Delivery
Christmas Returns Policy
We want to ensure that your holiday shopping experience is stress-free. Therefore, we have extended our returns period for Christmas purchases.
Policy Period:
- Items purchased between 20th November 2024 and 27th December 2024, inclusive can be returned for a credit or exchange up until January 15th 2025.
Return Deadline:
- Customers who purchase during this period have until January 15th, 2024, to return their item/s.
Please note that our standard return conditions remain applicable. Kindly review our general return's policy for more details.
Delivery Options
Domestic Delivery Options
Standard Post: AUD $12.50
Express Post: AUD $16.95
International Delivery Options
New Zealand Standard Post: NZD $15.00
DHL International: AUD $25.00 (USD $18) (CAD $24) (GBP £14.00) (EUR €15.95)
Free shipping on domestic & international orders over AUD $300 (USD $216) (CAD $275) (GBP £155) (EUR €181)
Delivery Address
We strongly suggest using a secure delivery address, such as your workplace, to ensure safe receipt of your order. Please note that Princess Highway Online cannot be held accountable for parcels that are lost or stolen.
Order Sourcing, Dispatch & Delivery
Dispatch and Delivery
Standard Post: 2-7 business days
Express Post: 1-4 business days
New Zealand Standard Post: 5-7 days
DHL International: 6-10 business days
Domestic & New Zealand Orders
Our products are sourced and dispatched from various locations nationwide. Our aim is to initiate the dispatch of orders within 1-3 business days from the date of purchase. Please keep in mind that the shipping duration should be factored in separately from the dispatch time.
For a comprehensive understanding of Australia Post's Shipping & Delivery coverage, you can find more information here
International Orders
International orders are sourced and dispatched nationwide using DHL International. We aim to dispatch orders within 2-6 business days after purchase. Some items are of limited stock and may take up to 10 business days to source. Please keep in mind that the shipping duration should be factored in separately from the dispatch time.
For a comprehensive understanding of DHL International Shipping & Delivery coverage, you can find more information here
Please note that during sale periods, dispatch delays of up to 3 days beyond normal dispatch times can occur. Customers will receive notifications regarding any such delays.
International Delivery
We currently offer DHL international delivery to the following countries:
ASIA
China, Hong Kong, India, Indonesia, Israel, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand, United Arab Emirates, Vietnam.
EUROPE
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland.
UNITED KINGDOM
England, Northern Ireland, Scotland, Wales.
NORTH AMERICA
Canada, United States.
Due to unforeseen disruptions, we are temporarily unable to ship orders to Canada. We apologize for the inconvenience and appreciate your understanding.
International orders are delivered by your country's postal service. Once the parcel arrives in your country, use the
original Aus Post tracking number in your local parcel tracking system for
updates.
If your country is not listed in the "estimate shipping and tax" drop-down menu, unfortunately, we do not offer shipping to that location.
Duties & Taxes
International Orders and Charges
- There is no GST applied to international orders.
- We maintain consistent pricing for both local and offshore customers.
- International orders are subject to additional handling charges.
Import Fees and Duties
- All online prices DO NOT cover overseas duties (including import GST/VAT), clearance or handling charges, and other potential customs or import fees.
- Customs and import fees are the responsibility of the recipient and are NOT included in the delivery cost.
- Prior to purchasing, it's advisable to check with your country's customs service.
- We regret to inform you that no reimbursement will be offered for international duties and handling charges.
Please note that Princess Highway Online does not provide assistance in this process.
Shipment Delays
While we make an effort to ensure a timely delivery, it's important to recognise that unexpected events like strikes or floods may lead to delivery delays. Dispatch delays might also arise due to the need for payment or address verification or correction prior to dispatch.
Please be aware that during sale periods, dispatch delays of up to 3 days beyond our standard dispatch times can occur. Customers will receive notifications regarding any such delays.
Tracking Your Order
To track your order, please log in to your account or refer to the shipping confirmation email. Access the tracking URL link provided.
Spilt / Partial Order
If you have an order with multiple items, these items may only be available for dispatch from different locations. If this is the case, your order will be split into multiple orders, and will be delivered separately under different tracking numbers. Each time your order is split, you will receive an email notification with the new order details. There will not be any additional shipping charges applied to split orders.
Delivery With Safe Drop
In cases where no one is available to sign for the delivery, orders will be left in a secure location. If this is not possible, a calling card will be placed in your mailbox, directing you to the nearest Australia Post location for collection. You have the option to modify your delivery method on the Australia Post website once tracking details for your order are available.
Delivery Issue
If you experience challenges with the delivery of your parcel, such as non-arrival, damaged items, delivery to an incorrect address, or items left in an unsafe location, please consult the Delivery Help Page for guidance on addressing these concerns
Australia Post Help Page
DHL International Help Page
Address Unattended at Time of Delivery
For shipments without 'Safe Drop' selected, parcels will be forwarded to the nearest post office for collection within 7 business days before being returned to the sender.
Click and Collect
Please note: Click & Collect service may be paused or ceased at any time. If your order has been impacted, you will be notified by our Customer Support team. Please keep in mind that orders made during sales events or public holidays (for example Christmas or Boxing Day Sales) may experience delays.
Order Confirmation and Collection
- You will receive an order confirmation via email once your order has been placed.
- Please wait until you receive an email confirming that your order is ready for collection before heading into the store.
Returns
- Sale & promotional items can be returned online or in-store in exchange for a credit voucher. The credit voucher will be valid for a duration of 3 years and can be used for future purchases both online and in-store.
- Refunds only apply for full-priced items and can be processed online or in-store.
- Refunds will be automatically returned to the original method of payment. Please allow up to 48 hours for the refund to process.
Collection Authorization
- The customer who placed the order is the only authorized person eligible for order collection.
- To collect your order, you must present your email confirmation and a photo ID matching the customer details.
Collection Timeframe
- If your order is not collected within 7 business days, we will attempt to contact you using the contact information provided during the order placement.
- If we are unable to reach you or if you don't collect the order within the specified timeframe, we'll have the right to cancel your order and initiate a refund.
In-Store Pickup Availability
- In-store pickup is available only if all the items in your order are available at a single store.
- Store availability is listed on the product page of each product.
- To ensure a smooth click-and-collect experience, please note that if you have added items to your cart that are not available at the selected store, you will not be able to proceed with the click-and-collect option during checkout. This prevents any confusion or inconvenience caused by mixing items that are available for pickup with items that are not.
We recommend reviewing the store availability information on the product pages before finalizing your order to ensure all the items you intend to click and collect are available at the chosen store location. These measures are in place to streamline the click-and-collect process and provide you with accurate information about the availability of products for in-store pickup.
Please note that these terms and conditions are subject to change and may be updated by Princess Highway without prior notice. It is recommended to review the latest version of the terms and conditions before placing your order.
Pre-Orders
Pre-ordering allows you to reserve and secure your desired products before they become officially available for general purchase. Before you place a pre-order, it's important to understand the key details about the pre-order process and the terms associated with it.
Estimated Availability Dates
The dates provided for the availability of pre-ordered items are estimations and should be treated as such. These dates are subject to change based on various factors, including production timelines, shipping delays, and unforeseen circumstances. While we strive to provide accurate estimates, please note that these dates are not guaranteed.
Unforeseen Circumstances
In the event that delivery is delayed due to unforeseen circumstances beyond our control, Princess Highway cannot be held accountable for these delays. We understand that unexpected situations can arise, impacting the production and delivery process.
Grace Period for Delivery
To account for any potential delays that may occur, we recommend allowing an additional grace period of 10 business days beyond the estimated delivery date and standard shipping time. This will help ensure that you receive your pre-ordered items without unnecessary stress or disappointment.
Exclusion from Promotional Activities
Please be aware that pre-ordered items are excluded from ongoing promotional activities. This includes, but is not limited to, sales events, discounts, and spend & save offers that may apply to regularly available products. Pre-order items are typically considered separate from our regular inventory and are not eligible for these promotions.
Placing a Pre-Order
When you pre-order an item from Princess Highway, you're reserving your desired product in advance. This allows you to secure your purchase without the risk of the item selling out before its official release. While pre-ordering, review the estimated availability dates and any associated terms to ensure that you are comfortable with the process.
Communication and Updates
Throughout the pre-order process, we will strive to keep you informed about any changes to estimated availability dates or other important updates. You may receive emails or notifications regarding the status of your pre-order, and our customer support team is available to assist you with any questions.
Returns
Princess Highway Returns Policy
Online
We hope you love everything that you order from us, but if something isn’t quite right you have 14 days from the day you receive your parcel to return the item to us.
Full-priced items
can be returned for an online credit (valid 3 years), an exchange where product is available or a full refund of the item(s) excluding shipping costs.
Sale & promotional items
including flash sale styles can be returned for an online credit (valid 3 years) or an exchange where product is available.
Final Sale / Non-returnable products are not accepted unless faulty or under conditions set by the Australian Consumer Law.
For Final Sale / Non-refundable products returned due to change of mind, or does not meet the ACL criteria, the products will be returned to the sender via the marked address or via the details of the original purchase order where the parcel is un-marked. We are not liable for the loss or delay of return to sender parcels. All Final Sale / Non-returnable products will be marked on the product page and at checkout prior to purchase.
Afterpay & Zip Pay
full price items can be returned for an online credit (valid 3 years) or a refund if full price. Afterpay & Zip Pay purchases cannot be exchanged. Orders placed on sale or during a promotion are only entitled to an online credit.
If you wish to return your goods, complete the online returns process as per the normal returns policy – if eligible for a refund, your initial payment will be returned in full and the remaining payments cancelled at no charge.
When you link your Afterpay account to a debit or credit card, please be aware that standard fees and charges may be applicable. Please refer to your card issuer’s terms and conditions for full details.
Kidswear
can be returned for an online credit (valid 3 years) or a refund if full price. Online orders can be returned and exchanged through Princess Highway Online returns or at a store location stocking Kidswear.
In-store
Princess Highway does accept postal returns to our online warehouse for items purchased in store.
You are welcome to post your return to:
Princess Highway Online Returns
65 Victoria Crescent
Abbotsford, Vic, 3067
Australia
All costs associated with the return of an item are the responsibility of the customer.
When returning your item, we ask that you include in the parcel:
- A copy of your original receipt
- A completed Returns Form, which can be found here.
- Account information if you choose “refund” as your reimbursement option
As our online warehouse does not have access to your in store transaction, we will not be able to process a refund to your original method of payment.
You will be able to nominate a bank account for a direct deposit, or a PayPal account. If you choose a direct deposit, please provide us with your Account Name, BSB, and Account Number.
Refunds can take up to 5 business days to process after your return has been actioned. If you would prefer an immediate resolution and a refund back to your original method of payment, you will need to return the item in store.
Please get in contact with our Customer Support Team if you have any questions.
Please Note: Refunds are only applicable on Full Price items, with no discounts or promotions. All items purchased on sale or promotion, or with a discount applied, will be reimbursed with a credit note.
Credit notes are valid for 3 year and can be used in store and online.
Returned items must be unworn, unwashed, unused, and in original condition with all labels/tags attached to be accepted.
For health reasons, we do not accept the return of face masks, swimwear, earrings, and petwear unless exhibiting a genuine manufacturing fault. During sale periods, returns may take up to 10 days to process upon receipt.
Sale & Promotional Items
For items purchased on sale or during a promotional period, we will happily offer you an exchange or credit note within 14 days with proof of purchase.
Zip Pay & Afterpay Purchases
Purchases made in store using Zip Pay and Afterpay can be exchanged or refunded within 14 days of purchase and with proof of purchase according to the guidelines set above for full price, sale items, promotional items, and faulty items.
Christmas Returns Policy
During the month of December, any customer who makes a purchase prior to the 25th of December 2022 will have until the 10th of January 2023 to return their item/s.
Please note, other normal return conditions are still applicable.
Can I return my order if I'm not satisfied with it?
Absolutely! We want you to be happy with your purchase. If for any reason you would like to return your order, you are more than welcome to do so.
Full-priced items can be returned for an online credit (valid 3 years), an exchange where product is available or a full refund of the item(s) excluding shipping costs.
Sale & promotional items including flash sale styles can be returned for an online credit (valid 3 years) or an exchange where product is available.
Final Sale / Non-returnable products are not accepted unless faulty or under conditions set by the Australian Consumer Law.
How do I initiate a return 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. Please enter your order number, starting with SHPHAU, into the "Order Number" box. To generate your Return Authorisation (RA) number, simply re-enter your order number.
Can I return my order by shipping it back to you directly?
Certainly! If you prefer, you can address your return to:
Princess Highway Online Returns
65 Victoria Crescent
Abbotsford, Vic, 3067
Australia
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.
How do I return internationally?
To initiate an international return, kindly download and complete our provided returns form, accessible here.
Our preferred international shipping partner is DHL. For detailed guidance on how to ship your return and locate drop-off locations, please consult the DHL website: https://locator.dhl.com/.
Nevertheless, we are open to you choosing an alternative shipping provider if that suits you better.
Remember to address the return parcel to:
Princess Highway Online Returns
65 Victoria Crescent
Abbotsford, Vic, 3067
Australia
Please note that returned items must meet specific criteria to be accepted. They should be unworn, unwashed, unused, and remain in their original condition, complete with all attached labels and tags.
For health and hygiene reasons, we are unable to process returns for face masks, swimwear, earrings, and petwear unless they display a legitimate manufacturing fault.
If you need further assistance regarding the return process or have any inquiries, please refer to our comprehensive FAQ page or reach out to our customer service team.
Are there any conditions for returning items?
Returned items must be unworn, unwashed, unused, and in their original condition with all labels/tags attached to be accepted for a return. Please note that for health and safety reasons, we cannot accept returns on face masks, swimwear, hosiery, petwear, or earrings unless they exhibit a genuine manufacturing fault.
How long does it take for returns to be processed, especially during sale periods?
During sale periods, returns may take up to 10 days to process upon receipt. We appreciate your patience as we process a higher volume of returns during these times.
If you have any other questions or concerns about the return process, don't hesitate to contact our customer support team. We are here to assist you and ensure a smooth return experience with Princess Highway Online.
Can I return my online purchase in-store?
Sure thing! If you purchased a New Arrival item online and wish to return 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.
What if I made my purchase in-store? Can I return it there too?
Absolutely! If you made your purchase in-store, you can return 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.
Princess Highway Exchange Policy
Online
If you require an exchange, please note that exchanges are subject to online availability. If your item is not available at the time of processing you will receive a refund or online credit, dependent on whether the returned item was full price or sale. We cannot pre-order or hold stock. When returning shoes, shoe boxes must be intact.
Value of an item is determined by the amount paid and listed on your invoice. If you are exchanging for a completely different item, the value of the new item is determined by the online listed price at the time your exchange is processed. We cannot apply discounts from past sales/promotions.
Shipping and Extra Charges
You must tick the boxes on the returns form to allow us to charge shipping and exchange fees to your credit card, or instruct us to send a PayPal money request. Your exchange will only be submitted once the extra charges have been paid. PayPal money requests will be cancelled after 3 days of pending, if not accepted, and an online credit will be created.
The Princess Highway Online store will not credit customs and duties paid on your order; this must be pursued by customers within their own jurisdiction.
As the Princess Highway Online store is not liable for the loss of the item being returned, we recommend sending your parcel with a traceable service.
In-Store Exchange
All Princess Highway Online orders are able to be exchanged in-store. Customer's have 14 days to exchange. A printed copy of the order email is required when making an exchange.
In-store
We hope you love everything that you purchased from us, but if something isn’t quite right you have 14 days to return the item.
We are not required to provide a refund if you change your mind. On sale items we will happily offer you an exchange within 14 days with proof of purchase.
Items sold at regular retail price that are unwashed, unworn and unused in their original condition may be returned within 14 days with proof of purchase for an exchange or refund. For health reasons, there are no returns or exchanges on the purchase of Face Masks, bathers or earrings unless exhibiting a genuine manufacturing fault.