, as each shipment will have its own corresponding notification. Sometimes, we may have to ship items from different locations across Australia, so they might arrive separately to ensure you get everything you ordered.
The missing item is listed with this shipment, but I haven't received it. What do I do?
We apologize for any inconvenience caused. If the missing item is supposed to be in the shipment you received, please double-check your dispatch notification to confirm. If the item is indeed listed for this shipment and you haven't received it, please submit a request with us right away. Our team will swiftly resolve the issue for you.
my item is faulty. What should I do?
We apologize that your item did not arrive in the condition you expected. We understand how disappointing this can be, and we want to make it right for you. Here's what you can do to help us resolve the issue:
1. Document the issue:
Please take photos that clearly show the problem with the item. This will help us better understand the issue and determine the best course of action to find a resolution for you.
2. Submit a request:
To get the process started, please submit a request to our customer support team. You can attach the photos you took, along with any additional details about the problem. We'll review the information and work diligently to find the most suitable solution for you.
my item has a security tag attached. What do i do?
We apologize if you accidentally received an item that still has a security tag attached. We understand this can be frustrating, but we're here to help you resolve the issue as quickly as possible.
Here are the options to have the security tag removed:
1. Get the tag removed in-store for an immediate solution:
If you prefer a more immediate solution, you can visit your nearest Factory X store (Gorman, Dangerfield, or Princess Highway) to have the security tag removed. The store staff will be happy to assist you with this. Please have your proof of purchase handy if asked.
If it's a Myer tag, you can take the item to your local Myer store, and they will remove it for you.
You can also bring your item into our headquarters at the below address:
63 Victoria Crescent
Abbotsford VIC 3067
2. Send the item back to us for tag removal if you are unable to go into store
You are more than welcome to send the item back to us, and we will take care of removing the security tag. Once the tag is removed, we'll send the item back to you promptly with Australia Post Express Post for a speedy delivery.
You can send the item to us via Australia Post or you can send this to us directly to the address below
Princess Highway Online Returns
19-25 Marine Parade
Abbotsford, Vic, 3067
Please refer to our Returns tab for the process required to send back your item.
Vouchers & Credits
my online voucher/credit is not applying?
We apologize if you're experiencing issues with your voucher code. Here are some steps to help you resolve the problem:
1. Double-check the information:
Please ensure that you are entering the correct voucher number and PIN in the "Apply gift card" section during checkout. Even a small typo can prevent the code from working correctly.
2. Expired voucher:
If your voucher is not working, the most common reason could be that it has already expired. Check your original credit email for the expiration date to confirm if the voucher is still valid.
3. Submit a request for assistance:
If your voucher is still valid, but you're encountering issues, please don't hesitate to submit a request to our customer support team. Provide us with your specific voucher code and any relevant screenshots that illustrate the problem. Our team will investigate the issue and help resolve it for you.
my physical gift card is not applying?
Please note that all gift cards issued prior to November 2022 can only be used for in-store purchases at our retail locations.
All gift cards issued after November 2022, can be used instore & online.
If your gift card is prior to November 2022, we can arrange to convert it to the updated voucher.
To initiate the conversion process, please submit a request to our customer support team. In the form, include a clear photo of the back of the gift card, showing the following details:
Gift card number
gift voucher was not received?
We apologize for the inconvenience of the recipient not receiving their gift voucher as expected.
Before reaching out to us, we kindly ask the recipient to check their email's spam or junk folder. Occasionally, emails from unfamiliar sources might end up in these folders accidentally. Please ensure you have thoroughly checked these folders to see if the gift voucher email is there.
If the gift voucher is not found in the spam or junk folder, please let us know right away by submitting a request to our customer support team. Provide us with the following details:
- Your Order Number
- The recipient's email address
Once we receive your request, we'll conduct a thorough investigation to determine what went wrong with the gift voucher delivery. Our team will work diligently to resolve the issue and ensure the recipient receives their gift voucher.
If there was an issue with the initial delivery, we will organize to have the gift voucher resent to the recipient as soon as possible.
Promotions & Products
My promotion that requires a code is not applying. What do I do?
We apologize if your promotion code is not working as expected.
If you are trying to apply your code at checkout, try applying it at the cart before proceeding to checkout
Other common reasons for this may include:
- The promotion has already ended.
- Your order does not meet the terms and conditions (T&Cs) of the promotion.
If you have tried the troubleshooting mentioned, please submit a request to our customer support team. Provide us with your specific code and any relevant screenshots showing the code not applying correctly. We'll investigate the issue and help resolve it for you promptly.
My promotion that doesn't require a code is not applying. What do I do?
Many of our advertised promotions do not require codes. These promotions are applied automatically, often already calculated into the listed price of the item for your convenience. If a promotion should be applied at checkout, this will be specified in the promotion email you received, along with the T&Cs of the promotion.
If you still believe your order is eligible, please contact our customer support team. Provide us with the items you wish to purchase and we can investigate whether or not that item is eligible in the current promotion.
What size am I?
Have questions about our sizes? We're here to help you find the information you need! Here are some helpful tips to get the details you're looking for:
Our sizes are in Australian sizing. Each product listing on our website includes a handy and specific size guide. You can also find this information directly on the product page.
For any other queries or specific product-related questions, please don't hesitate to reach out to us by submitting a request.
The product I want is out of stock
Unfortunately, if the style or size you're interested in is not available for purchase, it means we have sold through our current stock. We regularly update our inventory, so please keep an eye on our website for any restocks or new arrivals.
No order confirmation?
Haven't received an email confirming your order, and unsure if it has been placed properly? No worries, we're here to help you out! Here's how we can check the status of your order:
Check Email Accuracy:
Firstly, double-check that you have entered the correct email address during the checkout process. Sometimes, small typos can lead to email delivery issues.
Check Spam or Junk Folder:
Emails from unfamiliar sources may occasionally land in your spam or junk folder. Please be sure to check these folders to see if the order confirmation email is there.
If you have completed the above steps and still haven't received the order confirmation, we can definitely check the status of your order for you. Here's how:
Submit a Request:
Simply submit a request to our customer support team, and we'll look into your order for you. Please provide the following information based on your payment method:
If you paid via Visa or MasterCard:
- Full name that appears on the card
- Last 4 digits of your card number
If you paid with PayPal, AfterPay, or ZipPay:
- Email address attached to your account
- Confirmation email from PayPal/AfterPay of payment
Once we receive your request and the necessary information, we'll promptly check the status of your order and get back to you with the relevant details.
Before proceeding with your payment inquiry, please ensure you have checked the following:
Valid and Unexpired Payment Details:
Verify that the payment details you provided during checkout are valid and not expired. Outdated or incorrect payment information can lead to payment difficulties.
If you are certain that your payment details are valid and not expired, please follow these steps to help us resolve the problem:
Submit a Request:
Kindly submit a request to our customer support team, and we'll promptly look into the payment issue for you. Our dedicated team will be ready to assist you with any difficulties you may be facing.
When describing the issue, please be as detailed as possible. Any specific error messages, steps taken, or any additional information you can provide will be beneficial in resolving the problem quickly.
Encountering trouble with our website? Here are some steps to help resolve common technical issues:
1. Clear Cookies and Cache:
If you're experiencing difficulties, we recommend clearing your browser's cookies and cache. This can often resolve temporary glitches and improve website performance.
2. Switch Browsers or Devices:
Try accessing our website using a different browser or device. Sometimes, issues may be specific to a particular browser or device, and switching can help identify the root cause.
If the problem persists after trying the above steps, please follow these guidelines:
3. Submit a Request:
Kindly submit a request to our customer support team, and we'll promptly look into the technical issue you're facing. We thank you in advance for bringing any technical errors to our attention. Rest assured that we take all reports of technical errors seriously. We will promptly forward them to the appropriate department for thorough investigation and resolution.
Newsletter & Subscriptions
Sign up to our newsletter?
Subscribing to our newsletter is simple! Just visit our subscribe page here
If you have any questions or concerns regarding our newsletter subscription, feel free to reach out to us at firstname.lastname@example.org Our marketing team will be happy to assist you and address any inquiries you may have.
Please keep in mind that subscribing to our newsletter is separate from creating a Princess Highway account. While the newsletter subscription ensures you receive regular updates and promotions, it does not automatically create an account for you. If you wish to create a personal account with us to manage your orders and preferences, you can do so by clicking here.
how do i get the sign up promotion?
Thank you for subscribing to our newsletter! We're thrilled to have you onboard. As a token of appreciation, you will receive an email with your unique Welcome Code, which comes with exciting benefits. Here are the Terms and Conditions of the code, outlined in your welcome email:
Minimum Order Value:
To redeem your Welcome Code, your first order must have a total value of $120.00 or greater.
The Welcome Code cannot be used for the purchase of gift vouchers and cannot be combined with any other offers or codes.
The code is valid for 30 days after your subscription to our newsletter. Make sure to use it within this timeframe to take advantage of the benefits.
Account and Newsletter Subscription:
To use the Welcome Code, ensure you are logged into your Princess Highway account and subscribed to our newsletter. If you haven't created an account yet, you can do so by visiting here.
If you encounter any issues with your Welcome Code or have questions about this promotion, we're here to help! Simply submit a request, and our customer support team will be more than happy to assist you.
do you sell gift cards?
Yes we do! You can purchase a gift card to use both instore and online here
Gift Certificates & Coupon Codes
Cards and codes are only valid for a 36 month period. You will be notified via email before they expire.
If you want to transfer an in-store gift voucher into an online gift voucher then please refer to the vouchers & credits section on this page.
Gift Certificate Usage Policy
Lost or stolen cards/codes will not be replaced or refunded. Any purchase made using an online gift certificate will only ever be refunded back into the original gift certificate. If an alternate payment method was used to pay the difference, then the difference is the only amount that can ever be refunded back into that payment methods source account.
Please note: In store gift cards can only be used in stand alone stores and are not valid in Myer stores or Clear It outlets
how can I pay?
We know you like to choose how you pay, so we offer plenty of payment options! At Princess Highway Online, we accept the following payment methods:
- Credit and debit cards including Visa, MasterCard and American Express
- Afterpay (Australia Only)
If you have any queries or disputes with payments and or refunds please contact the relevant financial institution.
Can I view in my local currency?
To facilitate easy currency conversion, simply select your desired currency from the dropdown menu in the top menu of our website. We offer the following currency conversions: AUD, NZD, GBP, CNY, EUR, and USD. The displayed prices will reflect the most recent exchange rates.
New Zealand Customers:
For our valued customers from New Zealand, all purchases will be charged in NZD (New Zealand Dollars). The flat conversion rate applied is AU$1.00 = NZ$1.15.
Australians and Other Countries:
Regardless of the currency view you choose, when you proceed to checkout, you will be charged in Australian Dollars (AUD) at the current conversion rate. The conversion rate may vary depending on your chosen payment method.
how do pre-order items work?
Excited about our upcoming styles? Pre-order items are here to help you secure the pieces you have your eye on before they hit the shelves. Here's everything you need to know about pre-ordering:
What are Pre-Order Items?
Pre-order items are products available for purchase before they arrive at our warehouse for distribution. By pre-ordering, you ensure that you've reserved the item(s) you desire, even before they become available for general sale.
Since pre-order items are not yet in our warehouse, you may need to wait for the stock to arrive before we dispatch your order to you. For further information on when your pre-order will be dispatched, please refer to the pre-order product description or refer to out Terms & Conditions
As soon as the stock arrives at our doors, we will promptly post your pre-ordered item(s) to you.
are colour and print placement the same as shown on the website?
we make every effort to ensure that our garment photography accurately represents the colors and patterns of our items. However, there are a few factors to keep in mind when viewing our products online:
While we strive for accuracy, colours may appear slightly different on different monitors and screens. The settings and calibration of your device can affect how colours are displayed. As a result, we cannot guarantee a 100% match in colour between the online images and the actual product.
Repeat Print Items:
For items that feature a repeat print, such as patterns or designs that repeat across the fabric, please be aware that the placement of the pattern may vary slightly. This variation is due to the size of the textile used in creating the garment.
If you prefer a first-hand look at our items, we invite you to visit our physical stores. In-store viewing allows you to see the products in person, enabling you to better assess the colours and patterns to your satisfaction.
If you have any further inquiries or require assistance, please don't hesitate to contact our customer support team.
How do I care for my Princess Highway Products?
We’re so glad you asked! We love knowing that you want to take the best care of your Princess Highway purchases.
At Princess Highway, we take pride in using high-quality fabrications to craft our products. Some of these materials may include delicate fabrics, making proper care essential to maintain their quality.
Find Care Instructions:
You can find the appropriate care instructions for your Princess Highway garment on the tag attached to its inside seam. The care label provides valuable information on how to best care for your specific garment.
Each piece from Princess Highway is designed with love and attention to detail. We encourage you to treat your garments with care and love in return. Following the care instructions will help you enjoy your clothing for years to come.
Please note that if you do not follow the care instructions properly and your garment sustains damage as a result, you may not be eligible for a refund.
I think my order has been cancelled?
At Princess Highway, our primary goal is to fulfill every order placed on our website promptly. However, in rare cases, there may be a very small possibility of overselling stock, especially when several orders are placed simultaneously. There might be rare instances when an item appears available on our website, but it is, in fact, sold out.
Should you place an order for an item that is no longer available despite being shown as in stock, rest assured you will receive prompt notification. Our team will inform you via email, and you will be refunded for the specific item(s) that are out of stock.
Is my private information secure?
Princess Highway online recognises and agrees that the privacy of all personal information is important to individuals. All personal information collected to process and fulfil your order is to be minimal, private, correct, safe and most importantly in the control of the individual.
We do not share any credit card information with any third parties, other than for the purpose of processing payments for the product you have ordered. We will only ask for and use relevant personal information necessary to conduct our business. All information collected for Princess Highway is for the sole purpose and use of Princess Highway.