Delivery
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 business days beyond normal dispatch times can occur.
International Delivery
We currently offer DHL international delivery to the following countries:
ASIA
China, Hong Kong, India, Indonesia, 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.
Need more help with delivery?
Please visit our FAQ page here.
Returns & Exchanges
Princess Highway Returns Policy
We hope you love everything you order from us, but if something isn’t quite right, you have 14 days from receiving your parcel to return the item to us.
You have 3 options when returning your item(s):
Refund: Refunds are only applicable on full-priced items, excluding shipping costs. Sale items or products with a discount applied will be issued store credit.
Store credit: Store credit is valid for 3 years and can be used online or in-store.
Exchange: Please refer to our Exchange Policy below.
To be accepted, returned items must be unworn, unwashed, unused, and in their original condition, with all labels/tags attached.
Full-Priced Items
Full-priced items can be returned for:
- A full refund (excluding shipping costs)
- An exchange (if the requested product is available)
- Store credit (valid for 3 years)
Sale & Promotional Items
For items purchased on sale or during a promotional period, we will happily offer you an exchange or store credit within 14 days of purchase, with proof of purchase.
Afterpay & Zip Pay Purchases
- Full-price items purchased through Afterpay or Zip Pay can be returned for store credit (valid for 3 years) or a refund if the item is full-price.
- Afterpay & Zip Pay purchases cannot be exchanged.
- Orders placed during a sale or promotion are eligible for store credit only.
- If you wish to return your goods, complete the online returns process per the returns policy. If eligible for a refund, your initial payment will be returned in full, and the remaining payments will be cancelled at no charge. Standard fees may apply when linking your Afterpay account to a debit or credit card.
Online Returns
If you purchased online, follow the returns process highlighted on our returns page here. You can return full-priced items for a refund, an exchange (if available), or store credit. We can issue a store credit or offer an exchange (if available) for sale and promotional items.
In-Store Returns
If you made your purchase in-store, we request that you return it to the store where you made it. If you are unable to return to that store, you can return it to any other store. If you can’t reach a store, you can return your item online.
You are also welcome to post your return to:
Princess Highway Online Returns
63 Victoria Crescent
Abbotsford, VIC, 3067
Australia
When returning your in-store purchase online, please include the following:
- A completed Returns Form, available on our website
- Account information if you choose “refund” as your reimbursement option
All costs associated with returning an item are the responsibility of the customer.
As our online returns team does not have access to your in-store transaction, we cannot process a refund to your original method of payment. You will need to nominate a bank account for direct deposit. Please write this information on the back of your Returns Form:
- Account Name
- BSB
- 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 to your original method of payment, you will need to return the item in-store.
Non-Returnable Products
For health reasons, we do not accept returns for:
- Face masks
- Swimwear
- Earrings
- Petwear
Unless exhibiting a genuine manufacturing fault.
Non-returnable products, if returned due to change of mind, will be returned to sender. Princess Highway is not liable for any loss or delays associated with return-to-sender parcels.
Non-Eligible Returns
Any items returned that do not meet the conditions for return (such as Final Sale items, products marked as Non-returnable, or items returned after the 14-day return period) will not be accepted. These items will be returned to the sender via the marked address or the original purchase order details, where the parcel is unmarked.
Princess Highway is not responsible for any loss or delay during the return-to-sender process.
For further assistance, please refer to our FAQ page or contact our Customer Support Team with any questions.
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.
The value of an item is determined by the amount paid and listed on your invoice. We are unable to apply discounts from past sales or promotions. Customers must complete a returns form and include it in their parcel. If printer access is unavailable, a handwritten form will be accepted. Once received, our returns team will review your request and either process the exchange if the item is in stock or issue a credit if it is unavailable.
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.
Return via post
Returning Online Orders
Returns for items purchased through Princess Highway Online are only accepted via post and not in person. You have options - Exchange, credit note, or refund. Refunds must meet our Returns Policy. Review the policy here. If an exchange isn't possible, you'll get a credit note or refund*. Credit notes can be used both online & in-store.
*If meets refund policy
Steps for Returning
- Please complete our returns form - this form will provide us with the necessary details about your return, as well as your preferred option for exchange, credit, or refund.
- Securely pack the item in a bag along with the completed returns form.
Creating a Returns Post Sticker
Domestic Returns:
Generate a Returns Post Sticker with Australia Post here
The Return Authorisation Number is your Order Number.
International Returns:
Our international shipping partner is DHL, for information on how to ship your return and where to drop it off, please see the DHL website
Where to Send the Return
Princess Highway - Online Returns
63 Victoria Crescent
Abbotsford, Vic, 3067
Australia
Important Notes
- We don't accept postal returns for in-store purchases. In-store purchased items including floor to door orders, must be returned in-store.
- Items must be unworn, unwashed, and with tags.
- We don't accept returns for face masks, swimwear, earrings, and petwear unless they have a manufacturing fault.
- Returns during sale periods may take up to 10 days to process.
- Returns and exchanges for change of mind will incur a $9.60 postage charge.
If you have any other questions about the process of returning an item please view our FAQ page or get in touch with our customer service team.
Faulty Item
Online
If you’ve received a faulty or damaged item from an online purchase, please contact our customer service team at support@princesshighway.com.au and we will instruct you on how to return the item.
In-store
You can choose a refund or exchange if an item has a major problem. This is when the item:
has a problem that would have stopped someone from buying the item if they had known about it.is unsafe.is significantly different from the sample or description.doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.
Please keep your proof of purchase — e.g. your receipt.
Need more help with returns or exchanges?
Please visit our FAQ page here.
